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Complaint

First, my interaction with Jose was horrible. His customer service etiquette sucked. He had me on the phone for 11 minutes, and was basically quiet during his call. He then proceeds to tell me I had a balance and could not transfer my service. Mind you this balance was created by my mom. AT&T did not notify me. They applied to my credit report. And the bill was satisfied. He still wouldn't help me. I ask for a manager. He place me on hold for another 12-15 minutes. He picks up, tells me he need to transfer because I'm in the wrong dept. He wouldn't give me his supervisor name and would not assist me. I end up calling back. Received this nice lady..however, AT&T tried to collect the write off amount on my settlement thru ERC (credit bureau). So I pay my bill which was a settlement THRU the credit bureau, and AT&T tries to collect the write off, although, I have a letter from ERC that show my account is satisfied. Now how crooked is that. They should not be allowed to do that. AT&T know that is flawed. They do their paying customers so wrong. The worst thing that could ever happen is to merge Direct TV and ATT. I told them to disconnect me. Because I refuse to allow them to play that shady business with me. And what make this worse, the nice lady knew I was right. I told her you cannot collect on the write off once I paid a settlement with the credit bureau. If that was the case then they never should have turned the account over to ERC. Their practice is so unacceptable. So, with all this being said, I will go somewhere else. There are too many options available now, to treat their loyal, payment customers the way they do. 

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Message 1 of 51
ACE - Expert

Re: Complaint

This is a customer to customer forum, not Directv support. You would need to call Directv 1-800-531-5000 (or 1-800-288-2020 if this is in regards to AT&T services instead) to submit a complaint on an agent you had previously spoken with.

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Message 2 of 51
Administrator
Solution
Accepted by Administrator (Administrator)
Accepted by davidbk
‎07-09-2018 8:49 AM

Re: Complaint

Good morning @Kfaiman40 ,



We never want our customers to feel like we are dishonest, and if any mistakes were made, we want to make it right. We do have a few options for customers to address a dispute or concern. We're alway here and willing to help.




Dee, AT&T Community Specialist


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Ask a question to get help from the AT&T Community or support from AT&T specialists. If this reply helped you please use Accept solution to mark it as an Accepted Solution.
*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.
Message 3 of 51
Contributor

Re: Complaint

I need to know how to contact Directv to have replacement equipment shipped to me.  I have two receivers that no longer work b/c they are SD and Directv no longer supports.  Or at least that is what the notice read that was sent a few month ago.  I have attempted telephone request but customer service said they only sell insurance - they do not take requests for replacement equipment.  I have been unable to contact anyone who can assist me with any product other than selling me insurance since AT&T official takeover of Directv.  If this is what I should expect from AT&T then I need to cancel my account. I have been a customer for more than 20 years and now because of the merger I receive no help with my request to replace non-functioning equipment.  How do I file an official complaint?

Message 4 of 51
ACE - Expert

Re: Complaint

I don't think that DirecTV has started an official SD Replacement program yet.  But call 1 800 531 5000 to ask. Your SD equipment is fine until April next year. 

 

 

 

____________________________________
ACEs are customers too, NOT employees. Answers are based on experience. I strive to give honest answers, even if not always appreciated. If you posted personal information, please edit and remove.

For official support call DirecTV 1-800-531-5000 or AT&T 1-800-288-2020.
Award for Community Excellence 2019 Achiever*
*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 51
ACE - Expert

Re: Complaint

Directv has started a program to swap MPEG-2 (SD only) boxes for MPEG-4 (HD capable) boxes. Supposedly you still have SD service, just having HD surpressed unless you choose to have HD turned on (if you don't have HD already that is).

 

The MPEG-2 feeds do not start shutting off until April 2019. If you have any SD boxes they can be warranty replaced for as long as there is some in stock. D12 and R22 are the last SD and SDDVR receivers made. Keep in mind the R22 is MPEG-4 as some markets made the change years ago, so they will still work after the transition.

