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Tutor

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1 Message

Thu, Jul 25, 2019 2:17 PM

How to cancel DIRECTVNow

I've been hours at the DIRECTVNow site, have gone through the Cancel subscription multiple times then at the final Cancel I keep getting an error message:  31701 : Something went wrong on our end and we are working to fix it. Please try again later.

This has been going on for weeks.  Please HELP me cancel!

Responses

Accepted Solution

Official Solution

bcbsncjlj

ACE - Expert

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19.7K Messages

a year ago

Actually, just login to your account and go to "Manage Subscriptions". You can cancel from there. Cancel is at the bottom of the screen.

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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.

Tutor

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8 Messages

a year ago

Suggest logging into your AT&T account, then when the chat option shows up say "cancel service". 

lydian

Professor

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2.9K Messages

a year ago

But the OP says that isn't working for him. Chat is the only other solution.

Tutor

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2 Messages

a year ago

WARNING!  This self-service procedure may cancel everything except BILLING!!!!

 

We got the application "successfully cancelled subscription". We got the email acknowledgement of cancellation saying that service would continue until the end of the current billing cycle on 14 July 2019.

 

Streaming services did end. The user account closed to password access pending reactivation.  But then we got BILLED AGAIN.

Apparently we also successfully cancelled all promotional and bundling discounts as well - since the bill jumped 50%.

 

With the account closed we cannot navigate AT&T DIrecTV telephone menus to customer service as our phone does NOT match an active account.

 

AT&T DirecTV sales said "NO there is no one else who can help you if application self-service fails (tone of disbelief)".

Their recommendation was to visit an AT&T store where employees could console us and then happily reactivate our service at the new rate...because "paying your bills on time will save your credit score."

Tutor

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2 Messages

a year ago

I suggest AT&T billing department scan their database for errors...

specifically accounts with no service which received new billing...and which did not have have termination due to outstanding balances  

That is no reactivation ...yet now have new monthly service billing.

bcbsncjlj

ACE - Expert

 • 

19.7K Messages

a year ago

Well they want see anything here in this community forum of subscribers only.. They do not monitor these forums.

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.
lydian

Professor

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2.9K Messages

a year ago

@Observation2019 DirecTV NOW has no phone support whatsoever. So that would be a dead end regardless. As we've been saying, online Chat is your only hope of resolving your issue.

 

Thanks for the warning about the self-service issues. I've actually cancelled several times without issue a few years ago. Good to know this may no longer work.

Tutor

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8 Messages

a year ago

I use chat because you can have it email the transcript to your email account. That allows records of what was committed to. Asking for "cancel service" takes you to the retention department. They are more capable of fixing issues and can restore pricing and service. 

Contributor

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3 Messages

a year ago

I'm also getting the same error message too and its been happening for the past 2 days as well. So what do I do? Do I try to login to At&t account and use the chat to cancel subscription or is there another solution. I know I will get nowhere trying to find a phone number or email to contact someone for DirectTV Now as its a self service app. I need to cancel as I no longer and havent used this app for over a year now. Is the chat the best way to cancel my subscription???

bcbsncjlj

ACE - Expert

 • 

19.7K Messages

a year ago

Just login to your account and go to "Manage Subscriptions". You can cancel from there. Cancel is on the bottom of the page.

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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3 Messages

a year ago

I have done the same thing and went into Manage Subscriptions and went to cancel and over and over again I keep getting the same Error message. This has happened several times and keeps happening to me. I dont understand how I'm suppose to cancel my subscription if I keep getting the same error message... Its the exact same message each time saying "31701 : Something went wrong on our end and we are working to fix it. Please try again later."

So what am I suppose to do now. Do I go to the at&t website and when the option comes up go to a live chat and ask to cancel services for my DirectTV Now subscription???

By the way I have been getting this error message each time I try to go and cancel and this has been happening for about a week or so now.

bcbsncjlj

ACE - Expert

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19.7K Messages

a year ago

Then you will need to contact support using the chat. No one here has access to customer account information. Go to https://www.att.com/support/contact-us/directv-now to discuss with a support rep.

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.
lydian

Professor

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2.9K Messages

a year ago

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