I am only giving any stars because of the associate Dee... 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 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 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 did nothing on my account... Gus explained the entire fraud deal. Due to the reps before attempting to activate my phone and having me attempt to activate my phone on my own, it made it seem like there was fraud with the sim... 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 of 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... I was very upset to say the least... My husband's ex-wife should NEVER come through on my credit for security purposes... I asked Pablo what the time frame was that I needed to wait before trying again and he stated there wasn't one... When I asked him if we could try again right now he stated he couldn't; however, he just stated there wasn't a time frame to try again... Once he disconnected, Gus stated he thinks the last question is why Pablo denied the transaction, but I should go to the AT&T store later or tomorrow... I was ready to cancel all of my AT&T/Firstnet services and return the new phone... My husband and I decided to try the store since we were only 5 minutes away, and it was a store we have always had a great experience at... 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 for 2 days...

I'll start off by saying I loathe AT&T. I have a phone I paid off in May 2024. I have the paperwork from AT&T showing it's paid in full and I cannot get themntonunlocknitbsoni can sell it. I've spent at least 30 hours on the phone talked to managers supervisors and reps totaling 21 employees of this trash company. I've been traveling and didn't have the phone with me but was told by a manager the phone was unlocked. I got home and checked and it is not unlocked. I have gone to a retail store which sent me to a corporate store and the manager at the corporate store told me to call customer service. I drove 15 miles to the store for her to tell me to call customer service. I said no they can't help me and she instructed me to leave the store. I spent another 2 hours on the phone tonight and nobody will help me nor unlock it. I cannot get AT&T to do anything about this and I have the paperwork in hand showing it's paid off plus my bank statements showing where it came out of my bank account. I have never seen a worse company. I'm calling an attorney tomorrow and filing a lawsuit because they're breaking FCC regulation, consumer protection laws among just a few things that they are doing wrong because they are ignorant. And I can't even count how many times I have been hung up on by agents. They hang up the phone. They must not have any quality control or those agents would be fired. I would warn anybody to not do any business with AT&T. They are the worst company on the planet.

ATT REFUSED TO PORT MY CELL NUMBER *******617 TO Verizon. I have used this cell number for 24 years for my business and it is costing me a lot of money in lost business because my customers can no longer reach me at (305[) 761-7617. I made a complaint for this with the FCC Ticket No. ******* and others Att still refuses to port my cell number *******617 to Verizon. JIMMY W. SIMMONS OFFICE OF THE President of ATT refuses to let me port my number over to Verizon numerious times now after the FCC asked them to solve this. His phone number is *******804. My complaint against ATT was because of very bad cell phone service. ATT admitted my cell phone service was congested but said they would not fix it! ATT did issue me credits for the poor cell phone service but said they canceled my cell service with them for getting all those credits customer service voluntary gave me but now claimed unfair it was abuse when it was not abuse just credits for the very bad cell phone service from them. Att is lying IN THE LETTER THEY SENT me and the FCC saying they sent me a cancelation notice that I never received. I am Jewish and AtT canceled my cell phone service on Passover 4/26/2024 This is retaliation for my FCC complaint agsinst them. I never received any notice they were canceling my service and them refusing to port my phone over to Verizon. They can not provide any real proof that I received this and I will testify under oath I never received a cancelation notice from ATT. I had called ATT two days before they canceled my service and a week before and Att customer service never told me they were canceling my service on 4/26/2024 and also would not let me port my cell to Verizon. Something importsnt like this should have been sent to me with my signature required or verfied I received the so called notice which I never received. ATT also did not send an Email; text or phone call to me telling me about any cancelation of my cell phone service. Need it ported.

