Last week I got a missed call. Called back, they guy asks me who I am, and then he remembers -- "Oh! I remember why I called -- I work for AT&T and I accidentally disabled a phone on your account. I'm really sorry." It was my brother's phone and we'd have to get a new SIM card at an AT&T store because the rep couldn't reactivate it remotely. He gave me his AT&T ID, something like "kiloB" plus some numbers.
The AT&T store in our area doesn't carry SIM cards, so we had to order one from them and it took about a week to arrive. Meanwhile my brother had no phone and no voicemail.
What he didn't tell us was that he had also mistakenly added a phone to our account (used by a stranger) and which did not have a data or text plan - the stranger didn't know this, and we were billed for his data and texts.
They refunded my account eighty dollars to cover the texts, data, and some inconvenience, but what the fuck.
So what is it that they are doing right that continues to allow them to sign up new customers?
And yes, poor and uninformed purchase decisions. But not always.
Here's a great opportunity for Worldwide disruption. Anyone up to it?
The article only says what was said last year, the year before that..... And there are no solutions other than
"Don't buy a phone on contract with AT&T. Or better yet, don't do business with AT&T."
How many of us (in the US) didn't know that?
AT&T edged out VZ in data throughput. I also happen to be grandfathered in an unlimited* plan. I won't give that up for a marginal improvement in voice quality.
To your point, it's really dependent on where you are. AT&T in Dallas works better than Verizon. Sprint is more reliable than AT&T, but the data throughput isn't as good.