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FirstNet, not as promised for First Responders
TLDR; I signed up for firstnet, wasn't promised anything pie in the sky but a believable and decent plan. I came out of the first month with a bill 3x the amount I expected with a lackluster conversation with a phone CSR and no resolution. I went to speak with the manager at a shop and per a verbal conversation he will resolve it. I'm still stuck paying the bills until a "credit" comes to my account.
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Yes, I recently switched to FirstNet from TMobile earlier this month (October) and I'm seriously considering going back or going to someone else. Initially it seemed like a good deal, an iPhone XR for $0.99, 39.95 per month for an unlimited service plan (without tethering) for one device, then the additional taxes that accompany the service. I was told when I signed on (which took 1.5hrs because the employee had a lot of problems setting it up) that I would see a financing charge on my bill for $30 a month, but that the bill would also include a credit for $30 essentially bringing the finance charge to no cost. I walked out the door paying tax for the phone and that was it
Fast forward almost a month, I got a bill for $128 from firstnet. It included an abbreviated first month of service, as well as an activation fee and a $10 credit. The remainder was for the remainder of the October billing period, (my plan: 39.95, administrative fee: $10, Misc taxes: $24, Finance charge: $30!, and no credit.) I called Firstnet/AT&T to get this rectified to no avail, the representative spoke in circles telling me both that the credits would appear in later bills and that he was not familiar with the particulars of my promotion. The representative was unclear as to whether I would get retroactive credits back for the months where I am paying the $30 finance charge. I kindly got off the phone and cursed myself for wasting time with a CSR who knew nothing and could not help because I predicted that would be the case before I got on the phone.
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I decided to go into the AT&T shop where this all started and spoke to the manager. The manager found several conflicts with the service I signed up for (subscriber paid, unlimited) and the promotion I received (iPhone XR). He informed me that in fact I was supposed to be paying $10 a month for the phone after a $20/mo credit but that even that promo wasn't entirely accurate as it was for agency paid plans. I reinforced with him that what I was told & sold was that I was buying an iPhone XR for $0.99 and paying taxes on it, and that while I may see a finance charge that it would be fully credited it to me. Furthermore, I told him that I had a phone that could work with firstnet already, and only signed on for the new phone because it was a newer model and was not associated with much of an increased cost aside from the taxes and $0.99 charge. He said he would contact his regional sales manager and try to get me credited the $300 for the phone ($10/mo x 30 months). So we will see if it gets resolved.
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All told, this has been a relatively negative experience. But who's to say any experiences with the major mobile providers has ever been positive. Realistically speaking though, Firstnet/AT&T shouldn't market to first responders on the front end with what appears to be a good program and lack all back end support for them (weare essentially left in the dust). If I could go back in time, I would have never signed on. I work for two large organizations in a reasonable sized city (250k) with lots of interested coworkers who are asking about how I feel about firstnet. Unfortunately I cannot currently recommend signing up for firstnet service as they have failed me at their most basic job; billing.
ATTBusinessForums
Administrator
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26.2K Messages
5 years ago
Hello arrakis429,
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I am truly sorry for this experience. I would like to look into this for you. I will need to gather some information. Please send me a private message by clicking here: Please include the details below                                                                                  Â
Full Name:
Phone number associated with the account:
Preferred Contact #:
Email address:
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Thank you,
Kathy V.
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arrakis429
Contributor
5 years ago
As an update to this posting, I was apparently referred to the AT&T office of the President, who confirmed that even the sales agent at my shop site had made notes on the agreement that we had in the shop (this further legitimized my complaint I'm sure). They credited my account for the full amount of the phone as well as the activation fee. I am interested to see what the amount for my next bill will be, however I am pleased so far with this quick response (quicker than the shop) and resolution.
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