Consumer Complaints and Reviews
My "fantastic" deal for cable, Internet and home phone was not so fantastic. I was told that I would pay no more than 89 dollars a month for all 3 services. After 7 months of terrible Internet speeds, that is when I actually had internet, I had everything cut off. My last bill was $385 after returning equipment! When I called, I had the privilege of speaking to the rudest, most condescending people this place has to offer. Not only would they not discuss the fact that I had been overcharged and lied to but they insisted on letting me know that it was my fault. I truly can't believe this company is still in business! Shameful.
I HATE AT&T! When they bought Directv. I tried to cancel back in March of 2016, they talked me into another year and gave me a decent price to stay. Yet EVERY month I get a different price. It is never the same price, much less the price I was quoted. And every month it is some kind of excuse as to why the price is what it is. And it's always different with a different excuse. I was a loyal DirecTv customer, never had a problem until At&t took over. I don't have phone service with them anymore because they SUCK! And now I will have to cancel my TV service with them. RUN!!! RUN FAR AWAY! Use ANYONE else!!!
I previously had Time Warner Cable. AT&T told me that if I switched with them I would get all the channels I need, and good internet for a cheaper price (I specifically asked them about specific channels I want like... BEIN sports and a couple more). They clearly said yes, I would be getting those channels, and I ended up not getting at least one of them so they had me pay for a whole new package for an addition $20 a month. Then I noticed for the 1st 3 months I have not been getting the 18 mb/s download speed and 3mb/s upload speed I was promised.
They sent a technician to my house and he said my plan said I only had 1.5 mb/s upload. I called AT&T and asked them why they lied to me about all those things I was promised to receive, and they said they mistakenly told me I would be getting 3 mb/s upload and apologized for it. If I knew I would only be getting 1.5 mb/s I would've never switched to them. And since I wasn't getting 18mb/s the technician said I need to purchase a wifi extension that should give me my 18 mb/s around the house and I did that and I still didn't get 18mb/s around the house.
Spend at least 40 minutes on the phone every month with people I can't understand trying to get my bill straight. These people are the worst in the business. Canned excuses all the time. Can't wait to throw them out!
All reps lie to you each time you call. I had a defective modem and was supposed to be sent one Next day Air. Somehow it was "cancelled" when I called 2 days later to ask where it was. I kept getting sent to DirecTV for customer service then sent back to AT&T for about 3 hours. Finally I chose to just disconnect when a rep gave me an option too with the disconnection fee waived. It's been 2 months and I see my bill with an extra 100 dollars charged to my account since they still had my card number from DirecTV.
I called to talk to a supervisor and what do you know once again I was lied to because there was no note about the disconnection fee being waived. I was even more upset when the supervisor started getting loud over the phone and basically told me I was lying. Never again will I get internet service or cable service from Directv or AT&T since they are now joined together. Bad move for DirecTV. Better off getting Time Warner internet. I am now able to stream. AT&T was a joke. I couldn't even stream if my life depended on it.
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Changed from U-verse to DirecTV with AT&T in May. Took 3 months to stop the billing and credit for the U-verse service. Returned equipment and still got changed the $150. Waiting on equipment credit x 2 months. Back in June asked for DirecTV to be bundled with phone and internet. Our October bill is still not bundled. Internet service went from $20 to $60 a month for unbundled charges. I have called and talked with a representative every month and each time they tell me that it has been corrected. What a mess!!!
I wanted internet service so I could stream TV & have web. Nothing worked from day one! Tried to cancel but no one answered! Reps documented it but they are saying that there's nothing! WTF! Hours are until 7 pm! I've called around 6:30 pm after work. Music playing and no one answered. Rep would come on and say "no one is answering" so they are documenting I tried calling! When I finally got someone she said my service was on suspension for payment. You ** think! Maybe because I've NEVER been able to connect yet been billed for service I DON'T have! I've been waiting for a RMA to return this POS and she said to take it to a AT&T store! WTF! Why didn't the Rep say so in the first damn place!!! I'm NOT paying for something I COULDN'T/NEVER used! I wrote down two of the many reps I talked to and his name was Jason and her name was Mary!
AT&T U-verse may take pride in the merger with DirecTV and offer great discounts to recruit customers, however, consumers should absolutely beware. This company is the most disconnected, inefficient, and by all means fraudulent. I initiated a two year contract with "Brooke from Missouri" which I recorded, and sadly, I know Brooke's whole life story. This should have been a red flag that it was downhill from that point on. I have spent endless hours trying to get close to the bundled billing amount I was quoted. It's surprising how the bundle is $175 more than the recorded quote, because most people would not be upset about a mere $175 a month? Brooke basically promised the internet, DirecTV, landline and cell phones would total $225 per month for 24 months. The fourth cell line is also free, according to a very bubbly Brooke.
