AT&T Services — Local services in Dallas

EVEN THOUGH I’M A LEGACY CUSTOMER( Early 90s) THE TREATMENT BY THIS COMPANY HAS BEEN ABSOLUTELY HORRIFIC. THEY OFFERED ME A PROMOTION ON THE IPHONE 14…at $5.00 per month, WHICH I ALSO BOUGHT FOR A RELATIVE. THEY NEGLECTED TO TELL ME THAT IF I MADE ANY CHANGES TO MY PLAN, I WOULD LOSE THE PROMOTION. I CANCELLED THE TWO OLD LINES…AND THEY DROPPED THE PROMOTION, CHARGING FULL PRICE FOR THE PHONES, WHEN I CALLED TO COMPLAIN, THEY SAID THERE IS NOTHING THEY COULD DO.

THEN MY RELATIVE WHO TURNED 18, SAID HE WANTED TO MOVE HIS NUMBER TO HIS NEW FIRST NET ACCOUNT… MARCH 8, WE SPENT AN HOUR AND A HALF ON THE PHONE WITH A REP…EVERYTHING WAS SUPPOSEDLY APPROVED…THE ONLY THING MY RELATIVE DIDN’T GET TO DO WAS TO DOWNLOAD THE E-SIM CARD TO HIS PHONE…BECAUSE THEY WERE CLOSING….(9pm). THE REP ASSURED US THST EVERYTHING WAS APPROVED…

THEN MY RELATIVE CALLED MULTIPLE TIMES. FIRST NET TOLD HIM HE HAD TO CALL AT&T, AT&T TOLD HIM HE HAD TO CALL FIRST NET. HE CALLED MULTIPLE TIMES.

MARCH 31 I CALLED, THE AT&T TOLD ME THEY HAD NO RECORD OF OUR CALLS. THE REP TRANSFERRED ME TO FIRST NET…WHICH DID HAVE A RECORD OF MARCH 8, BUT THEY HAD NO RECIRD OF MY RELATIVE’S CALLS, SO THEY DROPPED THE APPROVAL OF HIS FIRST NET ACCOUNT.

The REP WANTED ME TO OPEN A FIRST NET FAMILY PLAN…. TO WHICH I SAID NO WSY…( FOR MONTHS NOW I HAD BEEN PLANNING TO DROP AT&T AND GO TO ANOTHER CARRIER, MAYBE T-MOBIL). I TOLD THE REP THAT IF THEY COULDN’T MOVE MY RELATIVE’S NUMBER, THEY WERE ABOUT TO LOSE 2 CUSTOMERS INSTEAD OF 1.

AFTER NUMEROUS TIMES ON HOLD, THE REP SAID I NEEDED TO MAKE MY RELATIVE AN AUTHORIZED USER ON MY ACCOUNT, THEN MY RELATIVE COULD MOVE HIS NUMBER. I SAID TO DO IT. THEN THE REP SAID ANOTHER PROBLEM WAS THERE WAS MONEY OWED ON THE RELATIVE’S PHONE…TO WHICH I SAID I’D PAY IT, WHICH I DID…PAYING THE TOTAL LRICE FOR THE IPHONE. THE REP SAID EVERYTHING WAS SET FOR HIM TO MOVE HIS NUMBER..

WHEN MY RELATIVE TRIED TO MOVE THE NUMBER, EACH TIME HE GOT A MESSAGE THE ACCOUNT WAS CLOSED…(THE REP HE SPOKE WITH SAID THAT SINCE I WAS A LEGACY CUSTOMER AND MY ACCOUNT HAD 9 DIGITS, AND CURRENT ACCOUNTS HAVE 12 DIGITS, THE SYSTEM DIDN’T RECOGNIZE MY ACCOUNT)…THE REP SAID WHAT HE NEEDED TO DO WAS OPEN A CASE WHICH WOULD HAVE A RESOLUTION IN 5-7 DAYS…. (COMPLETE STALEMATE FOR MOVING HIS NUMBER).

I CALLED AT&T AGAIN AND WAS TOLD THAT SINCE MY RELATIVE HAD A CASE NUMBER, THERE WAS ABSOLUTELY NOTHING THEY COULD DO. THERE MANY ISSUES HAVE COST ME A FORTUNE.

