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3 Messages

Wed, Mar 18, 2020 7:26 PM

Will my DIRECTV be disconnected during the Coronavirus (COVID-19) pandemic?

Will directv service be disconnected for non payment during the covid 2020 crisis?

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ATTHelpForums

Community Support

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2.5K Messages

7 months ago

Hi @brenyc,

Per AT&T’s Pledge, AT&T will waive any late payment fees that any U-verse TV or DIRECTV customer may incur because of economic hardship related to the coronavirus pandemic.

Our customers have the option to downgrade their service or set up payment arrangements for their service.

For AT&T Customers engaging in Social Distancing, AT&T is offering the following complimentary movie channels.

DIRECTV/U-verse TV

  • SHOWTIME: through March 26, 2020

  • STARZ: March 26 to April 1, 2020

AT&T TV / AT&T TV NOW / DIRECTV / U-verse TV

  • EPIX: April 2 to April 6, 2020

  • HBO & Cinemax: April 17 to April 20, 2020

ChrisZ, AT&T Community Specialist

(edited)

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For additional support, please visit us at our AT&T services hub.

*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

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1 Message

David,

I have been a direct tv customer since 2002. Direct TV suspended my TV service this morning for non-payment. Due to the coronavirus I was given notice and laid off leaving me with no income. I have 3 children at home and the very little money I have left I'm using for food to feed my family. While looking everywhere I can to find some work to get by, I tried calling Direct TV 3 times today. Pretty much after 45 of holding I was disconnected ALL THREE TIMES. Can they please restore my services and give us a break?? My children are going crazy being quarantined at home and I am desperate for some help! I don't care if it is just minimal service.

shannon02

ACE - Expert

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21.1K Messages

This is a customer to customer forum with no access to any accounts

Award for Community Excellence 2020 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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2 Messages

@Costa wow, I can totally agree with your situation, which I’m facing right now myself even though I had an arrangement for the next three days, but how do they put out this letter and commitment for the customers and don’t honor at all completely

New Member

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1 Message

I have a friend that was supposed to pay his bill in the 26th of March, he called DirecTV on March 23 to request an extension until March 30. He is old and locked up at home because the coronavirus and his fragile health, he explained some woman named Brenda that he depends on tv to watch the news and be informed of what's going on in his community. The customer service representative told him extension was granted, but not to worry because they are not cutting anyone off. It is not true, they cut his service off at 5 a.m. on March 26. DirecTV has no consideration for customers and much less for elder individuals.

New Member

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5 Messages

that’s just wrong

Juniper

ACE - Expert

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23.4K Messages

Check https://about.att.com/pages/COVID-19.html to see the updates about what AT&T/DirecTV is doing during Covid-19.

Consideration for all is equal. They do not do less because of being elderly. They do not separate customers into such categories.

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Award for Community Excellence 2020 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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7 Messages

Some of us do not know how to access smart phones we all need to get together so a pledge and turn it in to the government

New Member

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7 Messages

Your update clearly states no services will no be interrupted due to a state of emergency for non payment late fees will be waived well my services is disconnected and also I dont have a access att account and I stayed on hold for a hour or longer
Juniper

ACE - Expert

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23.4K Messages

Not sure what you're talking about as nobody else mentioned a smart phone.

I do question the above notice by ChrisZ as the Covid update page does not include DirecTV as part of the no-interruption update. Assumedly because DirecTV is not communication like phone and internet so is still considered just entertainment. So I believe he listed an error as the update page does not say that DirecTV will avoid interruption.

Consistent with FCC Chairman Pai’s “Keep Americans Connected Pledge” announced today and concerns raised by members of Congress, which we share, AT&T is proud to support our customers by pledging that, for the next 60 days, we will:

Not terminate the service of any postpaid wireless, home phone or broadband residential or small business customer because of their inability to pay their bill due to disruptions caused by the coronavirus pandemic.

Waive any late payment fees that any wireless, home phone or broadband residential or small business customer may incur because of economic hardship related to the coronavirus pandemic.

