Please be forewarned: Lost my east and west coast feed channels due to customers support lack of knowledge.

I have been a DirecTV customer since 2003 and since AT&T purchased DirecTV the customer service continues to get worse. Since 2003 I have always received west and east coast channels for ABC, NBC, CBS, FOX and CW) and really loved that unique feature. I was grandfathered into this package. In Dec 2019 I called AT&T customer support to reduce my bill down. They said that the package I had was no longer available and was a grandfathered package but told me that they could switch me to a cheaper package and if I did not like the package, I had 30 days to call and request to return to the previous package. I asked them, “Are you sure that all my channels would be returned?” They promised me with a “yes” but had to call within the 30 day period. I decided that I could not lose so I tried out the new package and before the 30 days was expired, I called them to return to my previous package because I lost my east and west coast channels. So, when they switched me back to my original package, I was still missing the east and west coast channels. Now the fun began………

After several attempts of being transferred to additional support levels and them transferring me to a number that didn’t exist and the call drops. Now this has occurred a multitude of times and don’t understand why they transfer you to a number that does not exist! This is very frustrating and after going through their annoying IVR telephone menu. I had to call back again and go through the entire process to try and talk to a human. After another 2 hours on the phone with support and even 2nd level support they concluded they could not add those channels again and they didn’t know why. I told them that I was promised I would get all my channels back if I called before the 30 day period but all they could do is open up a ticket once again, and said that someone would get back to me in 7-10 business days. I called back a few weeks later and reached a support person that seemed to have swallowed their microphone and could not understand them. I just can’t figure out how AT&T a communications and telephony company provide their staff with Flintstones like equipment. After suffering in trying to understand the tech person and him indicating my ticket was closed, he said that he would transfer me to someone else and guess what? Like clockwork was transferred to a number that didn’t exist. OMG! I wasted over an hour with this support person! How aggravating!

A month later received a letter in the mail stating that all the waivers to receive east and west coast channels was denied. I couldn’t believe it! If they told me initially you would get all but east and west coast channels back, I would have never attempted to switch packages. Why am I being punished for their lack of knowledge. And the software that controls the package selection should have a warning, stating you are about to switch to a package and will lose your east and west code feed channels and cannot be restored, do you want to continue? Y/N? So simple to add this function to any software package. I mean, three of four lines of code. And then they had the nerve to send me a text message asking on my customer service experience. So I decided to test them to see if they really do anything with feedback from customers. In the open feedback field, I basically said, I am very disappointed, explained the reason why and attached my mobile number and email for them to call or text me to discuss this further. That was 1 month ago and never received a call from them. I can only conclude the feedback they request is really not acted on. This company is going downhill and since AT&T bought DirecTV it has only gotten worse. In conclusion:

1) I am frustrated in the company’s organization when they repeatedly transfer you to a number that doesn’t exist.

2) Have to deal with their IVR Telephone menu system.

3) Support people that do not have good equipment and do not have the correct training to help you out. First level support is and completely useless in my opinion. I am dubious of them solving any issues every time I call.

4) Do not compensate you for their mistakes. I have all three services, AT&T wireless, AT&T internet and DirecTV why don’t they pay special attention to loyal customers?

5) React to negative feedback.

Just as an aside I had struggled with their support people in the past with AT&T internet and their billing department. They were over charging me each month. It took them 6 months to solve the problem and me on the phone with them for a total of 5 hours.

So maybe someone can tell me how I can get the east and west coast feeds back again.

Thank you for listening.