AT&T (MA BELL) USED TO BE A GOOD COMPANY….IT IS NO MORE. THEIR CUSTOMER SERVICE IS HORRIFIC—THE RIGHT HAND CAN’T FIGURE OUT WHAT THE LEFT HAND IS DOING. THE COMPANY IS IN DEBT…AND BECAUSE OF COVID, THEY HAVE LET MANY EMPLOYEES GO. THEY ARE VERY UNDERSTAFFED. MANY OF THEIR REPS SIMPLY DON’T CARE. IF THERE’S A COMPLAINT, THERE’S A FORM THAT TAKES 60 DAYS FOR A RESPONSE…. IN ADDITION, IF A COMPLAINT DOES REACH A CORPORATE OFFICE, REVIEWS SAY THEY USE A TEAM OF LAWYERS TO DISCOURAGE A COMPLAINT.

AT&T IS CURRENTLY SERIOUSLY MARRED….SERIOUSLY…. AT&T IS WAY OVERPRICED GAUGING CONSUMERS.

THE ONLY COMPANY THAT SEEMS TO BE FUNCTIONING IS AMAZON…WHICH SEEMS TO GET PACKAGES TO MILLIONS, ON TIME…. AMAZON HELPED MILLIONS OF AMERICANS GET WHAT THEY NEEDED RIGHT TO THEIR DOORSTEP, EVEN DURING COVID.

MY EXPERIENCE—-AMAZON’S CUSTOMER SERVICE REPS GO OUT OF THEIR WAY TO RESOLVE A PROBLEM. AMAZON REPS BEND IVER BACKWARDS TO TRY AND RESOLVE AN ISSUE—-THE REASON WHY AMAZON IS SO SUCCESSFUL.

I THINK JEFF BEZOS DESERVES A MEDAL OF HONOR FOR ALL THAT HE HAS DONE FOR THE AMERICAN PEOPLE, FOR THE WORLD. HE DESERVES TO BE WEALTHY. BY HAVING PACKAGES DELIVERED DURING COVID, RIGHT TO THE PERSON’S DOORSTEP MAY HAVE HELPED SAVE MILLIONS OF LIVES.

AMAZON’S WEBSITE IS UNPARALLELED—-AS A CUSTOMER CAN GO ON THE SITE TO REPURCHASE AN OBSURE ITEM BOUGHT YEARS EARLIER….

AT&T NEEDS TO BE SERIOUSLY OVERHAULED… AS THEIR TREATMENT OF CUSTOMERS, EVEN LEGACY CUSTOMERS IS HORRIFIC. A SIMPLE MATTER OF CHANGING AN EXISTING PHONE NUMBER TO ANOTHER ACCOUNT, A NIGHTMARE. LEGACY CUSTOMERS FOR THEIR LOYALTY ALONE,...