Waive domestic wireless plan overage charges for data, voice or text for residential or small business wireless customers incurred because of economic hardship related to the coronavirus pandemic.

Keep our public Wi-Fi hotspots open for anyone who needs them.

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www.directv.com or www.att.com
Award for Community Excellence 2020 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.
Dyaradst

New Member

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40 Messages

I have been saying this all along they do not honor their commitment I hope their CEO takes time out of his busy schedule to read what his customers are saying I think he would be ashamed of how his employees are treating loyal customers

New Member

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4 Messages

@Costa Buy a Roku for 40. Purchase Internet service from anyone. TV on Roku is free and there is a lot to watch. You only need the Internet.

New Member

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5 Messages

@Juniper that is horrible customer service to cut off customers at this time. When it is all said and done, I will be looking for other options for my "entertainment."

Constructive

Employee

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14.8K Messages

@Brigette1820 and if you were with dish you would be looking for entertainment elsewhere. It’s not just At&t and direct. It’s charter. Comcast. Frontier all are still shutting off for non payment. People just blame the ones they are currently with.

-------------------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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23.4K Messages

@Brigette1820

You don't pay the bill, then you eventually get shut off. Same with other TV providers. Simple concept, if you don't pay then you don't get it.

TV is entertainment so doesn't have exceptions like water, heat, communication (basic phone/internet), etc.). So there is no obligation or expectation that they still provide you service if you are unable to pay for it.

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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 2020 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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2 Messages

@ATTHelpForums I set up a payment arrangement, made a payment and my service has been interrupted. I would like to know why. Also I’ve been on the phone for more than 2 hours today trying to get ahold of someone to Get this resolved. I want answeres.

New Member

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1 Message

@ATTHelpForums I have an issue with my AT&T account and sought resolution before the outbreak of COVID19 to no avail — my account is now suspended and I’ve been incurring monthly bills while unable to speak with a representative about the issue due to the high call And chat traffic. I’ve been trying to have this resolved for over a month now.

Constructive

Employee

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14.8K Messages

@JonJon94 tagging anyone other than other customers doesn’t work your going to have to do what everyone else does and deal with the long hold time. Even att helps does not deal with billing issues

-------------------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.
Dyaradst

New Member

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40 Messages

Make a complaint to the FTC. They have a file on Direct tv

New Member

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2 Messages

@Costa ATT did similar thing to me. I was told Friday on ATT Chat by customer service that the TV too would not be disconnect until May 13 along with phone and internet. Today disconnect. Called bu because already cut off have to pay past due just to restore even though they made mistake. Learned that the call center and the chat lines do not share info and only chat could pull up text and restore without payment. Chat been down all day so obviously ATT has completely botched more than just my account

New Member

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2 Messages

@Constructive ATT Chat told me Friday that TV was not shut off until May 13. I questioned it asking confirmation twice and both times received confirmation. So I did not make payment arrangements at that time. I knew internet and phone was that way, the ATT rep made it clear in writing (chat) that no I did not to do anything as no one has job here at this time due to virus shutdown. ATT (all 3 services for decade plus). Today service cut and when called all the way to customer care they couldn't turn on without past due (even though told would not lose service). Customer care said maybe only way to get turned on without is going back to chat as I was informed after 58 minutes that customer care call in can not access chat conversations. I have tried Chat since 10 AM and it is not up because of influx of chats. Maybe I am not the only person that was told incorrect information by ATT.

nabukl

ACE - Professor

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3.7K Messages

@dmb4321, the chat rep misinfomed you. Now that service has been interupted no one can restore service without a payment of at least the past due. Service interuption hasn't been protected by covid-19 because pay tv is a luxury not a necessity. The chat rep needs to start giving accurate information.

