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Can I communicate with a manager from Direct TV and AT&T Uverse?

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Can I communicate with a manager from Direct TV and AT&T Uverse?

We're AT&T cell phone users and have been happy with our phones. We talked with a representative from AT&T Uverse in a Walmart store. We thought we could bundle our cell phones with our cable internet bill. Through some phone calls, we found Direct TV had to have an outside source to come in this restricted area where we live. So we were told that once Direct TV was able to hook up at our address, then we would be able to bundle everything into one bill. Well, after everything was done, we found out that was not the case. So we were able to bundle our cell phones with the internet and Direct TV would be a 2nd bill.

 

We were also told our internet bill would be $19.95 a month and we soon found out it was $40.00 a month! We were billed two months at a time paying $80.00 a month on top of the cell phone bills! Direct TV was suppose to be $77.00 instead it was much higher as well. After some phone calls, we were told the bill would be smaller now with the installment fees being paid. When the next bill came, it was even bigger than the last bill!! So we had enough! 

 

We went back to our previous cable company, it's all hooked up. I contacted Direct TV to let them know that we're ending service with them. I was told that I would have to pay $400.00 for breaking the contract and it would be taken out in full payment! I told this rep, "no way!" this is NOT going to happen! I feel like I'm being blackmailed now in order to avoid $400.00 being taken out, I'm paying $55.00 a month for the next two years for a service I don't even have! 

 

Would I recommend this business to anyone???? NO WAY!! I would tell them to RUN, RUN, RUN, RUN!! DON'T LOOK BACK!! I will never do business with Direct TV or Uverse ever again! I would like to talk to a manager from both Direct TV and Uverse about this mess! Email me please! 

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Message 1 of 18
Administrator

Re: Can I communicate with a manager from Direct TV and AT&T Uverse?

Hello @feduptired,

 

We’ll need more details regarding your account and just sent you a private message via the community forums. Click here to reply back.

 

-ATTDIRECTVCare


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Message 2 of 18
Tutor

Re: Can I communicate with a manager from Direct TV and AT&T Uverse?

I need to reach out to a manager because I canceled my service with DIRECTV as of today. I just know longer use it and I was told last month a call on the 19th to cancel it. I called today and I was told I was going to be billed for a whole month even though it’s canceled. My billing cycle started today and they told me to call next month on the 19th so it doesn’t make any sense. I need someone to reach out to me because I have been a paying customer no issues for three years and I am not going to pay for a month of service that I’m not using.If I do decide to ever reconnect and this happens I will definitely not turn back to DIRECTV even though I have had such a good experience. I was told last month to do it this way and I did and now they’re telling me different.

Message 3 of 18
Tutor

Re: Can I communicate with a manager from Direct TV and AT&T Uverse?

 And the beginning of my message it was just supposed to say “ I no longer use it” not know

 

Message 4 of 18
ACE - Expert

Re: Can I communicate with a manager from Direct TV and AT&T Uverse?

Terms of service changed. Notice sent a couple months ago with effect date of 1/14/2019. Essentially any removal or cancel of services goes through at end of billing month. They are doing away with prorated billing, assumedly because too many people can not (or will not) understand their bill which results in more people calling in.

 

Since you missed the email:

 

"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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*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.
Message 5 of 18
Tutor

Re: Can I communicate with a manager from Direct TV and AT

I never received the notification. As a matter fact one representative told me to call back in the 19th because that’s when my billing cycle began, so it just began today. The representative 𝐓𝐨𝐝𝐚𝐲 told me I’d be charged the whole month and it would disconnect on the 19th of Feb....well what’s the difference of the 19th today...no explanation from his end..... no difference today...19th of Feb.....today...19th of Feb. So I need to send a manager my info and get this solved. I do not expect to be charged a whole month when my cycle begins today if I am then the first rep. gave me false info and the last rep. basically told me the same for next month. Then on top of that I can prove I have no notification. This truly upsets me because I did what I was told. I could’ve disconnected the first time but didn’t because I was already into billing and I wasn’t wanting to pay pro-rate I wanted to just end on the date they told me. So technically I did call ahead, check your recordings, but I was told this was okay. I have all the proof I need and I have always been a great customer.

