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Dawnpanz's profile

Tutor

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1 Message

Thu, Jun 7, 2018 12:38 AM

Terrible customer service since AT&T took over.

I have been a direct TV customer for 14 years. Since AT&T took over, this is the first time I’m thinking about switching to cable. The customer service used to be excellent. Now it is a mess.

What a shame. I was happy for so many years. May be time to say goodbye.

Responses

DIRECTVhelp

Community Support

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10.2K Messages

3 y ago

Hi @Dawnpanz,


Contacting us should always be properly handled the first time, you shouldn’t have gone through all this trouble in order to get taken care of. It would be my pleasure to take ownership of this and help you out!


I assure you, your services and business is truly valued with us and we are always looking for ways to improve our customer service in every way. I want to make sure the original reason why you contacted us has been taken care of; I am going to send you a private message directly to your Forum Inbox. Please respond promptly so I can investigate this further!


I hope to hear from you, best regards!

Vanessa, AT&T Community Specialist 

Tutor

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3 Messages

3 y ago

I agree, terrible terrible customer service. And you can't get chat, and you can't understand a word these people are saying to you. I wanted to change my auto withdraw from the 12th to the 13th one time only and they won't do it. ONE DAY! I will be switching companies. The guide is horrible, just everything has gone to heck since the AT&T takeover.

Constructive

Employee

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1K Messages

3 y ago

you all know its the same people working there before at&t purchased it same reps, same techs, same installers , there have been no changes in service that werent in the works before as well.

Tutor

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3 Messages

3 y ago

The service is terrible. The guide isn't even usable. Half of your recordings don't show up, it's impossible to read. I never had a problem changing a date for one day to make sure my direct deposit was in the bank. 

Tutor

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3 Messages

3 y ago

And what the heck happened to the resume feature if you couldn't finish watching a recording? Now it goes back to the beginning. 

Teacher

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6 Messages

3 y ago

I just attempted to contact DirectTV concerning extra charges on my invoice.  I had one of the WORST encounters I have ever had with a customer service rep.  First off, her name was Rr...  They are in the Philippines now and they try to speak good english.  Second, they are VERY restricted on what they can actually do to assist a customer.  I asked to speak to the promotions department and she mentioned that I should call back at the end of the month.  She also told me that there was nothing she could do except for me to call back at the end of the month???? 

 

I have been a direct tv customer since 1998.  I have seen many changes in the company and the equipment.  Many people complain about AT&T's customer service and I felt that it was only a matter of time before that leaked over on DTV... well.  Maybe it is time for me to start looking at alternatives to this.  With Frontier, Verizon, and Spectrum all in my neighborhood, I have many choices and probably would not have RAIN issues.

 

 

litzdog911

ACE - Sage

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40.5K Messages

3 y ago

When you hit a support rep like this, try the "CSR roulette" game .... call back again .... 1 800 531 5000

Also, I've found the chat support folks are usually better.

 

Teacher

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6 Messages

3 y ago

Thank you for the response.  Chat is no longer available it seems.

litzdog911

ACE - Sage

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40.5K Messages

3 y ago


@franktafl wrote:

Thank you for the response.  Chat is no longer available it seems.


If you don't see the Chat button, then all of the chat operators are busy.  The button only appears when chat support folks are available.  Keep checking.

 

Teacher

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6 Messages

3 y ago

just an example of the downhill trend of DTV's service.  This kinda of stuff didn't happen before the AT$T acquisition. Now they keep asking me for my mobile phone number so they can text and send me "deals" for AT$T.  They keep insisting until I tell them NO several times.  They don't tell you at first why they want your phone number, they just ask if they can use it.  After several times they finally agree to let me OPT out.

 

Since I have been a loyal customer to them for so many years, I always recommended them.  No more!

Tutor

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2 Messages

3 y ago

The customer service experience was much easier with DirecTV.  Now with AT&T we have had nothing but automated responses and it is difficult to get to the customer service representative who can help you.  We have experienced this since AT&T took over and plan to discontinue our satellite TV this month.  We had DirecTV for 15 years and were happy with their customer service.  

