FirstNET was by far one of the ABSOLUTE WORST companies that I have ever had the displeasure of dealing with!! Let me explain .. So about a year ago, I'm at work and I hear about this great new company that is part of AT&T called FirstNET. It was supposed to cater to First Responders and promised all kinds of things (discounts, better reception, cutting edge technology, etc) Well ... I have yet to see any of that come to fruition. I don't know ... maybe because I'm here in Hawaii ... maybe that's why the coverage is subpar, average at best. Cutting edge tech? Huh ... no idea what they're talking about. Seems like any other cell phone carrier. So ... this is where my issues start with this joke of a company. I'm sure most of you are like me ... you like to have access to your account right? Not to do anything major but I'm sure you'd like to be able to check your minutes, your data usage, change your plan, etc, etc. Well with my account, I had none of that. I would log on and it would take me to a page with (4) links that took me nowhere. I could not do anything with my account. I could not check anything, I could not make a payment, I could not change my plan ... absolutely nothing. The strange part is that the first couple of months, I do remember being able to log on and do all of that but suddenly I was shut out of my own account. When I initially called FirstNET customer service to inquire, I was told that "they were having some issues with their online services and that it would be taken care of shortly". My monthly bill was being taken out of my checking account on Autopay so I didn't really worry about it too much. A few months later, I get a paper bill in the mail for some reason from AT&T. I found it strange because all the months prior, nothing. So ... I try to log onto my FirstNET account thinking that by now, they must have fixed their "online technical issues" and lo and behold ... same thing. The (4) icons that do absolutely nothing. So ... I decide to utilize their online chat option. I'm told that they were going to put in a "help ticket" outlining my problem and that in (2) days, it should be taken care of. (2) days later, I try to utilize the chat option to check on my account and it says that "all online customer service reps are not available at this time". Fine ... so I call. I speak to another rep that "checks on my account" and can't seem to find anything in my account about a help ticket being submitted so he offers to submit one for me. Of course I get the standard "call back in (2) days to check on your account". So I call back AGAIN to check on my account status and this time, I'm told that "there was a problem with my account syncing". What does that even mean? Then I was told "looks like your account was set up incorrectly from the very beginning". Huh ... well it worked for the first (2) months or so! After that, he tells me to hang on, confers with their "IT/tech side" and keeps me on the phone for over an hour. He ends up connecting me to one of their "tech guys" who seem very confident that it was a minor problem and that he could fix it. Well ... apparently that was not the case. He mumbled something about there being a hold on my account and that there was nothing he could do about it. Now I'm really confused! He hangs up and I call back. Now I get this very unfriendly lady with a nasally voice who tells me "Well once a help ticket is submitted, it normally takes about (4) days for anything to be done. It hasn't been (4) days yet so you need to call back." When I tell her that I had just spent about (2) hours total on the phone with another customer service rep and one of their tech guys, she tells me ... "Well ... you still need to call back after the (4) days go by." W-T-F?! So ... to make a long story short, I go through this ordeal for another few days until I get an email from them stating that I am "not eligible for FirstNET service" and that they've "deactivated my FirstNET user profile". How's that?! I call for help, deal with their idiotic customer service reps for days and days, and I get a nasty email telling me that they're shutting down my user profile and I am no longer eligible for FirstNET service! Finally ... I call ONE-LAST-TIME. You know what I was told?! "What I can do is to submit a help ticket for you. Please call back in approximately (2) days and the problem should be taken care of." I was livid. Are you fricken kidding me?!?! What is even worse is that AT&T doesn't recognize my account anymore so I was told that I had to contact the FirstNET customer service in order to be helped. When I try to log onto my FirstNET account, I have no access so basically, I'm in limbo. AT&T won't help me and FirstNET apparently can't! If there are any of you First Responders who are considering making the switch, don't do it!! FirstNET DOES NOT CARE ABOUT THEIR CUSTOMERS!! ZERO STARS IN MY BOOK! WORST CELL CARRIER EVER!! EVER!!!! read more

