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New Member

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1 Message

Thu, Apr 22, 2021 4:15 AM

Plan U300-No Longer Receiving HD Channels.

We have the U300 plan. Today our HD channels dropped from the service. All HD channels state we are not subscribed to the channel. Does anybody know why?

Responses

ACE - Expert

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20.3K Messages

5 m ago

U300 requires an additional $10 month fee for HD as only U450 includes HD channels.

If you are being billed for HD service (look at your bill), call CS and demand that HD be re-instated.

JefferMC

ACE - Expert

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24K Messages

5 m ago

There are actually two DIFFERENT U-300's depending on when you signed up for U-verse TV.  I don't know the exact date, but if you subscribed after that date, U-300 includes HD (and costs $10 more).  If you subscribed before that date, U-300 does not include HD and you can add it for $10/month.

It is impossible to tell which you should have based on your bill description or anything else.

(edited)

ACE - Expert

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20.3K Messages

5 m ago

Which, as my Momma would say, is clear as mud!

JefferMC

ACE - Expert

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24K Messages

5 m ago

Agree.  I discovered this when the U-verse channel list started saying that U-300 had HD included and I figured that into my decision to downgrade from U-450 to U-300.  When  my HD went away, I whined.  As usual, I was told that the marketing things like that apply to new customers (but there was no disclaimer whatsoever).   I was an old U-300 customer.  Becky and I talked about this at length. :)

ACE - Expert

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20.3K Messages

5 m ago

As consumers, we should be deligent to assure that a.) we're getting what we pay for and b.) we're getting the product that fits our budget and our lifestyle.

ATTHelp

Community Support

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168.2K Messages

5 m ago

Let's get those HD channels back, @That1!

 

As @skeeterintexas and @JefferMC explained, you should take a look at your bill and see if you're being charged for the HD channels.

 

If you aren't being billed for them and would like the channels back, please reach back out and we can get those added to your account!

 

Raiden, AT&T Community Specialist 

New Member

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4 Messages

5 m ago

Same thing happened to me on 4/19/21 - access to all HD channels that I was receiving as part of my U100 package magically disappeared without any notice beforehand, or explanation as to why via either the current hardcopy bill or online account, other than a cryptic message on the latter about a change in service labeled as "internet".  Online account also showed a credit of $7.95, but again no explanation as to what that is for. Phone call to AT&T represent also failed to provide any concrete, or at least convincing, answers. The rep thought the loss of HD might be due to the expiration of a 24-month promotional code, but I have neither a record nor recollection of any such promotion since acquiring a TV with HD capability 5-yrs ago. I'll concede that perhaps HD was provided as part of a (apparently really long) promotional plan and I'd just forgotten about it. Nevertheless it's baffling that as a company that should be adept at communication, AT&T didn't provide a heads up about the change in service or the opportunity to upgrade in order to retain HD.

(edited)

my thoughts

Employee

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18.1K Messages

5 m ago

@LorenM If you have changed any part of a grandfathered plan, then that plan is no longer in effect, your service would be currently offering.

Example is if initial HD was offered as part of a bundle and you changed or removed an item from the bundle... say internet 3 several years ago, upgraded to higher speed maybe 25 then your old promo bundle is no more... HD would be billable $10 per month unless upgraded tv package to U450 (most expensive) which includes HD along with all movies, sports, HBO and Cinemax channels.

New Member

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4 Messages

5 m ago

Thank you for your feedback @my thoughts, but I have not changed, at least knowingly, any part of my plan unless returning one receiver about 5-yrs ago that was paired with a TV no longer needed somehow counts as a plan change. Again, given that most people like me have more important things to keep track of, the onus should be on AT&T to provide information on any change in service, expiration of plans or part thereof, etc., and give the customer an opportunity to act accordingly to retain said service, or not.

ACE - Professor

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5.1K Messages

5 m ago

When AT&T promises me $X off for a certain amount of time (or a free upgrade), I put a reminder in my phone's calendar to call back. I end up seeing the reminder a few days before. I call back and my bill remains reasonable.

Outside of system-wide previews where all customers get a channel, I have yet to hear of any TV provider reminding customers to cancel before their prices go up.

Regarding U-100, it hasn't been offered in several years. At one point, Fox News Channel was bumped up to U-200. Customers who had U-100 were allowed to keep it for as long as they wished. If they upgraded, they were not allowed to go back to U-100.

Your corresponding HD channels should still be accessible, providing you pay the HD fee of (I think) $10/mo.

I guess I'm not exactly sure what the issue is.

(edited)

New Member

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4 Messages

5 m ago

Thank you for your response, but to reiterate what I've already said, the issue is AT&T's lack of communication about abruptly discontinuing a service I've had since acquiring an HD TV 5-years ago, and their inability to offer up an explanation for its discontinuation. Yes, I understand that prices go up (from $109 in Nov 2008 when started subscription to the U-Verse U100 package to $174 now - not counting miscellaneous fees and taxes) and I do not expect to be necessarily informed about routine increases beforehand. I have not made any changes to the original package, even declining a free 12-month upgrade in internet speed from 3 to 6 Mbps 5-years ago as an attempt to atone for their screw-up of claiming that a payment was late, even though the cancelled check clearly showed otherwise. I was told by an AT&T rep that restoring my HD channels would cost $35/month, so the $10/month HD technology fee must be in addition to that. Whatever the reason for losing HD channels, I don't understand why at the bare minimum AT&T could not have indicated either on my last paper bill or via online account that "hey customer, your HD service is going to end on X date, but you can retain it by upgrading for such and such cost". Why would that have been so difficult? Seems like this would be in their best interest by at least attempting to minimize irritating a long-term customer, and possibly enhancing their bottom line by selling an enhanced service.

ACE - Professor

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5.1K Messages

5 m ago

Services generally don't just "end." As I've said, the only time I've known them to automatically end are when there's a system-wide free preview.

As far as what's going on with your bill, this is not official support. Other customers (such as myself) can only make their best guesses as to an individual situation.

Is it at all possible someone else canceled a service for you? They'd have to know your billing info, etc.

My original U-Verse bill was for U-200 plus HD plus one additional receiver and 6Mbps internet. It was absolutely nowhere near $130. Your bill today is close to $170 and you're only getting U-100? Something doesn't add up. I'd call and see what's going on.

Unfortunately, as this is unofficial help (and most of the help here is regular customers), nobody can really help you as good as the official support can.

Juniper

ACE - Expert

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28.6K Messages

5 m ago

$174 for U-Verse TV and nothing else is a bit suspect. Perhaps a screen shot of the bill's line items that add up to that amount could help clear up the confusion.

New Member

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4 Messages

5 m ago

My bad re. the costs I mentioned as they included internet and one landline as part of the bundled service. Just TV (U100), not counting receivers, or other fees and taxes, increased from $44 in Nov 2008 to $87 currently - a substantial change nevertheless.

Thank you all for the unofficial help.

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