Tutor

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4 Messages

Wednesday, November 20th, 2019 11:53 AM

you are losing another loyal customer

 

As can be seen above the U-verse TV channel lineup clearly states that HD channels are included in the U300 package. I upgraded my programming last night based on the information provided on your website only to find it does not contain factual information. I was repeatedly told by your chat agent Lee HD channels are not included in U300. The information provided on your website clearly shows the only package that there is an additional charge for HD channels is the U-Basic package. Your chat agents are not at all helpful, or is that the intent. I will be switching my TV and internet provider away from ATT due to this fiasco that wasted 1.5 hours of my time last night. Your poor customer service and price gouging is why you are bleeding customers out the door. For the price being charged I have every right to expect better service than this from a company. I have been a loyal customer but that ends soon.

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Accepted Solution

Official Solution

Community Support

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254.9K Messages

5 years ago

Hello, @pockets2000.

As @skeeterintexas stated, the information you are seeing on the website is going to reflect new customer pricing and promotions. The information you see in the channel lineup for "HD Included" is due to the price plans for the packages being "All Included". All Included plans are what the name implies, which is that all fees are included in the base price, and are typically slightly higher priced than the standard plans.

If you do not subscribe to an All Included plan, then you will need to add the HD programming provision to your account, which would be an additional fee.

If you would like assistance with your account, or have any other questions or concerns, please let us know.

John, AT&T Community Specialist

Accepted Solution

ACE - Expert

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28.3K Messages

5 years ago

The confusion is that the info on the screenshot that @pockets2000 cited does not make it clear that the "HD included" promo is for NEW customers.

Community Support

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254.9K Messages

5 years ago

Hello @pockets2000,

Thanks for posting on the AT&T forums, we're here to help and understand your frustration.

Can you please provide us more information on the package you upgraded to and what you need further assistance with?
Are you not receiving the HD channels you paid for?

Hope to hear from you soon.

Mihai AT&T Community Specialist

ACE - Professor

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839 Messages

5 years ago

@pockets2000 

 

Turn on your tv and stb. Select guide and type in 1000. All hd channels are 1000 and above. 

Tutor

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4 Messages

5 years ago

please read the post again. I am fully aware that channels in HD are 1000 numbers. My issue is the fact that I upgraded to U300 (as stated in post) and did not have HD channels (as stated in post). My issue is the fact they told me I had to pay extra for HD channels when their web page clearly states they are included (as shown in screen shot in original post). 

ACE - Expert

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28.3K Messages

5 years ago

It depends on the price you are paying.  There is a new customer promo that "includes HD" but those prices are $10 higher than standard pricing.  Six of one, half dozen of the other as my momma used to say.

 

This post  explains the "HD included" promo.

ACE - Professor

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1.5K Messages

5 years ago

FWIW, I am a long time Uverse TV customer, and in the time I've had it, the pricing of HD has not changed.  The only place the fee is waived is on the U450 package.  

ACE - Professor

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1.5K Messages

5 years ago

I'm not sure what to say other than it is what it is.  Uverse hasn't changed and isn't going to either.  And the idea of new customers will soon be a thing of the past as well.  Either accept it for what it is or look elsewhere.

ACE - Professor

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839 Messages

5 years ago

@gr8sho   

 

I don’t think I’ve ever paid a $10 hd channel fee. I’ve had U-verse for 8-10 years. U-verse 200 or 300, never had 450. 

ACE - Expert

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28.3K Messages

5 years ago

You might want to check some old bills.  I'm pretty sure the HD fee was an automatic add on for any package other than U450.

ACE - Professor

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1.5K Messages

5 years ago


@browndk26 wrote:

I don’t think I’ve ever paid a $10 hd channel fee. I’ve had U-verse for 8-10 years. U-verse 200 or 300, never had 450. 


I'd be afraid to suggest this as it's hard to predict what an individual is able to negotiate.  But yeah, I'm not surprised there are examples where the fee is not present.  


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