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AT&T says MDU ... but it's a nonsense.......

Contributor

AT&T says MDU ... but it's a nonsense.......

 

For the last 2 months, going to 3 months I am trying to get a DirecTv installation. I was at Costco when I tried to sign up for the service and it was when  MDU Restriction appeared.  I called the supposed dealer for the property I live and they said and say they do not manage our property. 

After too many calls with AT&T and I get nowhere,  AT&T insists I must contact an specific dealer and they are not able to set up an account or appointment for installation. I have wasted more than ten hours over the phone and chat and this week,  I got rep from Minnesota center to tell me that after speaking with AT&T resolution dept. that the main reason I could not sign up for DirecTv is because there is an active DirectTv account for the apt I live. The previous tenant never cancelled the account. Really ? So, in order to fix it, the previous tenant/ DriecTV account owner or the property must call to say I am the tenant.  They give me a number for my property manager to call and ask to speak with agent services for DirecTV to clear the issue and suggested me to have a three-way-call. Little did I know that the Agent Services is AT&T MDU Support number.  

I called the 800 number before trying to have the three-way-call and the rep. to not want to speak with me. He says that the number is not for costumers, but  for dealers or properties manager. I ask my manager to please call . He does call and comes back to me telling another "nonsense", that I need to speak to a local dealer because I was contacting the MDU department, which acts as a provider for the entire building, they provide one dish for the entire building, which they do not have a partnership with AT&T.  

What no one seems to understand, AT&T and my building management is that it all started by me going to a dealer. Or maybe I do understand anything at this point anymore.

No one can help and say where is the issue and how to fix it.  There are several dishes around my apartment and I am the only one that cannot set an installation . I also cannot believe that there is a DirecTV account active for my apartment and I happen to live in it for over 3 years. Wouldn't they cancel that account and if not, why wouldn't I be able to get service if my name is not the same as the supposed previous tenant.

Does anyone has any idea how can I get this mess fixed ?  AT&T is basically useless when it comes to their customer services, the bounce me around to  a minimum of 5 reps and dept. and nothing gets solved.

I would appreciate any input.

 

Thanks

Ruben

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Message 1 of 6
ACE - Expert

Re: AT&T says MDU ... but it's a nonsense.......

What did your apartment manager/landlord say about this?

Is your building contracted with an MDU-provider?  If yes, then DirecTV won't touch this.  If no, then your manager/landlord must fix this by working with DirecTV's MDU department to reclassify their building. 

____________________________________
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.
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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 2 of 6
ACE - Expert

Re: AT&T says MDU ... but it's a nonsense.......

You were both told it is MDU and that prior tenant didn't cancel? Something is strange there.

 

First of all, DON'T go through Costco for service. The sales agent in Costco doesn't work for DirecTV, but a 3rd party reseller Smart Circle. Too often they will provide incorrect info to get the sale.

 

Call DirecTV itself and apply for service. If they say MDU, then verify who the system operator is. If like before the system operator confirms they do not have anything to do with your building then contact your apartment manger/landlord who should provide you with the correct contact info for the system operator. However if they confirm there is no system operator, so each apartment works on their individual receiving dish instead of one for the whole building then someone didn't update DirecTV on the status (such as if apartment ownership changed).

-------------------------------------------------------------------------------
(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 3 of 6
Contributor

Re: AT&T says MDU ... but it's a nonsense.......

Thanks for the input!

Actually I did call DirecTV Sales Dept. and they're also the ones telling me they cannot put an order and I must contact my building MDU: Consolidated Smart Systems. I've called more than 3 times and different people say they do work with our property. The last time I insisted with DirectTV, the rep. from Minnesota center, she called them and confirmed it as well. That's when she confirmed with their resolution dept. about previous account and  told me to do the 3-way call. Another call not going anywhere.

My building does not have any MDU-vendor and as long as I do not bolt the dish to a wall I can get DirecTv from any dealer. My manager even googled some dealer in the area for me to go through because MDU Dept. told him, they do not have any contract with the property.

I did forget to mention that once after staying forever on the phone, I did get DirecTV to come by..... "technically come by". I insisted that there wasn't MDU, that my manger and I would sign over anything needed.  So, I got email confirmation + mailed summary/confirmation with the DirecTV package ordered. By that Saturday the rep called saying he was close by and wanted to confirm the address and said: you are on "6200 C.... Ave ?"  I said, NO 6250!  That's when he said:" I need to speak with my manager and call you back". So, he put the appointment on hold and I had to call AT&T to fix the address for him to come back. That Saturday I've spent from 8:52am to 11am on the phone arguing. After too many reps. they supposed fixed my address, that oddly enough AT&T Uverse internet, paid my cell phone in that address and even I got AT&T letter with my order to my correct address...... but someone saw again the MDU restriction and said I manager would call me back in 30min. The 30min call never happened and by 2pm I called again and they said I never called, there was no records. I did call form my AT&T cell account and they could pull the record if they wanted.... Needless to say  I got nowhere again.... later that day , as my stubborn nature, I spent from 3:55 to 5:45pm on DirecTV chat and the last "supervisor on duty" assured me someone would come back next Saturday. I guess another one that got mad for a long chat and my insistence, so he closed the chat before than me and I never got the chat transcript by e-mail, but I copy/paste/print the useless conversation. Of course I never got a e-mail confirmation and no one came the next Saturday.  When I called back this last Tuesday, that previous order/account number had been cancelled and I could not reschedule and a new order should be put in place..... It started all over again.... MDU restriction.....

As you can see, I cannot figure out and neither AT&T DirecTV who is the one responsible to fix the mess. 

Why do I insist with DirecTV ? It's because I do not like cable TV, Spectrum in my area and I want NFL package as well. I have DirecTV Now and it freezes too many times and I have AT&T Internet package fro residential, the higher speed there is available ..... There's only DirecTV and Spectrum cable in my area. No Verizon FIOS, No AT&T fiber or AT&T Uverse TV....  or anything else.

 

Ruben

Message 4 of 6
ACE - Expert

Re: AT&T says MDU ... but it's a nonsense.......

@Constructive can you suggest anything here? This is a very odd situation that is just going in circles with a property that has wrong MDU status.

-------------------------------------------------------------------------------
(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 5 of 6
Contributor

Re: AT&T says MDU ... but it's a nonsense.......

Thanks Juniper for asking for someone to jump in with a suggestion.

I wish someone from AT&T could jump in and say "this is the correct action". I guess it won't happen.

If have time to waste today I will call again DirecTV.  Too bad I can't be one of those people that resorts to TV stations, news spot to explain the problem and show the  inefficiency of AT&T DirecTV. I'm sure I would get to the bottom of it.

 

Ruben

Message 6 of 6
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