Cingular's lack of service to AT&T customers

I have had it with Cingular's "service" to former AT&T customers. I
filed the following with the BBB, FCC and several local consumer
complaints advocates. I hope someone at Cingular is reading this.


======
I am unhappy with the service provided by Cingular. I originally
purchased my service through AT&T Wireless. Cingular purchased AT&T
Wireless several years ago which has caused problems with the level of
service provided to me.
A year ago, my Motorola V180 phone broke. When I contacted Cingular, I
was told that there was nothing they could do to help repair it, since
I was and AT&T customer. I asked then if I could switch to Cingular. I
was told that I could not due to being an AT&T customer. After several
frustrating conversations with both the Cingular authorized agent and
Cingular Technical Support, I had the phone fixed using my own money.
In the past two weeks, my phone developed a crackling noise and persons
calling me could not hear me, though I could hear them. At first, I
though it was the phone. I purchased a similar phone and installed my
SIM card into the new phone. I still had the same problems, so I called
Cingular's support. I spoke to three different people without a
resolution to my problem.
The first person told me that they were having problems with the older
AT&T/T-Mobile towers in my area. He apologized and said that there was
nothing that they could do technically to fix my problem. He offered
several replacement phones on the Cingular network as options. However,
these would require that I extend my contract with Cingular. My
response is that I did not want to extend my contract and since the
problem is theirs, they should provide me with a working cell phone for
the duration of my contract. I asked him if I could speak to someone
else who can help me. He passed me over to a second person, who later
admitted that they could not help me either and that she could only
offer me the same things the first person could, a working phone if I
would renew my contract. I asked to speak to a manager or someone who
would be able to provide me with my request of a working phone for the
duration of my contract. She passed me to a "complaint specialist", who
quickly tried to blame the problem on my cell phones. I explained to
him that the first person clearly said that they were having problems
with their towers. His bottom line was that they were not going to
provide me with a free phone.

I am very frustrated with dealing with Cingular's Customer service and
being trated as a "step-child" for originally being an AT&T customer.

All I want is a working cell phone from now until the end on my
contract in November 2006. I feel that I have done due diligence in
troubleshooting and eliminating the actual phone as the problem, by
purchasing a second phone that is the same as the first. That and the
fact that their own techinal support admitted that there was in fact a
problem with their network is enough justification to say that the
problem is Cingular's.

I feel that I as a consumer am being co-ersed into an extended contract
with Cingular by them not providing me service.

I would appreciate any help you can give me in this matter.

Thank you.
==============

---

› See More: Cingular's lack of service to AT&T customers

It's not the service provider's job to fix your phone under warranty.
it's the manufacturor's. As for service issues, there are outages all
the time. stop complaining.
[email protected] wrote:
> I have had it with Cingular's "service" to former AT&T customers. I
> filed the following with the BBB, FCC and several local consumer
> complaints advocates. I hope someone at Cingular is reading this.
>
>
> ======
> I am unhappy with the service provided by Cingular. I originally
> purchased my service through AT&T Wireless. Cingular purchased AT&T
> Wireless several years ago which has caused problems with the level of
> service provided to me.
> A year ago, my Motorola V180 phone broke. When I contacted Cingular, I
> was told that there was nothing they could do to help repair it, since
> I was and AT&T customer. I asked then if I could switch to Cingular. I
> was told that I could not due to being an AT&T customer. After several
> frustrating conversations with both the Cingular authorized agent and
> Cingular Technical Support, I had the phone fixed using my own money.
> In the past two weeks, my phone developed a crackling noise and persons
> calling me could not hear me, though I could hear them. At first, I
> though it was the phone. I purchased a similar phone and installed my
> SIM card into the new phone. I still had the same problems, so I called
> Cingular's support. I spoke to three different people without a
> resolution to my problem.
> The first person told me that they were having problems with the older
> AT&T/T-Mobile towers in my area. He apologized and said that there was
> nothing that they could do technically to fix my problem. He offered
> several replacement phones on the Cingular network as options. However,
> these would require that I extend my contract with Cingular. My
> response is that I did not want to extend my contract and since the
> problem is theirs, they should provide me with a working cell phone for
> the duration of my contract. I asked him if I could speak to someone
> else who can help me. He passed me over to a second person, who later
> admitted that they could not help me either and that she could only
> offer me the same things the first person could, a working phone if I
> would renew my contract. I asked to speak to a manager or someone who
> would be able to provide me with my request of a working phone for the
> duration of my contract. She passed me to a "complaint specialist", who
> quickly tried to blame the problem on my cell phones. I explained to
> him that the first person clearly said that they were having problems
> with their towers. His bottom line was that they were not going to
> provide me with a free phone.
>
> I am very frustrated with dealing with Cingular's Customer service and
> being trated as a "step-child" for originally being an AT&T customer.
>
> All I want is a working cell phone from now until the end on my
> contract in November 2006. I feel that I have done due diligence in
> troubleshooting and eliminating the actual phone as the problem, by
> purchasing a second phone that is the same as the first. That and the
> fact that their own techinal support admitted that there was in fact a
> problem with their network is enough justification to say that the
> problem is Cingular's.
>
> I feel that I as a consumer am being co-ersed into an extended contract
> with Cingular by them not providing me service.
>
> I would appreciate any help you can give me in this matter.
>
> Thank you.
> ==============

[email protected] wrote in news:1142359622.843275.308650
@i39g2000cwa.googlegroups.com:

> I would appreciate any help you can give me in this matter.
>
>

Boy, this post would sure make a great letter-to-the-editor in the local
newspaper.....to get better cooperation....(c;

Thank goodness for number portability!

