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5.6

Overall Score

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Gigi Derolf Ocala, FL

They do a pretty good job customer service do a super job and if they can't help they send make sure the next level of tech support to take care of your issue

4 years ago

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Joseph DelPonte

AT&T general customer service through their 800 number is terrible. People are not well trained. The story is long, but last fall, family decided to move over from Verizon for the hope of better signals. AT&T had a promotion for $700 trade in on new iPhone with new service ported from another carrier. Attempted to do this online but needed to call customer service. It took over 2 hours to complete. The phones came inline but the directions on how to send pin the trade were WRONG. The result is I lost the $700. No trade allowance. Argued for weeks but no consideration at all. Shame on me I guess. If I could, I would pay the full cost and cancel service today. BTW, signal is better in some ways, worse in others. Have to try what works for you.

4 years ago

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Alan B

AT&T have been our cell phone provider since 2010. We especially like the international capabilities as we travel a lot out of the US. They could, however be a bit cheaper.

4 years ago

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steve Idalou, TX

Don't think much of them, was a customer for 15 years, even before they became Verizon. Came time for a new phone and the only good deals were for NEW customers and adding a line. They don't value their old time loyal customers. Sorry I became a new customer of ATT.

4 years ago

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Bree Michelle Atlanta, GA

at&t is the most popular known cell phone service. it has great signal any and every where just about . customer service can be a lil too much but at&t it's good with me

4 years ago

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Gina Miami, FL

I’ve had AT&T for about 8 years now and I’ve never had an issue. My boyfriend has t mobile and every time we go out of the country, he doesn’t have signal and I do.

4 years ago

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Ioana Asiata Herriman, UT

AT&T has great connection in almost every area I've been too. The plans that they offer are a bit expensive and the data plans are if you're not already signed up under an unlimited plan. Customer service is great.

4 years ago

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Summer Porter Managua, MN

AT&T is a great cell service company. My only hesitation is their pricing in regard to international plans. For someone who loves to travel and is always abroad, their plans are extremely expensive and if I am paying large sums of money a month, I would expect better coverage and more data.

4 years ago

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Marie Miller Centreville, VA

Customer service is good and coverage is also good but the fees and taxes are outrageous. We bundle with Direct Tv so we save some money; however, we are thinking of trying Sprint or T Mobile.

4 years ago

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Endia Gulfport, MS

Customer service is very helpful and try their best to answer any questions you might have. The company is trustworthy and can provide service almost anywhere you travel to.

4 years ago

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Jenna

I barely have service anywhere. The amount of money I pay to have an account with them isn't fair since my phone rarely works most places. I can barely use it in my own home because service is so bad in my area.

4 years ago

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Zac Cannon Long Beach, MS

My family has used AT&T for many years. We started with Cingular before AT&T bought them out. Nothing significant has changed since the buyout and the service is still great!

4 years ago

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Jane Collins Long Beach, MS

We have been a customer of AT&T for years. I like that we can get a new phone every two years without an increase in our bill. The unlimited plan has worked quite well for our family.

4 years ago

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Jack T Frederick, MD

I have always gotten good reception. Sometimes the reception falls a little short. But this is usually when inside a building with thick walls and a lot of steel.

4 years ago

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Patricia A WIlson Springfield, MO

charge way to much when you only turn it on when you go out someplace-I am a senior and have a landline-used to use u-verse but got rid of that-want to get rid of this wireless to but owe on a phone so have to pay over 50$ a month for .6 gb of use plus $25 for the phone-ridiculous and they won't just charge for the phone if you switch, they keep the phone on until you are paid off-had this with 8 phones on it a few years ago and my family decided to switch to verizon and they said they would take care of the payoff of the phones because they needed to switch to their phone, didn't happen, cost me over $3000 due to AT&T wouldn't even ck it out and kept their phones live until I paid off the phones and was threatened every month with lawsuit even though I was paying the bill-I hate this company so beware.

4 years ago

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Yvonne O Pearland, TX

Been a customer for years. Offers very reliable service and this is important for my business. Tried practically all the others. The others were full of headaches.

