Cancellation Fee

I was a previous AT&T UVERSE customer, when I purchased a new home this year I was going to move my services from my previous address to my new one. I found out that UVERSE was not available and was told that I could keep my internet and get DIRECTV. I was also told there would be a rebate if I did, so that’s what I did.

Unfortunately the service was horrible. Even though I was subscribed to the fastest speed available at the new address, I was only getting 8 to 12 mbps download speed which had a tremendous affect on DIRECTV. I was constantly getting error messages that said “please wait while your video buffers” or video playback is not available at this time due to slow internet speed".

I tried contacting support about it several times and they said that “any download speed of at least 10 mbps is considered acceptable”. I said it’s not acceptable if I’m paying for 18 mbps. Their solution was for me to change the internet plan I had, to match the speed I was getting. Which still wouldn’t address the fact that it was too slow for DIRECTV to function properly.

Then there’s the matter of the rebate. I was notified that I wasn’t “eligible” because the account to which it was associated to can’t be found.

After all that I decided to drop DIRECTV only to find out that you have to cancel within 24 hours, which is ridiculous because my internet wasn't installed until a week after DIRECTV was. There was no way to know that AT&T / DIRECTV wasn’t able to provide the service they promised.  That’s a terrible business practice and I shouldn’t be held accountable for it. Please do the right thing and clear the cancelation fee. Thank you.