Forum Discussion

Roaming Rookie

8 months ago

Any ideas on what I should do? I can’t believe the service I have received.

i’m going to not bore everyone with the details of the terrible customer service I have received, but I’m looking for some advice on what to do. I’ve read stories in the community about people who ha...

home internet service gateway

Maggie_May12

Roaming Rookie

8 months ago

I totally agree. I've had AT&T for my mobile and they have a wireless Internet device that I've been using for about five years, but there's a cap on the data so I was excited to see the offer from T-Mobile. However, I will never ever look anywhere else again, AT&T has a new over the air that they're rolling out and with the tremendous service I've gotten from them over the past 30 years. I should be ashamed for even considering switching. Unfortunately, they haven't rolled it out in my area, but because I am current wireless customer and they're phasing that out they're going to try to bump me up on the list. Yay Timo thank you for reminding me how wonderful AT&T is and that grass is not always greener on the other side

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I can’t believe the service I have received.","id":"message:115127","revisionNum":1,"repliesCount":5,"author":{"__ref":"User:user:83600"},"depth":0,"hasGivenKudo":false,"board":{"__ref":"Forum:board:gateways-devices"},"conversation":{"__ref":"Conversation:conversation:115127"},"readOnly":false,"editFrozen":false,"moderationData":{"__ref":"ModerationData:moderation_data:115127"},"body@stripHtml({\"truncateLength\":200})":" i’m going to not bore everyone with the details of the terrible customer service I have received, but I’m looking for some advice on what to do. I’ve read stories in the community about people who ha...","body@stringLength":"2763","rawBody":"

i'm going to not bore everyone with the details of the terrible customer service I have received, but I'm looking for some advice on what to do. I've read stories in the community about people who have experienced similar situations but again no path forward. I ordered online a home Internet gateway device. Well, I should say I attempted to order online, but apparently they're site isn't, capable of handling the full transaction so I was automatically transferred to a chat after lengthy online conversation, repeating everything I did in the self-service, I was told I would receive the gateway device in a couple days. Well I did and I was so excited because I'm out in the country and we don't have any kind of cable or fiber optic available. my device came and I went to set it up, but immediately ran into problems. I couldn't get logged into the app account because I didn't have a phone number again very long story short apparently the Sim card that was preloaded in the device was faulty. this I found out after I am not joking eight hours (4 hours on the phone Wednesday night four hours on Facebook chat last night -documented) finally, the gentleman last night said I am so so sorry but I can't help you because we've attempted several times to activate the Sim card, but we can't get it to activate so there must be an issue with it. I suggest you go to a nearby store and have them, set you up and get it activated. So I did that today. The gentleman at the store said oh I'm so sorry you've had such a bad experience. I can see on your file you spent over eight hours trying to resolve this. Let's just return this faulty gateway device and Sim card and start all over again. we will have you set up activated and out the door in just a couple minutes. I Felt a huge sigh of relief. So I gave him all my information again and as we were about to wrap up, he said oh no I'm so sorry but because your accounts been canceled three times you're marked as fraud and you can't attempt to get a new device or account for 90 days

what the heck I never canceled my account. I could never even set it up. Apparently each time they tried to activate my Sim card and were unsuccessful. The account gets deactivated automatically. I calmly said so. What do I do now he said you'll have to wait 90 days and then try to initiate service again. What the heck I need to make somebody aware of this and if I have to stand outside the store and tell each person that walks up about my situation A and T-Mobile's terrible terrible customer service then that's what I'll do. This is so unfair, anyone know how I can escalate this or at least tell them what horrendous service they offer and no one seems to care

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I totally agree. I’ve had AT&T for my mobile and they have a wireless Internet device that I’ve been using for about five years, but there’s a cap on the data so I was excited to see the offer from T-Mobile. However, I will never ever look anywhere else again, AT&T has a new over the air that they’re rolling out and with the tremendous service I’ve gotten from them over the past 30 years. I should be ashamed for even considering switching. Unfortunately, they haven’t rolled it out in my area, but because I am current wireless customer and they’re phasing that out they’re going to try to bump me up on the list. Yay Timo thank you for reminding me how wonderful AT&T is and that grass is not always greener on the other side

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