4 years ago

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Roger Jones Diamondhead, MS

I was with them for 4 years . There ok. When I had issues, it was not so easy getting to actual person to help. But once I got a hold or through to customer service rep they took care of me. I ended up switching to Verizon because of better rates.

4 years ago

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Maureen B. Lyons Portsmouth, RI

I was called by AT&T a few months back and offered a free phone based on my years with the company. I thought this was a nice offer, the cost of $15 was added and then credited to my account every month. The total price was over $400 for the new phone. In investigating other service providers, I called AT&T to ask how I could use another provider at a lower rate and was told that I had to pay off the balance of the new phone. That connects me to AT&T for another three years if I could not pay off the phone in one lump sum. So, I either have to pay off the " free phone" or continue with AT&T. I was not told this during the initial phone call. I think this is totally wrong. All the parameters of the " free deal" should be explained at the onset.

4 years ago

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Toni Meadville, PA

After buying a phone from them a month later I called the call center over a question on my bill at which time I was informed that I qualified for a free phone just like the one I just bought and after many questions I finally agreed and was told all I had to pay was sales tax upfront so I did. A month later the bill comes and they are charging me for the phone. I called the call center and they said that they could see in the notes that I had been told that but that was incorrect , I didn’t qualify and now I owed for the phone because they couldn’t get around the BOGO rules my arguing with them went on for a time but needless to say I am no longer a customer and the day I went in to pay my bill I started talking to someone who couldn’t believe it because that’s what happened to them too . How is that even legal? I refuse to deal with a dishonest sneaky company

4 years ago

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Jennifer D. Houston, TX

My bill is never the same! The service is ok and I don't have many dropped calls but the customer service isn't great. They lack empathy and the emotional intelligence to cater to a call or complaint. Customer who call are frustrated or confused or looking for clarification and instead of bouncing them person to person they need to do a better job of addressing issue and de-escalating.

4 years ago

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Tim Finleyville, PA

They have always given me 100% support on any problems I have ever had on my phone or with my apps I have had AT&T for several years now and I will never change

4 years ago

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debbie williams Granbury, TX

I've been with AT&T for 48 years. Many years ago, it was your only choice so you didn't know if they were good or not. Now they have competition, and each year their ratings have gone down. Verizon is now the #1 choice of most. When I call AT&T, I spend hours trying to get answers to my concerns about my cell phone to no avail. The employees are not trained are not customer service relations employees. They are there to just answer the phone and hope they can make you happy. AT&T owns Asurion which is another issue! I've had to deal with Asurion over two phone situations and each time have to send back the first phone I received. You would think AT&T would have given me a new phone when my I-phone 6s exploded in our pickup. Scared me to death and luckily I wasn't talking on it at the time. It cost me $240 after insurance, cover for screen for both phones, and paying to have data on both phones downloaded. This is the second $240! They are unable to download your data to a wireless computer. I plan on checking to see if I can keep my phone number and switch to Verizon. I've had it!

4 years ago

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Evan Middle River, MD

I live in a very populated area outside of Baltimore MD. My wife and I pay over $300 a month for our AT&T service. I would not recommend them to my worst enemy. There is no reason that for the money we pay each month that I cannot make a phone call anywhere in my house. No signal...ever. As I said, we live in a densely populated area. I Have to physically leave my house to get signal. It’s not just my house. The signal drops in various different places throughout the county/state. Do yourself a favor and go with any other company out there. I can only hope other service providers are even just a little bit better. Looking forward to trying Verizon and (hopefully) being able to make a call from the comfort of my home.

5 years ago

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Nicole LeBaron Provo, UT

I had at&t for a few years and it was ok. The service outside of the country was slower than anticipated. Not only that, we had at&t apart of our family business and I feel that it could of had more benefits for the business.