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I can forgive the clunky website. It's probably more designed for someone in an organization's management and admin side to manage multiple phones/accounts instead of an individual user. The price of the service and the unlimited tethering/hotspot are almost worth the hassles. But here are the real failures of FirstNet, at least for me as an individual first responder paying for my own FirstNet account. First, the store staff are always remarkably ignorant and unaware of how FirstNet works. Going in to an AT&T retail store, especially in the early stages of FirstNet, was an exercise in futility as the store would try to find someone who was familiar with FirstNet or turn it into a training for their staff as they tried to accomplish any FirstNet transaction -- with you as the test subject. But here's the real problem. No matter what FirstNet says, at least for Android products, you're stuck buying from AT&T and you lose the ability to buy from the manufacturer such as Google or Samsung -- and the accompanying better finance/sale deals and the better storage capacity. While FirstNet says that many of these phones are "FirstNet Ready," it becomes painfully apparent that the only phones that are "ready" are the ones sold specifically by/for the AT&T network. And good luck finding these phones, unless you go to an AT&T store for their limited selection. I've had two phones that I've bought from the manufacturer -- one a Samsung S20+ and now a Google Pixel 6 Pro. The local AT&T store was able to jury rig the Samsung with an AT&T SIM card, which gave me some of the FirstNet features and the pricing. When I switched to my Pixel 6 Pro and needed a new SIM card (yay for the Pixel's wonky SIM card tray), the local store said my phone wasn't FirstNet Ready and they couldn't do anything for me. We managed to get me on a regular AT&T account with a first responder discount that's only slightly more expensive than FirstNet -- and that seems to have a lot better caller ID and other premium features -- although without the network priority and the unlimited hotspot. I've escalated the matter to the regional FirstNet contact with the Federal government and he's brought in a regional AT&T person to try and fix things. Both of them deny that you need to buy a phone from AT&T, but there's a lot of discussion of specific model numbers of the same phone -- and of course those are the model numbers that are either sold by AT&T or at big box stores selling AT&T service. In other words, no true interoperability. In fact, the regional AT&T person told me to ask Google for a specific model number for my phone -- and Google told me that my phone is supposed to work on all networks. The spec sheets for my phone even say that the phone has Band 14 (ie FirstNet) access. But when I presented this information to AT&T, I was told that "Google is wrong." What I'm seeing is what looks like a great service for first responders that's really not much more than a way to lock people into AT&T as both a network provider and an equipment provider. This is NOT what interoperability looks like. read more

At first everything was great. For whatever reason I never had access to my account. Anytime I ask they have no idea why I don't nut don't bother to fix it. Over the past 2 months I've been overcharged by a lot. The first time the girl fixed it so that's fine. But tonight this guy suddenly couldn't fix the problem. He tells me there is an attached watch to my account that I never activated and customer service is closed when they are supposed to be open 24/7. So it just boils down to Att ripping people off again just under another name. read more

An absolute waste of time and money...more importantly time. The signal is weak, the website is next to impossible to log into and when I call for service it gets sent to the Philippines - which isn't a problem, but then that operator switches me to an AT&T service number here in the States who says they cannot help me because I have a First Net account, and that's who my carrier actually is. Folks - the frustration is not worth it by any means whatsoever, because you really don't know who your carrier actually is....is it AT&T, or First Net? One always wants to pawn your needs over to the other AND when you do want to log in to the First Net website to take care of your own needs, it's absolutely futile! I firmly believe that smoke signals and semaphore are far more reliable and accurate...truly! read more

SCAM I was told I was getting a FREE watch No free watch....being charged $750 Not told about 3 seperate lines $75 Not told about 3 activation fees $105 total. Told it included insurance...no insurance on plan Class action lawsuit coming Jump on board read more

I attempted to switch my family plan from T-Mobile to FirstNet and it was a disaster. First, the online ordering would not work so I had to call. Once I got on the phone with the sales person and spent a long time walking through all the different phones and plans that I already had to add to my cart, I was then sent to the fraud department. The person in the fraud department said they were going to ask me some verification questions. Then she said that no verification questions were popping up so she couldn't help me and hung up on the call. No explanation of what to do or who to talk to in order to fix it. read more

