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Autumnk's profile

Contributor

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2 Messages

Mon, May 16, 2016 9:05 PM

How to get a CSR from another country to connect you to someone in the USA without being hung up on?

I just called the 1-800-288-2020, and was connected to a woman in the Philippines (I asked her where she was located), which was fine at first but after asking her to confirm my installation for services the next day and her putting me on hold many times to finally tell me that my appointment had been cancelled and then trying to port my phone number to get me set up for an install that was already scheduled - it was a confusing 30 plus minutes mess. Then after me having to repeat all of my info for the 3rd time, I finally asked her to let me speak with either her supervisor or someone in the USA b/c we had a language barrier and I didn't think she understood what I needed. I was very polite about it and even blamed myself as well but for some reason she put me on hold again and asked me once more for my account info so she could port my number so I once again asked her to please give me a phone number or transfer me to someone else, she promptly hung up on me. I was so upset over that first call and I have been seriously reconsidering going with AT&T after this and now reading some things on this forum as well. It's crazy that when you ask to speak with someone who you can understand we are treated like we did something wrong!!! It's a waste of all of our time when we are repeating info over and over again and VERY frustrating!!. I ended up googling how to contact someone at AT&T in the USA to no avail so I went to live chat and crossed my fingers. Thank goodness I got someone to chat with me who understood what I needed - maybe b/c we were typing, I have no idea but I ended up giving this new rep the same info as the first rep and was told quickly that my appointment was still on schedule for tomorrow. I have no idea how in the world the first rep had in her system that it was cancelled and that I still needed to port my number and I would have to redo everything and wait another 2 weeks for the install then after that she even told me I couldn't port my number (after trying) b/c I already had service at my address. See why I was a mess? I am feeling much more relaxed now that I have it all confirmed. I was about to have a full blown panic attack over all of this but thankfully it was resolved finally. So, for the next time I have to call - and I know there will be a next time - how can I make sure to speak with someone in the US? If there is no way to ensure getting a CSR in the US, please help me to know how to handle this type of situation b/c me asking for someone in the US didn't work for me. Any advice? Thanks!!  

t6michisisa

Associated Member

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61 Messages

5 y ago

Hi

 

Any of our reps would be able to help you out just fine. When you call our hotline (18002882020), you can request to be transferred to someone onshore. We'll be happy to oblige with your request, we are actually required to do it whether you ask nicely or not. Do remember this request will always be a warm transfer, so you'll be introduced to the onshore representative. I'm not really sure though why you got hung up because that's one of the things that we are not allowed to do.

 

 

 

Former Employee

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9 Messages

5 y ago

 If you think  of requesting for an onshore rep saying your dissatisfied , You can always try asking to speak with  the Password Reset Specialist  Department .(they will provide you with an onshore rep) 


Yours Truly,
Johnathan [edited for privacy-please do not post personal or unique information such as but not limited to full names, employee ID numbers, email addresses, phone numbers, account numbers, etc.]
 

Smiley Very Happy

Community Support

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6.7K Messages

5 y ago

Hello @Autumnk,

We are sorry for your inconvenience. We will be glad to help. Please send us a detailed message by clicking here. Be sure to include your name, 9 digit U-verse account number, phone number, and the best time to reach you.

We will get back to you as soon as possible via email. In the meantime, let us know if you have any other questions or concerns!

 

-ATTU-verseCare

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