5 years ago

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Marie O'Fallon, IL

Cellphone coverage/range is great. Wish American, English speaking agents could answer the customer service line! Also wish the bill was easier to understand and shorter

5 years ago

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Joe Baust Murray, KY

They have become more insulated from customers and good customer service. When they dropped my call...on their network...they did not try to contact me. When I was billed for something they were supposed to have canceled they told me it was my responsibility to contact them after they dropped my call on THEIR network. That tells me they could care about me, my phone service and good customer service. I pointed out they are more expensive, their service is often spotty and I have been with them for decades...that is what you get for staying with a Company.

5 years ago

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David Cordeiro Rome, GA

I like their customer service, I don't like that they went to charging for a new phone when they used to give them for free,also should provide bigger discounts for long term customers

5 years ago

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HEATHER CASTRO Orting, WA

They have store fronts that are fairly close by and most employees are pleasant, but I've been with the company many years and yet to have a consistent contact person. Every time I call or go in to try and lower my bill, the new service or contract sounds great, but I always end up spending more in the long run.

5 years ago

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Doris Reed Lena, MS

Very poor service out west and around some of the major cities. Need to put up more towers. I wish I could talk to a real American when I have to call and not some person who can barely speak a few words of english..

5 years ago

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David DePaul Lake Worth, FL

They are terrible. Extremely expensive, I pay 150+ for one line, and in the city I live in (Lake Worth, FL) there is never any service or data. It is a ghost town, and I have used their app "mark my spot" numerous times, in fact I have had several people use that app for almost a year now in the same location, and they claim it is always "fixed" but it never is. We have to drive a town over to play Pokemon Go. I will switch as soon as my $1,900 phone is paid off.

5 years ago

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Sharon Cleveland, OH

I have been with AT&T ever since I've had a cell phone. I've had no issues with them. Any issues or questions have always been resolved to my satisfaction.

5 years ago

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Thomas Hullinger Pleasant Grove, UT

I use AT&T for my cell phone provider. I have 6 phones for the entire family and they charge me a good price for a family. I have unlimited data and that works for me. They have good service wherever i go.

5 years ago

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Shaun Martinez San Diego, CA

Internet and U-Verse installation when we moved was a nightmare. I also didn't get refunded for returning equipment for months. Most recently, AT&T changed the date of my auto pay for my wireless account, which means I'm now paying two weeks earlier in the month AND my phone rebate doesn't hit before my payment so this month my bill was about $30 more. They said I can keep the previous auto pay date if I change from a credit card to a debit card. Give me a break! I wish I could completely leave AT&T but that would cost even more money and would take a lot of work. We'll see - I still may do it.

5 years ago

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Samantha Millville, UT

I have been with them for 12 years and don't plan on ever going with anyone else! I love the coverage I have and always have a great experience with customer service!

6 years ago

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Merna. La Cañada Flintridge, CA

The service is very good but customer service leaves much to be desired.When dealing with customers the agents appear to be reading from a script rather than on an individual case by case basis.

6 years ago

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Deborah Strang Billerica, MA

