Tutor
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4 Messages
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.
Accepted Solution
Official Solution
DIRECTVhelp
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
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Accepted Solution
skeeterintexas
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.
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DIRECTVhelp
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
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browndk26
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.
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pockets2000
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).
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skeeterintexas
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.
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gr8sho
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.
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gr8sho
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.
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browndk26
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.
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skeeterintexas
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.
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gr8sho
ACE - Professor
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1.5K Messages
5 years ago
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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