I received an email that my account passcode had been changed along with a number to call if I did not change it. I have not changed it so I called AT&T and the representative assist me to secure my account. Unfortunately, it appeared that an estranged family member who I was still paying for a cell phone had changed the code, I reached out to that family member and asked them to please open up their own account within the next two days so that I could remove their line from my account. The next day I received two emails from AT&T one my passcode has been changed again and the other one bill me for over $1400, and indicating that my monthly bill had gone up by $160 more than what I was already paying. I called AT&T to let them know that I had not changed the code or made the charges and report fraud. I was on the phone with AT&T for over an hour and a half, including time with a supervisor. They said that the charges shouldn't have been allowed to be made since no one is authorized on my account and the account is in my name only however they refuse to remove the charges and told me that I needed to file a civil complaint with the police department. Said the charges were made at an authorized dealer, and therefore they didn't have access to any of the information about the charges and couldn't tell whether or not the device that was bought in my name was taken from the store or just an order that was placed. They told me the only way they could remove the charges if the phone is returned, even though they didn't know whether or not the phone had actually been taken with the person who made the charges, they told me that they do not have any responsibility to maintain security on my account and that anyone who has a line on my account has access to change the code anytime they choose, and therefore make changes to the account and apparently purchases. I asked about canceling the line and they told me that would accelerate the charges and I would owe them the charges in full at the time of cancellation. They flag anyway, so there was no way for me to protect my account and make sure that this doesn't happen again without paying $1400. I did contact the police department who was able to determine that an order was placed for a new phone at an AT&T store, not an authorized retailer, so I'm unsure why AT&T wasn't able to provide me with any information including what device was purchased, what changes were made to my account, what store the device was purchased or ordered at or any other information. Fortunately, they were able to talk to my family member, and I'm hopeful that this will be resolved without too much trouble. I still don't know what changes were made to my account to increase the monthly bill to $368 a month from the $220 a month but it was, and I suppose I will have to wait to see how that plays out. I did also file a fraud claim with AT&T. You aren't able to speak with anybody in that department, and instead have to file an online claim before you can speak to anyone, so I have no information about that as of yet. It's remarkable that someone with no authorized access to my cell phone account was able to go into an AT&T store and make changes to my AT&T plan and also buy a new $1400 phone on my credit and my name without me being aware of it, and AT&T refuses to take any responsibility for the charges or the security of my account. Obviously, as soon as I can get a different service, I will do so. I've been with AT&T for about 20 years.

I purchased a phone at the local AT&T store. Upon purchasing the phone, the customer agent told me that I would receive an email from AT&T that would assist me in setting up my account.

I went to the aforementioned email and went to the link provided. The site had a link for "New User." However, it would not let me set up an account, as it would not let me set up a password, even though I followed the instructions to a tee.

The above is Example of Failing to provide correct instructions for setting up a password for an account to service a product I had purchased

Next, I tried another method on the site that didn't work.

The above is Example Number 2: No clear direction as to how to set up an account that actually works.

I finally found a customer service number (after much searching) and called it. Somehow I was able to set up a PIN, which was aggravated by the fact that the phone-robot voice kept missing my numerical input, though, again, I was exceedingly accurate. The voice said that it didn't receive any input from me even though I entered it. It took several tries.

The above is Example 3 - Shoddy phone equipment and Example 4 - Using a phone robot that you have to dumb yourself down to their level in order to get something done instead of being able to talk to an actual human being.

Somehow I was able to get through to a Customer Service agent. I told them my problem, that A) I was trying to set up a password and the system would not let me, and B) that I wanted to purchase more minutes.

The individual said that my phone was serviced by a third-party and that I would have to call them. He gave me the phone number. This, after being notified that I was supposed to call a certain number, which ended up being wrong.

The above is Example 5 - Not giving me the correct instructions to begin with, instructions that were misleading, Example 6 - Selling me a phone that is not even serviced by AT&T, and Example 7 - A Major Corporation using a third party vendor. No. I was doing business with AT&T, not some other perception. I should never have to go to some other company, one that I do not do business with.

I then called this other number. They wanted my PIN, so I entered it. The (robot) voice said it did not recognize my phone.

The above is Example 8 - Not being able to detect my phone even though I had gone through all of the correct steps.