The monthly bills for the last three months keep tallying a total of $400 per month. I have been promised a senior specialist will return a call within 7-10 business days, per Dominique, never happened. "A supervisor will call you back in 90 minutes" according to Nina, never happened. I will continue to utilize social media to deliver this bad business practice so other potential customers will seriously look to media options.
ATT has no regard for education. Internet goes out the day before I have to hand in an exam, so I have my significant other call customer service to see what may be the problem and explain the importance of the issue. They don't know (which is understandable. I figured it may be the rain). They said they can send out a technician to see what may be wrong. However, if their modem and line/s are "not the problem" we will be charged $100 for verifying this! We already pay your premium each month. Checking and maintaining your equipment is PART of JOB. Luckily if nothing is wrong with your equipment, then call it a day. Way to go pulling this stunt right before a college exam. How about this... if the internet is not working by 10pm tomorrow (10.20.16) I will forward you MY invoice, for failing a $900 class. Kapish?
After almost 9 years with AT&T I'm done. Worst customer service. They try to take my money charging extra for everything, gave me a promotion price and never respected the price, every month call to see what going on with the promotion price always a excuses.
I have U-verse from AT&T and received my bill and it was 100.00 higher than normal. Called to discuss the bill and the customer service rep tried to tell me because I purchased 2 - $6.00 movies that's why it was higher. I explained I didn't care about the movie charges for total of 12.00 but was interested about why my bill was 100.00 higher and she proceeded to tell me my plan features have ran out. I never got a call or letter regarding this. It amazes me how the customer service rep was so hateful, disrespectful and a complete dumb ass. She didn't want to help a loyal customer for more than 5 years. All she could say "would you like to open a new acct in your name to get the promotions again". REALLY. YOU HAVE GOT TO BE KIDDING ME. I thanked her for not wanting to do her job and hung up.
I had my service installed three days ago and have already had to call 5 times because the wifi continues to go out. Additionally, the service is extremely slow. Although I have only had the ATT internet for 3 days, for the past two, it has not been working at all. I was told that they were going to send out a technician but could not guarantee that I would not be charged $99 for the service call.
I had ATT a few years ago and had hoped that their internet services had improved. The last time I had it, I had the same difficulty. I was wondering if they purposely allowed the services to either slow down or not function in order to save money for their company (much like the scandal in which they had to pay millions to customers to whom they bilked money out of by slowing down their cellular data). I am beginning to wonder if this is the same situation. Now, I am locked into a ridiculous contract for 2 years. If you are contemplating getting ATT internet service, do not do it! Consider yourself warned.
When you are a natural-born US citizen you speak English. I recently decided to find out if AT&T offered a wireless TV cable box. We have wireless AT&T throughout our house but wanted a wireless box in our entertainment area so there were no wires showing. So of course I had to speak to a customer service person that speaks very little English, hence she has no idea what I am talking about and ended up with the same cable box that we had.
So once again I call Customer Service, this time I get a gentlemen that understands very little English, guess I don't have to repeat myself. He informs me after consulting with someone that AT&T does not have such an item as a wireless TV cable/DVR box. I am very surprised but do not question as I am already frustrated after spending another 30 minutes on the phone with someone that has no idea what I am talking about. He instructs me to go ahead & send back the cable box that was just mailed to me even though serial #'s had been taken from the old to disconnect. I was concerned this was not the thing to do.
So, guess what, tonight I come home & my cable box no longer works. IMAGINE. I call the "new service" line as I know that is the only way to talk to an American, & all that they can offer me is to connect me to Customer Service which is who screwed everything up in the first place. I work in the health care industry, and I can tell you I would never treat anyone like this. I hate AT&T & I will do everything I can to find a way to cut the cord. I hope everyone finds a way to cut the cord. How do you run a business like this? I feel sorry for those that I spoke to because they have no way to help the customer but they take the brunt of the people like me that are so disgusted with the business.
My husband and I cancelled AT&T U-verse and our cell phones and went to Verizon and Comcast instead in July (7-9-16). Just received a bill for $500 on 10-18-16. We paid it all to cancel the contract and turned everything in. I cancelled via phone that day.
I really don't know how AT&T is getting away with all the wrong crap they do. I've never seen a company run over their customers as bad as AT&T and get away with it. You shouldn't be allowed to treat the people whose keeping your business open like their nothing but road kill. Wrong in every way. But they have wronged me for the last time, I guess AT&T likes being sued.