I am only giving any stars because of the associate Dee, and I'm not putting everything that occurred due to Google's character limit... My full review is on Sitejaber.com and Yelp... This review is for AT&T/Firstnet... I have never had so much trouble and headache activating a phone on an account I have had for years... On 2/19/25 I chatted with Erica on the Firstnet chat site regarding activating esim on my current phone because I was upgrading from a phone with a physical sim to one with an esim.. Erica changed my current phone to an esim, sent me the steps for activating the new phone, but once we were disconnected it didn't work.. I chatted again, but this time with Rhea... Rhea chatted with me the necessary steps, and once we disconnected, the same thing occurred (I was unable to activate my new phone utilizing the steps provided).. I contacted Firstnet's 800 number and spoke with Lee... We went through the necessary steps, and Lee stated hopefully it works because the fraud department is shutting down soon... I was confused by his statement.. I explained the phone wasn't stolen, and asked why would the fraud department be involved.. He never really explained, but whatever prompts he did regarding activation of the new phone were unsuccessful... Lee told me to contact AT&T the next day at 9 a.m. Eastern Time and they would be able to help... I asked why the phone couldn't be activated and he stated the fraud department usually has to approve imei swaps... I have never heard of that, but I followed what Lee told me.. Once we were disconnected I got 3 texts asking if I was trying to activate a phone, and if so reply with the code that was sent... I replied, but nothing happened...  On 2/20/2025 I contacted Firstnet and the rep Adrianna stated she needed a number to contact me at once she activated the new phone.. I gave her my work number and she stated it wasn't working.. After 3 times I told her to forget it and she gave me the number to the activation department at AT&T/Firstnet... A few hours later I contacted Firstnet again and spoke with a rep named Danielle.. I explained I have a number she can call once the old phone is deactivated and she stated they don't do that... I explained I spoke with another rep earlier that stated you guys could do that.. She continued to state differently, so I told her never mind... I contacted AT&T again a few minutes later and spoke with Gus.. Gus attempted to help me... We went through all of the necessary steps of the imei/eid info... Gus explained the rep Lee was actually Malik who's a rep in his call center, and he did nothing on my account... Gus explained the entire fraud deal.. Gus placed me on hold to get the fraud department on the phone.. While on hold there was a text just like before asking if I was trying to activate a new phone and reply with the code sent, which I did... Gus did a three-way call with Pablo (working from El Paso) in the fraud department.. Pablo asked me a series of credit/security questions (which car was associated with me years ago, the total of the last 2 numbers of my driver's license number, if I knew a female that lived in GA,TX, AZ, TX (yes he said TX twice)  or if I even knew that person, and a female with the same last name as me).. The last question he asked me just so happened to be my husband's ex-wife and they wanted to know her age.. The answer choices were 3 different age groups and I don't know that person.. When I explained to Pablo who that person was, and I knew nothing about her.. He stated they couldn't complete my transaction... He also stated it doesn't say which answer was incorrect or why, but I know it was the last question... Gus suggested we go to the store... I was ready to cancel all of my AT&T/Firstnet services, but my husband and I were 5 minutes away from the store, so we tried the store.. Dee, the associate at the store activated my new phone WITHOUT HASSLE in less than 5 minutes... Thanks Dee for doing something no one at  AT&T/Firstnet could do...

If you can, avoid ATT at ALL cost. This is the absolute worse experience I have ever dealt with. The only reason I followed through was because I literally had no other option due to being in an apartment complex that uses att. First of all, I tried to set up service online to take advantage of the $100 rewards card. I plugged in my address and said it doesn't match any of their records. So I was required to call and set it up via phone. When I asked about the rewards card (since it said it was for signing up online only) they guy told me they didn't do that online and started to get an attitude about it. I had to say, I don't need the attitude, I'm just asking. He continued with the attitude so I hung up and called back. The next person I talked to, set up the internet for me that took an hour long conversation. I inquired about the rewards card with her, she initially said no and then by the time the phone call ended, she said, since I saw it online, they have to honor it but will have to talk to customer care. They also told me, that a self install was not available in my area and I was required to have a professional install for $99. Not sure how a self install is not available in some areas and not in others. Once I was complete with the set up, the lady transferred me to the wrong department. Not sure how you mix up customer care for internet and direct tv services. Later that day, I looked at my bank account, they required I pay $100 up front for whatever reasons, and I saw two charges on my account. So I called back and talked to the lady. She told me I had to wait 30 days after my set up of services before they can look into any charges on my account. I told the lady, that is unacceptable and I want to speak with the manager. I waited on hold for over 10 minutes to be told I couldn't speak with a manager because none of them were avaible. I just hung up and walked in the store I drove to while waiting to speak with a manager to see if they could help. They were very helpful and recommended I call customer care and talk to a specific department because there wasn’t anything they could do. So I called and talked to this department and they confirmed that everything that was scheduled to be set up was all wrong, the address was wrong and everything had been messed up. Well, now having so many different stories and not trusting any of them, I call back to confirm and this person now confirmed all the original information. And on top of that told me somehow the $99 professional installation fee was now free. It’s crazy that no one know what’s going on when they look at the same account. So at this point, it’s a mystery on whether of someone is showing up to connect my internet and what time. save yourself the time and effort of dealing with this. In what should had taken 20 min max took a total of 4+ hours. These people are the most incompetent people I have ever felt with and this is not the first issue with them. I had similar issues when trying to set up phone service many years back and went to Verizon instead because att creates so...