 

So your boxes are not working just because they are SD as the SD broadcasts and MPEG-2 feeds are still there. What are the exact problems you are having with the boxes and what are the model numbers?

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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.
Award for Community Excellence 2019 Achiever*
*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 6 of 51
Tutor

Re: Complaint

I had the same issue with AT&T. The little black box hums pretty loud at night so I usually shut it completely down. I asked if they could do something it and they wanted me to get insurance and all kinds of other stuff. This is their equipment, I shouldn't have to do anything. I have had it with AT&T and their TV bundle.My last billing had gone up $20.00. I am tired of arguing all the time.Time to change companies.. Tom

Message 7 of 51
Contributor

Re: Complaint

Well this post will probably be useless. I looked everywhere for an email contact address where we can send questions, problems and solutions but could not find any. So I don't know if anyone from DirectTV reads these forums, cares about these forums or responds to these forums but I'm gonna try.

 

Long time DirectTV user from back in Atlanta and when I first moved to Little Rock. I then started using UVerse for TV and internet until I moved closer to town and it was no longer available. So I chose DISH mainly because of the Hopper recording capacity and menu options. So after a couple of years I got a "Come Back to ATT" letter in the mail. It offered a $300 VISA card and a discounted monthly bill for one year, NFL Package and HBO free for 3 months. It was a good offer. I called the number and confirmed the $300 card and also asked for the upgrade to the Genie 2 so I could get the 2 Terabyte Capacity. Everything was confirmed, the $300 card and the Genie 2 at no extra charge. However, when the installer got to my house he said the Genie 2 is a very large device and only used for multiple TV's with wireless access. So that was my first disappointment losing half of my recording capacity and being told something different by the sales person. Then today I signed up for the VISA card and it was confirmed, but only a $200 VISA Card. That is not what the DirectTV mail offer said and not what was said when I placed the order. So I guess I lose out on those two things. 

 

Now a few comments on the DVR... First, it does have a one Terabyte drive, which is good, but half the capacity of DISH and of the Genie 2.

Second, the menu is nice (The DVR Menu is especially cool and much better then DISH) but with DISH you can change the appearance of the menu to dark or light, you can change font size, the order of appearance and other options. There are no ways to customize the DirectTV menu.

Third and this is frustrating... You only can make 2 customized Favorites lists! Again, with DISH I had a Surf list, A Movie list, A Music list and a Favorite Channel lists. With so many channels that is the only way to manage them. Basically these are computers and no reason why the software can't give us many options.

 

So bottom line there are some things I don't like about the DVR, but some things I do and the price is right, at least for the first 3 months and then the first year. The picture is great, but pretty much as good as most TV services. And I do get the NFL package for a year. I do feel like I was deceived with the $300 card and the upgrade Genie 2 but I am in a 2 year agreement. Wonder if I will here from anyone to address these questions? 

Peace,

LD Glover

Message 8 of 51
ACE - Expert

Re: Complaint

Genie-2 (HS17) can use wired or wireless Clients. Tech saying wireless only was giving you false info.

Genie-2 has 2TB hard drive.

Genie-2 forbids other non-Client boxes from being on the account. So this hard caps the tuners at 7 and Clients cannot work without main box.

 

Genie (HR34, HR44, HR54) can use wired or wireless Clients, as well as HDDVRs and even HD non-DVRs.

Genie has 5 tuners and 1TB hard drive.

HDDVRs have 2 tuners and 500GB hard drive (as of recent models).

 

Genie allowing other boxes does not have a hard cap on tuners. So a Genie and 2 HDDVRs (total 2TB space) has 9 tuners which is already more capability than the Genie-2 can ever reach. Boxes can be used independently if needed, as opposed to Clients which go down if the main box goes down for any reason. Directv boxes support using eSATA external hard drives instead of the internal to increase the space. Regular HDDVRs support up to 2TB, Genie up to 4TB (officially) though some use larger with success. And unlike Dish, Directv does not charge you an activation fee on your personal external hard drive. Also each full box can set 2 custom favorites lists. The new menu, graphical user interface (GUI) applies the HR44, HR54, and HS17.

