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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.
All technicians tells us the problem is NOT inside the home and after checking whatever they check at the nodes, claim they found a problem and fixed it. Service would be okay for a couple of days then the interruptions resumed. It has been 6 months since this first started and my next step is to contact IL State agencies that oversee things like this - if such an agency exists. If any other consumers are reading this, DO NOT BUY INTO THEIR SPIN, and as much as possible, stay away from AT&T anything!! Customer Service is offshore somewhere in the Philippines and they can do nothing except send out a technician or send a replacement router. They are THE LEAST HELPFUL customer service I have ever encountered in my life.
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.
On D-day, the call code didn't work so I called AGAIN and was told the schedule was prematurely cancelled due to no confirmation statement from previous provider to release numbers to port over when I was told TWICE before everything was ready to go. This time there was no notification at all. Called them to make sure to be clear on what I had to do because they can't follow up or even communicate correctly. On the phone that day, I was told I just had to wait for authorization and that AT&T would call them and I didn't have to do anything.
Now it's close to 7 months and upon calling to check the status JUST IN CASE; I find out I need to specifically call my sales rep to request a CSR (Customer Service Request) in order to move things forward. AGAIN, no communication. It’s as if they're just making up rules along the way. Now I need to change my rep, request a CSR, wait for the reschedule AGAIN, sell my soul, sacrifice a newborn, and dance around a fire while in chant just to get this done. I wish I could rate 0 stars because 1 star is being way too generous.
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.
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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.
Finally, the only solution to stop this from happening was to bar international calls from our office phones. While it is not a big part of our business, we do occasionally need to make calls to Canada or other countries, and when we do I have to log into the Collaborate control center and turn off the bar for whichever phone is going to be used for an international call, then remember to turn it back on later. Because, you know, as a small business person I have nothing better to do... In short, this isn't a full phone system since we can't even make international calls. This is a sad joke and I have regretted it every days since we gave up our old copper wire system at AT&T's insistence. I plan to find a completely different (non AT&T) service as soon as our contract is up.
Try getting customer support for your small business on a weekend. Only available Monday thru Friday 8-6. If your business runs on weekends like mine your out of luck getting help until Monday. AT&T not all businesses, especially small ones work on a 5 day week with bankers hours.
I have AT&T Digital Home Phone (VoIP) and am pretty happy with it. I have had no service or quality problems with the exception of when power goes out, duh... The only issue I have is with their customer service. They have a robocall blocking feature, Call Protect, that you are supposed to be able to enable from your dashboard but the link is busted and it took three calls and a couple of chat sessions to finally figure out that they have disabled the link while to make some enhancements. I have had Comcast digital phone and the quality is comparable.
AT&T put my service on "HOLD" for no reason. When you call to reach a rep, you are damn lucky to get one. Then they tell you falsehoods to get you off their ph line. I have a business with no working ph for 4 days now. AT&T's treatment is inexcusable. AT&T DOES NOT CARE about existing customers.
AT&T VoIP expert review by Ellen Muraskin
Comcast can assign additional SIP trunks on an as-needed basis for periods of high call volume.
Internet and Voice from one vendor: Businesses can get online using the same service they use for their VoIP service.
AT&T Business in a Box: Ideal for small businesses and satellite locations, this feature provides voice and data services over a single network connection and device. If you have an internal PBX you can simply opt for IP trunking to save money on calling; if you're starting fresh, you can go the hosted route. And if you're multi-site, you can choose per site for one integrated system; all extensions operate as under one phone switch.
Online call logs and address book: Residential and business customers can keep track of incoming and outgoing calls just like they can on a cell phone. They can also save important contacts in an online database so they never have to search for a number before making a call.
AT&T Collaborate: This is a cloud-based hosted voice and unified communications solution, blends voice with video, instant messaging and conferencing.
IP Toll-Free: AT&T's call center offering allows you to locate agents at any broadband connection. It supports intelligent routing, chat and video as well as voice and can replace multiple PRI trunks.
Best for: Residential customers, small businesses and large businesses.
AT&T VoIP Company Information
- Company Name:
- AT&T VoIP