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New Member

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3 Messages

Thursday, March 26th, 2020 8:01 PM

Hold times - 6hr 44min

I am currently on a family plan and am trying to break off into my own plan. Due to Covid-19 stores are closed and when calling Transfer of Billing at 877-971-6092, I was on hold for 1hr 30mins last night 3/25, and for a total of 6hrs and 44mins today (3/26). Is anyone else experiencing these wait times? It is unacceptable and need this transfer complete.

Accepted Solution

Official Solution

ACE - Expert

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27.9K Messages

4 years ago

EVERYONE is experiencing ridiculous wait times. I read that CS staff is down by thousands and the calls never stop.

IF you can wait to make changes to your account, that would highly advisable.

(edited)

Former Employee

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2.7K Messages

The account holder can easily complete this by going to att.com/tobr.

-------------------INCLUDED IN EACH POST FOR CLARIFICATION______

While AT&T employees do look at forum posts from time to time, we are here to represent the forum with our experiences as customers and do not represent AT&T in any official capacity with our responses and do so on our own time unpaid and off the clock. As employees we are not rewarded nor compensated to participate in these forums This forum is comprised of regular customers to communicate with other customers to offer advice and share experiences same as any other user Although there is a small team of customer care specialists that monitor the forums the sheer volume of posts are simply too many posts for these agents to respond to each one of them.

 *I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

New Member

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3 Messages

So by completing this through the website, I can get the same pricing and discounts as discussed on the phone with a sales representative?

ACE - Sage

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118.1K Messages

@Katieeness

What pricing? The prices are as published on the website.

As an existing customer, there are no prices or disćounts that arent listed online for the plan you pick. You arent eligible for any phone promotions.

🐾 I don’t work for AT&T or any carrier. Former AT&T,  Current Verizon customer.  My replies are based on experience and reading content available on the website. If you posted personal information, please edit and remove. 

Award for Community Excellence Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

New Member

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3 Messages

I should reiterate, "discount" is in reference to my employee discount I can receive for going with AT&T, which I understand I can select at att.com/discounts. However, there is something to say about the human interaction so I am understanding I am not paying for more than I want.

For instance, when speaking with the sales rep, I determined that I would like the 9GB Talk and Text plan for 70$, with auto payment that brings it down to 60$.

ACE - Expert

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64.7K Messages

The phone reps can not offer you anything different than what is available online. So, yes, the 9GB Mobile Share Plus plan is $60 for a single line with autopay no matter how you sign up. Your signature discount will make that lower. Let's put it this way, if you don't see it on ATT.com, it probably doesn't exist. Based on the number of complaints regularly posted here about getting incorrect information from agents, that "human interaction" isn't always best.

Award for Community Excellence Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

New Member

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4 Messages

4 years ago

you would think AT&T would be able to allow their Customer service reps to work and answer billing issues from home at this time???

ACE - Sage

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118.1K Messages

@NickL78 so its cool if someone takes all your personal information home? yeah, that’s real secure.

🐾 I don’t work for AT&T or any carrier. Former AT&T,  Current Verizon customer.  My replies are based on experience and reading content available on the website. If you posted personal information, please edit and remove. 

Award for Community Excellence Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

New Member

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4 Messages

So are you saying they can’t get sensitive info in store??? Why do you think most companies do background checks or fire employees when they break rules? Think about all of the businesses you deal with that require your personal info or SS#... just about every time I’m in an AT&T store the CSR has their phone out while helping me. Do ya think that maybe they could take a screen shot of the tablet they use to get my info?? I used to work around radioactive material for a living. I could have easily taken that and used it to harm people. I was given a background check before I was given access to such materials. I could give you a thousand examples of this type of thing. Nice try (Edited per community guidelines).

(edited)

Former Employee

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32.9K Messages

@NickL78 since At&t did away with work from home years ago for select employees there was no system in place when this corona storm hit to have thousands of reps to work from home. Who knows maybe after this blows over it will be a wake up call to set something in place. But right now it’s just not possible

-------------------INCLUDED IN EACH POST FOR CLARIFICATION______
While AT&T employees do look at forum posts from time to time, we are here to represent the forum with our experiences as customers and do not represent AT&T in any official capacity with our responses and do so on our own time unpaid and off the clock. As employees we are not rewarded nor compensated to participate in these forums This forum is comprised of regular customers to communicate with other customers to offer advice and share experiences same as any other user Although there is a small team of customer care specialists that monitor the forums the sheer volume of posts are simply too many posts for these agents to respond to each one of them.

New Member

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7 Messages

4 years ago

Yes they do not answer anything and chat always says busy.

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