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akfish50
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Teacher

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16 Messages

Wed, Feb 21, 2018 6:32 AM

Sponsored Data and Directv now, misinformation on ATT site, and I lose all my data.

ATT sent text about sponsored data, so I signed up for Direct TV Now.  I have a prepaid account with ATT.  I looked online and even went to Direct TV Chat to confirm that using their service would not count against my monthly data limit.  I checked my data immediately before watching anything.  It was over 2GB left.  I watched for less than an hour and it ate up all of my data!.  I spent 2 hours on the phone with ATT, constantly getting transferred and cut off.  I went to Direct TV NOW chat, same scenario.  Talked with over 8 agents, was connected with "Supervisors" 4 times. Each time with supervisor, they would disconnect once they knew they could not help me.  The information I did get was that using my phone as a hotspot is the reason I incurred the data usage. I gave the agent the ATT link that says you can use a hotspot, and was told they would get my data reinstated.  They could not do it, and . .just kept disconnecting or pawning me off back to ATT prepaid, which would pawn me off to Direct TV Now.  Over 3 hours, no help. Here is the link:  https://www.att.com/att/sponsoreddata/en/index.html   Could someone tell me who to contact to get my data back?  I am super frustrated. I was mislead by misinformation on the ATT website.  I can't do the phone agent/chat merry go round any longer.  3 hours, it just isn't worth my time, but now its a matter of integrity and ethics.  I'll file with BBB if need be.  Any help would be much appreciated.

sandblaster

ACE - Expert

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53.2K Messages

4 y ago

Data free is only through the DirectvNow app on a mobile device. If you were watching through your phone hotspot using the app on a smart tv or Roku or some other device, then the data is not sponsored. Only watching with the DirectvNow app on your phone or tablet is data free.

lizdance40

ACE - Sage

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89.2K Messages

4 y ago

As far as the offer is worded, it’s is Uverse and Direct Tv satellite users who also have prepaid $45 or $35 plan.  It doesn’t appear DTVN is included.   Which on one hand makes sense, ATT wants customers to spend money on more permanent services.   On the other hand no sense as the prepaid TV service is more likely to be a big seller with prepaid customers. 

 

lizdance40

ACE - Sage

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89.2K Messages

4 y ago

9B997791-51D1-4F5E-93F3-EBE8975FE07B.png

akfish50

Teacher

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16 Messages

4 y ago

Thank you, but please check this link: https://www.att.com/att/sponsoreddata/en/index.html apparently it just takes you to att.com so you will have to copy and paste into your browser to get to the page. If look through the facts here you will see the misinformation quite easily. I'm sure ATT is going to change it soon to wiggle out of any blow back. I have screen shots.

Sponsored Data for Mobile device from AT&T
www.att.com
Sponsored Data is a service that enables companies to sponsor the data usage for specific content on behalf of eligible AT&T wireless customers. With Sponsored Data ...


lizdance40

ACE - Sage

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89.2K Messages

4 y ago


@akfish50 wrote:
Thank you, but please check this link: https://www.att.com/att/sponsoreddata/en/index.html apparently it just takes you to att.com so you will have to copy and paste into your browser to get to the page. If look through the facts here you will see the misinformation quite easily. I'm sure ATT is going to change it soon to wiggle out of any blow back. I have screen shots.
How does this prove your point?  That link specifically says prepaid has limited offers, which I screen shot for you.  It didn’t include DTVN, just satellite or cable.

Sponsored Data for Mobile device from AT&T
www.att.com
Sponsored Data is a service that enables companies to sponsor the data usage for specific content on behalf of eligible AT&T wireless customers. With Sponsored Data ...

Again, how does this prove your point?  It doesn’t.   That’s were I got my screen shot.  Still doesn’t show DTVN only DTV or Uverse 51DB5500-CF4C-4CE7-99C6-118A9EE51914.png
lizdance40

ACE - Sage

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89.2K Messages

4 y ago

@akfish50

You can add 3 gigs to your data plan for $20.   

 

akfish50

Teacher

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16 Messages

4 y ago

Thank you,

The point is, this page shows that the service will work with hotspot, laptop, etc. and I just got off chat again with ATT and Direct TV NOW and they told me that the service is available on Direct TV NOW I attempted to attach the chat. This is what lead me to purchase the Direct TV Now service, the information on that page and chatting to customer service. My point is I was wronged.
akfish50

Teacher

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16 Messages

4 y ago

Thank you, I already added the 3GB, it is not a matter of money, it is a matter of ethics.
lizdance40

ACE - Sage

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89.2K Messages

4 y ago

@akfish50

DTVN works on many devices, but the information is that isn’t only data free on postpaid MOBILE devices using the App only.  

https://help.directvnow.com/hc/en-us

https://www.directvnow.com/data   On data free TV for wireless POSTPAID customers

 

akfish50

Teacher

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16 Messages

4 y ago

Thanks for your input.  I'm just responding because I just got an email from ATT saying there was a solution. It is apparent there will be no solution. I posted here, not to find out why I lost my data, I knew that right away after losing it, via customer service.  I posted here in hopes that ATT might take notice and do what I feel is right.  I had exhausted all Customer Service avenues.  Yes not using the APP is why I  lost all my data.  How long did it take you to find out that it was through the APP only? (3 responses and 2.5 hours later, according to this post) I didn't find out till I lost all my data.  Yes I it was there somewhere.  I looked through a few pages, talked with customer service on chat and phone before purchasing DTV NOW, so I thought I was good. (I did not read anything or was told anything about an app, until I lost my data.)  I understand that the information is there, it was just not apparent to me, and there still seems to be some conflicting information on those pages. Regardless, of the information there stating you must use the APP, I still feel I was wronged.  I don't feel the information was transparent enough.  I had customer service agents look at these pages and agree with me, even stating they would reinstate my data, but that was just lip service.  It is a wash.  ATT wins, I will not be filing a BBB complaint, because the information is there, although not easy to find, so it will do no good.  I feel at the very least, as a gesture of good faith ATT should reinstate the 2.6 GB I lost. But apparently they won't.

lizdance40

ACE - Sage

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89.2K Messages

4 y ago

Actually I googled it and got multiple responses to ‘data free tv’ for DTV and DTVN through the app

http://about.att.com/story/watch_it_anywhere_with_att_directv.html

https://www.att.com/esupport/article.html#!/directv/KM1131836

 

akfish50

Teacher

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16 Messages

4 y ago

Great job!

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