AT&T Office@Hand Reviews & Insights

We use Office@Hand VOIP for our office phone system. We also utilize Unified Messaging which connects our office phones to our cell phones. It is the only thing saving us at this point. My entire phone system is run off of AT&T fiber optic. AT&T insisted I drop the copper wire phone system that had worked for so long. They are no longer interested in servicing PLOTS. Plain Old Telephone System. I think I got that right. It is the copper line we all had when we were kids.

I wish I had read the reviews before purchasing. AT&T is simply the worst company I have ever dealt with for any service. Ever. I have spent hours on hold trying to explain that my newly purchased AT&T phones from Yealink do not work. "Searching for base". That is all I get. After several attempts to figure out what is going on or why or how to fix I am still without working office phones. I finally got thru to someone that informed me that my phones were removed from my account. I offered the order number to prove I did in fact purchase the phone's from AT&T but they could not use this information. It is unsettling how this could happen and I cannot fix it. I have been deleted. I know I am not alone in my frustration. I will now begin working on removing AT&T from my life. Including the shotting Fiber Optic line at home and at work.

I wanted to love the system but there are just too many issue to love it. In the end the service appears very reliable as we have suffered no outages but billing came in 20% higher than expected, management portal is a bit antiquated and options are limited.

The Pros are single interface to manage information, billing with Cost Center for multi site and simple basic administration.

The Cons are much larger
Horrible Technical support. The system is fully supported out of India and the staff rarely knows any answers to any questions
Slow response on Video Conferencing
Higher costs than expected
lack of Voice to Text for Voicemails
lack of shared lines
no simple way to manage non full service phone accounts

In the end I will never use the service again and once the 3 year contract is over I will exit the service. So much potential but it is not a good service in the end.

Well suited for very basic needs and low phone count. For basic service it will perform as needed.
If more advanced needs are required, this will not turn out to be a good fit. Lack of Voicemail to text or email greatly angered the company, slow Video conferencing pushed us back to Zoom and the app was not well put together in my opinion so adoption became almost impossible.

We Office at Hand for our business phone system. The "softphones" allow my staff to make calls from their computers, or from an app on their cell phones. The software allows us to have published business phone numbers that are not my staff's personal cell phone numbers. This system replaced a VOIP system with physical phones.

If I could rate AT&T Office at Hand less than zero I would. Billing is a mystery. Forget about trying to manage your account through an online login. It took me WEEKS to even get one setup, and that required assistance from my original sales rep (whom we've never met.) Since we've been using this service, I get 2 emails a week from other AT&T sales reps trying to sell me the same service I've already bought. As an administrator and a user of the services we get from AT&T, I have to keep up with FOUR logins: My user login for my softphone My admin login to manage other softphone users My login to pay for our internet service to our office location My login to see invoices and manage the billing for Office at Hand -- THIS LOGIN HAS NEVER WORKED ONE SINGLE TIME When I've tried to call the number listed on my paper bill, I get routed to non-English speakers who have hung up on me 3 times. It would be convenient if I could set up automatic billing for Office At Hand online, but since the login never works, that's impossible. Also, now I don't trust anything about the system to give them my credit card or a bank routing number. My next bill is due in less than 10 days, and I still don't have the paper bill in my hand to reference the (always changing) amount so I can mail the check-in time. STAY AWAY. THIS SERVICE IS EXTREMELY DIFFICULT TO MANAGE. Sign up for Office At Hand if you want to waste HOURS doing simple tasks....like trying to pay your bill.

We use it with four companies we have. We were forced into using it if we wanted to add more phone lines by AT&T. [I feel] it does nothing but create problems for me.

[I believe] if you do not want to get your phone calls. If you do not want to get your voice mails. If you want to spend hours on the phone or on email trying to get issues resolved that seldom get resolved for as long as you have the service, then this is the company for you. And if you want all of your employees complaining to you that their phones do not work, and you want to lose money due to missing phone calls (lost business, etc) sign up at Office at Hand, [I think] they will not disappoint you in the things listed above.