AT&T VoIP

If I could give AT&T a zero I would and if there was a different provider in our rural area I would switch after 42 years of being a loyal customer. I have been dealing with AT&T for over a year about rising rates and bad lines. No resolution to our situation and our rates keep increasing every month. It is so ridiculous our $1000.00 monthly bill is at $12K per month. They know we are an established, well known business and relies on our phone service and they don't care, how much they gouge the price because they know we need the phone lines. Getting any help or repairs requires half a day of your time. You will keep getting knocked off the website over and over or stay on hold for hours and hours.

I sat on hold for 30 minutes. That in itself is unacceptable. I had to hang up twice before because it was too long. My elderly father called them months ago thinking he was transferring his landline only to create a cell number that was never activated. They can see it was never used. This NEVER should have happened in the first place and now they won't cancel it? I tried to add my father to the call and they said 'no'. He has to create a new PIN and call. He is now in a nursing home dying. I was in tears. I had all the information needed. I got more compassion from credit card companies that he missed payments. Kathy

Trying to navigate this system is a nightmare. Then when you need help and call them, they proceed to tell you that this is a self service type of system. Basically, you have to deal with it on your own (we were not told this until after we started using the system). You may as well hire an outside company to deal with train wreck of a system. The self help videos would be good, if some of the links they tell you to click on actually existed. When you do find a link, it goes to an error page. I have spent hours just trying to change our email address for voicemails, and still have not been able to get the change in place. If you have any sense, run from this system as fast as you can. Two cans and a string is better. Or maybe even smoke signals.

We first switched to (what used to be called) U-verse for our internet and phone in order to switch from our landline because AT&T said that landline service was going away in our area. Turned out to be false. Service was reliable from the time we switched in December of 2017 through February of 2019. As of February 2019, we have experienced unreliable service. Our router would lose its connection sometimes twice a day, sometimes 10 times a day (no lie). There were days where there were no interruptions at all. We have had no less than 5 AT&T technicians out here to investigate and have replaced the router once so far.

They were suppose to come out and install our services and left us without phone services for 2 days. Horrible customer service and I would never recommend them for any business despite the price. I am paying twice as much to use Spectrum but at least they are reliable.

So I've been trying to switch over to AT&T VoIP for over 6 months now.... It's amazing on how horrid the customer service and communication is there. My boss tried to change his internet and port his phone lines over. I called ahead of time to change the email address and they said ok and that everything was ready. First schedule failed and my tech waited 3 hours for nothing. Later found out, they emailed the wrong address when I was very specific about it. Called again to make sure to change the email address AND reschedule which on average is about a month wait. They specifically told me everything was fine and ready and all I had to do was make sure my tech guy was on site.

I was looking for a solutions to what I can now see (after reading through the thread) is a very common problem and so I decided to add our experience to the mix. Our company switched over to VoIP three years ago and it has been a constant struggle to get any real service when we have needed it. From being unable to reach a live person to being directed by their automated system to a number that is no longer in service! You can get through initially to a rep but then you are told that "your account" is managed by so and so, given their contact information and they never call or email you back. It's like running around in the craziest of circles that I am left shaking my hand in utter disbelief. I don't even know what to do as I can even seem to reach anyone to cancel my service. I am just at a loss for words...

A salesperson sold us, a small business, on AT&T VoIP in August 2018. They installed equipment in November 2018. They began billing us in January 2019 for the new service, and I am still paying monthly on the old/existing service. As of March 19, 2019, we still have not had testing or activation. After numerous calls to them, AT&T says they are working on it. I've asked for an estimated timeframe, they say they do not know. Meanwhile, I have been incurring a bill because they said I am on the hook once the equipment is installed, even if they have not activated it. I submitted a termination yesterday, citing poor installation performance. They are requiring me to uninstall the equipment their authorized technician installed. It takes up an entire wall of my server room. It has wires going in and out of the building. Not to mention, I have a bill for 3,497 - and climbing - for service that is not active. This whole process has been a nightmare.

It's like a bunch of ambulance chasers. I've had DirecTV for ten years. Bought a AT&T cell phone thinking I could get my DirecTV on it. NOT. What a scam. I advise anyone thinking of going with this company better STOP. And go anywhere else but with AT&T.

First off, I'll echo most of the other criticisms left here - overly complicated system if you don't have an IT department (even though they sold it to us as a "small business solution,") terrible technical and customer support, etc... But on top of all that, we routinely get HACKED by people in foreign countries who rack up thousands on long distance calls. This seems to always happen on weekends when nobody is at the office, and I get voicemails from AT&T Fraud Dept. letting me know of the problem. When you call the fraud department back and tell them you have Collaborate, they basically have nothing good to say about it.