 

For the above reasons the Genie-2 is a downgrade for many of us by imposing restrictions any other setup does not have.

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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.
Award for Community Excellence 2019 Achiever*
*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 9 of 51
Tutor

Re: Complaint

It is hard to get and keep good customers. Been with dish network for over 20 years and AT&T came into my life and offered a bundle I couldn’t refuse with a 2 year contract. My contract was simple. No recording and only a few special channels, Fox news, ESPN, and three local networks. During the next three years I lost several channels and was paying between 150.00 to 180.00 a month and the straw that broke the camels back ,, the little black box that operates everything started to make so much noise a had to shut it completely down at night. I asked if they could replace it and they suggested I buy insurance to get it repaired. This is their property, it was not my responsibility to fix it..Today I re-signed up with Dish . I am almost 80 and I don’t need to argue every month about the billing. The worst customer service I have ever experienced, ESPECIALLY when you can’t understand a word that is being said.. thomasl
Message 10 of 51
ACE - Expert

Re: Complaint

Once installed only the receiver/client boxes are still Directv's equipment ("leased). Everything else you own (receiving dish, cabling, etc.). Directv's terms of service for over 20 years has been the customer is responsible for any maintenance/repairs (service call $99 as of this year, delivery of replacement box $19.95 delivery, remotes $15) or covered if you have the optional equipment protection plan. Dish works on the same concept that once installed, you pay for maintenance/repair.

 

In your situation the agent tried to upsell the protection plan, but it was your choice to decline it and  get a warranty replacement which was just the cost of delivery ($19.95). Provided it was not an old MPEG-2 SD only box as that is a different situation with next year's update.

 

$150 - $180 is a lot of service. That is around the cost of the Preferred Xtra package, 3 TVs, HD, DVR, Whole Home DVR, HBO, Starz, and the Movies Extra Pack (formally called the HD Extra Pack).

-------------------------------------------------------------------------------
(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.
Award for Community Excellence 2019 Achiever*
*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 11 of 51
Tutor

Re: Complaint

 Same here with Jose I got him yesterday promising me the world ignoring me while I’m on the phone all the same things he’s a real treat he should totally get a raise (Eye roll)  he lies 

Message 12 of 51
Contributor

Re: Complaint

Hello Everyone,

 

I am not using social media platforms to grandstand or rattle my saber about the injustices of the world, but I would really appreciate your experiences and recommendations in dealing with AT&T/Direct TV.

 

I (like many of us) left Frontier after having countless problems with their equipment and customer service. Ironically, I joined AT&T/Direct TV for what I hoped would be an improvement, but this has not been the case.

 

I rode through their 2 year contract, always needing to call and question why my monthly bill would keep going up every 3-4 months. AT&T/Direct TV loves to lure you in with "special promotions" that offer competitive rates for television services, which then conveniently expire after a couple of months and then your monthly bill jumps up $80-$160 dollars a month. You then call them, which after 8-12 transfers to people in other countries, who try their best, but in fairness, they don't speak understandable English and you waste hours of your time trying to get this rectified.

 

I made my fourteenth overall call (believe it or not) to AT&T/Direct TV once again this week get my bill reverse from a whopping $285.00 per month back down to the typical $111.00 that I had always paid. This again took 9 transfers, over two hours on the phone, and I finally got a "Loyalty" representative in the United States. I asked them to lower the bill once again and then asked why was it necessary to continually waste time and be jerked around like this every few months. Of course, their "specials" expire and they are hoping you either don't catch it or you become so exasperated that you figure it's less hassle to make these calls and just pay the exorbitant increases. Like you, I work on the computer or try to do household chores while passing the time until I get someone that can actually help me.