I have been with Att since 2009. I have purchased two phones every year since then. I’ve never missed a payment. I’ve only had iPhones and in 2013 I added two iPads. When attnext began, I jumped onboard, and have always had good luck. Then the iPhone X debuted and I still had my 2 iPhone 7s so I upgraded early and paid the fees associated. Herein lies the rub; my iPhones x arrived with an old iOS but I had already upgraded my iPhones 7. Unbeknownst to me, this created a situation unfavorable for completing a final backup of my old phone, which would be photos videos and messages to go to my new phone. Several phone calls were placed to att letting them know of the problem, and I even considered giving up and returning the phone to the store. I went to Att in Woburn Ma and the front door of the store was locked. So I went in through the sevond entrance. The manager asked me why I was there and when I explained, he told me he didn’t think he could help. I questioned that having had returned phones exclusively in store. He told me he couldn’t find any phones to be returned under my account. Funny thing- he never took my name, number, or my device. I left, calling Att on my way- explaining that I tried to return the phone, but noticed that I still hadn’t completed back up. This was my third communication with Att- I explained that I was worried I was losing important data and the rep said don’t worry- it doesn’t matter if you’re a little late- but check that both iOS are the same. Three more tries and two more calls to att with assurances from reps and supervisors that my data was more important than a deadline and finally I got it all backed up. I called att and explained that I still didn’t want to be charged- they said you haven’t been charged, but you need to get the phone back- the rep made a note in my account and told me to go back to att speak to a manager at the store and that her note would recommend to him that he should accept the phone. He couldn’t. He did print a return label for me, so I went home called att, explained that, and promised to ship the next day. I offered to call back with s tracking number, and was told absolutely to do that. I did. I called back two weeks later when I was charged for the phone I no longer had. The rep said they will absolutely remove that charge when they process the return- it’s the holidays so it shouldn’t be a problem, but it might take a bit. Yesterday, I got a call from my mom, who will also be a former att customer soon and was told that a package had shipped to her house??? I opened the package, and there was my phone, with a sticker slapped on it, and a note- it said this phone is yours to keep. You missed the deadline for returns. Thanks for being a loyal att customer. I called and spoke with Juan: I stated that I was upset about the above and that I felt att deserved one last opportunity to make things right for a good customer. Juan said he could help, then said he could make it “real simple for” me - “you missed the deadline. It doesn’t matter why or who you spoke with. “ I asked for his supervisor, he said one moment, and I was connected with McKenzie- she was a rep in account cancellations. I asked again for a supervisor. M said she could help. When she couldn’t I asked for the supervisor again and she said no supervisor at 5pm est was available and that”this was the last word. “ I tweeted @AttCares at 7:33 last night anc they replied saying the would try to make things right and I’ve never heard another word. I am very disappointed.

6 years ago

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Margaret Charlotte, NC

This company has the worst customer service. I paid my bill online and chatted with one of their representatives online. The agent told me everything was fine but two days later my service was disconnected. The agent I spoke with added another payment to be due on the same day that I had already made a payment. I chatted again online and was told that my chat with the previous agent did not exist and they could not help me as the added scheduled payment was not made. I explained that if I intended to make two payments in one day, I would have paid both at one time. They refused to assist further and I am currently looking for another cell phone carrier that I can trust. I was with this company for over 8 years. Their customer service will be the cause of this company losing customers.

6 years ago Edited September 14, 2021

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Benjamin Ash Logan, UT

I almost always have service, they have always cooperated well with my family so we have a great plan, and the store associates are always very friendly and helpful.

6 years ago

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Andrea Middletown, NJ

Given a QUOTE over phone, sign up, then bill is $30 more than quoted plan price. I called AT&T on December 10 to get a quote for 5 mobile lines. (I hope this call was recorded) I was QUOTED a price of $158 plus tax and no activation fees for the Unlimited Choice Plan for 5 lines with AutoPay discount and NYC Dept. of Education discount. The agent was courteous and professional. She put me on hold and asked her manager to verify the discounts. I double and triple checked the final price with her. $158 plus taxes and no activation fees. I agree then and there to sign up. I get the SIM cards in the mail and activated 5 phones today. I go online and see a price of $185 plus taxes! Also, $323 in activation fees!! I online chat with James, who was very nice. He puts me through to manager, Edessa. She was extremely rude and dismissive. I am never one to complain. I was QUOTED a price on the phone and then told no a week later. Edessa refused to honor the quote. She was discourteous and very unprofessional. How does a company give a quote then rescind? I will have to cancel my newly activated service due to this and poor customer service.

6 years ago

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Patrick Orem, UT

I pay $65 a month and I have unlimited everything. I know that does not apply to everyone but that is a sweet deal. This is worth it for me. I would really recommend them.

6 years ago

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Rebekah Williamsburg, KY

Several evenings ago, the service on my phone began to randomly go from full bars to zero then to "no service". For approximately 30 minutes, it did this every 30 seconds or so. After about 30 minutes of come and go service, it went to "no service" again and stayed that way for approximately 12 hours before service was finally restored. I was unable to get any help from ATT Cares and it took days for an actual person to message me back about the issue, which is obviously now resolved so that message was pointless.