______________________________________________________
Former directv csr and tech support rep.
Proud Grandma of 3
Award for Community Excellence 2020 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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23.4K Messages

@DMB4321

Unfortunately you got wrong info. Unlike other AT&T services, DirecTV does not get interruption protection. The difference is that it is entertainment, not essential services. Seems like some of their agents read through the updates a bit too quickly and didn't catch it doesn't say DirecTV.

For correct info: https://about.att.com/pages/COVID-19.html

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For official support call DirecTV 1-800-531-5000 or AT&T 1-800-288-2020.
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Award for Community Excellence 2020 Achiever*
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Contributor

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5 Messages

@Yurizan Your "friend" was likely already at least a month behind on his payment. My bill was "due" April 3rd, I just paid today (4/(8) because I simply just got around to it. I'm often a few days "late" every month paying it because it's not a big deal. They do not cut off your services EVER for being a couple of days late. I suspect your "friend" was late paying by his cutoff date, not his monthly due date.

Juniper

ACE - Expert

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23.4K Messages

@ThrowinHeat

You are spot on.

Day 1 service month starts (based on install date).

Day 2 bill produces and mails.

Day 20 is listed due date.

If payment is posted to the account before next day 1, no late fee.

If next day 1 starts with any past due, not only is a late fee charged, but there will be a scheduled interruption date listed if the past due remains.

So there is a built-in grace period (about 10 days depending on 30/31/28 day month). That way we are protected in case payment submitted on time, but there is a processing delay. Or if there was an issue where payment didn't go through, declined or reversed, we still have some time to resubmit payment.

Getting interrupted means next bill came out with information. If past due cannot be paid by that interruption date, that is when you contact DirecTV to see if you can make a payment arrangement. And possibly reduce service to help going forward until finances catch back up.

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(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 2020 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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1 Message

@ATTHelpForums this is a LIE. My DIRECTV service was suspended I spoke with Laura rep ID number Q2NMN98 and she refused to restore my service or even give me local channels to access the president in this time of national emergency.

They dropped my promotional package pricing and now want to charge me $700 And if I don’t pay my service will not be restored.

[email scrubbed]

(edited)

Constructive

Employee

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14.8K Messages

@Law267 that was a mistaken post over a month ago, its been stated over and over in here there was never any promise from any provider not to interupt tv services for non payment.

-------------------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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23.4K Messages

@Law267

The post was in error. AT&T services considered essential get extra protection. Pay TV is just entertainment, not essential, so doesn't get protection from interruption. So the agent misquoted when they typed the post.

For the official announcements, the actual source of info, check:

https://about.att.com/pages/COVID-19.html

-------------------------------------------------------------------------------
(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 2020 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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2 Messages

@Dyaradst I concur with you. DirecTV has been a disappointment to met from day one but, I have a contract that they will make me fulfill it but, they don't commit!!

New Member

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4 Messages

@Yurizan Directv could care less what's going

New Member

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2 Messages

@Brigette1820 Don't go to Comcast/Xfinity--I called them last week to let them know we couldn't pay our $208 bill they said it would be extended until May 13th. We've never been late or previously missed a payment but we still woke up this morning to our tv services being disconnected. I called them thinking it was a mistake since just last week they told me it was fine until May 13th--they lied. The only way to get our service turned back on is to pay the $208 bill. We're a small busines owners that haven't made a dime in 5 weeks. We dont qualify for the small business loan and were already sent a denial letter from unemployment. We're literally screwed.

New Member

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10 Messages

@ATTHelpForums Please send this to AT&T's CEO because DIRECTV is ruining AT&T's reputation! I'm considering canceling my DIRECTV, AT7T phone and U-Verse service BECAUSE of DIRECTV's abusive customer service practices.

For those asking, DIRECTV disconnected my service during the pandemic so they are disconnecting!!!

I have an error on my bill and spent over SIX HOURS on the phone with them yesterday (April 28, 2020) and they refused to correct the error.

They had overcharged me by $150.00 so did credit me for that and said that credit would keep services from being disconnected and give me time to try to get the billing error corrected.

I WOKE UP THIS MORNING AND MY SERVICE WAS DISCONNECTED!!

