Available Now: Buy the new iPhone 14, iPhone 14 Pro and iPhone 14 Pro Max from AT&T!
Get the myAT&T app
jeremy1069fm's profile
Helpful 1
Celestial 50!
Supersonic 25!



116 Messages

Thu, Jun 9, 2022 2:48 PM

Unbearable customer service

My bill went up really high. I called retentions. They offered me a $20 promotion which sounded nice. Unfortunately it was not. They were unable to apply it because they were getting an error message. They told me to call tech support. So I sat on hold for an hour. Never picked up. So I called retentions back. They kept me on the phone for about 45min while they worked with tech support. Tech support's resolution? Swap out the modem. Great, replacement modem to get a $20 promotion. Then I got the modem they sent, no coax output. The service was installed with coax. I call the retention department again, unable to help. They transfer me to tech support. Tech support tries to find another modem, no option. So I told them to cancel the order and now I have to send the modem back. 3 hours on the phone. I wonder if my existing service will stay the same with the old modem since I don't want to give it up. I call back retentions, they tell me I just have to send back the new modem. They also were able to apply a $15 promotion. So a few people tell me "We can't apply promotions until you swap out the modem" and then another person applies a $15 promotion without issue. 

How do I know if I send this new modem that I cannot use back that they won't either charge me for it or disconnect my existing service?

How do I know if what these people are telling me (The $15 promotion) is even true?

Why is nobody on the same page. I cannot understand it. There is no reason to be run around like this over a small promotion that they offered. I'm still confused. I'm still frustrated. 


Community Support


200.2K Messages

4 m مضت

We apologixe for your recent experiance and would love to look into this for you, @jeremy1069fm.


Based on the information you provided, we will need to bring you into a DM to further assist you.


In the meantime, we have in formation on how to return your equipment.


Please check your Direct Message Inbox (it’s the chat icon next to the bell icon in the upper right corner of the Forums).


Elmi, AT&T Community Specialist.

Need help?
New to AT&T Community?
New to the AT&T Community? Start by visiting the Community How-To.
New to the AT&T Community?
Visit the Community How-To.