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Frstrtd's profile

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Monday, October 3rd, 2022 11:56 PM

Frustrated ATT Customer

Looking for tips to successfully escalate an urgent issue within the tangled web that is ATT?  We have a wi fi issue that impacts our ability to work from home, resulting in a mobile hot spot issue, and neither department can tell me anything.  Everything about the ATT support structure is wrong:  multiple phone numbers where customers don't have a clue which department they need to speak to.   No ability to provide a customer an eta on when we might expect our service to be repaired.  Service reps who mean well but who are scripted to refer to "they" for the powers that be that actually make the decisions and when you ask to speak to "they" you are told that you cannot.  When you ask the reps to tell you who "they" are they don't answer or you get accidentally disconnected.  Curious if "they" is some sort of God I am unaware of.  Or your on the phone with a rep who transfers you to the "right" person only to get cut off and try to figure out which number to refer to.  Or being transferred to a number only to be shifted to a text message with a rep who mistakenly tells me that I need unlimited hot spot and transfers me so that I can be told by that rep that unlimited hot spot is unavailable.  And every phone call is a minimum of an hour and a half of transfers, dropped calls, vague information.  Speaking of God, it takes an act of God to get Internet and Mobile services to speak to each other, and service reps who say they are noting our file so that the other party is aware of the issue are lying - no notes appear in the file.  I guess you know its bad when a supervisor tells you that unless the government requires ATT to provide a service such as unlimited hot spot or extended data they don't have to do it.  And finally, when I want to send an email to customer service to express my concerns, there is no such email.  I am caught in an endless circle of links and offers to "chat".  I guess when there is a monopoly, it is completely acceptable to disregard the needs of the customer.  If Comcast was available in my neighborhood this 40+ year loyal ATT customer would be a Comcast customer.


Community Support


215.6K Messages

8 months ago

We'd be glad to help you fix your Wi-Fi and turn your experience around, Frstrtd!


We'll be sending you a Direct Message to get started. Just look for the chat icon in the upper right corner of the page.


Aminah, AT&T Community Specialist

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