Let's recap. AT&T did the following:

Failed to provide accurate instructions on how to set up an account

Mislead me into thinking I was supposed to contact one customer service perception when in fact it was supposed to be another, which, again, I was never told about from the start,

Does business with a third-party vendor that the customer is just expected to interact with. That is inexplicable, when you are one the largest corporations in the world. Furthermore, this overly complicates things. And, I was never told about this ahead of time.

Shoveled me off to this third party vendor even though the original instructions said to call the original customer service number

Has shoddy equipment that does nothing but waste the customer's time.

Uses robot phone menus and phone robots, instead of having live actual human beings to deal with. This is counter-productive, it is a case of going backwards.

Has an online interface that is confusing, misleading, and just plain DOES NOT WORK.

Finally, I took the phone back for a refund. The customer service agent did not even ask why I was returning the phone. Out of the over $126 I originally paid for the phone and minutes, I ended up with a "refund" of $23.96.

This means I went through the process of purchasing a phone, then going through several erroneous processes, was not able to find the correct help, all for a phone I was unable to use because I could not add minutes to because of the above incidents which display the company's misleading practices. On top of that I was never told about the fees one incurs upon making a return. All told I lost over $100. And for what?

I think any reasonable person would agree that this constitutes a scam on the part of AT&T---i.e., fooling consumers into purchasing a product which intentionally does not work, so they can end up pocketing the "return fees", or, if the customer does not make the return, the company keeps the entire amount. This is wrong. I have therefore reported AT&T to the FTC for fraudulent business practices. Furthermore, I will never do business with them again and will never recommend them to anyone.

I am a customer of 5/6 yrs got shut off over $30 they incorrectly charged me with + $40 next month added to my bill?!...I DO NOT recommend at&t i would correct this review if they fix my problem with them I'm a loyal customer of over 5 +yrs & got shut off
For their mistakes + paying reconnect it's rediculous I pd $317 on the 3rd and they sd they don't have my card on file that it's a check from a checking acct which I never ever used checks now I had to pay $30 because the guy last month sd he corrected but apparently it wasn't so it's not my fault I gave him my new card number last month apparently my autopay is put as a check what? How? So I am NOW STUCK with having to pay $30 + NOW IM STUCK with a $40 reconnect fee next month I'm so done like everyone else leaving att the manager wouldn't even take that fee off there's NOTHING they can do I NEVER EVER BEEN SHUT OFF!... first when I had a single line I was paying for a another person's line for over several months i ONLY had a single line...they didn't catch that till I went to att store to pay a bill they mentioned it when offering me a promotion this was a 2- 3 yrs ago BUT... they took it off thanks to that sweet guy at the store that helped then I paid for airpods that I NEVER had but they offer trying so hard to offer other promos NO THANKs!... I added a hotspot in Jan like a idiot I should of known better it was supposed to be ONLY $25 /MO since we're att loyal customers we were already paying $278/MO for 4 lines and I keep getting charged MORE than the 317/MO I'm supposed to be billed FOR ADDING $25/MO for hotspot...their motto "the bill gets cheaper the more lines ypu add we have 5 now that's with the hotspot?!... I'm so close to leaving att due to they get these people that say oh there's nothing we can do the manager ticked me off today should NOT be working for att he sd i see you got a credit last month $21 yes because they had to correct it back to the $317 that it's supposed to be apparently my bill went from 278 a month I been paying with 4 lines then adding hotspot extra line $25 is no way in?... is it $400+? I'm so angry right now at least it got corrected last month but now apparently I'm having to pay $40 for that reconnect fee I should not be paying do to last months representative I spoke to did NOT correct it (MY DEBIT CARD) it's his fault it should come out of his pocket its not a check?!...its his fault,NOT MINE!. For his mistake period...

My phone would go dead, no service, it would shut off completely only allowing to dial 911.
ATT said I needed a second phone which I purchased it had its own phone number. This did not help it all as both phones went completely dead at the same time. I called again and they said I need to increase my service. I increased my service, my phone's still went dead. The second phone would not charge properly so I gave up and went to verizon. Verizon promptly hooked me up to a new phone and nearly erased all my information. In a panic, I went back to AT&T where Mark at the local store at least saved my phone numbers.

