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Rhon54

Teacher

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16 Messages

Fri, Jan 24, 2020 9:58 PM

Who and What is TELCO?

I've been waiting and waiting for my paper bill to arrive in the mail. Got onlline and noticed something quite interesting. A little statement saying "You have decided to go paperless" with a green checkmark next to statement. I have been with DirecTV for years, and have ALWAYS received paper billing statements delivered to my home adddress. Why? Because that is my PREFERENCE. So, now I have 2 reasons to call DirecTV/AT&T. As I normally would, I called (Phone number hidden). After going through the automated system for billing questions, I was transferred to a customer service agent, spent at lease 10 minutes on the phone. She couldn't seem to find my acccount using my phone number. Then after explaining my billing question, trying to answer it, and finally told me I needed to call a new phone number 800.288.2020 TELCO. As explained, this is a new umbrella portion of DirecTV for landlines. Oh, I see & when was I going to be notified of this change? She didn't know. Not a word on DirecTV.com or on my previous statement, where a column exists "What Changed Since Last Month", with this note: There were no changes to your account this month. Please keep in mind that I DID NOT RECEIVE A STATEMENT THIS MONTH because someone, and of course it was me because they cannot change this at their end, so said both customer service rep. to whom I spoke. The new change was NOW after years and years of paper statements, I changed the option to paperless billing. I looked through my previous statement, and cannot find one place where I would have that option to make that change. However, since there is so much writing on the statement, I could have missed that part. I do know that every time I call DirectV/AT&T, I am asked if I would like to change to paperless billing. NO, NO, NO!

Now, I hang up and call the new phone number 800.288.2020 TELCO. The new customer service representative seemed taken off guard a bit, and she could not find my account with my LANDLINE PHONE # either, had to give her my account #. She explained to me, that from now on, I am to call this new number regardless of the issue. If the satellite dish falls off, or to change programming, whatever, I now call this new number. AND, if I got the message right this is for landlines only, and I know that I did NOT change to paperless billing, it is obvious to me that the current changes made included CHANGE TO PAPERLESS BILLING.

On DirecTv/AT&T website there is NO mention of this change, and ALL customer service numbers are still (Phone number hidden). The same for my last statement in the mail.

HERE IS MY FAVORITE PART. I asked that a paper statement for this current billing be sent to me. CSR asked if I had ever requested a paper statement to be mailed to me in the past. That took me off-guard for a few seconds. I then said not that I remember, and why do you need to know that? She told me if I had requested a previous statement sent to my home, I would be CHARGED for this one.

DIRECTV/AT&T and now TELCO, you have some problems and I don't appreciate being blamed for them. GET your act together, provide your customers with current information, and PROVIDE YOUR CUSTOMER SERVICE REPS with the new information. I get the feeling that you, DirecTV, etc. started "rolling out" this new program like you did with the complete CHANGE in the MENU. AND, BY ROLLING OUT, it was explained to me that not everyone was receiving the change aat the same time, thus "rolling it out". I would think you would have learned your lesson from that FIASCO, apparently NOT!

I do need to call DirectV or TELCO because of transmission issues, and you better pray to someone that when I dial 800.288.2020, whoever answers better know ALL of the answer to ALL of my questions.

Responses

litzdog911

ACE - Sage

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52.8K Messages

3 weeks ago

This doesn't make sense. Even after AT&T bought DirecTV they still kept the DirecTV phone support number for DirecTV questions. That "TELCO" number is the AT&T support number. I suppose for issues when your DirecTV and AT&T bills are combined, it might make more sense to call the AT&T support numbers. See the phone numbers in my signature below.

____________________________________
ACEs are customers too, NOT employees. Answers are based on experience. I strive to give honest answers, even if not always appreciated. If you posted personal information, please edit and remove.

For official support call DirecTV 1-800-531-5000 or AT&T 1-800-288-2020.
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.
Rhon54

Teacher

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16 Messages

@litzdog911

Thank you for not treating me like an (Edited per community guidelines). It doesn't take a genius to figure out that TELCO would stand for telephone company. Perhaps my question was too complicated. I've never heard of TELCO, telephone company, and to suddenly be told that I will NEVER work with Directv again, and that I need to call AT&T for ALL THINGS=phone, DirecTV issues, i.e. dish, programming issues, unknown messages on my TV screen right after the live program simply STOPS, AND without any notification makes me very angry. The first CSR I spoke with, which would be the DirectV phone #, could not find my account, so she asked me "What kind of phone do you have?" I wondered if she meant the brand name, make & model. Finally, she told me that ALL LANDLINES, which is what I have would be handled by a new phone number. She didn't even tell me the name attached to this new phone #, I had to ask. When I called AT&T the CSR couldn't find my account either.