If I could give FirstNET by AT&T a zero star rating by 100%. I got on this plan because when I went in to get on my own plan separate from my families the worker said that this is offered to healthcare workers for a discount so of course I accepted it and that is what I have been on. It was a great service up until a couple of months ago when I needed to re-verify my eligibility and I did just that, I sent them all the documents that they needed yet my service would be turned off every time I would try to verify my documents. I would call first net And they would restore my service "for 30 days" yet just a couple days later it would turn off. And it has basically been just a repetitive process and they said that my eligibility was verified but yet today while I was at work working a 12 hour shift my phone was cut from service in the afternoon I tried to make a call and I tried to make a text and I tried to get on some of the apps that I have but yet I wasn't able to because my phone was cut off. I called AT&T to try to switch plans immediately, but they wouldn't let me because I was still a first net customer But yet my phone is completely nonexistent from my AT&T account and they can't even find my phone or phone number and I had to watch connected to my account too they can't even find that or that number. I'm not able to switch plans at all until my first net account is paid off completely but yet I can't do that because once I do that they won't be able to find my phone or watch at all. So I am highly annoyed and as soon as I am able to switch plans I'm completely switching from first net and AT&T altogether. read more

DO NT BUY INTO IT- WORDT EXPERIENCE THEN A USED CAR DEALERSHIP. Absolutely worst experience ever!!! I had been with AT&T for more than 21 years and while I had my ups and downs, my experience overall was good. Then FirstNet came and I turned it down multiple times, until finally they said if I joined they would provide a free Apple Watch. I asked if the watch was really free as I already had one and they said yes!!! Have the pics to prove it! Anyways, 4 months later I start getting bills that are $80 more than my AT&T bill that already had unlimited, a watch and HBO max. Why would I move to FirstNet and pay more- I would not. The store associates lied- and signed me up for additional services without my knowledge. Rather than people complaining- I am sharing my experience and here is what you need to do. 1. Notify AT&T and FirstNet 2. Dispute with credit card company 3. Make complaint with BBB 4. Report your incident to the Consumer Protection Board 5. Talk to a lawyer about options if not rectified through the above. read more

I strongly advise any eligible personnel against utilizing FirstNet. I signed up for the "service" when setting up a family plan with AT&T. I had no problems for the first few months, then received a notice that I needed to verify my eligibility. My attempts to do so at the FirstNet website were unsuccessful due to a non-functioning feature on the webpage. I then attempted to contact customer service via phone, which proved to be equally frustrating. At the end of roughly one-and-a-half hour conversation, I was assured that the issue had been resolved, and that was that. Several weeks later, FirstNet began sending notice that I needed to verify or risk having my telephone service disabled (ironic for a service designed to keep personnel in touch.) Further attempts were made to verify, including several more phone conversations and a physical visit to the AT&T store. After submitting my credentials via the webpage, I received a message stating that I would be contacted within one hour. I received no such communication, and as of today, my mobile network is completely disabled (leaving review on WiFi.) The issue here, obviously, is that I need to call customer support, which is an impossibility from a disabled phone. Thank you, FirstNet, for taking my funds and leaving me high and dry. Be assured that I will advise against FirstNet to any and every person in service that I come across. read more

I am a physician and the day I accepted First Net began a nightmare I have yet to escape. It is the worst customer service I have ever had without any exaggeration. Every representative has been clueless and rude. They messed up my access to all my email. They are impossible to reach. I had an "escalation" and it literally took 2 hours and 45 min before I gave up as the escalation rep was too busy to take my call. AVOID THIS SERVICE/COMPANY like the plague. Literally the worst company I have EVERY dealt with. read more

This is the WORST company, customer service, and coverage I have ever experienced. I've been a 4 year customer of them and for the first two years it was okay. The coverage wasn't great but I was happy with paying $75 for the line. The last year and a half my bill has been $130 and each time I call customer service they give me a different reason why or say they'll credit me back and that I shouldn't be paying that much. NEVER got credited back. This month my bill suddenly jumps to $168!???!?? For a single effing phone line ... are you effing kidding me!? I'm done with this company. Overall WORST experience I've EVER had with any company! If I could give zero stars I would. read more

