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Teacher

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3 Messages

Tue, May 14, 2019 6:08 PM

Closed

write a review

Why cant I write a review about the terrible service I receive from Directv? Worst customer service in the history of service companies. You can buy marked share and create opportunity through mergers and acquisitions but your customer base will never forget the lack of professionalism, the constant increases and the lest than honorable way in which you conduct business. The first opportunity I have I will cancel my services and look for other options. 

Responses

Teacher

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3 Messages

2 years ago

Called again today to dispute my bill, which thankfully was resolved. I was on hold for over an hour. Found out that they have a new policy that regardless of when you disconnect service they run your billing out one more cycle. Nice, I guess that so they dont have to refund the first months installment. 

 

Ill always remember the games played by what I used to think was one of Americas top service companies. AT&T should write a book on how to go from first to worst... 

 

Ive called customer service 8 times in the last 14 days, Never was i on hold less then 30 minutes... If you have another option, it will be less painful. 

shannon02

ACE - Expert

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21.8K Messages

2 years ago

Yes DTV changed the prorate policy in January, you pay for and receive service until the end of your billing cycle.

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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.

Teacher

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3 Messages

2 years ago

That’s great but if I don’t pay my bill it gets turned off immediately. Your policies are very one sided.
Juniper

ACE - Expert

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25K Messages

2 years ago

 

@mmiller251 

 

This is a public forum for open discussions. So you want to talk about concerns or write a "review", that is up to you. Nobody is stopping you as long kept within the site's appropriate guidelines.

 

Price increases are not constant. Discounts are temporary, such as the 1st year intro special. With no discounts and no changes to service, you should not see a change to price more than once a year. This is because the networks increase their costs to the TV providers over time, which results in them having to increase their bills. No TV provider is immune from this.

 

There are more people calling then agent's available, hence when hold times become long. Not a quick fix available.

 

The cancellation policy is not to run the bill one more cycle, but simply to complete the cycle you are already in. Too many people could not (or would not) understand prorated billing from cancel going through mid-cycle. For those that ended in a credit balance to call because they could not be patient to wait for their refund, or to callback about losing their refund card, etc. So hopefully a flat cancellation policy for everyone will result in less calls and as such reduced hold times.

 

If you don't pay your bill it doesn't get turned off immediately. The following bill would show a late fee and the date service would be interrupted if you haven't caught up.

 

Not "our' policies as we are customers like yourself. Personally, I preferred the intention of the old way on cancellation. But I can see why they would choose to make the decision from a business standpoint. Sometimes there isn't an answer that is perfect for both sides. For reference, here is the notification they sent in November 2018: 

 

Please read this if you receive DIRECTV and/or AT&T Fixed Wireless service(s). We want to remind you that you’re billed in advance for recurring service(s) and/or programming charges and applicable fees based on the terms of your current service agreement(s) with us. Starting January 14, 2019, subject to applicable laws, we’re updating your agreement(s) to include your recurring service(s)/programming charges and fees won’t be prorated if you cancel the above service(s) on any day other than the last day of your billing cycle. Your service(s) will continue until the end of your billing cycle but you won’t get a refund (prorated credits) for any remaining days left in your billing cycle. For products not listed above, refer to their terms of service for more information.

Questions about this change? Go to att.com/ProrationPolicy for more information and to see the revised section of your service agreement(s).

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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.

Contributor

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1 Message

2 years ago

I agree 100% I was on the phone 2 different times 30 minutes and then almost a full hour. The cancellation policy is horrible I missed my cycle by 2 days and I know have to pay another month and I want it off!! Never again will I use Directv/At &t. I am beyond furious I have to pay for tv I wanted off 2 weeks ago. Best of luck. I certainly will not recommend them if anyone asks. Nothing but issues. 

Juniper

ACE - Expert

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25K Messages

2 years ago


@Jengood wrote:

I agree 100% I was on the phone 2 different times 30 minutes and then almost a full hour. The cancellation policy is horrible I missed my cycle by 2 days and I know have to pay another month and I want it off!! Never again will I use Directv/At &t. I am beyond furious I have to pay for tv I wanted off 2 weeks ago. Best of luck. I certainly will not recommend them if anyone asks. Nothing but issues. 


Ok, so you called a couple days into your cycle. At the very least I hope you called before you were installed/activated with another provider, so you don't pay for overlapping time.

 

Even before this cancellation policy changed, it was recommended to call before your new provider was fully setup (ordered, but not yet install date would be fine). That way you could get any important info on how cancellation works, find out if you will be dealing with an early cancellation fee (ECF), or if there are any final offers that work better for you.

 

So since you are 2 days in, suggest to leave equipment hooked up so you can use the service thru the time you are paying for.

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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.

Contributor

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2 Messages

a year ago

And they have the worse services worse customer service supervisors are rude  The management's is even ruder. Have no problem taking money but will give you the run around for fixing situations in wanna get mad because you're frustrated because they take your money but do not resolve any of the problems or justify their rudeness or incompetents to the way they treat their customers

Contributor

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2 Messages

a year ago

Would never recommend AT&T/directv to anyone

Teacher

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13 Messages

a year ago

I cancelled DIRECT TV and the $388 per month bill and went to YoutubeTV for $59 per month.

The picture is better and I can watch it on all my TV's, Ipads, phones and I don't have any DVR's or remotes to deal with.

