There is no process to make a complaint when your needs are unmet. All I need is to boost my cell signal while remaining mobile; how many first responders just sit in one place? OK, they appear to have a way to do it. My account does not qualify. I, an acknowledged FirstNet customer, am not allowed to buy that device that is advertised, right there on the Internet. Question mark? So, I asked how to escalate and file a complaint. I was told it cannot be done. I was told that the team lead would be informed, and that that lead would take it to the "internal team". But I was also informed that I should not expect to ever hear back, and that there is no process for opening a case or forming an objection and looking for resolution. Simply put, they have a solution, they will not give it to me, they are totally unapologetic about it, and I expect they will probably never fix it. This is FirstNet actually caring about a customer, which in the case of FirstNet will affect enormous numbers of people? I have 13 counties and three municipalities and I am in service 24 hours a day. This matters in a big way; and they are huge, corporate and completely disinterested. This is what happens when a company thinks they know everything already. No flexibility, not nimble, no interest in solving any but the most mundane and mediocre issues. read more

My recent experience (5/13/2026) with FirstNet customer service was extremely frustrating and unacceptable. During a personal phone call, my service was interrupted and redirected to complete a verification process that I had already completed less than two months ago when I upgraded my phone and watch in person at an AT&T store. I am not a new customer to FirstNet. I have been a customer for years after transitioning from AT&T specifically to utilize the secure network marketed for first responders. At the time of my upgrade, I already provided all required verification documentation in person, including: * Driver's license * Work ID * Check stub * Verification through my work-issued email address Despite this, two months later I was forced to complete another verification process even though my account is current and in good standing. What made this experience even more disappointing was the poor service recovery provided by customer service. Rather than resolving the issue professionally, the representative openly acknowledged ongoing problems with FirstNet's systems, including: * Slow and glitchy verification pages * Lack of adequately trained FirstNet representatives in stores * Frequent complaints from other customers regarding the same issue * Shortcomings in the government verification renewal process As a customer, hearing internal operational failures validated during a complaint call does not improve the experience. It only reinforces the lack of confidence in the process and customer support structure. This interruption occurred at the end of an already difficult workday. I was diverted from a time-sensitive personal phone call and ultimately spent over an hour resolving an issue that should not have existed in the first place. More importantly, it took away valuable time I should have been spending with my child. Additionally, I am responsible for department staffing at my job and must remain responsive to urgent operational matters after hours. This unnecessary interruption negatively impacted my on-call workflow and delayed important communications I was responsible for handling. The repeated verification requirements, despite recent in-person verification, demonstrate a major process failure that unfairly places the burden on loyal customers rather than on FirstNet's internal systems. As a first responder customer, I expected a more reliable and streamlined experience than what I received. I hope that meaningful improvements be made to prevent other customers from experiencing the same unnecessary disruption and frustration. read more

Do Not, I repeat do not use first net. Just use ATT because it actually works. It seems outdated. I can't use the same email for both wireless and internet even though supposedly the same carrier. Plus its always a challenge getting through to a rep. It's just a headache and hassle. read more

Absolutely horrible experience after having issues completed my account. I got zero help from the two people I talked to that work with this company. One of them whose name is Caleb. The first lady was trying to sell me a plan without even tackling my first problem which is setting up an account then. Caleb told me and they don't provide internet to my area even though the first lady I spoke to 4 days ago told me that day I have fiber in it literally in my neighborhood or dismissive and a horrible represent ation of this company. Needless to say I am not connected my business offices or my own with this company thanks to Caleb, you guys just lost a bunch of money. read more

Borderline scam. The network is fine but the service customer service isn't great and because it's at&t everyone just gives you the run around. The at&t guys tell you to call firstnet and the firstnet tell you to call at&t. I opened my account with them a few months back I was supposed to get a 300 dollar gift card for switching carriers. I never got it and I actually have proof of the flyer that they brought to my job. Everyone gives excuses and nobody can figure it out. Not to mention the salesmen who opened my account connected my lines wrong and he doesn't answer the phone. Terrible experience I wouldve stayed with my previous carrier if I would've known. read more

