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Treyes's profile
Treyes
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The 5th element!

Mentor

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31 Messages

Mon, Dec 17, 2018 2:03 PM

Group Text Limit - Dec 2018

Why does AT&T keep marking these issues as solved when the issue clearly isn't solved. AT&T has been "evaluating options" for over 4 years now! What problems are you trying to figure out that you can't find the solution that's clearly asked for in this forum? Raise the limit to 20. No one here is complaining about "Spam group text" because that is not an issue to us. By AT&T customer support not responding to these messages with new replies and just re-posting an answer from months earlier ( Feb 5, 2018 11:42 AM - edited Nov 20, 2018 12:03 PM ) shows that they do not even spend any time evaluating this problem and would rather just mark these issues solved instead of doing anything about them. 

AT&T, let me make this as clear as possible for you so maybe you can understand it. Raise the group text limit to 20 and do something about all the SPAM CALLS we get daily!

  

sandblaster

ACE - Expert

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59.9K Messages

4年前

“Solved” only means the question was answered. You may think the group limit is an issue but apparently ATT does not. 

Treyes

Mentor

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31 Messages

4年前

Only problem is that once AT&T reps mark it solved, they don't go back and read any of the other replies. So technically they are closing that discussion by marking it "solved". Maybe if AT&T was really "evaluating options",  the discussion should be marked "pending resolution" instead of misleading the consumer by marking it solved. If AT&T has no intention of changing this policy, they should just say so, but they won't because they know their customers faster would leave faster then they already are. 

Constructive

Employee

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29.4K Messages

4年前

@Treyes

at&t as a company do not read or respond to any posts, there's a small team that monitors the forums for content and some day to day issues but they can no more change the limit than a Walmart cashier can change their return policy.

Treyes

Mentor

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31 Messages

4年前

So then what is the purpose of this forum? Do these issues get passed up? 

sandblaster

ACE - Expert

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59.9K Messages

4年前

The purpose of the forum is to answer customer questions. Just because this particular "issue" does not get passed up the chain does not invalidate the hundreds of other questions that are answered daily.

ACE - Sage

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100.4K Messages

4年前

Sometimes the answer is “no”.  

Perhaps once the issues of spoofed and robo calls is resolved they will change the policy 

 

Treyes

Mentor

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31 Messages

4年前

Let me see if I'm clear on this.

  • Hundreds of AT&T customers complain about an issue, in this case it's group texting.
  • The customers joins this forum and post their complains over the past 4 years in hopes that AT&T acknowledges the issue and sides with the customer to resolves the issue. 
  • AT&T customer reps reply to the post and mark it solved without ever letting anyone at AT&T headquarters know there's an issue.
  • Meanwhile, the customer is still waiting for the issue to get resolved thinking someone at AT&T has been advised of the issue, but since it doesn't get passed up the chain the issue remains after the 4 years. 

 

In other words, all these post about the group texting issue by the customers are just a waste of time, because AT&T doesn't even get updated that there's an issue, because the reps mark them as solved as soon as they are posted. 

sandblaster

ACE - Expert

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59.9K Messages

4年前

Yes, I agree that all the posts about the group limit are a waste of time but not because they get marked as solved. Getting marked as solved is irrelevant. Though we have no idea if the issue has been passed up the chain or not, I believe whoever it is that has the power to change the group limit knows fully well about how many customers are opposed to the limit and likely knows all about the multiple complaints posted not only here but on other social media platforms as well. Bottom line is ATT does not consider it an issue, regardless of how many customers complain. 

Treyes

Mentor

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31 Messages

4年前

Thanks for stating that fact. 

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