<[email protected]> wrote in message
news:[email protected]...

>I have had it with Cingular's "service" to former AT&T customers.

So have I.

I went to Sprint, and I couldn't be happier. They activated me for free,
gave me free M2M, N/W starting at 7 PM, FREE PHONES (3), and FREE overnight
shipping to my home. At a price that came in $5.00 less than ATTWS's
monthly charge.

The calls are crystal clear, and no dropped calls, like Cingular.

Do yourself a favor--find another wireless provider and thumb your nose at
Cingular.

So Ash, your solution is to jus "grin and bear it"? Don't you get tired
of paying for "support" and getting screwed? I pay for a phone/service
that communicates clearly (both ways).

If the manufacturer was supposed to fix my phone problem, I expect that
my service provider would help in facilitating such repairs.

When a service provider falls short, I expect them to honor the same
contract they make me honor.

The problem with the crackling/one-way communication has been going on
for a while now. I can understand that some areas are "blacked out" and
that sometimes I will not be able to connect to a network. However,
this is a problem that Cingular is aware of and is basically not
fixing.

Bottom line is that I pay good, hard-earned money to have a working
cell phone, and I am not getting the service I purchased.

Thanks for the reply. I feel better just letting others how my
experience with Cingular went. It will give them something else to
consider before commitiong to Cingular's service.

I'll wait the 30-days it takes the Better Business Bureau and Federal
Communications Commission to respond to my complaint.

Funny thing is that most Cingular customers I know are pretty happy
with their coverage. It's just us orphan AT&T subscribers that seem to
be left in a lurch.

Thanks for the response. Like I said in a previous post, I will let
the system run its course. If I am still unhappy, I will switch.

<[email protected]> wrote in message
>
> I'll wait the 30-days it takes the Better Business Bureau and Federal
> Communications Commission to respond to my complaint.
>
>

Don't hold your breath waiting for either of those to resolve this for you.

1. No. Don't just 'grin and bear it'. You've got a return policy. Read
it.
2. The manufacturor is not obliged at all to help you at all in
repairs. Sure, it'd be nice, but they don't have to
3. Have you actually *read* your contract? I mean, *all* of it? I
didn't think so. They have to provide service. Yeah. That's it. Again,
read your return policy. Try the network for X days, then return it if
you don't like it.

Get your facts straight. Your Service Provider is not affiliated with
the manfacturor of your phone. It's people like you who complain too
much that really annoy me.

In message <[email protected]> "Ash"
<[email protected]> wrote:

>1. No. Don't just 'grin and bear it'. You've got a return policy. Read
>it.

And where in the return policy does it cover what happens when network
conditions change mid-contract?

>2. The manufacturor is not obliged at all to help you at all in
>repairs. Sure, it'd be nice, but they don't have to

While true, the issue isn't a phone-hardware issue.

*shrugs*

--
Power corrupts. Absolute power is kind of neat.

First, it's your contract. I live in Canada, so I have no idea what
your contract says. That's why I told you to read it yourself.

Second, if it's a hardware problem, stop complaining about your Service
Provider's service. They are under no obligation to facilitate the
repair of your phone. Sure, it'd be nice if they did, and my service
provider certainly does, but yours may be different.

"Ash" <[email protected]> wrote in message
news:[email protected]...

> First, it's your contract. I live in Canada, so I have no idea what
> your contract says. That's why I told you to read it yourself.
>

Why are you trolling in an American-oriented NG? You admit that you haven't
a clue regarding the terms of the contract, yet you post an insulting
article.

You know not of what you speak, and your baseless comments serve no
constructive purpose here.