Extremely Disappointing and Dangerous Experience for a First Responder I am a long-time AT&T customer (since 2010) and a FirstNet customer since 2019. I have always paid my bill on time, including my most recent payment, and I am also a first responder who relies on my phone for emergency work. My account required an update. I attempted to complete it multiple times, but the website was down. I called customer service and informed them of the issue, and they acknowledged that the site was having problems. Despite this, my line was disconnected without warning. When trying to fix the issue, my account was then incorrectly flagged for fraud. I answered every verification question correctly -- multiple times -- yet my account continued to be locked over and over again. Fraud representatives repeatedly stated that the lock "could not be lifted" and, in one instance, were unwilling to help at all. One fraud representative even refused to proceed and ended the interaction without resolution. I went to a corporate store, and I want to be very clear: the store employee did everything possible to help me. He was professional, patient, and genuinely worked hard to resolve the issue. Unfortunately, even he could not get meaningful help from the fraud and customer service departments he was required to contact. This failure was not on the store employee -- it was entirely on the system and the support channels behind him. What makes this situation unacceptable is that I am a first responder, and my phone was shut off while I actively rely on it for emergency response work. Cutting off essential service to a first responder due to internal system failures, website outages, and rigid fraud procedures is not just frustrating -- it is dangerous. This experience shows a serious lack of coordination between customer service, fraud, and FirstNet support. Loyal customers and first responders should not be treated this way, especially when they are following instructions, paying their bills, and trying in good faith to comply. I am sharing this so other customers -- especially first responders -- are aware that this can happen, and so the company understands how badly this process needs to be fixed. read more

Terrible service. I've had First Net for about 6 years. The speed has dropped significantly. Last Speedtest showed 9.6 mbs!! Person who set up account didn't take care of all the set up steps and now it's near impossible to close the account. Going back to ATT store for 3rd round of attempts to access my own account. Very few choices here for internet. Our new Starlink system shows 334mbs, which drops a little during peak hours. Still way better than First Net. read more

I wish I could give the service a negative 10 Four days and they still cant activate my new phone Worst decision I ever made read more

Recently talked into switching to firstnet by a att sales rep. I work at a hospital as a food and nutrition rep. And was told that I was an essential worker because the first responders need to eat. HOWEVER that is not the case!!! After days of headache tried to switch back to the plan I had to start was t I ld that plan no longer is available...Bill went up $30. So moral of story only the ones that can afford this plan get the discounts. All the rest of us get ..(well you know) read more

I would avoid FirstNet at all costs right now. My wife and I were with them for several years and at first it was great. About 3 years ago we started having issues with poor signals at both of our work places. (Not great when I cannot get calls in 2 of the stations I was working at.) Recently, they kept telling my wife that she needed to reverify her eligibility. She submitted her ID and then heard nothing for about 2 months. Then she got a notification that they rejected it and she needed to reverify again. Again, she submitted her ID badge and a few day later is contacted saying that it has again been rejected. She called FirstNet and was told that in both submissions were denied because it was blurry and to resubmit a clearer picture of her department issued ID badge. (The first photos were not blurry at all.) She resubmitted a new photo of her ID and it was again rejected. Once again contacted FirstNet. This time we are told that because her badge has a police logo and she selected fire, that is why it was denied. (The police side of the organization issues the ID's for the volunteers within the department.) Being a public safety department she volunteers for both police and fire. The first net representative said it is not an issue, and just she just needed to get a letter from the chief or fire marshal. Next day she submitted the letter from the fire marshal stating that she is a volunteer and assists both or fire a police. Once again the verification is denied. Together, we called and asked why it was denied again, FirstNet explained that the letter did not say that she did suppression work. Nowhere in the online submission area did it specifically say that the letter had to say suppression, only a volunteer in public safety. Being full time in the fire service, I am extremely upset by this. I explained to the representative that she has been a volunteer assisting with a variety of activities in both the police and fire divisions for over 10 years. The representative states that they have changed their policies and that she no longer qualifies and neither would any of the other volunteers she work with. When I asked to speak to a supervisor, I was told that there are none working. When I asked to leave a message, I was informed that I could give the representative my information and a supervisor from FirstNet would call me sometime the next day. By the end of the next day, I had not heard from anyone from FirstNet. (Needless to say, I was not surprised.) Then when my wife got home, she informed me that her FirstNet account was revoked and that her number had been shut off. Seriously, what if there was a call out to the volunteers looking for assistance in an emergency? As a company that claims to be all about first responders and public safety agencies, they do not show it. In a time when so many agencies are struggling with staffing levels, denying the people who volunteer to help our first responders is a funny way to show it. Shame on FirstNet!!! So disappointed. read more