Complete trash!!!!!! Somehow I got conned into signing up for first net through att. My fault and I'm paying the price now. 350 dollars a month when I was told it would be 119. The website is trash, you can't reach customer service , the Ap is run like it's 1990. STAY AWAY FROM FIRSTNET. I just signed up for another phone and will change my number just to get away from them. read more

I tried FirstNet for one year and ithe service was just terribl. I lived with dropped calls. unable to send text, my phone being unable to receive Wi-Fi calls, and hitting multiple desde zones. The only thing good was the cost but it's just not worth the savings. Then it is an absolute nightmare to get off of it. I was at the ATT office for almost 2 hours to get it switched back and now I am unable to see my account. I still have to switch my phone and IPa. Just don't do it. Don't switch to First Net read more

The sign up process in AT&T was rocky. After contacting first net directly however, everything was sorted. They told me that many customers have called in with issues related to how AT&T associates are often misleading customers on pricing. I've now had this service for a year and it's been pretty good. Not great, but good, and that's only because in areas where I had full bars with Verizon, I now have zero or one bar with First Net, albeit that's often in rural areas or the high country. The price for the service is great and I'm getting a lot for my money, so I highly recommend checking this out. read more

Not worth a penny. Weak signal, clunky website, clueless customer service, and this is for first responders ? Tried it for a few months and I ran back to Verizon who has a great coverage in my area. read more

I can not they rob first responder, first 3 months paid almost $1600, they promised first 12 months is $35 each month after that include device $78 every month. But I have been waiting for them to fix the bill, no one really solve the problem for you. Get charged $204 every month. My co-worker has same issue. Don't trust them. read more

Wish I could give this company ZERO Stars. RUN AWAY!! Do not sign up for this crap!! After less than a month of service I have left first Net due to the confusing, abysmal, and insanely erratic quality of FirstNet service, and literally the most horrendous experience I have ever witnessed from customer reps both at ATT and FirstNet. Literally no one can help you, doesn't know now, and when you call, reps are rude, can't explain the bill, can't explain the plan, can't explain the service, don't know how to answer simple questions, etc. They're incompetent! It's literally the worst customer service, and calling ATT doesn't help because, they say "oh call FirstNet, we can't help you" -- even though you opened the account with ATT! Being an ATT customer means nothing because they basically sell you to FirstNet, and then you're stuck with a phone plan that is atrociously bad with agents who don't have a clue on how it works. I'm telling you ... it's not worth it, and if I could give zero stars to ATT and FirstNet I would! WARNING TO ALL! Do NOT sign up for ATT FirstNet! It will cause you nothing but stress and tears trying to figure out what the hell is going on! I was only with them for a short time, and canceled as soon as I could... I can't imagine what people go through for months! Good luck trying to call and complain to ATT -- once they sign you up for FirstNet, you're basically a foreigner to ATT and they punt all your calls and questions to FirstNet (who can't help you anyway!) read more

This is plain fraud. They advertise $44.99 plan for firs responders and with phone and watch $77. My bills are $144 on monthly bases with more than $1000 in 2 months. Don't trust them. Internet sometimes does not work read more

Worst customer service I have ever received. Poor cell service and even worse customer service.

To be accepted after 3 weeks of trying to upload my documents (with proof) and then be denied again because a document (and they won't say which one so i know) doesn't have a signature. How does one get accepted then denied again? read more

Total scam of service that seems to prey upon those who serve their community. Near 3yrs now and told I have to pay off about $300 for my "free" watch. Thank goodness it's only me and not my family on this plan. Firstnet and AT&T like to pretend they don't know one another making everything confusing. Wanted to get a new phone and was told I'd need to merge my family's Att plan into it, ridiculous! read more

This service is the worst. Can't get reception in a lot of places that I used to. Was promised top quality service and it anything but. I even tried to get it fixed but the IT guys don't care about the rural areas. read more

