Worst AT&T Experience Ever!

Wow! I’ve been an AT&T customer before ATT was in the cellular business. My NEC car phone in 1989 established the phone number I still have today. In the NY Metro Market, I went from Metro One to Cellular One to Cingular to AT&T. I suffered through the transition from TDMS to GSM. I had, until today, a grandfathered unlimited data plan. I have significant computer and related peripheral experience and have managed enterprise level company/systems integrations. However, it took 6 hours and 5 calls to AT&T to add cellular service to my Apple Watch.

After owning 3 non-cellular Apple Watches, I finally took the plunge and got the cellular model. When I first attempted to add cellular to my watch under my current ATT plan, teh error message said I had to call. My first call was a review of my current plan and why I could not just add the watch, I idndicted I needed to better understand what I was giving up to do so, which I was left on my own to figure out. My second call started off well. A thorough explanation of my current and grandfathered plans versus current offerings would save me money and I could add my watch. After more then 40 minutes of IMEI and EID review and ATT system changes, my watch would not access cellular. At some point an hour in the call was dropped. Did the ATT rep who spent all that time and clearly knows my cell number call back?, NO...

THIRD call... some nitwit who tell me my watch has to an unlocked device to connect and I should I bought it from ATT not Apple. This guy transfers me to Apple without telling me or Apple the he is doing so. Next thing, I’m talking to an Apple rep who has know idea how or why I got the her and why my carrier is not solving this problem. 

FOURTH call... new rep, apologizes, assure me she will do the right thing....I have to change my plan for the 2nd time in a 2 hour period as my new unlimited plus plan was limited to one device. I need to pay more to get the multi device version which is the same price as the two plans the previous rep insisted I had to have.... what? So, now I have a new plan that allows more than one device that is actually the same price as the 1 hour old/new plan that allowed the watch but was for one device and required the watch to have its own cell number. The rep puts me on hold fro more than 40 minutes with no music on hold or any indication that I’m truly connected to an actual call. After more than an hour, I was told I have to shut down both my watch and iPhone to ensure the changes will take place. The rep assures me she will call back in 5 minutes...

OK, I reset and erase my watch, turn off my iPhone for 3 minutes and then restart the whole process again... no call....waiting... I finally repair the IPhone and watch and setup cellular that finally goes through on the ATT systems.

FIFTH call - The rep call me back 40 minutes later. No apology, just assumes I figured it out and wants to test my ability to make a call from my watch. In attempting to do so and drop the WiFi connection from my watch to ensure it is in fact a cell call, the call with ATT is dropped. Again, did the rep who knows my number call back? NO...

After 6 hours, I successfully made a cell call from my watch without my home WiFi connected. 

Couldn’t someone have said I needed the multi device plan and a re-intialization of my devices in the first 5 minutes of the first call! And you want me to move to ATT for TV and internet services!

You just screwed up what should have been a simple 5 minute process with a lifetime customer who you apparently have no regard for...