Avoid FirstNet/AT&T. When you need support, they bounce you back and forth between the two sides until you give up and switch carriers. We were eligible for a phone upgrade and spent over 10 hours -- multiple calls and even trips to the store -- and still couldn't get it done. The service feels fine when you first sign up, but once you actually need help, the experience falls apart. read more

I'm tired of being jerked around by this company. They claim 24/7/365 help by phone. Lie. They sent me an email the same day I spoke to someone to re-verify my eligibility that my service was canceled because I used a bad email address. Well if it's bad then how do I get your email saying my service has been canceled. It's so bad it verges on being a prank to see how long someone will put up with this garbage company. They sent over emails that have link that don't work. The circus of incompetence is endless. Things are broken and the things in place to fix them...are also broken. Meanwhile I depend on this number and cell service for my livelyhood and to respond out. read more

FirstNET by AT&T - Called them because they claimed to be available 24/7/365. This is a lie. - Mobile Phones Near Me

Actual cell service is decent. The customer service and resolution is horrible, at no fault of the call takers. The company is so micro managed that the call takers ability to navigate the databases and actually resolve issues are so convoluted that it's been 30 days and counting on trying to upgrade a phone and unlock my old phone for use at another carrier. FirstNet was designed for the sole purpose of providing service to first responders. With that in mind first responders are not always able to be home to sign for and receive their phone. With more expensive phones it has to be shipped to the address on file and nowhere else, ie an AT&T store for pickup. So after 3 attempts it gets sent back to the warehouse. Now you have to wait until it's checked back in before you can order a new one. Unless that is, it gets signed for and not checked in. Then you wait 3-6 days for it to be reported "lost in transit." But if you start a new billing cycle it shows that you've had the phone for 30 days and will not allow you to upgrade until you have paid off the "missing" phone. The only work around is to input into the database that you paid off the missing phone and unlock a new upgrade. (Disregard that I was not refunded the taxes and fees charged for the first upgrade, and had to call again to resolve that issue.) But because of this, I can only assume, it shows that you have not been on the plan for 60 days and therefore you cannot unlock your old phone. (Disregard that once I paid off the phone 4 months ago it should have been unlocked then.) Now I need to wait another 24-72 hours before a different department can look into it and unlock the phone. I've spoken to multiple call takers and managers for the last 30 or so days, lost at least 1-2 hours per call, because any time the call taker has any questions the need to IM a manager to get answers and that takes 5-10 minutes for a response. Long story short, the call takers are nice people who end up bearing the brunt of frustrated customers because the system they are forced to work with is not user friendly and absolutely counterproductive. System works as advertised so far, awaiting true emergency to actually assess the reported capabilities. Most call takers are courteous and truly apologetic when they are unable to assist in resolving issues. AT&T corporate policy and procedures are absolutely horrible and not customer friendly. But that is just my opinion, if you choose to use this carrier: "Good luck and may the odds ever be in your favor." read more

First net is horrible, The coverage isn't better than Verizon's (at least where I live) I know this because my tablet is in first net while my phone is still at Verizon because it is not yet paid off. But my phone always as better service than my tablet, doesn't matter where I am. I wouldn't recommend this to anyone. read more

