New Member
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2 Messages
Promised Channels are not In My Package
I got on a chat with a rep from AT&T about bundling TV, internet, and home phone on 12/13/2019. He asked the channels that I wanted and the first one that I mentioned was Fox Sports Oklahoma. The guy's name was Stan. Stan said that he could include all of the channels that I wanted for the same price that I was paying for my streaming service and internet from another company. We got it installed a week later. However, we don't have Fox Sports OK. I've called customer service twice and have talked to five people and they all say that they will have to charge me more for this. This is NOT acceptable.
I told them I have a transcript of the call, but they said that they cannot verify it (then why does AT&T provide transcripts of chats?). They offered me 3 months credit for the sports package, but I was insistent that I get what I was promised. The supervisor eventually hung up on me (this was the evening of 1/7/2020).
Below is the chat in it's entirety:
AT&T Chat Transcript
[email scrubbed] <[email scrubbed]> Fri, Dec 13, 2019 at 11:50 AM
Reference Number: 744041665188504525
DATE/TIME: 2019-12-13 09:00:26
Your chat transcript:
PLEASE DO NOT REPLY TO THIS MESSAGE - All replies are automatically deleted.
AT&T : Welcome to AT&T Chat. How may we help you today?
Me: I'm looking for options to bundle services.
Stan: Hello, my name is Stan. I'm happy to help you with getting you bundle services. Can I get your name?
Me: James Redeker
Stan: NIce meeting you over the chat James.
Stan: May I know what services are you looking for so that I can help you with that?
Me: Internet, TV, mobile phone service, and possibly a telephone line
Stan: Awesome!
Stan: I would be more than happy to help find the perfect bundle for your needs.
Stan: May I have the full address and zip code where you will be establishing service?
Me: xxxx xx xxxth Street, Edmond, OK xxxxx
Stan: Thank you. Give me just a moment to check services available at your address.
Stan: Great news! We do offer service at your address. I'm going to ask you a couple of questions to get
you the best package.
Stan: May I know how many Tvs do you have and your must have channels?
Me: we have 1 TV
Stan: Perfect.
Me: and I would like to have Fox Sports OK
Me: AMC
Me: Food Network
Stan: Cool:)
Stan: I will do my best to put a smile in your face:)
Me: HGTV
Me: ESPN and local channels
Stan: Got it.
Stan: While I am checking the best deals for you please help me with your email address.
Me: [email scrubbed]
Stan: Thank you.
Stan: Please bear with me.
Stan: I appreciate your patience.
Stan: Would you like to get a new home phone number?
Me: we don't have a home phone number now
Stan: Alright.
Stan: Thank you for waiting.
Stan: Sorry for the delay.
Stan: James, based on what we have discussed I can get your Directv Entertainment package +25mbps
unlimited INternet data +unlimited homephone.
Stan: YOu will get your mentioned channels,
Stan: There will be no installation fee at all.
Stan: You will also get $250 visa reward card or you can choose Polk Command Bar, or JBL Link xxx at time
of redemption.
Stan: The cost of the package would be $124.98+taxes for all the services TV+Internet +home phone.
Stan: How does that sound to you?
Me: Is there an option to bundle my mobile phones in with it?
Me: my wife is still on her family's plan, so I need to add her as well
Stan: Do you have existing Wireless services with AT&T?
Me: so two mobile phones
Me: I do
Me: and she is an AT&T customer as well
Stan: perfect, Yes we can combine it with that and you will also get $10 monthly discount on your monthly
bill. Once your services gets installed we can combine all the services together.
Me: ok
Me: what do we need to do to make sure we don't have any gaps in service?
Me: right now my internet is with Cox
Stan: Let me explain you.
Stan: Once your services gets installed then you can cancel the services with COX.
Me: ok
Stan: YOu may get the installation date within 3 days or you can select your installation date as per your
requirement.
Stan: Let me create a cart for you rightnow so that you can place the order and once more thing,'
Stan: I have added extra $100 visa card on top of $250 card. How does that sound to you?
Me: great!
Stan: Thank you.
Stan: There will be a 24 months contract with Directv with an early termination fee of $20 per remaining
month
Me: ok
Stan: Thank you.
Me: but I have to go through the cart to order it first
Me: correct?
Stan: I will do that for you.
Me: also, after the first year, am I able to change the services
Me: ?
Gmail - AT&T Chat Transcript https://mail.google.com/mail/u/0?ik=b85086b04b&view=pt&search=all...
2 of 4 12/26/2019, 5:53 PM
Stan: I will be sharing the link over the chat so that you can place the order and I will be with you over the
chat until you place the order and make sure you continue as a new customer. and once you place the order
do let me know so that I can verify the order number and share the reward card details.
Stan: You can upgrade or downgrade your services anytime you want.
Me: I would like to wait for my wife to review as well and she is not available right now
Me: can you save it in my cart so she can review it?
Me: or do I need to go through this again later?