I would have given this company is zero rating but this was not possible. We have been dealing with poor service with AT&T for months. Most days we are not able to access our TV, telephone or Internet multiple times a day. Customer service representatives are inept and seem to be from somewhere outside the US. They can barely speak English and don't seem to understand how to help. I have demanded compensation for the hours and hours I have spent on the phone with customer service and Technical Support, the numerous hours I've spent waiting at home for the technician to show up at our house, let alone all the hours that we have not had any service.
I was told I was going to receive a $120 deduction in my monthly bill as well as a $75 gift card but this ended up being a lie. I was told this promise could not be fulfilled because it was not documented on my account. One man told me I could get $60 reimbursement while another woman said the most I could get was $50. They give me the run-around, transfer me to multiple different departments, and basically screw with me. When we had Comcast service we never had to call a technician once and we never had one problem with our service. Unfortunately, even though we have had horrible service with AT&T, they will probably stiff us if we try to get out of our contract. I would definitely think twice before signing up with AT&T no matter what package deal they try to sell you. Horrible company!! !
I'm so disappointed in AT&T and I'm even more disappointed in DirecTV. I have such a long story to tell about these two companies but I'm just so tired of repeating it. I will never go with these companies again. Bad customer services, inaccurate advertisement, and terrible service. Would not recommend this service to anyone and would not want anyone to waste the time I've already wasted. Lost so much time and money with these company. So glad it's all over with. You live and learn.
I received an invitation to join the network at a discount, however, I didn't realize that it was a DSL modem and needed a phone line which my complex did not have. I called the AT&T customer support and they told me to take the device to a corporate AT&T store which I did the next day. At the store I was told that they do not accept returns back and have a deal with UPS to receive returns. They said there was a UPS store across the street. I drove my car there since parking is strict in LA only to realize that the UPS store is closed. I then located an open UPS store, and when I went in there the guy said that their system is down and he cannot take the return. I have a very busy career and personal business and do not have time to run around down and call customer support over and over again. This is a nightmare.
AT&T as an ISP (Internet service provider) is just sad. Their wifi cannot handle 1 laptop and 2 wireless tv receivers without being slow. I'm a gamer I play competitive eSports so ping/latency means EVERYTHING. A good ISP would give me about 20-40 ping MAX. Whereas I'm lucky to get 50 ping with AT&T at 2 am with just my laptop (after I unplugged receivers) and god forbid a phone connects to the Internet goes up to 700 ping... 700 PING! 1 PHONE and I GET 700 ping not to mention just random spikes of ping when I'm home alone or up at 2 am. If I can say 1 thing about AT&T as an isp is they are so bad as an isp. I hate their phone/tv service. Charter over AT&T.
I should have known I was in trouble when it took this company 6 days to do the installation. I have had service for 20 months and had repair at my home 18 times. I swapped a box once and was told 3 months later that I did not return the original box and was charged $168. I had my UPS receipt and proved to them 5 times the box was returned. It took 2 months to clear that up. Never again. I will be going back to Comcast in February. I was with Comcast for 26 years and never had a service problem. But the cost kept going up and I wanted a cheaper bill. I will gladly pay a little more to be worry free.
I accidentally overpaid my AT&T account significantly by almost $2500. I called after I discovered this and was told they would try and reverse my payment or send me a refund. I was told that I would receive an answer from AT&T within 2 days. Two days later I received no response so I called again. I was told there was no record of my call but was assured they would either reverse the payment to my account or issue me a refund check and I would receive the refund check in 5 - 10 business days. I was given a reference number to refer to for my records to verify the issue and track the overpayment of $2,580.
I called two additional times and was told my check was cut on October 5, 2016 and I would receive it within the same time frame. I called again on the 14th to check on the status. I was told that the check never was cut but that it was in processing. I still cannot get an answer as to when my check will be cut. These guys are crooks from Chairman Randall L. Stephenson on down and are committing consumer fraud. Stay away from AT&T. I guess I will need to file a complaint with the FCC and the Texas AG's office. That will be my next step on Monday.
Having problems with tv freezing up. I have 5 tv's hooked up to Uverse. Called for service appointment and talked to a Spanish (I guess) person named William. Told him what my problem was in detail and he suggested that I needed a technician to check into this and set me up an appointment for this afternoon. He was very professional and helpful. A good representative for your company. Right on time I got a call from a technician named Jon to see if I was home.
