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bddesiree's profile

New Member

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2 Messages

Sat, Jun 11, 2022 9:20 PM

WORST COMPANY EVER

I moved and needed to transfer my landline.  Yes, actual physical landline.  They told me I could not keep my number and would need a new one, no problem for me.  The phone has not worked the entire time since installation, near two months now.  They sent out techs repeatedly, at least six times, only two got it to work each time for about an hour.  I have called and called and called to get the issue repaired, dozens of times now, to no avail.

Because this is a landline 99% of the agents I get on the phone can't help, they transfer me.  Each call is TWO HOURS minimum of being transferred and hung up on. Never, ever have I been hung up on so many times.  I am never rude.  I never scream. They are just so heinously incompetent that they either hang up on purpose or can't transfer a call. I have supervisors promise to call me back, they NEVER do.  Every single time I call I ask for landline support, every single time I get shuffled around, sometimes even put through to Spanish speaking only lines.  I can't use the online chat because they don't support landlines so they cannot access my account.  It gets better: they have my email address wrong.  I have asked them to correct it dozens of times and each time they say they have and yet I get no emails. I just got a letter from them with the WRONG email listed on it saying "we tried to reach you at this email address but it is wrong so please update it" which included a web address to go to where I could update it and IT IS A DEAD WEBSITE ADDRESS.

For weeks now I've been promised techs are coming back out yet again to repair the phone.  Sometimes I even get calls and text messages saying the techs are nearly there, but they never show up. Ever.  Better yet even the link in the freaking texts they send me that is supposed to show my appointment time is a DEAD TEXT MESSAGE LINK.

I am beyond furious.  I have asked for the highest level escalation team for customer service and been hung up on.  I want full transcripts of every call and chat I have placed since apparently they are "recorded for quality" to show that I have been calling and calling and trying to get help and instead get hung up on and lied to and spend HOURS in phone trees that do nothing. 

I have to have a phone that works in a power outtage.  This is the only landline available in my area.  This is denial of basic safety services by a company so horrible, so corrupt, so incompetent that I cannot believe they remain in business.  I am at my wit's end and cannot get an ounce of help. 

Do NOT use AT&T for ANY service if you can help it.  Horrific company. Horrific experience.

spoom2

ACE - Master

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16.1K Messages

2分前

When you call in at the voice prompt say POTS line, that should help with all the transferring around. Do you have a good strong cell phone signal? If you do you might want to consider a wireless home phone, I've had one for several years (different provider) and have never had an issue, they have a battery backup for power outages. Finally you can escalate this to a customer care executive by filling out the form, ignore the header it works. There's always an FCC complaint which will also get their attention. 

(edited)

New Member

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2 Messages

2分前

Thank you for your response.

Yes, every single time I call I specify "landline" immediately, if I say POTS literally not one person I reached in dozens of calls knew what I meant. 

I filled out the form you linked and just filed with bbb.  This has been nearly two months and dozens of hours of wasted time and terrible service.  The only reason they must stay in business is because they are now too big to fail.

spoom2

ACE - Master

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16.1K Messages

2分前

If you say POTS line at the voice prompt it is suppose to route you to the correct group immediately. The reps, if not in the traditional landline group, probably won't know what a POTS line is.  

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