6 years ago

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Tamra Reno, NV

Great cell coverage. Reasonable price. We have been with AT&T for a few years now and feel like they are very competitive as far as price for monthly service.

6 years ago

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David Orem, UT

AT&T has pretty good coverage. Their costs are a bit high and if you want a low cost option, you may be able to get one, but the sales person is going to make it difficult to find.

6 years ago

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Quen Wilson Ogden, UT

AT&T is the best provider I have ever had. I have never dropped a call while on their network, unlike other providers I have previously had. The prices are a little more expensive, but the service is worth it.

7 years ago

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joe Blandon, PA

i have been w/ ATT for 3 yrs after i switched from verizion. I do find it much easier to use my phone as i live in a rural area, i can't justify paying $150 bucks a month for 2 phones on the lowest monthly plan

8 years ago

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darcy sullivan Pensacola, FL

I have used AT&T for most of my life, and it has been very satisfactory. Although I have run into a few problems with AT&T, the problems always get fixed in a timely manner and everyone who works at AT&T is very kind and helpful.

2 years ago

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Victoria Hahn Dallas, TX

I recently joined AT&T and I have to say my service is much better than my previous provider. I live in Florida and have not found a “sore spot” in my service yet. I have have been using them since August, 2021 and would not switch back! I highly recommend!

2 years ago

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Randie S. Edmond, OK

2 separate items: Phone service and U-Verse. Phone service: Expensive but great network. Had them up until 2015. My father in law passed, we had no money, and found out my brother in law had been stealing money we all gave to him to pay the bills with (utilities, rent, shared household things). Called ATT to explain, they pretty much said 🤷‍♀️ pay your bill or lose service. Set up a payment arrangement for the next month. Then we found out about my brother in law and called to explain that we needed to split the bill or something. They immediately cancelled service and sent to collections. We never paid. We lost a huge part of our lives and had money stolen from us but money was more important to ATT. Well, 🤷‍♀️, that's why I don't have this network now. U-Verse: Scheduled 3 DIFFERENT APPOINTMENTS for a tech to come out and set up. Schedule ran behind the first 2 times. The last time? Couldn't find my house. Okay, I lived out in the country but it was in a trailer park. 4th time of scheduling, i watched the tech pull into my neighbors yard, sit there eating until my scheduled time, and then play on his phone. I took pics and called ATT about 30 minutes past my scheduled time. Let them give their excuse before going off on them about what I was STILL SEEING. Cancelled my U-Verse account right there but their tech next door couldn't pick it up. Noooooo I had to print off the packing slip and take it to UPS. Fine! I did that, and guess what? They sent it to collections because they "never received their device back". Went to UPS for my receipt and they printed me 2 copies. The guy at their counter literally told me they do that to almost everyone gullible enough. Most people end up paying the collection fee because they don't want to dispute or take the credit hit. He said what happens is they don't ship the units back individually. They wait until they have a box full and ship multiple, so if you don't have your serial number, ATT can claim you never sent yours in because how can they separate so many devices being sent in at once? They've tried to send it to 3 different collection agencies since then, and every time I smile knowing I have my crumpled up receipt 4 years later. Harassment? Maybe. Do I care? Absolutely not. I know I can fight this one.

2 years ago

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Brandon Berwyn, IL

I have been with AT&T for 15 years. My cell service has always been flawless and I'm overall happy with their customer service. I can say, from friends experiences, AT&T excels in this area. Only critical area is you have to stay on top of them with their billing sometimes, especially if a refund or credit was issued correctly.

2 years ago

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Dave Fortin Kingston, PA

They are an okay company. I used to really like them but their monthly fees kept changing and they kept trying to charge my account for things that weren't mine. Long story short, I cancelled my service and still "owe" them money that I will refuse to pay.. No amount of communication with them fixes this and even though "the customer is always right", we apparently aren't even when we are legitimately right.

2 years ago Edited September 22, 2021