First net is terrible. I never have service. Customer service is bad. Calls drop. My bill keeps increasing for no reason. The "free" Apple Watch was a scam. Stop abusing the people trying to help the world. This is ridiculous. I'm switching providers ASAP after 4 years with them. read more

I have been a FirstNet customer for several years. Recently I was asked to verify my credentials. I submitted the verification via the website and got a text message stating: "Hi, it's FirstNet. Thank you for your verification submission. We are confirming that your eligibility verification was successful and you will continue to be eligible for FirstNet service." Well that was a lie. My account was not verified and I have to start over. Upper management needs to be fired and replaced by competent managers: i don't recommend FirstNet. As a matter of fact, run when they ask you to sign up. read more

Nightmare to deal with, their ongoing verification requests, shutting off your phone and deactivating accounts is insanity. They can't manage the verification website so it constantly crashes. Don't waste your time with Firstnet. read more

terrible customer service when I express that I want to switch providers because I pay $300/month for 4 phone lines. I'm being told there's an "error" on my account for over two weeks now. mind you when I call it's about an hour on the phone and no manager is available because it's the weeken. I have to call back during regular business hour even tho that when I work. HOWEVE, if I want to upgrade my service or add a line, no problem they can do that read more

How do you put someone in your service for 2 years and then start asking for verification and I submit the documents over and over again. Then all of a sudden go to call my husband on the way home from work and my service is disconnected and I get rerouted to firstnet. Then the agent tells me I'll have to reapply but assures me he'll have my phone back on the at&t network when we disconnected. Nope I have no service and have to go the at&t store. What an awful way to handle that. Shame on you firstnet. Very disappointed. You better watch out if you are in the service. I wasnt the only one this happened too. There was another customer at the store same time as me same issue. This could have been handled way differently. Very disappointed. Leslie R ​ read more

Horrible company! Period! Especially going through the stress of reverifying then service being turned off without any notice! Thumbs down big time! Shop elsewhere! Trust me! Trying out Starlink Direct! I'll trust Elon way more then this company for guaranteed service connection any day of the week and under any national emergency! Not even worth one star read more

Terrible service. When im in a quarry and my co worker has basic verizon and he has service and I dont.

If you have Firstnet, great. If you ever need to switch back to AT&T because you left law enforcement, expect it to be an absolute train wreck. It's like no one ever did that before - they cut me off with no notice when I was traveling, and it was just an absolute cluster. I went to three stores, and talked on the phone about ten times before the switchover was finally done. Now my bill is completely messed up. It just couldn't have been a bigger disaster. read more

ridiculous no one even answers, same email keeps coming back asking to verify eligibility! is first-net a scam? read more

I started my connection with FirstNet as a new Criminal Investigator in San Francisco. I thought as a First Responder that I would be able to communicate when a critical event happened. In the eight years that I have been a customer with FirstNet communicating with good service alone on a daily basis became my goal. The service is unreliable, and spotty. The customer service is quite lacking in technical expertise and focus on customer experience improvement. I have been transferred from main intake to Spanish speaking only lines. Hung up on / disconnected, left without resolution, and only embraced by FirstNet when I previously threatened to discontinue service. Last night was the last straw. I recieved a replacement phone at 5:30 pm Pacific and made efforts to activate service before work that night. I was on hold for a half an hour. Once I was connected with a representative I was told that the representative coulding activate my phone because the system for activating phones shuts off at a prescribed time and wouldn't be availiable again until 7am the next day. I was told to call back and I would possibly get a Western representative. Called back and got the same outcome. No ability to activate service. So I switched to Verizon's equivalent service. Set it up in 20 minutes and immediately got service with four bars! Four bars! I'm so happy to have switched from LastNet / PastNet. If you are on that service do yourself a favor. Run. read more

