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New Member

 • 

1 Message

Tue, Feb 18, 2020 3:41 PM

Is there an online customer service chat?

I am simply looking for online customer service chat does this not exist DirecTV? I know i can call ,however I find online chat more beneficial.

Responses

Constructive

Employee

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8K Messages

2 months ago

-------------------INCLUDED IN EACH POST FOR CLARIFICATION______
While AT&T employees do look at forum posts from time to time, we are here to represent the forum with our experiences as customers and do not represent AT&T in any official capacity with our responses and do so on our own time unpaid and off the clock. As employees we are not rewarded nor compensated to participate in these forums This forum is comprised of regular customers to communicate with other customers to offer advice and share experiences same as any other user Although there is a small team of customer care specialists that monitor the forums the sheer volume of posts are simply too many posts for these agents to respond to each one of them.
*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.
Juniper

ACE - Expert

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18.8K Messages

Remember the option will only be usable if their is an available agent. Apparently it is low staffed so supplements customer support, but does not replace it. I would also caution on the information received as there have been more posts lately about incorrect info from the chat option. Plus as others have mentioned, customer support agents over the phone do not have access to chat transcripts.

-------------------------------------------------------------------------------
(Included after every post)
I am a customer, not an employee. This is a public forum.
For official support call DirecTV 1-800-531-5000 or AT&T 1-800-288-2020.
www.directv.com or www.att.com
Award for Community Excellence 2019 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

New Member

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3 Messages

@Constructive Unless it's hidden somewhere deep within the site itself, this isn't the case Constructive. When you click on the link you provided, it takes you to the portion of the customer's profile where it asks you to select service you need assistance with (Contact Us Choose your service to find useful links and contact info). While there are some helpful links in troubleshooting what ever service you need assistance with, nowhere does it show the chat link, and the chat, in my case at least, is needed when I need help outside of troubleshooting phones, internet, etc. My question/situation, and I would assume for Hemmia and others, are specific questions that needed to be answered by someone, conveniently via chat.

Let's use my situation and the link you provided as another example: I choose my wireless service, and click on "My Wireless Plans", and takes me to the all it provides is Helpful Articles, and provides ways to contact AT&T, but once again, there is no chat link. Actually, there is a chat link, "Looking for phone, tablet, or wearable help? Ask an expert", comes up, but when entering your name, phone number and question/brief scenario, it quickly appears as an Expert is going in the chat (actual picture icon and name of said Expert comes up), and then quickly disappears and we are left with a sentence stating that you all need additional information, followed by a link that takes me back to the wireless page. Even if you request in the same brief question/scenario in transferring you to the customer service side, this still happens. This is redundant. Here's what shows on the page as proof (text):

Prefer to chat?

We’ll start by asking you a few questions. (My Note: no chat icon appears).

Every day, 7 a.m. - 1 a.m. ET

Looking for phone, tablet, or wearable help?

Ask a device expert (My Note: this is where the link appears)

Customer service

Show account info(2)

Bill & account

611 from AT&T mobile phone

Every day, 7 a.m. - 10 p.m. local time

(Phone number hidden)

Other contact options

New service

(Phone number hidden)

Monday - Friday, 8 a.m. - midnight ET

Saturday & Sunday, 8 a.m. - 11 p.m. ET

Order status

(Phone number hidden)

Available 24/7

Support for travel abroad

+1.314.925.6925

Available 24/7

FREE from mobile phone

Disability resources

TTY (Phone number hidden)

Voice (Phone number hidden)

Monday - Friday, 10 a.m. - 10 p.m. ET

Saturday, 11 a.m. - 7:45 p.m. ET

So according to you Constructive, yes there is a chat, but where exactly? Your response, with all due respect is vague, or doesn't provide enough explanation where we can find the chat. The "Ask a device expert" is no help, as of course, it's to talk to someone about the physical product (not service) you need assistance with.

The chat icon sometimes (at least before) would come up automatically and we would be able to chat with regular customer service right away. This doesn't seem to be the case.

So again, where is the chat? Yes, there is the service of calling customer service, but some if not many of your customers don't have phones readily available as they are either at work, school, at the library, or doing something else. This is why the chat option is needed.

Please help me, Hemmia, and others who are viewing this specific question/post.

Thank you.

(edited)

New Member

 • 

3 Messages

2 months ago

@Hemmia , if you aren't notified that I commented on your original post, please see this post here with you tagged on it, and see my long comment (my apologies for the long comment), requesting further information/clarification, and added more to your question).

Thank you.

Constructive

Employee

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8K Messages

the link I gave is the correct link if the chat option isn’t available then there’s not an available agent at that time. The op asked and I answered No more no less. You seem to be mistaking me for customer support or service. Everyone in here are customers same as you

-------------------INCLUDED IN EACH POST FOR CLARIFICATION______
While AT&T employees do look at forum posts from time to time, we are here to represent the forum with our experiences as customers and do not represent AT&T in any official capacity with our responses and do so on our own time unpaid and off the clock. As employees we are not rewarded nor compensated to participate in these forums This forum is comprised of regular customers to communicate with other customers to offer advice and share experiences same as any other user Although there is a small team of customer care specialists that monitor the forums the sheer volume of posts are simply too many posts for these agents to respond to each one of them.
*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.
Constructive

Employee

 • 

8K Messages

funny I clicked the link I provided chose directv and right there at the bottom of the page was prefer to chat live with a chat live button below it

-------------------INCLUDED IN EACH POST FOR CLARIFICATION______
While AT&T employees do look at forum posts from time to time, we are here to represent the forum with our experiences as customers and do not represent AT&T in any official capacity with our responses and do so on our own time unpaid and off the clock. As employees we are not rewarded nor compensated to participate in these forums This forum is comprised of regular customers to communicate with other customers to offer advice and share experiences same as any other user Although there is a small team of customer care specialists that monitor the forums the sheer volume of posts are simply too many posts for these agents to respond to each one of them.
*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

New Member

 • 

3 Messages

Perhaps so, but you also have the Employee title under your name, so we as regular customers (that are not AT&T employees or simply don't know) aren't aware if you are actual customer service agent, an employee that works at a brick and mortar, an employee that moderates forums, etc.

We come here for guidance in hopes that someone with the Employee title or similar guides us through the process, which you have by providing the link, but we weren't aware of the issue of the Chat Icon not appearing due to no one being available (With respects to you, since you knew before hand of this, would have been nice to know on your intial response to the OP), or as @Juniper has stated (thank you for the further info) that Customer Service is "apparently it is low staffed so supplements customer support, but does not replace it. I would also caution on the information received as there have been more posts lately about incorrect info from the chat option. Plus as others have mentioned, customer support agents over the phone do not have access to chat transcripts."

Thank your for your assistance to both you and Juniper.

@Hemmia and others, now you know.

Juniper

ACE - Expert

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18.8K Messages

Those with the "employee" tag are not here in an official capacity. It is more to highlight that they should be very knowledgeable as their employment has been verified.

It would be better if the chat link always showed but with a current status (such as unavailable). But until they improve the quality of info provided through that method, I prefer to avoid it for now.

-------------------------------------------------------------------------------
(Included after every post)
I am a customer, not an employee. This is a public forum.
For official support call DirecTV 1-800-531-5000 or AT&T 1-800-288-2020.
www.directv.com or www.att.com
Award for Community Excellence 2019 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
mobilemax

Employee

 • 

796 Messages

2 months ago

Hello,

Contact through directv.com login or att.com chat option at bottom when logged in. Otherwise, by phone or a local AT&T store for general inquiries.

*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.
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