Here's what's happened:

Anyone else have similar issues because this is horrible!?

Reply to another post:

YOU MUST BE LIVING IN A DIFFERENT DIRECTV UNIVERSE THAN ME ... I was charged for the NFL ticket and called them to get it taken off. They agreed to removed it and give me a credit. I paid my normal bill and told them since I didn't order that and didn't want it, I wasn't paying that portion. This was in Nov. and they promised a credit.

On Feb 17th my service was disconnected because the NFL Ticket charges had not been paid. THEY HAD PROMISED FOUR MONTHS EARLIER TO CREDIT ME FOR IT BUT CONTINUED TO CHARGE ME FOR IT!!!!

I called and after FOUR HOURS on the phone finally spoke with Chris who told me they could not give me the credit ... I gave him the name, date and employee # of the person who had promised me the refund and he still said he couldn't help me.

Then, I found a case number they had given me and he was, after almost FIVE HOURS ON THE PHONE, able to find where they had indeed PROMISED TO GIVE ME CREDIT.

He said he gave me credit and reconnected my service.

BUT he said since my service was disconnected, he could not set me back up on the same account program and my bill would be much HIGHER GOING FORWARD!!! WHAT!??

New Member

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10 Messages

I complained telling him it wasn't my fault. DIRECTV kept charging me for something I didn't want or order (he said it auto renewed .. so I asked him to take off all future auto renews from my account - he said he did) Again, they said back in November they would credit me

... then he said my bill would be THREE TIMES HIGHER THAN IT WAS BEFORE THEIR DISCONNECTION. I said I wasn't paying that and it wasn't my fault.

He said he could help by giving me a $95 discount beginning in March for the next 12 months .... IF I AGREED TO PAY THE HIGHER BILL THAT DAY. Chris was saying this would "save me money in the long run" but "I had to pay the higher bill that day."

I paid the higher bill to get the service set back up and the discount in place.

Fast forward to the next month's bill ... the next month's bill was incorrect!!! Chris told me my bill would be $82.31 for the next 12 months but it was way higher for March.

Because I am a small business owner and we were hit with COVID19 crisis, I did not have FIVE HOURS to call in March because I was in the middle of closing my office, work from home, quarantine, filing for PPP, Disaster Recovery, Unemployment and taking care of supplies for my family ... ETC!!! This was the MARCH BILL ... it was $239.68. My previous agreement was for $30.62 per month.

When the APRIL BILL arrived it was $431.50 !!!! I had been paying $30.62 per month before the disconnection.

When Chris set it back up, it appears he did not get the $95 discount added and my bill was not the $82.31 as he had promised (this was still higher than the $30.62 I had prior to the disconnection but they said one promo for $55 had expired) ... so I agreed to the $82.31 per month.

In the midst of the pandemic, I got a disconnection notice so I spent the time to call them yesterday as I keep up with COVID19 by watching the news

I know the drill with DIRECTV and I was on the phone for OVER SIX HOURS with them, DISCONNECTED THREE TIMES, TRANSFERRED BACK TO THE AUTOMATED BILL PAY OCNE by Michelle instead of transferring me to her manager which she was supposed to do ... so had to start the process over!!

When I first called, I spoke to Princess who told me the took off the $95 discount due to non-compliance (the non- compliance was from when they disconnected my service due them not giving the the credit they promised). I also spoke to Michelle who transferred me back to the automated system in error and did not call me back.

I maneuvered through the system and got connected to Macy, Mcy transferred me to JR (I was disconnected with no return call).

I called back and went through the automated system again and finally got connected with Mary (I was again disconnected with no return call).

I called back and eventually got Christine, Christine connected me with Glen (Manager). Glen was very good and said they could fix the issue. He connected me with Josh (I was disconnected with no return call) but Josh was still on the other line so he picked back up and connected me with Luis/Luie LC308M.

