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Teacher

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3 Messages

Tue, May 14, 2019 6:08 PM

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

9 months 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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18.6K Messages

9 months 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

9 months 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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17.8K Messages

9 months 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).

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

Contributor

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1 Message

7 months 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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17.8K Messages

7 months 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.

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

Contributor

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2 Messages

3 months 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

3 months ago

Would never recommend AT&T/directv to anyone

Teacher

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13 Messages

3 months 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

2 months 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

2 months 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

1 month 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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17.8K 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.

-------------------------------------------------------------------------------
(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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1 Message

3 weeks 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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17.8K 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 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.