Stan: I understand that you want process the order later on but trust me this is a limited time deal and I do
not want you to miss the deal. You can place the order and select a installation date as per your requirement
and this will help you to save the deal with free installation along with $350 visa reward gift card.
Stan: You know promotions come and go. and I don't want you to miss that.
Me: I'm not going to order this until my wife reviews it
Me: it will probably be later today
Me: so we won't miss the promotion
Stan: Thats fine. you can do one thing.
Stan: You can place the order now and later if you think you won't go for it . You can cancel the order
anytime you want. You will not get charged for that. there will be no upfront fee at all. You will only get
charged once your services gets installed not before that.
Me: Is this installation free?
Stan: Yes, there will be no installation fee at all.
Me: does this come with a wireless router?
Stan: Yes you will get that as well along HD DVR as well.
Me: ok
Me: If you are certain we will not get charged between now and the time this is installed and that we can
cancel it before it is installed if we change our mind, then we can go ahead and schedule it.
Stan: Perfect. Yes you will get that options before installation.
Me: ok
Stan: Let me share the cart so that you can place the order.
Stan: I will be sharing the link over the chat so that you can place the order and I will be with you over the
chat until you place the order and make sure you continue as a new customer and do not login to your online
account. and once you place the order do let me know so that I can verify the order number and share the
reward card details.
Me: ok
Stan: Please click here order for TV+Internet+home phone and our chat window will remain open in this
same tab.
Stan: Please click the link and let's work together to get your order submitted. I'm happy to answer any
questions you have along the checkout process.
Stan: Please take a second to review your cart. Then please tap on 'Check Out' to proceed to the next
page.
Stan: I am just refreshing the chat. You please continue:)
Stan: I am just keeping the chat alive:)
Stan: Go ahead, we're almost done:)
Stan: Congratulations! Your order has been successfully placed.
Stan: You will receive two emails containing order summary and shipping information.
Me: it looks like I am finished
Stan: Perfect.
Stan: Let me share some informations with you.
Gmail - AT&T Chat Transcript https://mail.google.com/mail/u/0?ik=b85086b04b&view=pt&search=all...
3 of 4 12/26/2019, 5:53 PM
Stan: At the time of installation there must be someone above 18 years present at your address.
Stan: YOu do not need to pay any installation fee at all.
Me: ok
Stan: You will receive the visa reward card after 30 days of your service installation into 2 parts $250 and
$100 and this reward card can be used towards your bill or you can use it anywhere where visa card are
accepted.
Stan: Now that I have helped you placing the order online with DirectvTv Entertainment package+25mbps
Internet+homephone at $124.98+taxes., is there anything else I can help you with?
Me: no thank you
Stan: James, I really wish to say that you're very nice and polite on that chat and thank you for your
valuable time and wish you a Merry Christmas and a Happy New year
Me: Merry Christmas
Stan: James, once you close the chat you will get an options to save our chat for refreence.
Stan: Thank you for choosing AT&T. We appreciate your business. Have a great day!
Stan: Good bye:)
©2018 AT&T Intellectual Property. All rights reserved. AT&T and Globe logo are registered trademarks of AT&T
Intellectual Property.
Gmail - AT&T Chat Transcript https://mail.google.com/mail/u/0?ik=b85086b04b&view=pt&search=all...
4 of 4 12/26/2019, 5:53 PM
Juniper
ACE - Expert
•
23K Messages
5 years ago
Fox Sports Oklahoma would be a Regional Sports Network (RSN). If you are in Choice, Xtra, Ultimate, or Premier you get the RSNs for where you live. www.directv.com/rsn
You can add the Sports Pack to all packages (except Premier as already has it with the other premium packs) for $13.99 (slightly less if you have any other premium pack as they do a small multi-pack discount). This contains over 35 regional and specialty sport networks.
The Sports Pack is not for out-of-market professional games, as those would still be blacked out. Instead you must have the seasonal package for the games (MLB Extra Innings, NHL Center Ice, etc.). This is for other events or college sports, or a cheaper way to get your in-market RSNs if you are in a package below Choice.
The Entertainment package is right below Choice. Because of the RSN fee that the higher packages would have (as is not flat cost across the country so is itemized instead of added into package cost), it may be cheaper to just add the Sports Pack.
You may insist you get what was promised, but no agent can add individual channels to a package or affect blackout rules (if the channel is out-of-market). Networks package themselves to TV providers and require them to do the same, so there is no al-a-carte workaround here.
From other posts, including a coupe with the "employee" tag, it appears that over the phone customer support has no access to the chat logs. I would hope that at least a supervisor would have a process to submit a complaint on the misquote you got. You could try calling and speaking to a different supervisor to submit the complaint, and to see if there is anything else they could do to offset the cost of the Sports Pack for longer. Keep in mind that if the RSN is out of market, it will never provide you professional games as per the rules of each sports league.
Note: As this is a public forum, not customer support, please do not put personal info in your posts as that is against the forum rules for your protection and privacy.
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