This lasted for over a period of MORE THAN 6 hours (began at 3 pm CST and ended after 9 pm CST)

They were not able to solve the problem!!! They said they didn't see where Chris had set up the $95 promo for the next 12 months ... AND (GET THIS) because the service was disconnect which was not my fault. It was because of the NFL Ticket and because DIRECTV didn't issue the credit THEY had promised back in November for something I didn't order in the first place. They disconnected my service because I didn't pay for that and they told me not to pay it because the credit would come through before it became seriously past due.

BECAUSE OF THIS DISCONNECTION, THEY SAID MY $95 DISCOUNT WAS TAKEN OFF (AND GET THIS) I CAN'T GET THE $95 DISCOUNT REINSTATED DUE TO NON-COMPLIANCE ON MY PART BECAUSE THEY DIDN'T GIVE THE CREDIT THEY PROMISED, TOLD ME NOT TO PAY IT ASSURING ME IT WAS OKAY AND THEN DISCONNECTED MY SERVICE BECAUSE IT WASN'T PAID!!!

New Member

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10 Messages

BECAUSE OF THIS DISCONNECTION, THEY SAID MY $95 DISCOUNT WAS TAKEN OFF (AND GET THIS) I CAN'T GET THE $95 DISCOUNT REINSTATED DUE TO NON-COMPLIANCE ON MY PART BECAUSE THEY DIDN'T GIVE THE CREDIT THEY PROMISED, TOLD ME NOT TO PAY IT ASSURING ME IT WAS OKAY AND THEN DISCONNECTED MY SERVICE BECAUSE IT WASN'T PAID!!!

1. THEY CHARGED ME FOR SOMETHING I DIDN'T ORDER,

2. THEY PROMISED ME A CREDIT,

3. THEY DIDN'T CREDIT ME,

4. THEY THEN DISCONNECTED MY SERVICE BECAUSE I DIDN'T PAY FOR WHAT THEY WERE SUPPOSEDLY CREDITING ME FOR ...

5. THEN AFTER HOURS TRYING TO GET IT RESOLVED ON 02/17/2020 THEY RECONNECT MY SERVICE

6. ..... AND CHARGE ME MORE

7. .... THEY PROMISE ME A LOWER PRICE OVER THE NEXT 12 MONTHS if I'LL PAY THE HIGHER BILL on 02/17 WHICH I DO

8. .... THEN WHEN I GET MY BILL ..... THERE ARE NO DISCOUNTS!!!! 9. WHEN I ASK ABOUT THE DISCOUNTS, THEY SAY I'M IN NON-COMPLIANCE (I'M IN NON-COMPLIANCE because they didn't give me the credit they promised ... and they disconnected my service over that amount)

10. SO THEY TOOK OFF ALL MY PREVIOUS DISCOUNTS AND WOULD NOT HONOR THE $95 DISCOUNT FOR THE NEXT 12 MONTHS WHICH CHRIS HAD PROMISED if I paid the HIGHER AMOUNT ON 2/17/20!!!!!!

11. I paid the higher amount on 2/17 and my bill was supposed to be $82.31 beginning in March 2020 and stay at that amount for 12 months.

So, I find out today 04/28/2020 that DIRECTV had not fully credited me for the NFL Ticket, so Luis was able to give me $150.00 back (which was my money that I had paid for the NFL ticket .. seems they billed me again and I paid this ... so he gave me "my money back" ... KEEP IN MIND THIS WASN'T something they were giving me like a discount BUT giving me "MY MONEY BACK BACAUSE THEY OVERCHARGED ME."

SO THEY OVERCHARGED ME TWICE FOR NFL TICKET AND THEN DISCONNECTED MY SERVICE AND THEN TOOK AWAY ALL MY DISCOUNTS INCREASING MY BILL FROM #30.62 PER MONTH TO $184.00 PER MONTH.

HE ACTED LIKE IT WAS A BIG DEAL THAT "HE WAS GIVING ME SOMETHING!!!" IT WAS MY MONEY ... DIRECTV overcharged me so that was my money that they had taken from me even before they disconnected my service on 02/17/2020!