DirectV and/or AT&T treated me like a non-existent person. No thank you for being with us for upteen years. I went back through my statements, NO MESSAGE REGARDING TELCO. NO STATEMENT saying my bill will now be AUTOMATICALLY switched to paperless, then to be told I was the one who SWITCHED IT TO PAPERLESS.

(edited)

Juniper

ACE - Expert

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17.8K Messages

Paper or paperless is optional, but there was a push awhile ago to move everyone to paperless unless they chose not to. Notice should have been with the bill in the months prior to the change, unfortunately too often these notices are skipped over (if the bill is even looked at in the first place).

DirecTV customer support number hasn't changed and still has their own departments as is a separate provider from other AT&T services, though they have the same parent owner. They have been working on more and more agents to cover both sides, but per the uniqueness of the services and how many there are I find that to be overshooting what can be done.

Within the last year or so, AT&T has been migrating DirecTV accounts to a new billing account system. This is a system designed to work with other AT&T systems as the old one was too different to fully communicate with the other. Most likely the agent who couldn't find your account probably only had access to the one system. If that happens again I would ask to speak to a RC1 specialist who should be able to access both account systems (for as long as the old system remains accessible even in possibly a "read only" state).

We weren't questioning your intelligence on the term Telco. It is not a common term outside of internal business. So we were just answering your topic question "Who and What is Telco?".

It is still our recommendation to call specifically the side of the service you are dealing with. Supposedly if you call AT&T they can transfer you to the DirecTV side or vice versa, but transfers between the sides have not had a good track record. So I would still call the company specific numbers as normal to be on the safe side.

-------------------------------------------------------------------------------
(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.
nabukl

ACE - Professor

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2.4K Messages

3 weeks ago

TELCO simply means telephone company, the TELCO number provided to you is ATT customer support I would NEVER call att support for DirecTV issues yes they own direcTV now but are completely clueless about direcTV. I agree with @ litzdog 911 this makes NO SENSE at all.

______________________________________________________
Former directv csr and tech support rep.
Proud Grandma of 3
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.
Juniper

ACE - Expert

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17.8K Messages

TELCO = Telephone Company. Just a business abbreviation.

Though AT&T does own DirecTV, in addition to U-Verse and AT&T TV Now (formally Directv Now), they have separate support lines.

So for DirecTV specific issues, call the DirecTV number. For AT&T phone or internet, or their U-Verse TV, you call them. For AT&T TV Now, their support is online only.

And nobody is guaranteed to know ALL the answers to ALL your questions. They are only human, not omniscient. If they don't know the answer then they should be able to look it up, find out from a fellow employee, or transfer you to a specific department if needed, unless it is a very unusual question of course. And some home setups are so custom, or deal with 3rd party equipment, that other customers who have those setups are more knowledgeable than an employee who might have just a simple setup.

-------------------------------------------------------------------------------
(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.
Rhon54

Teacher

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16 Messages

Mr. Juniper,

You are a a poor example of an Award for Community Excellence. This is a BLOG, correct? This is where I attempt to find out what's going on in Directv World. Your response is ignorant and self-serving. I called DirecTV to find out why I hadn't received my bill, but before I called, being the smart being that I am, I got online to see if I could find out what was going on. That is when I knew I wasn't going to receive a bill because of a little green check mark with a comment saying I had changed to paperless billing. I KNEW I had NOT changed to paperless billing. That's when I called the Directv phone #.

Frankly, your last paragraph makes absolutely no sense to me. I called regarding my bill.

Juniper

ACE - Expert

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17.8K Messages

This is a public customer to customer forum. So like many other customers here, I am providing information that I hope will help or at least point in the right direction. Sorry you did not like my post, but certainly no reason to be hostile.

As for my last paragraph not making sense, it was a realistic perspective to the last comment in your original post "...whoever answers better know ALL of the answer to ALL of my questions."

-------------------------------------------------------------------------------
(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.
sandblaster

ACE - Expert

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34.4K Messages

3 weeks ago

@litzdog911 Wasn’t there an effort to move everyone to paperless billing? I know there was on the wireless side. Customers were notified they would be switched to paperless unless they specifically opted not to. I forget how that notice went out but I think it was via the bill. That notice may have been 2 or 3 bills prior for the OP, not the previous one. @Rhon54 Presuming you have online access, very easy to log into your account and change back to paper billing. You can also download or print any bill they didn’t mail.

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.
Rhon54

Teacher

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16 Messages

Thank you so much Mr/Mrs Sandblaster for that informative line about logging into my account and changing back to paper billing. When I see that something major has changed on my bill, I call...yes I could have changed it myself, but then I wouldn't know why it had been changed, or who changed it, or anything about TELCO, the telephone company that I am now suppose to contact.