ATT loses another 1.36 million subscribers

Discussion in 'DIRECTV General Discussion' started by espaeth, Oct 28, 2019.

  1. Nov 6, 2019 #61 of 127
    swspjcd

    swspjcd Cool Member

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    Unfortunately I am yet another customer who finally gave up and left after being a customer for 17 years. Long story short, they deactivated one of my DVRs without telling me, but still continued to bill me every month for it. I didn't notice for several months as it was attached to a tv that isn't used very much. When I called, they were unable to reactivate it so were forced to remove it from my account and readd it. No problem on my side until the next month I looked on my bill and I was charged $199 for a new DVR. This is the same DVR that has been in my home since Directv and Tivo split many years ago. AFter a 3.5 hour phone call and being transferred to multiple departments, I finally convinced them they did not send me new equipment and I should not be charged for a new DVR. I also reviewed my account as I have done every 6 months for 17 years or so, to try and lower my bill. They did apply some discounts but also put me under a 2 year contract without telling me, because of the supposed new DVR. I had to call back and that was another 2 hour phone call between multiple departments to have them guarantee that I would no longer be under contract if I decided to quit (which I had pretty much already decided I was doing). This was only the most recent issue but this entire year, I have talked with ATT at least 20 times, totally probably about 2 weeks worth of total time, all over account/billing problems, and one technical problem. Once was arguing with them that the mini-genies do not actually have the ability to record but just tell the genie to do the recording. That was a fun one as they knew absolutely nothing about their own equipment. I was originally trying to lower my bill by replacing my 2 DVRs with mini-genies to lower my bill but they told me the mini-genies were the same cost per month and would provide the same functionality. I had to explain I would be going from 9 tuners to 5 (ok yes there are 7 in a genie but only 5 are active) for the same cost. I finally pulled the plug and cancelled. Dish TV here I come.

    Ok, maybe not exactly long story short but that was my experience.
     
  2. Nov 6, 2019 #62 of 127
    Andrew Sullivan

    Andrew Sullivan Active Member

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    Your experience is becoming far too common these days. Sometimes it's not simply a matter of pricing and programming but a matter of utter frustration in trying to communicate with "D".
     
  3. Nov 6, 2019 #63 of 127
    joshjr

    joshjr Hall Of Fame

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    Not canceling DirecTV in the foreseeable future but I can tell you I am sick if always getting someone overseas that does not understand the issues. Also wasnt happy to find out they did away with the replacing owned for owned on equipment with the protection plan. They made profit off me cause I have had that PP plan for 11 years and hardly ever used it. Now they dont make the $7.99 a month of me for that anymore. I dont mind getting the small billing errors fixed once in awhile. Also dont like the hassle it takes to verify owned equipment every since they shut down the access card department. I can say for sure that it has went down hill a lot since AT&T took over.
     
  4. Nov 6, 2019 #64 of 127
    Rich

    Rich DBSTalk Club DBSTalk Club

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    Almost seems criminal. How do they get away with this crap? Good post, sorry this happened.

    Rich
     
  5. Nov 6, 2019 #65 of 127
    Rich

    Rich DBSTalk Club DBSTalk Club

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    Exactly what I feel every time I have to make a call to these nitwits. Utter, absolute frustration. I was gonna get a 54 the other day, that never happened. Didn't feel like going thru anymore BS. Maybe next year I'll calm down.

    Rich
     
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  6. Nov 6, 2019 #66 of 127
    Rich

    Rich DBSTalk Club DBSTalk Club

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    It's not only the offshore call centers, nobody knows what they're doing. I have yet to talk to an AT$T CSR that had a clue.

    Rich
     
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  7. Nov 6, 2019 #67 of 127
    inkahauts

    inkahauts Well-Known Member

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    They csrs are faking it because they don’t get good training. Not a few who actually car no what they are doing. Plus the systems are a mess. It’s all an utter disaster
     
  8. Nov 6, 2019 #68 of 127
    Rich

    Rich DBSTalk Club DBSTalk Club

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    It surely is a disaster. Somehow these people are gonna revolutionize TV with the new streaming platform? I can't wait to see how they screw that up. All they had to do after the merger was leave D* alone. Why they had to make these changes is beyond me. Fixing something that isn't broken never works out well.

    Rich
     
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  9. Nov 6, 2019 #69 of 127
    b4pjoe

    b4pjoe New Member

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    That is being very generous to them. They will just flat out lie to you to get you off the phone and it isn't even plausible lies. They just make up stupid things and expect you to believe it because they are "experts".
     
  10. Nov 6, 2019 #70 of 127
    inkahauts

    inkahauts Well-Known Member

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    Sadly, some of them aren’t knowingly living because their bosses will tell them the wrong stuff...
     
  11. Nov 7, 2019 #71 of 127
    grover517

    grover517 AllStar

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    I agree those parameters would make sense, but then again.........

    They made absolutely NO attempts to keep me after 22+ years and absolutely NONE of the above applies in my case. Not that offering me a credit would have kept me since the main reason I left was the loss of temporary service address changes and they made it impossible to obtain new DNS service for my RV but still.........