 

Needless to say, AT&T/Direct TV inadvertently cancelled my subscription, so when my service turned off, I went through 7 transfers to get someone in the US I could understand, who told me that no only could they not reactivate my account, but I had to wait 6 months to rejoin, since the property address associated with the account had this ridiculous limitation. I asked what would happen if I moved and the new tenants, occupying my home at the same address, wanted an AT&T/Direct TV account? Would they be required to wait 6 months for television service??????? The answer, absurdly, was "Yes."

 

Therefore, I would really appreciate anyone's input on what other viable options exist for television coverage, as FRONTIER and AT&T/Direct TV are terrible, TIME WARNER/SPECTRUM also had representatives in other countries that I couldn't understand when I called about new service (which would only mean this saga starts all over again), and DISH wasn't any different either.

I know I can watch movies and TV series through Netflix, Hulu, Amazon, etc via the Internet, but what about regular TV channels and simply getting a service that doesn't drive us crazy???

 

Thank you for reading this entreaty, as I know based on similar prior posts that we are all commiserating with one another about this terrible customer service regarding television service providers, so I figured I might find some hope here.

Message 13 of 51
Tutor

Re: Complaint

Hi, This is Tom in Northern Ca. I can't tell you anything encouraging how ever I can tell you I barely survived the 2 yr contract and was subject to the same thing. I even gave them one extra year and and my bill continued to rise and I kept losing channels. I solved the problem.  I HAD DISH INSTALLED TODAY... TOM
Message 14 of 51
ACE - Expert

Re: Complaint

@MARKSTORRANCECA

 

Most companies attract business with new customer specials. They shouldn't change every few months though. Normal intro offer with DirecTV is a discounted price for the 1st 12 months, the first 3 months include some free premium packs, and usually the NFL Sunday Ticket free for the 1st season. At the end of their specials yes the credit comes off the bill as it is never intended a permanent price because they pay a lot to maintain their infrastructure (as opposed to Netflix, Hulu, etc. which rely on the internet's infrastructure instead) and to the networks they have permission to carry. With all the specials I have had over the years, I find it very transparent that DirecTV lists the length, amount, and where you are at in your special (i.e. $20 off for 12, 1 of 12). So as long as you don't ignore your bills, then when time for the special to end should be very obvious.

 

DirecTV bill (not counting any phone or internet you might have bundled) going over $200 would be impressive. I would expect a average mid-range up to $120 or so (before tax) perhaps, but depends on the exact setup.

 

Customer service isn't quite like it used to be I agree. It seems there is more outsourcing since they were acquired by AT&T, and the agents specifically from the AT&T side are still struggling over the differences between AT&T's original services and how DirecTV works which results in us customers getting misinformation too often.

 

It is disheartening to see DirecTV compared to Frontier which has its own poor history. I still find DirecTV a quality service, but from more and more experiences I see with attempting to navigate the new organization of customer care makes me very cautious for any changes I may decide upon or new info I am given.

 

I cannot give specific suggestions on alternate options for you. It will come down to what channels you watch and what other providers are in the area. Streaming is based on your internet supporting it and everything else your household uses. And if you internet goes down, there goes your TV which is a situation satellite doesn't experience as it is a dedicated service. Though if connected to home internet you get additional options of course. Some balance by having a lower DirecTV package and complimenting it with their chosen streaming services. As a note there is also DIRECTVNOW which is a streaming service that was launched almost 2 years ago. Still fairly new compared to other streaming services, so it still has some growing to do, but certainly an option to check out. As a note though it is owned by AT&T, DIRECTVNOW is a separate service than DirecTV (satellite) so they have no interaction with each other.

 

As for turning your service off and saying it cannot be reactivated for 6 months, and new residents couldn't get DirecTV for that same time, doesn't sound right. I would call DirecTV 1-800-531-5000, tell the voice system "cancel" so you get to an experienced agent who should be able to figure what is going on with your account. If they cannot figure it out, you can request a supervisor to further assist you.

 

Regardless if you stay with DirecTV or not, I hope you at least get the current situation figured out and have much better times going forward.

-------------------------------------------------------------------------------
(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.
Award for Community Excellence 2019 Achiever*
*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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