Great service!! I live in a rural area and the service is great! Phone service and internet service are fast. We have no dead spots! This just what is needed in our area! FirstNet has got it right. Thanks AT&T for working with FirstNet and all of our first responders. read more

Avoid, Avoid, Avoid. Fraud/Scam/Hassel/Nightmare. They dont know anything, Cant fix anything, service never works. Just dont add this to your stress level. read more

I'm a nurse. I Got roped right into Firstnet during Covid. Was told the watch & iPad were free & my bill would be cheaper if I accepted the offer and as a first responder the tablet & watch would be an asset in a crisis situation. I'm now locked into a plan that is over $200 a month with no way out. What I was told was it would be a 3 year contract. Due to having to pay for the watch & tablet it'll take between 5-6 years to pay them off! I don't use either. DO NOT GET SUCKED INTO THIS "FIRST RESPONDER" SCAM!!! read more

Too bad that there's no option for zero stars; because they don't deserve the one star I'm giving them. Bottom line is that you will end up paying more that you would if you have stayed with AT&T. Billing is a nightmare and getting credit for your returned devices and or "free" apple watch (as long as you maintain service) is on another level of nightmare. Once I'm done paying for my phone and watch, I am OUT. Good luck to anyone who wishes to stay. read more

I went to the AT&T store and purchased the Hotspot service for First Responders. When I took it home it did not work in my house. So, the very next day I returned it. I was given a full refund of my purchase; this was 10/24. On, Nov 12th I was charged via my paycheck an activation fee and a usage fee; for something I do not have. I called and even went back to the store where I purchased the hotspot, they assured me it had been canceled. Low and be hold here it is Dec. and once again I get a bill for monthly charges for the hotspot I do not have. Spent another hour on the phone with FirstNet who will not reimburse me because they have no proof that l called and spoke with anyone about this situation. Once again, I was assured that this service was cancelled, and I will not be charged again. We shall see! Signed, Ripped Off by FirstNet. read more

The worst experience I've ever had with a phone company My sim card stopped working all of a sudden. After 4 hours of back and forth with customer service, we still couldn't get it resolved. I got transferred through 7 different departments, one in Spanish, and each one completely refused to help me and just transfered me to another department. They finally told me I had to wait until business hours to resolve the issue (which is 3 days away on a long weekend), and I just wouldn't have a working phone until then. As an aside, their website is a total mess. You can't use chrome, and you can't open it up on your mobile phone. I tried to look at my billing history, but that tab directed me to a page to open a new line. Not sure why this company is so sketchy (it's meant to be a derivative of AT&T) but I would definitely recommend staying away from first net. read more

Decent service but the billing is terrible. Promised one price for the 3year package and then 6 months in the monthly bill doubles. I've called multiple times over the last 6 months trying to get it resolved without success. The first two customer service agnates didn't even start a ticket. The next one started a ticket with the escalation department and I was told I would get a call within two weeks. No call back. I called again and was told they couldn't give an estimated time frame. Next call I was told a supervisor would call me back that day. Yet again, no call and no resolution. 6 months in, calling again and the customer service agent doesn't seem to have any idea what my concern is. In the meantime I have to keep paying the monthly bills so I don't get late fees or sent to collections. Stay far away from this company. The billing is shady and the customer service is terrible. read more

If there's an option to give zero stars then I will give it. Bad customer service. The reps are rude.

I traded in a phone that I owned as part of a promotion to get a brand new phone and watch. I never received the credits on my bill even though they confirmed they received the phone. Five months later I'm still calling every month, getting a different answer about why they aren't honoring the original promotional credits. So they essentially took my phone and have no intention of giving me anything for it. But I was told I can pay $1000 for both devices to get out my contract if I'm unhappy with my service. ​ read more