In a few minutes he was at my door and introduced himself. He discussed with me what his plan was to see what was wrong with my tv reception. He pointed out that some of my exterior equipment and connectors were outdated. This was because my neighborhood was close to the first in Arlington to have fiber optics. Well Jon went through all the exterior wiring and replaced the coax cable with CAT5. All through this call he showed me the noise content that was currently in my signal. It looked like a bunch of drunk ants on his device's screen. After his service, it showed a connected straight line, no noise! Jon did a knocked out job for me and I appreciate his attitude. THANKS JON.
Couldn't believe AT&T has turned so horrible in providing services. They have agreed a new service installation and given a date/time for service installation and they simply don't show up. I have wasted hours and hours leaving my work waiting for AT&T technician who never showed up and wasting hours and hours talking to multiple AT&T service representatives who doesn't even care about customers and no solution provided.
I had an issues with my bill from switching my plans. I called to discuss with a representative. First, it was hard to understand the person. She sounded like she was trying to figure out what word in the English language to use. Then when I was not understanding and she was not able to explain it to me, I asked for a Supervisor. She refused to put a Supervisor on with me. She would put me on hold for at least 10 minutes at a time for 4 different times. Every time I would ask to speak with a Supervisor and then she would put me back on hold and never get me the Supervisor. I was polite the entire time. I was standing my ground in requesting a Supervisor.
AT&T is providing a service and I am paying them for that service. I am the customer. They should treat me with better respect than that. I finally hung up after 30 minutes. I called again and spoke with someone else and finally understood my bill. I asked again to speak to a Supervisor just to complain about my previous incident. That person again did not give me a Supervisor to talk to and told me they do not have a Supervisor there. The Supervisor does not come in until 11:00 Central Time. We all know that if you have a business, that there are supervisor available. Needless to say, I will be changing providers when I am able to do so.
This is somewhat of a continuation from my Time Warner experience. I tried calling into order DirecTV, since I had to leave Time Warner/Spectrum. However, I get a sales representative for AT&T U-verse instead of a DirecTV representative. Long story short, I asked the representative for DirecTV cable with Wifi and the sales representative tells me I qualify and sets me up for an installment appointment the very next day. However, once the installer gets to my home, he installs Wifi and a phone through AT&T U-verse only.
I called in to tell AT&T to uninstall the service, because it was not what I'd asked for and they would not send their installer back out to uninstall the equipment. Thus, the AT&T representatives gave me the runaround for a week and just recently sent me a bill for service at 52.00; service I did not ask for and requested them to remove. Till this day, I continue to fight with them to reverse the charges, because they gave me service I did not originally request in the first place. "Bait & Switch Tactics" - watch out consumers the cable people are merging to take hang us all out to dry.
I was a Uverse customer for two years. I planned to move to a different apartment and since they don't have Uverse as their service provider, I decided to cancel the Uverse service. I called and scheduled the transfer for 15th of Oct. I saw the bill for the month of Oct has been charged for the whole month and I spoke with someone at AT&T over the chat and he confirmed that the connection is scheduled to be cancelled on 15th and I have to pay the bill in full and AT&T will refund the amount later.
This morning I see that I don't have internet. When I called AT&T I learned that they had scheduled it to be canceled on 11th Oct and not on 15th Oct as I had asked to. There was no email confirmation on the same, there was no instructions on how to return the device, which are the usual drill when a connection is canceled. After spending more than 30 mins on chats and waiting on calls and transfers I was told they need to run another credit check to put me back on internet. I have decided to live on my mobile internet (it's again an AT&T connection) for a few days since I can't afford another credit check for someone at AT&T put the dates incorrect. I will try not to move into any apartment of community that have Uverse from now on.
I have been with AT&T for two months and in these two months I have already had to call for 3 technicians to come and "fix" my internet situation. My "high speed" internet is slower than slow. The router they provided keeps dropping the connection and says I have no service! In order to reconnect, I have to disconnect the router for 30 seconds only for it to work for about a minute then it drops the connection. The 3 technicians that have came apparently "fixed" the problem but that is complete garbage. Then every time the technicians come, they make me seem like I have no idea what I'm talking about. Horrible service and horrible customer service! AT&T should not be an internet provider if they don't even know how to have running high speed internet.
Cannot even believe that a company, known nationwide and among the top competitors, is as disorganized and dysfunctional as they are. My husband and I literally moved down the street, not even a mile away and have had so many problems since our move. We upgraded when we moved 18mg to 45mg, we had a tech guy come out to install our new equipment. After about a week we noticed our internet was actually worse. My husband called, they said our account was actually canceled (we were never notified, and figured everything was okay and we had an account because you know SOMEONE CAME to our APARTMENT and INSTALLED EQUIPMENT?!?)