Because my phones kept shutting off I ordered a $224 booster. Only to find out after I purchased the booster that the new phone has a much better antenna so I didn't need the booster after all. The main reason I was going with Verizon is their booster only would have cost $35 dollars.

The new Samsung 23 has a better antenna so didn't need the booster. I was on the phone for days and hours to try to get this resolved and I just got off again a few minutes ago trying to figure out what happened to the money from the booster that was supposed to be refunded.
Even though I had been with AT&T for almost 30 years. The minute I switched to Verizon. My record was wiped out and I have a new account and had to pay. We start up fees again. I was told at the center in Corvallis that I could have a free watch. Guess what? It's not really free. And it cost me $55 to get it off the phone. Because it has its own phone number. And you can't solve problems without it being hooked up and used everyday. I thought it would be like a Cheapy free watch no it's more like three hundred dollars and it's not really free.
I don't think it's possible to get worse. Service from any company as I have gotten from AT&T.
What can you do? We need the phone more than we need a car today. Do I think anyone at AT&T will care one bit what I've been through, no. Between Samsung AT&T and Google. We are trapped between nightmarish corporations. All I can say is please do not get the chip in your hand or forehead. 2700 years ago in the last book of the Bible it says that everyone will have to have a chip in their hand or forehead to be able to buy or sell. Elon Just put a chip in a man's head and he can operate his computer with his brain. Romans*******. Mj Fletcher Alpine OR
People will believe anything as long as it's not in the Bible. Napoleon Bonaparte

I went to Walmart to get my 60 dollar card that stays the same amount with boost even if I'm late.this girl approaches me whichis unusual for walmart electrónico sección and convences me that if I go to at&t o will only pay 50 a month and have my hot spot and unlimited and get a free phone so naturally I'm interested. 1st big mistakes. She said she was working for at&t not walmart she is contracted. Well after an hour it turned out I'd have to get a new number for 3 dollars to get that deal so I pay it no big deal one time. Thenby time I leave I have to pay 34 dollars so I'm thinking that's the first months service ok no problem sh said they don't charge till next billing cycle which I figure is a month from then then by the time I leave sh moves me thru 4 fines that will allow her the deal for me and she tells me my number will take a few days to be recognize and she by then has me paying 2 bucks a month extra for the phone where is that a free phone? But ok I'm leaving so forgot the wifi was on so I'm calling my friend to give him my new number and keep getting a recording but when I leave there it turns out I end up not being able to call or relieve calls for 2 days. No internet having to go use someone else's wifi to call at&t can't work cause I b can't use my GPS for 2 days and after talking to at&t it turns out I don't have a hot spot and I have to pay extra now that 50 a month is 67 a month taxes not includes and not a month later but 2 weeks later I have to pay 127 dollars on top of that 34 dollars and that 2 dollars a month till the supposedly free phone is paid for this contract which she assured me it wasn't and taxes and feel on top. I should have stuck with MT 60 a month feel includes and ignored her cause now I'm stuck and the Internet and phone service shut down for 5 hours on everyone in my area and every now and then freeze they suck this will be the end of at@ t for me. Unless they want to right the wrong to me I know that she's person needs to be fixed for living thru their teeth to get that sale she is giving at&t and walmart in buford Ga a bad name. I'm sure I wasn't the first.

FIX MY PHONE ATT I NEED IT FOR TODAY FIX IT NOW OR WE ARE SWITCHING TO VERIZON

Wrost company ever

I have spent hours trying to get an American company to do the right thing and they refuse. They overcharged by 78 year old mother almost 700 and they think a 100 dollar credit and 20.00 off per month for 12 months makes it right and it does not.

https://forums.att.com/conversations/att-fiber-account/att-would-rather-lose-long-term-customer-than-do-whats-right/
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