I had overpaid them and they disconnected me due to their incompetence!

So after talking to all those people on 04/28/2020 and feeling like I was going to have a heart attack, stroke or at the very least a panic attack ... DIRECTV DID NOT fix the problem and refused to give me the $95 discount that they had already promised me back in Feb ...

So Luis tries to get me to go with a cheaper service and I tell him I'm exhausted and can not continue the call (AFTER 6 HOURS ON THE PHONE AND GETTING NOTHING!!!!!) I tell him I'm going to look online to see what's available and that I'm not going from paying $30 a month to now paying $184 per month ...

DIRECTV still needs to fix the problem and give me the $95 discount they promised.

Luis says the $150 NFL ticket credit will keep my service from being disconnected so that I would have time to look at what I want to do with the service AND that service will not be disconnected during the pandemic.

I tell him I'll look at what's available and call back but that I'm not under any circumstances paying $184 per month as that is way too high for DIRECTV service.

I'm a single mom, small business owner, have two children in college and have had to close my business due the COVID19 impact.

He then asked if he provided me great service ... I said "no, my problem was not resolved."

I told him I still had to call back and go through this HOURS AND HOURS LONG CHARADE AGAIN TO TRY TO GET THIS FIXED ... we then ended the call.

I wake up this morning, get me coffee and turn on the TV to catch up on morning news ....

..... AND MY DIRECTV SERVICE IS DISCONNECTED

After all that, they disconnected my service DURING COVID19 and after telling me that the $150.00 credit back for the NFL Ticket would keep any disconnection from happening until I could figure out the billing issue.

WOW, DIRECTV !!

I need to speak with someone who can help me .... this isn't right. DIRECTV disconnected my TV during COVID19 even after they said the credit would prevent that and also saying that they would not disconnect during the pandemic!

WORST COMPANY EVEEEEERRRRRRRR!!!!!!!!!!!!!!!!!

Please send this to AT&T's CEO because DIRECTV is ruining AT&T's reputation! I'm considering canceling my DIRECTV, AT&T phone and U-Verse services BECAUSE of DIRECTV's abusive customer service practices.

I am a franchise owner and I will be sharing this experience with all our franchise owners and our vendor management team so they know the service level of the DIRECTV and AT&T companies. I will highly recommend caution when considering these companies as vendor partners.

You cannot treat customers this way ....

Constructive

Employee

 • 

14.8K Messages

nobody here will or is able to foward your post to the CEO were all customers here and directv nor at&t read or moniter the forums except for a few moderators to keep the conversations civil.

-------------------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

 • 

23.4K Messages

@LinWa

This is a public forum of other customers. Not a way to communicate with their CEO. The "help" team is a small department (possibly outsourced) that can only offer some assistance on a case by case basis, but with limited options.

https://about.att.com/pages/COVID-19.html#consumers

(Keeping Our Customers Connected - Updated April 28, 2020)

April 27, 2020

Not terminate any postpaid wireless, home phone or broadband residential or small business account.

Waive any late payment fees for postpaid wireless, home phone or broadband residential or small business, U-verse TV or DIRECTV customer.

Notice that all their TV services including DirecTV are not listed in avoiding termination.

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New Member

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1 Message

@ATTHelpForums I am a college student as well as I worked a job because of the pandemic I'm not working now. I set up arrangements with Direct TV my services were still suspended. I feel this is not right I've been a customer for over 5 years. I've been paying 2 bills and have tried to rectify that because they made a mistake by spelling my name wrong. So, I guess I will switch my service. No loyalty.

Juniper

ACE - Expert

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23.4K Messages

@whyme1nthisseason

They look up your account by phone number or account number. Name on the account being spelled wrong would be an issue that should be quickly fixed, but has no affect on service staying on or not.

