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Yette1159's profile

1 Message

Thursday, March 21st, 2024 3:49 AM

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Horrible customer service

I contacted Directv re their internet tv was told they use Att for internet. I had Att  internet installed on January 23. I then contacted Directv re their equipment delivery as it was to be here prior to internet being installed. Directv customer service was horrible . I cancelled the service for both on January 24. I returned the Att equipment and received a email that equipment was received on January 26. I was billed and payment taken out by autopsy on February 12. I called they said I would receive a credit back to my account in 7 to 10 days. It is now March 20 and I still have not received my refund. I've talked to several people with different stories. I have had it with Att and would not recommend them at all. These companies have the worst customer service which should never be accepted. As a person who worked in customer service for several years this is horrible, DO NOT UTILIZE ATT FOR ANYTHING UNLESS YOU'RE OK WITH THE WORST CUSTOMER EXPERIENCE.

Accepted Solution

Official Solution

ACE - Expert

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32.3K Messages

2 months ago

If you have DIRECTV STREAM or the alternate DirecTV by Internet, they use whatever internet you have. Doesn't have to be AT&T. If you have normal DirecTV which is satellite service, being connected to internet is optional, but again what internet you have is up to you.

The TV services have been spun off back into their own entity with the new co-owner managing their day to day operations. So AT&T is mostly hands off when it comes to anything DirecTV these days.

Check the service dates on the bill compared to the payment made. Neither AT&T or DirecTV prorate the final bill, a practice that is now standard in the industry. If the payment was for the service cycle in which you canceled, then no refund will be provided. However, if that was for the service month that started after you canceled then that is an issue. Also to be sure, you did talk separately to both AT&T and DirecTV's cancellation departments? One cannot cancel the other.

If you did speak to both companies to cancel, and any billing you got for the cycle starting afterwards but was not resolved with the prior calls, then I would suggest a BBB complaint. Those complaints are forwarded to upper management and you usually get contact from their Office of the President within a few business days. That should result in either correcting any billing issues or clearing up any misinformation you may have received during the prior calls.

1 Message

2 months ago

VERY AGGRAVARED over customer service!!

Today, I called ATT to report that my internet is still bouncing.  I tried to explain to the rep. that ATT has had internet service outages since the 18th of this month.  

HER: is your modem plugged in?

ME: yes ma'am, it is

HER: can you kindly tell me how many lights are on?

ME: yes, all of them now.

HER:  then your service is working?

ME: Yes, but it is bouncing 

HER: how can I help

ME: I  would like for you to check your log reports and confirm if there is an outage in my are.  My service was completely out on the 18, 19 and 20th and has been bouncing in and out, since receiving text confirmation of service restoral.

HER: mmmmm, mmmmm, my system says the outage has been cleared.

ME: that's why I'm calling ma'am because it hasn't cleared.  (by now, I'm asking for a SUPV)

HER: can you kindly tell me how many lights are on

ME: yes I can

She wanted to do more troubling shooting, to which I humored her with.  She then, wanted to know how old my modem was.  I explained to there that both of my accounts were experiencing the same problems, so my modems are not the issues.  I asked if she could just open a trouble ticket?  she then ask me, if I had a trouble ticket.  I said that I have text messages regarding the outage.  By now, I was pretty much done with her.  I never got the SUPV either. 

Community Support

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232.4K Messages

2 months ago

Hi @Peterbilt379,
The Community Forums are a public support option where other users, and AT&T, will try and assist with high level support needs. This means we won’t be able to look into account specific concerns.  To get the help you need for your unique issue, please review our Contact Us page, and choose the best option to reach out to us.  You can call, chat, or reach out via social media, and we can review your specific issue and provide you support.  If you feel your issue isn’t account specific, and can be answered generally, please let us know, and we’ll be happy to help.
 
Thank you.
Mike, AT&T Community specialist.

ACE - Expert

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32.3K Messages

2 months ago

@Peterbilt379 

This thread is about a billing dispute with canceling AT&T and DirecTV accounts.

If you need help with your internet service working, please start your own thread. Though if there is a known outage then all you can do is wait. This is a public forum that has no access to any accounts.

For information on current outages: https://www.att.com/outages/ 

ACE - Professor

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5.6K Messages

2 months ago

Right, not a dumping ground.  Open a new thread as needed.  Closing. 

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