I have the displeasure of dealing with first net and it is the worst. 15 months ago I traded my phone in and they offered me 800 dollars. I am still waiting for the trade in money. I have been calling for the last 7 months and I keep getting the run around. There is nobody there that knows how to do their job. Everytime I called they tell me it has been handle to which I get surprise every month with a bill. I called today 09/07/22 and now they tell me that my rebate is 360 dollars. I will bever do business with this people ever again. By the way a manager is never available. At this point I don't even think is worth it for me to waste my time calling anymore. I hope this review helps you making a decision about doing business with firstnet. Good luck read more

I wouldn't give it one star. it sucks. every week new problem but it's ok to auto draft their money every week. this has been the worst service! read more

Everyone I stand next to has better service then me.. I have made it a mission to ask. It's ridiculous that the service is literally advertised that "emergency personnel's service takes priority compared to those on regular AT&T plans during times of emergency." I am working in the NN right now where cases are some of the worst in the nation and the service is literally worse then everyone's around me. I speak with, MDs, hotel staff volunteer programs and program directors and I have terrible service. This is false advertisement and on the verge of fraudulent. read more

Won't work with a lot of apps especially VPN app. They told me there was something wrong with my phone made me do it in a Schurian claim. Replace the phone. The complaint went all the way to the president of AT&T's office in Texas. After everything that I did to correct the issue they did not correct my bill. read more

I lose phone coverage intermittently throughout the day no matter where I am. I had a scheduled call this morning, was waiting for it when I noticed that I had no bars in my house; where I have great coverage when it is on. I was listening to a podcast last night when it just turned off because first net disappeared again. read more

Extremely unhappy so far. I've been tempted to go back to AT&T and after a year of tolerating FirstNet's website, customer service, and spotty cell phone service (dropped calls), I'm going back to AT&T. One customer service rep was actually rude to me on the phone and kept talking over me when I was trying to explain an issue about their website. When I recently needed to see some cell phone records, the customer service rep literally had to type them up for me LINE BY LINE while over the phone and email them to me. He also said "well we don't normally do this but I'll make an exception..." well how was I supposed to get my cell phone records then?!? I then noticed not long after that, they provided the service on their website where you can look them up after they're generated onto a spreadsheet... a whole billing month behind! Overall, I'm just unhappy with them. I'll be going back to AT&T soon. read more

If I could give zero stars I would. First of all this is a first responder network that is supposed to have better coverage when in-fact I have dropped & failed calls along with calls where you can only hear every other word so it's a guessing game. People don't even want to talk to me anymore bc it's that annoying & bad "you need to call your service." Also I just did a road trip with my friend who has just ATT and she had better service throughout the ENTIRE trip. So I call explain my issues, and I get transferred to "tech support" that I wait 45 mins for and then she finally answers and says "oh I can't help with your type of account." And then proceeds to transfer me to an automated answering that isn't even open. Unbelievable. I wish I never went to this shit service. read more

FirstNet is a joke. AT&T is the sole carrier to handle FirstNet accounts. Too bad 1st responders have to deal with a second rate operation when FirstNet and AT&T advertise a priority network for us. Attempting to resolve a customer service issue with an exchange was absolutely awful. The FirstNet and AT& T reps bounced me around for three weeks trying to do a phone exchange. They charged me $97 for service, even though I never activated, nor had a phone in hand. When I attempted to get a refund, they said to call my credit card company to dispute the charge. I'm keeping my old phone with Verizon. read more

We had First Net for couple of years and the coverage was bad. We had ATT and First Net lines and coverage was different. Which we found really strange. Decided to transfer First Net to ATT too. The question about the last bill came up. Original First Net was enrolled in autopayment, but I received the notice of unpaid bill and the late payment. Usually I try to solve all the problems on-line, but because FN website is terrible I had to reserve to the customer service call. The worst customer service ever. Called First Net number, ended up talkin to AT&T rep for 40 minutes (4 minutes of actual talking and the rest was waiting). Then AT&T said that I should call the First Net number and gave me exact number I called! I refused to hang up, got transferred to the First Net rep, after 20 more minutes the FN rep was looking into my ATT account the same as the first rep. Finally she ended up at my FN account and rep said that they are not able to answer any of questions I've had. Just terrible. Stay away from this phone company. read more