AT&T Rated 'Worst Carrier' By Consumer Reports Reader Survey (PICTURE)

AT&T has distinguished itself as "the lowest-scoring cell-phone carrier in the U.S," based on figures gleaned from a satisfaction survey of 58,000 Consumer Reports readers in 23 metropolitan areas.

As Consumer Reports points out,

Over half of the survey respondents who used AT&T as a carrier owned some version of the iPhone, the Apple smart phone that is exclusive to AT&T, at least for now. Consumer Reports data, reflecting all versions of the phone, found that iPhone owners were much less satisfied with their carrier and rated data service (Web and e-mail) lower than owners of smart phones on other carriers that, like the iPhone, have a host of apps to encourage heavy data use.

This apparent dissatisfaction with AT&T comes amid rumors of a Verizon iPhone, which both Apple and Verizon have yet to confirm.

The Houston Chronicle notes that AT&T's customer satisfaction ranked slightly higher last year, but that AT&T doesn't seem too concerned with this year's results. In an email reproduced by the Houston Chronicle, an AT&T representative made the following response: "We take this seriously and we continually look for new ways to improve the customer experience. The fact is wireless customers have choices and a record number of them chose AT&T in the third quarter, significantly more than our competitors."

Furthermore, Verizon's customer satisfaction rating seems to have slipped a little this year, when compared with Consumer Reports surveys from past years. Verizon usually scores top marks with Consumer Reports readers but lost the top slot to U.S. Cellular this year. Even still, Consumer Reports writes, "AT&T was the only [carrier] to drop significantly in overall satisfaction."

Comments

[DaveNYC]

06:39 PM on 12/15/2010

How is this criminal company still in business? Their business model is to sell contracts for cellular service that they can't perform and that they know they can't perform. Then when customers complain, they pretend to not know what the problem is (insufficient network capacity). AT&T *could* pay other carriers for access to its networks. But that would cut into the bottom line, and if AT&T wasn't fixated on maximizing profits it wouldn't have sold service contracts it cannot perform in the first place.

AT&T used to be . . . a monopoly. As in, a company that gets paid without regard to its quality or performance or efficiency because it's the only company that can provide an essential service. It promptly went bankrupt when telecommunications were deregulated. But it's basic business model hasn't changed -- it cannot compete on competitive terms so it lies to the public and says it can provide coverage that it physically cannot provide. If AT&T told people the truth ["we'll give you cool phone, but it won't work a lot of the time, and we won't do anything to remedy the situation except drum up excuses we know are false"] no one would do business with them. Ergo the need to lie.

[jamesjm]

09:50 AM on 12/12/2010

Do to AT&T not delivering stable cellular phone service and internet to my Iphone, I have requested and received 20% credit to my account for most months of service since I've had my Iphone. Sometimes they've been reluctant and other times generous. Try it! Make a call to AT&T customer service and demand better service. Hit them in the pocket book since they are making a killing on all subscribers.

Unless they offer the world in the coming months, I'm jumping ship to Verizon. Verizon has better coverage, building penetration, service and higher quality two-way cell audio.

AT&T... It's all about revenue

[DaveNYC]

06:41 PM on 12/15/2010

I did it over and over again. A couple times I was able to get my bill credited.

Become a "fan" on facebook and go back and comment to anyone who is asking questions about new service and tell them how lousy AT&T is. Call out the lying representatives and let the would-be victims know they are getting scammed. AT&T still won't do anything about the service they are not providing, but at least you can keep them from getting new victims. The sooner that company is out of business the better.

[AreYouFrickinSerious]

09:25 AM on 12/10/2010

All US carrier are pretty ridiculous. I lived in the UK for 3 years and was appalled when I can back and found out how expensive it was to get cell phone service over here.

With O2 Pay-as-You-Go service in the UK, I payed the equivalent of $20 a month for 200 minutes, plus I got 500 FREE text messages as well. All of my minutes and texts rolled over to the next month, and I wasn't charged for incoming calls, so sometimes I could last 2 months on $20. When I tell people over here about this, they stare at me in disbelief, like as if I just told them I have a pet unicorn.

[ladybug7]

08:47 PM on 12/09/2010

I grew up in the telecommunications industry (32 years with a major provider). From 1968 to 2001 I saw amazing changes in the technology in the move from analog to digital and the mind boggling growth in bandwidth. Then there is cellular. It has been in use for over 20 years and it still doesn't provide reliable voice service.