I need my info to be given to someone that can help with this. I’m not waiting on the phone forever. I’m pretty upset that I’m being given wrong info.
Message 6 of 18
ACE - Expert

Re: Can I communicate with a manager from Direct TV and AT

The difference is as of 1/14/2019 any removal or cancel of service requested will go through at the end of the bill cycle. It will not go through on the day you call in, even if it is the first day of the bill cycle. So if you called on Jan 19th, and that is day 1 of the cycle then yes you will have it thru Feb 18th the end of the cycle. These are the new terms of service that apply to all of us.

 

If you called and set a last day of service before 1/14/2019 then it would be prorated. You said you didn't want to prorate as you were already into the billing cycle. But that just means the bill would have been lower then when it produced as it would have credited the days of service in that month that were not going to be active as DirecTV bills at the start of the billing month.

 

Calls are randomly recorded for quality and training purposes, not as a guaranteed record of the account. Since we are customers like you, the option would be to call DirecTV and speak to a supervisor to request that they check to see if a recording might exist for the call in question, and if there is one to review it.

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*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.
Message 7 of 18
Tutor

Re: Can I communicate with a manager from Direct TV and AT

Bottom line is a rep told me to call back in the 19th. I did what they said. So basically they lied. Your trying to say something about I didn’t want to pro rate. My bill still would’ve been high. So there was no point. She specifically told me to call on the 19th. I’ll handle this because she falsely told me something to do.
Message 8 of 18
Tutor

Re: Can I communicate with a manager from Direct TV and AT

Hello how long does it take to receive info on sending my equipment back? It’s almost been a month.
Message 9 of 18
ACE - Expert

Re: Can I communicate with a manager from Direct TV and AT

If boxes are returnable they must be received back by DirecTV within 21 days of the boxes being deactivated (last day of service if you closed the entire account).

 

You take the boxes to a participating FedEx or UPS store (not USPS), and your account number, for your free return. Make sure to keep receipt of them taking possession of the boxes and of course tracking number for reference.

 

But perhaps they don't need the boxes back anymore. What are the model numbers of each box?

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*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.
Message 10 of 18
Tutor

Re: Can I communicate with a manager from Direct TV and AT

I was told I would receive an email or boxes in the mail to return them in. I haven’t received anything.
Message 11 of 18
ACE - Expert

Re: Can I communicate with a manager from Direct TV and AT

AT&T changed DirecTV's return process over a year ago. They only send a return box if you are too far away from a participating shipper, which you would have received within 3-5 shipping days from the disconnect date. When the account is disconnected the email just tells you to send back returnable boxes, but unfortunately does not list which ones are.

 

So what are the models of each box you have? Then we can provide more certainty if they are returnable or not.

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*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.
Message 12 of 18
Tutor

Re: Can I communicate with a manager from Direct TV and AT

D33hj5rb310299
D42cSmiley Surprisedf:a5:7b:e1
G51ra5ph106805
G51ra6lv100713

The last are shorter than the others. I checked to make sure it’s right and it is.

If that policy changed over a year ago than whoever I talk to you gave me the wrong details just as they did when I disconnected. That means that is the second time I was told the wrong thing and either way it goes I never received the email about returning anything they only thing I received a email about was just saying that my account had been disconnected I went back and checked them last night. I was told not to do anything with equipment until either same shipping boxes or an email.
Message 13 of 18
ACE - Expert

Re: Can I communicate with a manager from Direct TV and AT


@Bmonk81 wrote:
D33hj5rb310299
D42cSmiley Surprisedf:a5:7b:e1
G51ra5ph106805
G51ra6lv100713

Sorry, those are not model numbers.

 

Most boxes have the model number listed near the slot of the access card, behind the door on the front panel right side. It will say model. Model will start with D, R, H, HR, or C, unless really old like a 3rd party branded receiver (Hughes, Philips, Samsung, etc.).

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*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.
Message 14 of 18
Tutor

Re: Can I communicate with a manager from Direct TV and AT

C51-700
HR44-500

Sorry the last time I worked and sent you the numbers I was thinking serial number instead of model number. I greatly appreciate your help and if you could let me know more about these model numbers and if they needed to be sent back I will give them a call today to let them know I will get them shipped off as soon as possible I was just told not to do anything with them until I receive the email or box and I have received nothing so I just don’t want to do it wrong and I also don’t want to be charge for them either
Message 15 of 18
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