Service: okay Selection: 0 stars Value: 0 stars They overcharge and underperform. Website is glitchy. It sends me to DirectTV instead of Firstnet Wireless. I was manipulated into it and given different information about what I was owed. Locked into a MORE expensive plan. International plan sucks and is MORE expensive. Multiple outages. Terrible connection in rural places. It was so bad that I just bought the phone outright, unlocked it, jumped ship and then am now on an e-sim. Better off. read more

What a joke, i have firstnet and an at&t cell booster. I purchased a new phone around a month ago. I constantly miss calls, drop calls and have terrible signal. Firstnet is advertised as 5G, i have 4g LTE. If you call Firstnet the automated crap forwarded me to Assurion, which is phone insurance. After im on hold and finally speak with someone, they transfer me back to Firstnet to wait on hold again. I called a week ago and spoke with supposedly the lead tech, who said he forwarded my info to the engineers, who will work on correcting the issue. He also said they would be contacting me in a couple of days at the most. Nothing has changed and I've heard from noone. Today i called back and went thru the BS again, finally able to speak to a person and she said 4g works best in my area, and Firstnet works just like everyone else's phone unless you log into your account and do something, said that puts you in the priority line. Wth i have never heard such crap, she said well i hear you just fine.i am as fast as possible getting away from these false advertising, no signal ,expensive phone service. read more

Bill is paid and I get a facetime video from a physician regarding a surgery and only to find out First Net has suspended my services no text, no email just service suspended. The reason: we need to verify your work status. I've submitted all that was needed more than once 2 months ago and today, i find out the my services is disconnected. This is not a service for the first responders. There's a lack of communication and on First Net's end. I'm not a happy customer. Of course they wont do anything but I will put my little 2 cents in. read more

Clevens of Firstnet is a very outstanding person. He took the time to listen to what the problem was and found a solution. I had spoken to several people before getting him. I was told that my bill was one thing and it wasn't when I received it. My discounts weren't applied, and other hidden fees were added. He was able to rectify the situation and get my bill to where it was supposed to be. Clevens is the only reason why I stayed with the company. Thank you again Clevens and may your future be filled with prosperity and growth. read more

Honestly these people just suck. They have had me running in circles for 3 hours sending me back and forth and the last person I spoke with put me on hold and clocked out. Tried to call back and it told me it was "outside business hours". This company is an absolute joke and won't let me leave. read more

Horrible! The service is definitely not better. Customer service never resolves problems. Difficulty setting up and took me an entire day to switch to a different carrier. read more

Customer service is trash. I call the number listed and Jamie answers, unhelpful, rude and just a straight up liar who told me no one else could help me, even after it was very clear we would be getting no further. I hung up once Jamie started yelling about how she wasnt getting me a manager. I called back and got Jaylen. Jaylen was helpful, knowledgable and got done what Jamie said wasn't an option. Give that man a raise and fire that lady. read more

If I could make it zero stars I would. I work in LE and while responding to an out of county school shooting, I was using FirstNet to get directions to the school. When I entered the town, my phone lost service and froze and did not give me directions to the school. Luckily I had my in car computer that I was able to use to find my way. When seconds matter, FirstNet failed to deliver. For this reason I will never use FirstNet again. read more

Yikes! 95% one star reviews. My problem is with International day pass. Every overseas trip is a problem, the normal IDP rules don't automatically apply. One one trip with 2 phones instead of $10 per day for the first phone and $5 for the second with a 10 day max charge, i was charged $20 a day without any cap, a $150 overcharge. 2nd trip with one phone instead of three days of $10 a day they charged $344 in roaming charges despite calling ATT each day. In the end I have to call FN, they admit is was their mistake and they correct it without much problem, but i have to call each time. Representatives are very polite and helpful, they get an extra star for that read more

Worst customer experience I have ever had. Kept getting false promises. Whenever I would call no one sounded knowledgeable and everyone would guess how to solve my problems instead of giving me a real solution. Their automated system is horrendous. My co worker with the same job title and job location got firstnet but I got denied. Today my service was completely shut off with no notice. No email. No text. No call. Nothing. I will never recommend this service. read more

