New Member
Why do I have to wait 45 minutes on hold?
I had issues with my DirecTV account, called the 1-888 number, was connected with a U-verse technician and then transferred to DirecTV support where I waited for 45 minutes before I had to hang up due to other commitments.
Why is AT&T taking the position that my time is less important than theirs?
jrnohouse
New Member
5 years ago
.com not any better. Seeing "Please give us a moment. We're almost there" for over 10 minutes. Have to access one Directv account via Directv.com, and the other account via att.com. "we've been converting accounts." Been hearing that for a couple years now.
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Juniper
ACE - Expert
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23K Messages
5 years ago
Many call centers were closed temporarily because of Covid. So they are very short staffed these days. On top of that, I have noticed an influx of posts about something that may be going on with the NFL Sunday Ticket increasing the amount of people calling in.
They are not doing this on purpose as you don't warrant different treatment. Simply you are not more important than other customers so must wait in line like everybody else.
All I can suggest is at least call the DirecTV number so you don't waste time with additional transfers. https://support.directv.com/contact
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jrnohouse
New Member
5 years ago
We're all dealing with COVID. I understand that. If your short staffed, your short staffed. Then I suggest a modification in the Automated Voice Response system, because the 5-10 minute anticipated wait time went well beyond what was expected.
Better yet is getting some consistent behavior out of the UI would be great. I have multiple accounts and when you try to signoff one and log in under another account, the redirects are simply awful. A little bit of planning and a bit of testing resolves these types of issues.
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Juniper
ACE - Expert
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23K Messages
5 years ago
AT&T was in the process of migrating DirecTV accounts to the AT&T website So the account management portion is not complete as they stabilize and increase features we are familiar with. As for having multiple accounts, that is not a common situation for most people so I suspect that is lower on the priority list to handle.
Don't know if their IVR can get a simple adjustment or needs major under the hood programming updates to more accurately reflect estimated wait times.
The integration of DirecTV into AT&T systems (or new ones created from the ground up to accommodate both from the start) seemed to have taken longer than I would have expected since they acquired DirecTV. The endeavor I guess was more challenging then they anticipated. And just as it seemed they were starting to gain traction, Covid hit. They have a long road ahead of them. Hopefully those call centers will be up and running at normal levels before much longer and that at that point they prioritize well going forward to bring back the experience we legacy DirecTV customers are used to.
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jrnohouse
New Member
5 years ago
Agree with your comments in general...
Very difficult to manage multiple accounts.
Integration of systems during merger very difficult.
COVID makes things difficult. I would hope that by now, call centers can be run in a distributed manner.
All I can say is, "I'm clocking again during a redirect". Over 5 minutes now.
If it's important, they'll do something.
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Juniper
ACE - Expert
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23K Messages
5 years ago
Having worked customer support in other companies, the big challenge is they work with desktops that are networked to a proprietary system. So not something they can just check out and send people home with as must have them present in the office. So DirecTV being a luxury entertainment service, not government, medical, etc. wasn't planned for a huge work-from-home accommodation. I'm betting many companies are going to be planning backups for the future in case something like Covid happens again, as nobody wants a repeat of this year.
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