    High credit rating
    Was a Premier (or equivalent) customer for over 22 years with no suspensions or breaks.
    On auto pay and paperless billing.
    The newest DVR I had was an HR44 with 3 HR21's an H25 and a C41w. I had more than that at times.
    Only needed a truck roll maybe 3 or 4 times during that entire 22+ years and ALL of them were pre AT&T for things like a dish alignment or dish upgrade and were required by D*.
    The ONLY discounts I ever received in those 22 years (that I can count on one hand) were all "pre AT&T and were freely offered to me by the reps on the phone because I was a "valued customer" and with absolutely NO prompting from me but while calling for other things. The largest discounts being a one time 35.00 off a month for 6 months and another one time offer being free HBO/Cinemax/Showtime/Starz for 6 months. The ONE time I did ask if any promo's or discounts were available, I was told there wasn't any.

    Maybe I was considered an undesirable customer because I refused the free 3 months of the Movies Extra Pack? Or maybe because I never subscribed to the protection plans? Or because I was still paying a lease fee on 4 DVR's that had already been paid for 5 times over?!? Or I didn't order enough PPV movies or subscribe to NFL ST? Who knows.
     
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  12. Nov 7, 2019 #72 of 127
    Rich

    Rich DBSTalk Club DBSTalk Club

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    Yup, in my last call about upgrading to 4K the CSR I got had no clue and asked her supervisor what to do. He told her to send me a 54 for the 4K and a C61K for my RV. Yup, for my RV! I have never even wanted an RV, much less own one. That call was more than enough for me to give up the 4K idea.

    Rich
     
  13. Nov 7, 2019 #73 of 127
    Rich

    Rich DBSTalk Club DBSTalk Club

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    Perhaps the CSRs have been told to cancel everyone that says that word? What else could it be? My history with D* is similar to yours. I haven't made any attempt to cancel or get credits recently. I wonder what would happen if I made such a call.

    Rich
     
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  14. Nov 7, 2019 #74 of 127
    slice1900

    slice1900 Well-Known Member

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    They base it on how "profitable" someone is, so whatever calculations their system uses for "how much it costs to deliver to you" and "how much they are making from you" must have failed to meet the threshold.

    I don't think anyone would argue their system (or anything about AT&T or Directv) is flawless so maybe they screwed up and lost a profitable customer when you left.
     
  15. Nov 7, 2019 #75 of 127
    wilbur_the_goose

    wilbur_the_goose Hall Of Fame

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    Let’s say it as it is. ATT is a horrendous company. We all rue the loss of DirecTV as a company.
     
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  16. Nov 8, 2019 #76 of 127
    SpeedracerII

    SpeedracerII New Member

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    I too quit D* after 16 years and could not be any happier. It started when the HDD in my DVR began to fail. I logged into my account to see what new equipment I may be looking at, and discovered a $75/mo increase was coming to me at the end of that billing cycle due to my 2 yr plan expiring. That was going to send my monthly bill to $240/mo! Wake up call for me. Right then and there I decided D* had to go. I called D* and asked to cancel, I was forwarded to another CSR, I expected to be sent to retention and have a hard time cancelling, but no. I was offered $20/mo off for a short period, but I really just wanted to cancel and told her not to even try. So within a few minutes I was being send boxes to send my units back and I ripped all my D* equipment out of 3 locations and piled it on the floor. I had bought a FireStick TV to experiment with, still in the box. I installed it and was on my way to streaming. I'll never go back. I'm saving a substantial amount of money, I can serve more TVs in the house without paying some monthly charge for TVs that are seldom used, I have no commitments and can change my service anytime, and I actually found I had more content to watch than before. My biggest concern was the different user interface and if my better half was going to adapt to not having one big channel guide, but she is adapting just fine. Streaming is still a young technology but with major companies now competing, more resources, more R&D will be spent here than on DBS systems. It is the way of the future. Over 20 years ago I switched from my hated cable company to Dish and was very happy, I moved to DirecTV/Tivo and was even happier, now i see the DBS service in the same light as I saw my cable provider 20 years ago.... couldn't be happier to cut the dish. It felt good. Never going back.
     
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  17. Nov 8, 2019 #77 of 127
    Rich

    Rich DBSTalk Club DBSTalk Club

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    What I highlighted above is what people that haven't given streaming a decent chance don't understand. There's a whole lot more content available, when streaming, than you can get with sat or cable. And streaming is so much simpler. Another thing they don't understand.

    Rich
     
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  18. Nov 8, 2019 #78 of 127
    James Long

    James Long Ready for Uplink! Staff Member Super Moderator DBSTalk Club

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    More content, but not always the right content.
     
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  19. Nov 9, 2019 #79 of 127
    wmb

    wmb Godfather

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    um, sure. Whatever.

    At $45 per month for Hulu Live, or $50 for You Tube TV, I get everything I watched on D*. When I left, D* cost about $150 (non-renewed expiring discounts, which had brought D*'s price down to about $80). Now is missing the Discovery channels (notably Food and HGTV), but throws in HBO for $50. For the difference in price between D* and one of the streaming services, I could add ESPN+, Disney+, Hulu bundle, and Netflix. If I need a second receiver on D*, that's enough to pay for CBS All Access.

    All of this content is available on demand, you always have access to the content you want.
     
  20. Nov 9, 2019 #80 of 127
    James Long

    James Long Ready for Uplink! Staff Member Super Moderator DBSTalk Club

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    That is an amazing statement since you don't know what content I want. But I am glad that they have the content you want.
     
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