I am not surprised that AT&T is rated poorly. Their coverage maps look pretty but the actual coverage is not even close to what they claim. Dropped calls are normal and there are transmission problems. The worst part is the lack of concern expressed by their customer service. They give the attitude that they don't care if your service is poor. The comment from their representative above emphasizes that. They use the same criteria FOX news uses to prove their truth in reporting: they have more viewers and that proves they are right.

[chipchuck]

11:02 AM on 12/09/2010

Guess I've just been lucky. I've not had a problem.

[Bergen2]

03:55 PM on 12/08/2010

Why are they all so expensive compared to the rest of the world, and why can't there be some uniform standards? We should be able to use any cell phone on any provider network and the accessories should be interchangeable. Everywhere you turn, the consumer is getting screwed.

[louiexiii]

11:32 AM on 12/08/2010

I have great 3g coverage with AT&T for my Iphone, but I never, never had a dropped call (previously with Sprint) until I switched over to AT&T.

I dont talk much on the phone so its not too big an issue for me, but it still sucks.

[netzwerg]

07:44 AM on 12/08/2010

All US carriers are pretty bad compared to international standards.

I dont even talk about the ridiculously overpriced minutes and paying for incoming calls.

The best carrier I used so far was Chinamobile by far, believe it or not. Extremely cheap, great coverage basically everywhere (elevators, subways, Chinese outback,...) and the service is world class, just call the hotline and they do anything for you.

[Pauline Walters]

05:35 PM on 12/07/2010

Cancer is a horrible, horrible thing. I cannot imagine the pain that the family must be feeling. All I can do is wish the family the best and say a prayer. I have family that has been treated with Chemotherapy multiple times and the news just breaks my heart because I think of them.

[EyesWideShut7]

04:55 AM on 12/08/2010

Are you trying to make a joke?............ not laughing.

[Bergen2]

03:48 PM on 12/08/2010

Sounds like you intended to post a comment to the Elizabeth Edwards story. It's OK, she's been on my mind too.

[Jo Kurrent]

05:32 PM on 12/07/2010

Count me in as another vote for AT&T as worst carrier. Their network coverage is terrible even in big cities, their 3G coverage is limited to about two dozen areas in the entire United States, their customer service is sorely lacking (it actually used to be good years ago), and their billing is so erroneous that it would've been comical if it hadn't taken me months--literally, MONTHS--to get their mistakes corrected.

I was more than happy to pay a fee to break their contract and switch my personal service over to Verizon and my business over to Charter. Best $300 I ever spent, because I made it back in the first month I paid the business's phone bill, plus my cell phone reception is immensely better.

[rikster]

04:49 PM on 12/07/2010

they all stink..none of them appreciate their customers..and they get away with it.

[EndTheGOP]

03:17 PM on 12/07/2010

I've been pretty disappointed with the AT

[PunKinPai]

02:48 PM on 12/07/2010

After years of crummy coverage, AT&T has yet to give it anything but lip service. My first mobile was AT&T. I got no signal at my home, my daughter's and friend's houses, my home town, and anyplace but a big city and the roaming charges were awful. I switched to Verizon, reduced my bill, enjoy great coverage and service, and have been happy as a clam. If a Verizon iPhone ever happens, AT&T will have to improve or go the way of the dodo.

[zelduh]

05:49 PM on 12/07/2010

We had the same experience with our AT&T phones as you. We switched to T-Mobile and we're happy too.

[bigdoug1053]

02:47 PM on 12/07/2010

IMHO, it's the limited bandwidth and expecting to use a phone like a computer. The cell phone network was built to enable voice communication, not for everybody to surf the web, download and view porn and sports videos, or use GPS. The infrastructure is over-allocated for the level of promised service.

I have never been impressed with the quality of cell service - any cell service. They all stink and are inferior to land line sound quality and reliability. Of course, then you are stuck with the likes of Qwest as a service provider. Welcome to corporate control of communications.

[tvhatic]

02:44 PM on 12/07/2010

Recently switched from Verizon to att. We have Verizon for years and for some reason our service at our house went from decent to nonexistent. My wife almost missed job opportunities because she could not receive calls at our house. After many calls of complaints with no change or compassion from Verizon we switched. Att has been great so far, service is good. Att U-verse also is so much better then Comcast. Donno why everyone is hating on ATT, only had good exp with them so far.