If you setup a payment arrangement to give a few more days to pay your past due, but was interrupted before then, you will need to call DirecTV to resolve. Whether you stay with them or not I suggest speaking to a retention specialist so you have best chance at a more experienced agent (plus they can assist you with cancellation if it comes down to it).

https://support.directv.com/contact

Customer Service

800.531.5000 | Pay Bill | Order Movies | Refresh Your Receivers

General support daily, 8 a.m. – 12 a.m. ET

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Accepted Solution

davemize

ACE - Professor

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3.1K Messages

7 months ago

See the details here. You can also look at the orange box at the top of the page for AT&T's position on COVID-19.

"Don't make me summon the flying monkeys...."

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*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

Not sure if this applies to television services. What do you think?

Constructive

Employee

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14.8K Messages

@brenyc i dont beleive so ive seen posts where its included but looking on the website it seems that they copied the official at&t announcement and added tv into 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

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3 Messages

@Constructive it will be disconnected or not? I'm teaching remotely from home and had wanted to include television in my lessons since most students use directv, but didn't want to cause any more hardship on families.

(edited)

Constructive

Employee

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14.8K Messages

you would need to call them and ask

-------------------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.
Dyaradst

New Member

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40 Messages

Make a complaint to FTC they have a file
Constructive

Employee

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14.8K Messages

you again and get the right 3 letter government. FCC. Not FTC and shutting off for non payment is not any sort of violation.

-------------------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.
Dyaradst

New Member

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40 Messages

You could be right but I think FCC is for cell phone but FTC is for other. Services but you can check that out you are probably right some people know everything
Constructive

Employee

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14.8K Messages

@Dyaradst The Federal Communications Commission is an independent agency of the United States government that regulates communications by radio, television, wire, satellite, and cable across the United States. The FCC maintains jurisdiction over the areas of broadband access, fair competition, radio frequency use, media responsibility, public safety, and homeland security.

The Federal Trade Commission is an independent agency of the United States government, established in 1914 by the Federal Trade Commission Act. Its principal mission is the promotion of consumer protection and the enforcement of civil U.S. antitrust law through the elimination and prevention of anticompetitive business practices, such as coercive monopoly. It is headquartered in the Federal Trade Commission Building Washington, D.C.

-------------------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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23.4K Messages

@Dyaradst

FCC is more than just phone. Even though DirecTV is one-way for entertainment, FCC covers it because it is still communicated by satellite.

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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 2020 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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2 Messages

How do I get off of this forum? People keep sending me replies to a question I did not ask?

Constructive

Employee

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14.8K Messages

@pseckinger click the 3 dots to the right at the top of the page and click unsubscribe,

(edited)

-------------------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

 • 

23.4K Messages

@pseckinger

Anytime someone posts in a thread you have participated in, you get a notification. If you no longer want updates from a thread, click the action list on the right (the 3 dots) and choose unsubscribe. Then you will no longer receive notifications for that exact thread, unless someone has mentioned your user name as I have done at the start of this reply.

You can also go into your profile and click the Email & Notifications tab where you can adjust the general settings as well.

(edited)

-------------------------------------------------------------------------------
(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 2020 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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2 Messages

7 months ago

Due to the massive lay offs here in Las Vegas , I am asking ATT/ Direct Tv for a little leniency of paying my bill for the next 3 months?

I have been a loyal longstanding member a very long time. I don't want to cancel . I need my TV for entertainment and news during this quarantine.

Can ATT ? Direct TV assist in helping me with this problem ?

Thank You

MR. Einck

Note: This comment was created from a merged conversation originally titled Corona Virus shutdown Las Vegas NV
nabukl

ACE - Professor

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3.7K Messages

TV service will not be disconnected but the TV package may be downgraded to minimum service

The response above from att help means that YES service could be interupted. "Minimum service" is a level 1 interruption it the goes to a level 2 which is disconnection of service which is an automatic process so they're response is pretty much irrelevant.

______________________________________________________
Former directv csr and tech support rep.
Proud Grandma of 3
Award for Community Excellence 2020 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.