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Smboland33's profile

Tutor

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4 Messages

Wednesday, October 18th, 2017 3:15 PM

Lack of Accountability for Poor Service

I have been a loyal customer for years.  I first got a mobile device in 1997 when I graduated from college.  I have been with AT&T ever since.  When I got married, I converted my wife to AT&T.  When my parents wanted mobile devices, I signed them up with AT&T.  We would use AT&T for our home WIFI and TV but U-verse does not reach our home.  For some reason service stops right down the street from us.

I currently have four mobile devices on the AT&T Network - my two oldest sons, me, and my wife.  We have four more children (family of eight) that will all eventually have mobile devices.  Therefore, the lifetime value of my household as a loyal AT&T customer is high.

 

We have lived in the same home for nearly 15 years and never had issues with phone or internet connectivity... until roughly 6 to 8 weeks ago.  Ever since then we have not been able to connect to the AT&T system, nor have we had phone service.  We waited a week or two thinking it would correct itself, but it did not get better.  I then started logging all of my issues with the AT&T Mark the Spot app.  To make you all aware of the issues and allow you to collect the data.

 

Over the past 4 weeks, I have spent over 8 hours on the phone trying to reach resolution and get tech support.  I have spent over 2 to 3 hours on live chat as well. All along, we were without phone or internet connections at home.  We missed numerous phone calls from our parents and grandparents.  In addition, eventually we would have to go stand outside closer to the street to make phone calls?

 

We connected to our home WIFI for data, but it gets bogged down because we have so many users.  We never had these problems with AT&T before… your service was always fast and reliable. Now we have all our phones setup for WIFI calling... but it is not as clear or strong a signal as our phone used to be on the traditional voice network thru AT&T.

 

Every time I called you all or chatted, I would have to spend 30minutes rehashing my situation and all the things I have tried over-and-over again.  Each time was like starting from scratch... like a new complaint or issue.  This is terribly frustrating. Several times, I would start the call when I left work, and 45 minutes later when I got home I would still be on hold or on the call… and the call would drop when I would pull into my driveway!

 

I have been offered $25 for the 10+ hours I have spent trying to reach resolution and get tech support.  That is insulting and a slap in the face.  $25 is nothing these days.  That works out to $2.50  per hour for my time!  WHAT?!?!?

 

I feel we should at least get one month’s billing cycle credited:

  • I have been with you all forever.
  • My family has a high lifetime value potential for your company
  • My family has not had service at home for more than a full billing cycle… and this is where we are primarily – at home!
  • I have been frustrated over-and-over with your customer service and the length of time I have been on hold and spent repeating myself.

So I have not been provided the service I pay for.  I have had to settle on weaker service and connections thru work-arounds using another provider’s network. I have had a ton of my time wasted.  I am a very loyal customer… and I have been insulted over-and-over again with an offer of a $25 credit.

Constructive

Employee

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30.4K Messages

5 years ago

This isnt at&t this is a customer forum and your demands to the company will go unheard unless you are lucky to get one of the handfull of customer service reps to catch this post out of the 200k posts in the last 3 weeks

ATTHelp

Community Support

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207.4K Messages

5 years ago

Good morning @Smboland33,


Thank you for bringing this to our attention. Having service issues for this long can definitely be frustrating. I apologize this concern hasn’t been corrected on a timely manner. I am glad you reached out to us for assistance!


I want to let you know your post hasn’t been unnoticed and we are here to get this situation taken care of. Please send us a private message to @ATTCares, so we can gather some account details to further assist. In the message, please make sure to include your full name, phone number(s) affected, and physical address where you are experiencing network issues.


I look forward to continue assisting and working with you towards a resolution. In the meantime, please enjoy the weekend!


Regards,


Anabel, AT&T Community Specialist

Tutor

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4 Messages

5 years ago

THANK YOU! THANK YOU! PLEASE HELP!

All 4 of our devices @ our home.
I have reportedly repeatedly on ATT Mark the Spot at:



 

[Edited for privacy-This is a public forum. 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.]

ACE - Sage

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104.1K Messages

5 years ago

@Smboland33

My service at home has dropped 3 times in 3 years.  The last drop made the difference between a usable -110 dbm to unusable for calls -117 dbm.  That was in late spring.  I had one phone capable of Wifi calling of the 4 line we have.  The other phones could text only.   

My first step was to complain.

My second was to check the coverage maps for options.  Open signal showed Verizon had similar coverage to ATT.  

Then I put one line on Verizon to see if it was better.  Unfortunately it wasn’t.  Since T-mo and Sprint are not even close, I decided I had to work with what I have.   

      I bought a nearly new microcell (black model) off eBay for $100 and a booster for my car.  

While this was my solution, you have to consider changing carriers.  Ask around, check Open Signal website and if the answers aren’t clear cut, change one phone as I did to limit the expenses if you have to switch back.

     Good luck

 

sandblaster

ACE - Expert

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62K Messages

5 years ago

@Smboland33 It sure sounds like something has changed in your coverage. There can be many possible reasons for that. Unfortunately, there is absolutely nothing customer service can do to improve poor coverage. Customer service and network operations are totally independent, all they can do is report the coverage issues to network operations but your “Mark the Spot” reports have already done that. The only thing customer service can do is offer you credits or a microcell, they have no power to change network coverage. Since you already have WiFi calling and aren’t happy with that, a microcell likely won’t perform any better. No carrier can or will promise coverage at any specific location. I realize how frustrating it is since you once had good coverage but bottom line, your coverage is not likely to get better unless or until the network operations folks do something about it and it is very possible there is nothing they can do. It may be time to consider your options. @lizdance40‘S advice is good.

ACE - Sage

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104.1K Messages

5 years ago

@sandblaster  Actually I find the microcell works better than Wifi calling.  I do use Wifi calling at a couple of my clients homes and it works very well.  It seems my home is marginal enough to try and connect to cellular.  With Cellular off it does work well and my Wifi is strong well into my yard.

Since we have non ATT phones, the microcell is needed for those phones.

 

sandblaster

ACE - Expert

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62K Messages

5 years ago

@lizdance40 Since the OP is saying WiFi calling does not work well due to an overloaded home network, I figured a microcell would have the same issue but I admit, I have no personal experience with a microcell. My home coverage has always been poor, WiFi calling has rectified that for me.

ACE - Sage

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104.1K Messages

5 years ago

@sandblaster  I bet that’s why my Wifi calling at home is lousy!

 When I am using Wifi calling at a client Home, there is not usually any other devices using the Wifi.  

It never occured to me Wifi calling quality would be affected by the volume of other devices, which in my case is considerable.   Kind of a head slapper.   If that is the problem, the microcell was the solution.   Little black miracle box...

 

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