Q&A: What’s wrong with AT&T?
Q: Once again, in a recent issue of Consumer Reports, cell-phone service Ratings for AT&T were at the bottom. Why is that so? I’ve used AT&T for 15 years and have never had a problem with dropped calls or voice quality. —C.K., Coldwater, Miss.
A: Our annual survey of cellular-service satisfaction, now in its 11th year, is based on the experiences of tens of thousands of CR subscribers in major cities.
Your experience might be different because of when, where, and how you use your phone. High satisfaction like yours, of course, is tallied in our assessment. But when we combined the experiences of a broad mix of users from major carriers coast to coast—63,000 of them in our 2012 survey—we found a significantly lower level of overall satisfaction with AT&T.
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