They then immediately shut down our wifi, and said "we will send a guy out on Monday" (that happened on Friday) to install our 45mg. My husband TOOK OFF WORK to stay home and wait for the tech WHO NEVER SHOWED UP! When we called they said the appointment was canceled...by who? Not by us, and apparently they don't know by who either. We have been on the phone for a total of about 4 hours, bouncing back and forth between people with No Results... and still no wifi after 2 weeks in our new apartment. BTW, we were still charged for all of this. I am a student in college who can't do their homework. I have to do it on my phone, which is making my phone bill through the roof!! FIND SOMEWHERE ELSE!!! Not worth it!
Using this company for two years is two years way too long. They did not have anything right in the beginning and they still don't have anything right now with their phone service, internet, and cable. None of these services are worth having for free much less to pay hard earned money for them. It will give you high blood pressure and anger issues to deal with them about anything even if you don't have any health or anger issues. They bring out the worst in people. Their product is good but their business sure needs some professional help from the product installation to technical repair problems with technicians. You can not just request a technician to come to your home you have to go through many a virtual operator before you can even to a human operators who then makes you do troubleshooting even when it's been done three times previously in the same day.
They set up an appointment for a half of a day for you to wait on them for them to only go to the wrong place and oops they're sorry you will have to start back at square one with an operator troubleshooting again. After two days of this I still have no internet or cable or no appointment to even be seen. This is absolutely miserable to deal with. Please take your money to company who will provide you with professional and dependable service and products because you Will Not get this from AT&T.
I have had the most MISERABLE experience with all aspects of the U-verse/DirecTV/internet customer service. First let me start with U-verse and DirecTV. After AT&T raised the price of my current U-verse package without notifying me, I decided to cancel my U-verse service. They suggested I try DirecTV. With a lot of hesitation, I decided to give DirecTV a try. I scheduled an appointment for a service tech to come and install the DirecTV. Taking time off work, I waited all day for the service tech to show up. The technician finally arrives 2 hours past the allotted 4 hour window and immediately the technician says he needs to reschedule. He said it was simply too late for him, it was getting dark, and he would not be able to do an installation in the dark. I let the technician know that I took time off work and rescheduling was not an option.
He immediately says that DirecTV would not be an option for me because there is a large condo unit next door to me blocking any kind of satellite signal. It seemed to me that he had determined that he was not going to perform the service that day regardless if it could be done or not. Highly annoying, but honestly, not unexpected when you’re dealing with this sort of service. During this whole process of trying to switch/cancel my cable, my internet goes out. After calling technical support and them running all of the necessary tests, it was determined that my internet was not going to fixed and they needed to send out a new modem. An order was placed for a new modem and to my ignorance, I thought it was being sent. A week passes and I still have not received the modem. I call customer service and they say the order was never placed. They apologize for the inconvenience and say they will place a new order.
Seeing as my previous interactions with AT&T have been unfavorable, I called daily to check on the status of the delivery for the modem. Every day they told me the delivery was en route and would be delivered within the next day or two. Today I called and they told me the order was CANCELLED A WEEK AND A HALF AGO! How in the world could the order have been cancelled? I have spoken to someone at AT&T customer service nearly every day for the last 2 weeks!
I have wasted over (no joke) 10 hours on the phone with AT&T customer service and I am at my wits' end! In my 38 years of life on this planet, I have never dealt with such incompetence and lack of regard for a customer’s time. It just feels horrible to know that when you are speaking to someone in the supposed 'customer service' department, your words are falling on deaf ears and you are unable to trust that the work is going to be completed as ordered. BEYOND UNHAPPY.
ConsumerAffairs Research Team
The ConsumerAffairs Research Team believes everyone deserves to make smart decisions. We aim to provide readers with the most up-to-date information available about today's consumer products and services.
AT&T Uverse Internet service is provided by AT&T, one of the oldest utility companies in the United States. With over 10,000 patents and nationwide coverage, AT&T offers various Internet, telephone and satellite options to customers all over the country.
- Online orders: Customers can order services directly from the AT&T Uverse website. Available options are based on zip code and street address.
- 24/7 support: Uverse technical support is available 24 hours a day via telephone, and live chat is available via the AT&T website.
- Reliability: Users get a dedicated line with steady services and little variability in speed, even during the busy evening hours.
- Easy switch: Moving from another company to AT&T is simple and quick as the company offers coverage to the majority of U.S. addresses.
- On the go mobile viewing: Subscribers can download the Uverse app to view live or recorded TV straight from their mobile devices.
- Best for Those who need a reliable connection for news, information and homework help.
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AT&T Uverse Company Profile
- Company Name:
- Year Founded:
- 208 S. Akard St.
- Postal Code:
- United States