Tutor

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1 Message

3 y ago

Well, now I know it's not just me who is having a problem with AT&T since they took over. I have had to call 7 times FOR THE SAME ISSUE! I keep getting told it's resolved, and then the next month I find out it's not. So then I ask to get a new bill so I can have proof if it's resolved rather than waiting another month again and am told they can't do that. I've asked to speak to a manager and am told "they're busy". It has been ridiculous. I finally canceled, my bill still isn't right, and I haven't gotten a new one that shows how much I'll owe and refuse to pay my current one. I feel like the people I get just tell me what I want to hear and don't do anything (actually, I'm sure that's what they do since the issue is never resolved!)! I'm so done with DirecTv since AT&T took over. I also had issues with not all of my recordings showing up...I would have delete other ones (even though I had 75% of my DVR space free) and the other ones would start showing up. Made no sense. 

Tutor

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2 Messages

3 y ago

no I am sorry as a 12 year ATT and directv customer, the service has went down hill sharply on the Directv side since ATT took over, check out my next post please 

Tutor

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2 Messages

3 y ago

This started last Thursday, I ordered UFC 231 ppv by phone, got the confirmation message for channel 123 at 8pm, ok. My son asked for this as a part of his Christmas, I readily agreed, was also looking forward to these fights, excellent line up on this card. Come Saturday night, no display just an order screen, called customer service 83 minutes and 4 people later was finally told they could not start this showing and could give us the REPLAY at 1AM! Live event ordered 5 hours long, replay 4 hours only, hmmmm. 1AM no show, called and all I could get the message the offices are closed call back during normal business hours, Called Sunday morning, another 5 people and 86 minutes, this time a supervisor supposedly named Jay says he will give us the 2:30 pm showing at no charge, yeah right. 2:30 pm no fights, ask for a manager/supervisor, takes 3 more angry phone calls to finally get connected with a "supervisor" Erica is up this time, says she is not even at work ok, after another 45 mihnutes she says they have no idea what the issue is cant help us get the showing at all and asks for email address to contact us when "they figure something out" . Call again and get a different supervisor, says its Technical issue, so dumps us on tech support, again Samantha promises fights at 7pm and swears either her or her supervisor will call between 7 and 7:10 to double check if the fights actually show up, good thing I did't hold my breath for that phone call. Boldly lying dishonest, disrespectful bunch of customer service employees, told to tell the customer anything just to get you off the phone especially if it is close to closing time. I pay for the full package, seems to me they would give me some type of service, ha ha ha, as long as you pay your bill, they do not care. A total of 9 phone calls in a 24 hour period totaling 5.5 hours. Have also been complaining to them about the channel apps also. Was promised credit on my bill last month for this issue, return calls from development to see what is going on, it's been 3 weeks since the promise of a return phone call on that issue. When you get premier package you are supposed to have access to the channel apps, since the start of the ATT/Directv changeover cannot access these, cant log in because the app cannot verify my directv subscription, but DTV says it is the apps problem. Really? have access to none of the all at the same time but it is their problem? I am searching who I can file a complaint with, for charging for services they are no providing but still advertising, I hope someone at the better business bureau or the FCC will listen, I am so done, but since I'm in a rural area I don't have much choice of providers and they are fully aware and take advantage of this fact very readily.

Tutor

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1 Message

3 y ago

i too have been a customer for over 10 years and used to rave about directv never had a problem i was always a month behind and they understood they never sent a letter or notice or anything and i am not getting like a good deal by any thought i have the choice 120 and i pay 175 a month so i paid that on 12 8 18 and today i get a  notice that if i don't pay the 175 balance by tonight then its getting disconnected and to get rehooked up i forget how much it would be but it was crazy and the kick in the 

is the bill isn't even due until the 17th..and all they can say is sorry for the inconvenience but we are not directv anymore and not to mention i have paid that stupid insurance of 8 a month and never once used it...so disappointed so i guess forget christmas around my house oh but i know att i get it you are sorry...i have never gotten along with att i always end up leaving whatever service i have had with them i see why people are just streaming things now that was the other thing they see i had spectrum internet would i like to get it with them instead omg are you kidding me



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