AT&T Community Forums

Customer Service Harassing Landline Users

I am a very down to earth person and am thick skinned. I am a millennial (34) that decided to get a traditional copper landline. I did the research and don’t care about what it costs. I’m very happy with my service and my face is no longer stuck in my cellular phone. I’m using corded phones to avoid radiation toxicity. Cordless phones and cell phones have been proven to cause 6 different forms of cancer.

Almost every time I call for issues with billing or general questions, I feel I am being harassed at this point. Last time a woman pretended she couldn’t hear me and started yelling about me being ignorant for spending money on a landline and not going to VOIP. My jaw dropped and when I talked she kept saying hello hello hello. She kept going on about how my reception was because of the weather, I’ve never had a bad connection. When it was convenient for her she could hear me perfectly.

One other representative took her time transferring me to the department handling traditional landline technical questions. She asked if I knew what I was spending monthly on my phone as I rolled my eyes. She wouldn’t transfer me and kept talking over me about why VOIP is a more viable option. No, that is a personal choice! It is MY hard earned money!

One representative told me the copper landline is AT&T’s most expensive product, followed by “You should just get rid of it.” I’ve never once had any customer service for a company tell me to get rid of a service that I am paying for. I’m in my 30s I should have the freedom of choice.

I’ve only had my landline for 4 months and I am belittled and harassed every time I call for this service. I’ve been a loyal customer for YEARS. I have TV, internet, and cellular with them. I deserve better treatment and so do other landline owners!

We know what we are paying for. Treating us like we are dumb and don’t know what’s best for our needs is condescending. Stop being rude to us because we choose to spend money on what works best for us. I can understand trying to upsell by promoting a new cell phone, but telling people to cut a service is unacceptable. And then making me feel stupid for not agreeing with them. One agent wouldn’t transfer me and sounded irritated that I kept saying I don’t like the disadvantages of a voip. I already have a magic jack for that.

Responses

spoom2

Expert

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19.7K Messages

6 months ago

Well, the service must not be too good if you've had to call that often in just 4 months. If you have a good cell signal from any carrier I'd look into a wireless home phone. Much cheaper than a traditional landline and includes long distance and some other features. While it uses a cell signal you plug a plain old phone into it, personally I think the voice quality is equal to a landline. I've had one for about 6 years, no issues and I'm pretty picky as I'm an old phone guy.

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KristopherGreen

10 Messages

6 months ago

I never had problems with the service itself. I’m new to a copper line as an adult. I was confused about how long distance works, questions on an additional phone jack. Landline billing works very differently, it’s not unusual to ask questions.

I’ve never had issues. Never a disconnected call, never any static. Switching to copper in 2023 was one of the best decisions I ever made. It’s customer service trying to ruin my experience. 👍🏻

You can like your VOIP, it works best for you. I don’t like them because it relies on internet and electricity. Plus I’m limited to how many corded phones I can use. Have a corded phone in every room including both bathrooms. I’d be forced to use cordless on VOIP and 1-2 corded. I have wires running into my basement needing the right voltage and current.

(edited)

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spoom2

Expert

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19.7K Messages

6 months ago

I don't have VoIP. If you like your service that's all that counts. I just assumed all those calls were for service issues.

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NuclearisHard

1 Message

5 months ago

Trainers teaching customer service reps have lowered their standards. Educators, medical schools, the media, they've all lowered their standards. They send a message that it's okay if you don't feel like doing your best because it's hard. That's a lie. You'll never feel like doing things that serve others. It's hard to strive for excellence. It's also hard to be worthless because you focus on your feelings, they lie. You have to pick your hard.

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OttoPylot

ACE - Expert

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24.9K Messages

5 months ago

Hmmm, sounds like a certain poster we've seen over the last week or so.

@KristopherGreen Keep in mind that carriers like AT&T and Verizon will be starting to actively shutdown their copper landlines over the next couple of years. It won't happen right away but it's something you need to keep in mind for the future (probably sooner than later). And, if you have issues with your landline it may become more difficult to get it resolved.

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