"lugnut" <[email protected]> wrote in message
news:[email protected]...
> On 14 Mar 2006 10:07:02 -0800, [email protected] wrote:
>
>>I have had it with Cingular's "service" to former AT&T customers. I
>>filed the following with the BBB, FCC and several local consumer
>>complaints advocates. I hope someone at Cingular is reading this.
>>
>>
>>======
>>I am unhappy with the service provided by Cingular. I originally
>>purchased my service through AT&T Wireless. Cingular purchased AT&T
>>Wireless several years ago which has caused problems with the level of
>>service provided to me.
>>A year ago, my Motorola V180 phone broke. When I contacted Cingular, I
>>was told that there was nothing they could do to help repair it, since
>>I was and AT&T customer. I asked then if I could switch to Cingular. I
>>was told that I could not due to being an AT&T customer. After several
>>frustrating conversations with both the Cingular authorized agent and
>>Cingular Technical Support, I had the phone fixed using my own money.
>>In the past two weeks, my phone developed a crackling noise and persons
>>calling me could not hear me, though I could hear them. At first, I
>>though it was the phone. I purchased a similar phone and installed my
>>SIM card into the new phone. I still had the same problems, so I called
>>Cingular's support. I spoke to three different people without a
>>resolution to my problem.
>>The first person told me that they were having problems with the older
>>AT&T/T-Mobile towers in my area. He apologized and said that there was
>>nothing that they could do technically to fix my problem. He offered
>>several replacement phones on the Cingular network as options. However,
>>these would require that I extend my contract with Cingular. My
>>response is that I did not want to extend my contract and since the
>>problem is theirs, they should provide me with a working cell phone for
>>the duration of my contract. I asked him if I could speak to someone
>>else who can help me. He passed me over to a second person, who later
>>admitted that they could not help me either and that she could only
>>offer me the same things the first person could, a working phone if I
>>would renew my contract. I asked to speak to a manager or someone who
>>would be able to provide me with my request of a working phone for the
>>duration of my contract. She passed me to a "complaint specialist", who
>>quickly tried to blame the problem on my cell phones. I explained to
>>him that the first person clearly said that they were having problems
>>with their towers. His bottom line was that they were not going to
>>provide me with a free phone.
>>
>>I am very frustrated with dealing with Cingular's Customer service and
>>being trated as a "step-child" for originally being an AT&T customer.
>>
>>All I want is a working cell phone from now until the end on my
>>contract in November 2006. I feel that I have done due diligence in
>>troubleshooting and eliminating the actual phone as the problem, by
>>purchasing a second phone that is the same as the first. That and the
>>fact that their own techinal support admitted that there was in fact a
>>problem with their network is enough justification to say that the
>>problem is Cingular's.
>>
>>I feel that I as a consumer am being co-ersed into an extended contract
>>with Cingular by them not providing me service.
>>
>>I would appreciate any help you can give me in this matter.
>>
>>Thank you.
>>==============
>
>
> Your experience is pretty much the same as I had over the
> past months with Verizon and years ago with BellSouth
> Mobility which has now morphed into Cingular. My phone
> would no longer do the job because of technical advances or
> other problems. The phones were out of warranty and the
> contracts were beyond their time. The carriers are
> perfectly willing to continue a contract month to month as
> long as you do not ask them for any changes. At the time
> you need phone service or a small change in dervice, they
> want to get your name on another 2 years contract more than
> provide you with service. In my case, I had been with
> Verizon for more tha 15 years when we reached the point they
> did not want to help with a replacement phone or repairs
> without a 2 year renewal - nevermind I had been with them
> for more than10 years without a contract. A few weeks ago,
> I signed on with Cingular for no other reason than I needed
> cellular service and they were the only ones that could
> provide the service where I live/work other than Nextel who
> has limited/no service on other areas where I must travel.
> Even though I must have cellular service to make a living,
> the one thing that pisses me most is having to sign a
> contract to get a decent rate on full service without
> jumping thru even more hoops. I just plain resent having my
> arm twisted for 2 years just to get what has become a
> necessary service. You can complain all you want but, I
> suspect all it will get you is high blood pressure.
> Sometimes, the most viable solution is to simply bend over
> and grab your ankles while you sign the damn contract and
> hope it doesn't hurt too much.
>
> Lugnut


Couldn't you just have purchased a new phone, either from the carrier at
full price or from the secondary market, and continued with your existing
terms with the carrier?

Ash,

My main beef is not my phone. There is nothing wrong with the phone.
Part of my troubleshooting was to get a secondary phone that worked on
the system previously, but was "abandoned" for a newer phone, with more
bells and whistles. Both phones exhibit the same problems. That points
to either the SIM card or something beyond. SIM issues would not
produce the problems I am having. You are arguing a point (phone
problems) that is not an issue. Please re-read the original message.

I think what you are missing is that their front-line service admitted
that there were problems with the older AT&T towers, and that there
would be no quick solution other than upgrading my phone to a TRUE
Cingular phone (with an additional contract extension). The other thing
I am really miffed about was that the third person I talked to tried to
pin the fault back on my phone(s).

As for the contract, does anyone read those contracts in detail before
or after signing them? If so, do they understand them?

Thanks to everyone else for your input. I am not holding my breath for
a solution that favors me. In the end, I will probably look for a
different carrier and try to get the best deal I can for the least
amount of contract time. I refuse, though, to "bend over, and take it
with a grin."

All the best!

Jeremy,

I purhased a used phone of the same model and use. Unfortunately, I
can't justify spending over $100.00 for a phone that may or may not
work with an antiquated system.

Thanks!