GROSS NEGLIGENCE. That's the only way to describe this "service" for first responders. If I EVER provided service like this I'd have my @$$ handed to me. I just got back from a FEMA deployment for medical relief efforts in Florida. We were stationed well outside the storm at the Florida Highway Patrol Academy. NUMEROUS First Net customers (including myself) did not have service, or when we did it was subpar. This was not my first subpar experience with FirstNet, however it was the coup de grace. Three years ago I switched to FirstNet as a contract medical provider. A partner had them and spoke highly of their experience during a cell tower outage, (incredulously this took place in Florida). I went to the AT&T in Lincolnshire, outside of Chicago, IL and got their Z Flip, a sim card for my tablet, and a Galaxy watch that was "free" for first responders. Until the bill came, that is. I contacted FirstNet and was told that it could take "up to three months of billing cycles" for the charges to drop off. In the meanwhile I had to pay those charges. So much for "free". Then I cancelled the insurance on the watch. It didn't do all that I'd hoped. Fast forward to late spring of this year. I started using my Z Flip as my daily driver phone, and I opened it up to find the center of the fold black (like someone spilled ink down the center), and the rest of the screen flashing like a light used to induce seizures. I went immediately into my local AT&T store to get a new phone, only to be told that I did not have insurance on my device, and would have to pay 5 bills to pay it off before they could connect me. I was in disbelief. I'd never gotten an email alerting me that my insurance on my phone had been cancelled. CAVEAT EMPTOR: ultimately it was my fault for not going over my AT&T bill every month, as I just would go in and pay it. It appears that when they removed the insurance from one device, they took insurance off the entire account. But hey, I'd like to THANK THEM FOR THEIR SERVICE! read more

Horrible. Half the time my calls won't go through and the rest of the time it is so slow and takes 4-5 tries to send a photo!! I have to reset my network settings every single day! Sooooooo not worth it!! read more

What an outrageous scam and insult to health care providers. My bill went up when they said it would go down and when I complained to AT&T they said it was First Net and when I complained to FirstNet they said they didn't know anything about it. I never received a bill on line or on paper but I was getting charged $20/month on my credit card to "AT&T". I have spent hours on the phone and in-person at AT&T stores and nothing was done. I sure hope that there's a class action suit about this. read more

First net is a joke. Any first responder thinking they will get anything. Is a joke. I've spent 6 months trying to get my account situation resolved and they have been perking my chain since. Ii have spoken ti mineshaft, Kyle, jrssica, and countless others and ALL OF THRN neeed to b3 fired from their incompetence a. I've spent 4 hours of my life in just thr last WEEK trying to get my account figured out and not a single person has hellped...multiple promises for phone calls back that never happened, multiple promises of things nit done, multiple attempts to pay my bill yet no help in doing so. I'm done with this company and should you!! There had been a report filed to the BBB so it anyone else feels me, do the sqme!!!! read more

the absolute worst customer service. First getting through to them on the phone after 5pm eastern is a nightmare. i fell asleep waiting last night. logging in is constantly an issue. i keep getting cache error messages. We have had ATT since it was Cingular (2000). never had i had such issues with returning a device for upgrade. its now a month since i purchased the upgraded and returned and the system still reflects that i have an upgrade. countless phone calls and chat's via the web and nothing. a ticket has now been entered however two weeks the person i spoke with told me they were going to do so. They ask the customer for order/tracking info! " its faster if you give it to us" how is that customer service?? now i have to go through emails to find the information. I'm essentially begging to give them money its ridiculous. I requested to speak to a manager " i have to see if one is available, they may have to call you back 1-2 hours) completely outrageous and i sincerely want to leave ATT behind this. read more

sitting at my home. dropped calls or can't callout. my son who has regular ATT can call my wife and I am standing right next to him. your service sucks the sweat off a dead man's balls. read more