Can't get a hold of anyone at AT&T customer service

Hey,
Sorry if this topic’s already been brought up on the boards.
I keep trying to call these numbers—they’re probably toll-free, but whatever—and I just get stuck listening to this super sweet automated voice telling me all the agents are busy and I should hang on or try back later. Specifically, I sat there for 45 minutes today. You can check the logs with AT&T. I finally gave up because I actually have stuff to do, and I wasn't about to keep listening to some polite recording saying, "All our representatives are currently busy, please hold or call back later." If their staff is really drowning like that in such an overcrowded office, maybe they should hire a few folks from the local unemployment office who would be more than happy to pick up the phone. Now I'm sitting here waiting for another 30 minutes and I'm just over it.

here’s something fresh...

On a few different occasions, they haven't bothered to get back to me at all. I suppose I was just lucky... 😳 🤷

We tried getting a hold of them three days in a row—nothing.
But I’m with you on this—if they're understaffed, they should just hire some people from the unemployment office.

It’s really not what you think

When you're stuck on hold, remember you aren't the only one waiting. There are probably a million people in the queue ahead of you

And honestly? Expecting an agent to be free for more than five minutes is just asking for the impossible

Also, they don't hire anyone from the local unemployment office. Most of their staff are just college students working part-time

You just don't get it.
This isn't how things used to be—we’ve been with AT&T for about 15 years now, and we could always get a hold of them immediately, no matter what it was—internet, phone, TV, whatever.

Based on how things work, it should actually be the opposite of how it was 15 years ago. There are a million new providers out there now, so AT&T's customer base has shrunk, which means they really should be jumping to answer calls—not acting like they're the only provider left on the planet.

The biggest headache is just getting through to them in the first place. You have to navigate this endless maze of button presses just to stand a chance at actually talking to a real person.

A video over at CNET recently broke down how long it takes to reach customer service around 2 PM, and then again at 2 AM. AT&T falls somewhere right in the middle of the pack.

But if I recall correctly, the magic code is 2 2 0, and then you just sit there waiting to hear your favorite 🙂

I find this endless waiting for an automated recording to loop through absolutely mind-numbing. I didn't call customer service just to sit here and listen to commercials for DirecTV or whatever else they’re trying to peddle. It's the same tired tactic used by banks and every other massive corporation with a call center.

Carol Mitchell65 said:You just don't get it.
It wasn't like this before. We've been with AT&T for about 15 years now, and we could always reach them immediately for anything—internet, phone service, cable, you name it. But over the last six months or so? It’s been impossible.

Based on what you're saying, things should be the exact opposite of how they were 15 years ago. There are a million new providers out there now, so AT&T's market share has actually shrunk. They should be jumping at the chance to help us, not acting like they're the only provider left on the planet.

I saw that, so I get where you're coming from.

Look, it's pretty obvious they have way too many calls coming in and not enough agents to handle them. Honestly, I think they might have even shut down some of their call centers. They’re constantly changing how they handle business, and all those shifts definitely mess with agent availability.

And just because they aren't the only game in town anymore doesn't mean much. At the end of the day, they still have the most customers.

Your best bet is probably calling late at night or early in the morning.

Patience. It’s totally normal that everyone is swamped—mostly because they don't even know how to answer basic questions themselves (probably just undergrads) and then they end up shuffling your call over to some technician anyway.

mistymoose94 said:maybe just route the call to a technician or someone?

🤣

everything is handled by call center agents through their computers.

Menace always posts this: :ne znam:

Alex Hill86 said:🤣

everything is just handled by call center agents sitting at their computers

I don't know, that's just what they told me. 😁

mistymoose94 said:Just have some patience. It’s pretty standard for everyone to be tied up—mostly because they don't even have the answers to the questions being asked (college students), so they just end up rerouting the call to some technician or something.

And people actually get paid for that?🙄

If you want my two cents, hiring a college student is easily your best bet... the government takes such a tiny little cut of their wages, and from the employer's side, you aren't stuck footing the bill for all those heavy payroll taxes and benefits...

I mean, honestly, who is even left working at AT&T after they laid off everyone they possibly could? There’s nobody left to pick up the phone when the office is basically a ghost town.

I honestly don't understand why anyone wastes their precious energy dealing with those absolute bottom-feeders. It feels like they only manage to keep their prices sky-high because most people just can't be bothered to go through the massive headache of switching providers. I spent three whole days trying to get a hold of them and couldn't get anyone on the line.

Look, I don't get why everyone is complaining about reaching customer service. It’s honestly not that big of a deal. Every time I call, I actually get through to someone. I’m usually waiting maybe five minutes tops. I have no idea how you guys are sitting on hold for so long...

iphone / AT&T

I’m constantly complaining about them, but honestly, I don't really care if they show up late.🙂
Sometimes you’re stuck waiting for up to 10 minutes, but what can you do? It's not like a 5 or 10-minute delay is going to ruin my life.🙂