 

I HIGHLY RECOMMEND DUMPING DIRECTV 

 

Contributor

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1 Message

a year ago

Can’t even buy a movie so I call there support number. After 20mins of talking and be on hold,, she tells me I’m being transferred to a specialist. Most inconvenient ruining my night on a 30 minute phone call where the specialist told me it’s my remote

Teacher

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13 Messages

a year ago

Directv is horrible.  *****
I cancelled Directv and went with Youtube TV and I've never looked back.
Dump the dish.

 

[Per Guidelines: Keep it Relevant and Appropriate]

New Member

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1 Message

a year ago

I will cancel my service as soon as I am able and NEVER return! Direct TV has lost a loyal customer because of their terrible customer service and the hours I’ve spent on the phone trying to get a simple $273 issue resolved.

(edited)

Juniper

ACE - Expert

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25K Messages

$273 is quite a high bill for most people. Though this is not customer service, perhaps other customers could provide guidance. What are the details of that bill and specifically what part is the issue?

If you wish to try customer service again, especially since you are considering leaving over this, when you next call and get the voice system say "cancel" to route you directly to their retention/cancellation department. If you end up still canceling, be aware you pay for the full service month so don't have a new provider setup until after the cycle would have started over so you don't pay for overlapping time.

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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

a year ago

I see this isnt really a review board so I’ll go find those to warn people about what ATT has become. Even some of their own employees are saying they got too big with buying direct tv so are continuously seeing people on 1-15 hour phone calls to fix simple matters (yes...15 hours and counting... with one stretch without a break being about 5.5 hours - had to swithc phones to continue). Nothing gets resolved so ...they just dont care.

Juniper

ACE - Expert

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25K Messages

@Dcliff

No this isn't simply a review board, and definitely not official support. This is a public forum of other customers. We try to help each other to get solutions to issues, or at least guidance to get pointed in the right direction.

Any concern taking hours, especially 15, is absurd. In general I do not believe it is a lack of caring, but issues with new systems from the integration, including a great improvement needed for training from AT&T's acquisition of DirecTV. Though I am curious as to what about your service they are taking so long to resolve? At that length I would think a supervisor would have to take over as that would destroy any agent's requirements of an average call time.

-------------------------------------------------------------------------------
(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

10 months ago

AT&T /Direct TV (Edited per community guidelines). They change programming without communicating changes to their customers. I agree with other complaints about their customer service. If you’re fortunate enough to speak to someone that can actually speak English, they still are incompetent and really don’t (Edited per community guidelines) about your concerns and issues. I would never recommend to any potential new customer.

(edited)

Juniper

ACE - Expert

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25K Messages

What do you mean change programming without communicating it to customers? I have seen announcements about when channels are no longer carried, channels are shutdown by their parent owners, and also when there were a few channels that realigned within the last year after Viacom tried to strongarm again.

Most recently Fusion and El Rey were no longer carried at the beginning of the year as the rights to do so expired. www.att.com/tvchannelupdates

-------------------------------------------------------------------------------
(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

9 months ago

I was recent less at Sam's club off jonesbor road in morrow ga, on a Monday 4/13/2020 A young man representative from At&t. he said that he could get my cable and wifi bill down to 50.00.

while talking to him i asked how much are the cell phone, he said they are free if you get the bundle. I said are you sure. The man said yes. he then said sprite also has a deal. buy one phone and get the second on free. at this time i was there for 3 hours. He could not pote my phone number so I had to go to an At&A store. when I got home I got an alert that someone did a hard pull on my credit. it showed At&T. Next day Tuesday I want back and we could not pote the second phone. while waiting I asked the supervisor why did they pull my credit without asking me. she said for the phones. I said sorry. they could not add the second phone because the computer keep locking up. I got the at 4 and left at 7pm. Wednesday I got there at 4 pm. they finished the second phone then asked for me to pay the taxes on the phone which was 92.00 each. plus 29.00 for internet and cable.

I was so upset about them taken 129.00 out of my account then putting it back without telling me. I got home checked the paperwork and it said that I financed the two phones.

I called them and asked what kind of stuff you can trying to pull, I thought you said the phones are free the you went behind my back and had me finance them. The guy said he was sorry and they are good phones. I told him the only reason I would gave up my iphone 6s is to get another one for free. I said I can't believe you did this to me. I informed him after work Thursday I will be up there to get my money back. today is Sunday and they only put one payment back on my card. so after work today I have to go back up there. Because of them I have to call all three credit bureau to dispute the hard pull on my credit. these two people was nothing but rip off artist, He called me on Thursday trying to get me to change my mind. I said my phone bill was 90.00 a month for two phone. After I finished dealing with you my bill went up to $363.00. I can't believe AT&T hired them. I could not sleep for four days. I work in luxury apartments and Condos. I'm going to tell all of them about my four day night mare.

Juniper

ACE - Expert

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25K Messages

The sales agent in Sams Club was NOT a DirecTV (or even AT&T) employee. Those are 3rd party sales agents that send orders for new accounts to other companies. The ones in Sams Club historically work for the company Smart Circle. They at best are not very knowledgeable about the service, but too often will just say anything to make a sale.

Those 3rd party sales are not allowed to manage existing accounts. And DirecTV has no stores of their own (AT&T stores are not the DirecTV side, so sell new service like 3rd party retailers). So for official support you call.

So it is my guidance to always avoid 3rd party retailers. You want AT&T service then you go into an official store. To manage an existing account you call customer support. For DirecTV to order new service or manage an existing one, call customer support as they have no in-person agents.

-------------------------------------------------------------------------------
(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.

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