AT&T's apparent disregard for customer concerns is reprehensible. Time and time again I was met…read morewith a complete lack of accountability and empathy with customer service demonstrating a profound indifference toward resolving my issues. The entire experience described below reflects a business model that de-prioritizes the customer (sadly, no surprise here) but also refuses to honor the customer's self-agency in desiring to switch carriers. I will put in a plug for two in-store customer service representatives who tried: Romo and Samantha - thank you for your human decency in the midst of a stupendously ridiculous runaround.
I will preface this review by noting that I have been an AT&T wireless customer for over 10 years. AT&T's oppressive practices and recent runarounds left me without wireless service for 4 days after I recently decided (for a number of personal reasons) to switch my wireless service to Xfinity.
You've heard variations on this theme before: I spent hours on the phone and the MyAT&T app chat talking to AI trying to contact a representative at AT&T with some iota of customer care who could help me with accessing my "passcode" so that I could "port" my wireless number to my other carrier of choice. Then my device was locked. Which means ANY number you try to call defaults to calling AT&T. I finally (after hours on the phone trying to reach a an AT& customer service representative) got some person to begrudgingly unlock my device, and I quote, "for 24 hours." I've had this device for just under 2 years and it is paid off. Who authorizes a lock on a device when a customer decides they want to use a different service? Meanwhile, my bills are paid (this includes, btw, charges for two additional lines on a watch and a tablet I was given "for free" that I did not register for) and installments for my phone paid off. So my account reads $0 owed. I still can't "port" my device since I don't have a "passcode" and no representative can, apparently, help me with a reset of this passcode I didn't even know I had or needed (this is a 4-7 numbered pin that is different from your account password). So the next day I visit an AT&T store where I get some support in finally resetting my passcode. Now I can finally *PORT my wireless number over to Xfinity. Then, I find myself without ANY wireless service...
Next obstacle: AT&T has now re-locked my phone apparently and although I've ported my phone number to Xfinity, Xfinity cannot proceed with activating my Xfinity eSIM without an AT&T "Network Code." And without a wireless service, I cannot call AT&T or anyone else for that matter. So I go back to the AT&T store only to be told, "we don't know about a network code." I tried using the AT&T landline from the store only to be told I had the "wrong number." "But I'm calling from an AT&T store on an AT&T landline," I reply and hand the phone to the store representative who is told the same thing. Help me out here please AT&T?
So now, I have to enlist the support of an Xfinity store representative, Miranda (Xfinity Store, Mill Creek, WA), who, by the grace of God, knows her shit. She goes well beyond the scope of her job description to try to help me acquire this elusive "Network Code" from AT&T. She knows all about these "network codes" and puts in a text request which is supposed to take no more than 10-20 minutes, and according to AT&T, certainly no more than 2 business days. FOUR DAYS LATER, I am still without wireless service. With the help of Miranda, we try AT&T's chat service from the MyAT&T app on my phone over Xfinity's wifi, only to be placed on hold, then cut off, twice. We tried X's AT&T chat service and got hung up on as well.
Loaded with 4 days of frustration, I finally went out an bought another phone from Samsung.
Disappointed in AT&Ts service, representation, and treatment of customer requests is an understatement of the highest order. I would have put 0 stars if that had been an option.
