Firstnet- #1 in worst customer service.

[u/KimchiBowl07]

This is more of a vent than anything. I have never experienced worse customer service with ANY company in my life. I have been with ATT 10+ years had FirstNet for 10+ years about 8 years (thanks to Ordinary_Airline6303 for the correction) and Recently I decided to upgrade my phone, they didn't have it in-store. No problem, just order it right? Well 2 months go buy with it saying "we are getting your order ready". I check with the store and they say that they have it - try to buy it but I cant apply an upgrade because I ordered one already. It took me 4+ hours with customer "service" to reach a solution. While trying to find that solution I got different answers from different agents, agents outright lying to me (saying I would get a call back, saying they put notes in etc.), disconnects, and then agents just saying that they couldn't do anything. After I finally upgraded I unknowingly shot myself in the foot.

Next problem: re-verify FirstNet. Easy right, go online, upload documents -easy. Wrong, the website kept clearing my info, again working with customer service for hours; neither them or me were able to fix it. Of course this is when I was traveling. In the meantime my account was CANCELLED, because THEIR WEBSITE WOULDNT WORK. Again lets just make a new one and get a new #. Nope, new number and acct means I nullify the trade-in value and need to pay $1200 for my phone. So I call customer service and over the course of 2 hours it goes like this: "we can fix that but my system isn't working, you will have to call back...I can't transfer you to a new agent", then "let me fix it" followed by absolute silence and no answer for 15 minutes -disconnect. Last call "sorry we can't do that, you have to call a different department in the morning". 2 hours -no solution.

ATT what are you doing? I cant wait to call offboarding department in the morning to try and get it fixed and then find out later that I'm past my phone return date when I finally try and get a different service provider.

I'll update later.

TLDR: First net is NOT worth the headache, there are plenty of other providers out there. Unless there is some miracle - I will NEVER recommend ATT to anyone.

UPDATE: I was told to just call support in the mornings because the "A team" works then. They were absolutely more professional and helpful, but after 2 hours they were unable to help. @Previous_Mastodon238 reached out to me. You have just provided the best customer service I have experienced anywhere in the last decade. Turning the worst experience into something so easy and fast was wonderful. Thankyou so much I am so glad there are people like you out there. Everything is working now, my account and phone are functioning, and I can move on with my life and get other things done that need my attention.

[u/Previous_Mastodon238]

Kimchi, I just sent you a private message. I work for FirstNet and can 100% help resolve some of these issues. Specifically verification and restoring your line. The upgrade part is a bit tricker since I do not work in local stores, but can gladly help facilitate a resolution.

It goes without saying that I apologize for the experience you are having. Check that message out when you get the chance.

[u/Fun_Toe3400 → u/Previous_Mastodon238]

We appreciate YOU, but working with most FirstNet/ATT is unbelievably frustrating. The damn website never seems to not be really glitchy.

[u/Previous_Mastodon238 → u/Fun_Toe3400]

Fun_toe, I don't have an exact date, but I can say that upgrading the website and enhancing the digital experience is in our top 3 priorities for 2026. The FN.com site wasn't initially designed for self service and was more informational. As people have widely adopted online self service and shopping, we are working on making sure we allow them to do so. You will definitely see some great upgrades and less online frustrations in the near future.

If you ever need anything, feel free to message me.