Is it me, or is DirecTV going down hill?

Discussion in 'DIRECTV General Discussion' started by tylorert, Sep 18, 2019.

  1. Athlon646464

    Athlon646464 Yada Yada Yada DBSTalk Gold Club

    Feb 23, 2007
    Uxbridge, MA
    No, no you're not...
    pds3 likes this.
  2. dtv757

    dtv757 Icon

    Jun 3, 2006
    There is a decline in video

    I think broadband is going up , also "cord cutters " still need broadband

    Sent from my SM-N960U using Tapatalk
  3. YCT

    YCT Cool Member

    Mar 16, 2008
    I've been with Directv for over 20 years and have never had a real need to call customer service. Everything works as expected. I did my own install as the "old" Directv said I didn't have proper LOS.

    AT&T has been fantastic. Since I also use their cell service I receive a nice monthly discount along with free HBO. I also receive a loyalty discount yearly which means I pay less now than I did years ago.

    I'm also a bit perplexed about this terrible customer service.
    dtv757 likes this.
  4. Microphone

    Microphone AllStar

    Jan 30, 2007
    I was really on edge switching in the spring after a 24 year D* run. For anyone still wondering, if you get a good deal, do it. This industry will continue to change quickly, but Comcast and the X1, for me here in Massachusetts, has been excellent. And again, I (on behalf of my wife:grinning:) do not miss for one minute the storm predicting 5-15 minute pictures outages.
    Last edited: Sep 20, 2019
  5. YCT

    YCT Cool Member

    Mar 16, 2008
    What type issues are ya'll having that requires frequent calls to Customer Service?
  6. espaeth

    espaeth AllStar

    Oct 13, 2003
    When you call now, the process is a mess especially if you are an ATT Mobile customer. You have to go through the IVR sorting hat to say "yes, this is my number" "No, I'm not calling about mobile service" and get transferred to a couple different IVR points before you finally end up in a call center in Manilla? My objection isn't so much with the foreign call center, it's the god awful scripts they make those poor people use.

    "Thank you for being part of the AT&T family! Can you please verify _____?"

    "Oh, my best friend's name is ___ too! I will try to be your best friend today when I'm helping you out!"

    I just called to put my service into vacation suspend because I'm 99% certain that we won't need the service going forward, but I want to get a month or two into the NHL season to make sure works for us before I cancel for good. On the old DIRECTV IVR, that was a completely automated process. You'd just say "vacation suspend" - the system would ask you to speak a resume date, get confirmation, and you'd be done with it. On the new system, I had to be transferred 3 times, and the agent I worked with had to put me on hold for a while to research how to do that.

    The merge of ATT and DIRECTV accounts has been a problem from the start. I originally had the HD Free for Life with autopay promo, and that got messed up after ATT convinced me to combine my mobile and DIRECTV accounts. That resulted in loss of discounts, my programming package being completely messed up, and it took 2 months to re-separate and get the service back to normal (although permanently losing the HD free for life discount). My account is now permanently in the ATT billing system after 3 previous failed conversion attempts where all my discounts dropped in the transition. In fairness, they did sort those out and got discounts restored, but it was hours of my time dealing with it across those 3 instances, having to actually send physical paper letters in addition to calling in order to get things resolved.

    DIRECTV was far and away the best option when I signed up in 2010. They were more aggressive at adding HD channels I cared about after Dish/Voom fell apart, they actually carried all the NHL Center Ice games in HD, and for a while they were leading the technology charge with innovative solutions like DIRECTV2PC, whole-home DVR, and the GenieGo/Nomad device. Now the hardware is badly showing its age when compared to streaming boxes like the Apple TV 4k, and most of the content from streaming is available with better video quality than what's available from satellite.

    As a product, I don't think it's so much a case that DIRECTV is getting worse, it's that their new competitors are getting better. Streaming may not have all the channels or features right now, but they're delivering higher video quality on a product that has substantial user interface improvements all for a lower cost in most cases. Not only that, as additional streaming services come online, it's painless to jump because there are no term commitments involved.
    NashGuy likes this.
  7. B. Shoe

    B. Shoe Mentor

    Apr 3, 2008
    I think these three paragraphs sum up a lot. We've seen the ATT/Directv account merger issues from day 1, and constant warnings to not combine the accounts, if possible. In regards to the actual viewing product, it's not sub-standard at all, but others are catching up and have their own positives.

    For many, calls to renew bill credits that they'd received in the past. If/when they don't receive them now, you see the complaints.
  8. tylorert

    tylorert Active Member

    Sep 7, 2016
    Oh look! A fellow Illinoisian! Hows the weather? How about after 15 min? :)
  9. Hdhead

    Hdhead Hall Of Fame

    Jul 30, 2007
    I use to be one of the most outspoken Directv fanboys. Now I am a Directv critic. My, how times have changed. RIP Directv.
    Microphone likes this.
  10. Rich

    Rich DBSTalk Club DBSTalk Club

    Feb 22, 2007
    Piscataway, NJ
    When we call we get terrible customer service as soon as the issue becomes technical. Doesn't matter what the frequency of the calls are, if you have a technical problem you're not gonna enjoy the call. And you're not gonna get any real help.

    Microphone and espaeth like this.
  11. Rich

    Rich DBSTalk Club DBSTalk Club

    Feb 22, 2007
    Piscataway, NJ
    I was never thrilled with the customer service before the merger. Now I wish the merger had never happened. Yeah, big change. Never saw it coming. First call I made after my account was transitioned was to the Loyalty dept. They threw credits at me and I thought it was gonna be wonderful. Second call was technical in nature and that was the beginning of the end for me.

    Microphone likes this.
  12. NashGuy

    NashGuy Well-Known Member

    Jan 30, 2014
    Nashville, TN
    Yeah, someone already brought this video up on another forum and I watched it and responded there. I can't be sure but I do not think that this is AT&T TV.

    For off, it appears that when the video begins, the viewer is using picture-in-picture. See the small rectangle on the lower left? It has an Untuckit ad in it, then an Applebees ad at the 16-second mark. Then that channel appears to expand to full-screen, existing PIP mode.

    Why is this important? Because in all the reading I've done of beta-testers for AT&T TV and its Android TV box, I've never read any mention of a PIP feature. IDK, maybe it exists, but I'm not aware. But Uverse TV does have a PIP feature. It's documented in their online help pages.

    Also, consider this: Uverse TV, which is typically subscribed to along with AT&T Internet, and billed on a unified AT&T bill, is used by 3.5 to 4 million customers, I think. AT&T TV is currently used by an unknown but FAR smaller number of customers in a handful of pilot markets around the country.

    What's the most logical conclusion here?

    I'd say it's that the YouTube reviewer who posted this video isn't super-careful about using the exact brand name for his TV service, so he refers to it as "ATT TV" rather than "Uverse TV by AT&T". Which, frankly, makes sense.

    So, all that said, sure, it's possible that AT&T TV will prove to be a hot streaming mess. And yes, we all want to read/see actual real-world user reviews for AT&T TV. But there's no good reason to believe that this particular YouTube video is, in fact, a review of AT&T TV.
  13. CTJon

    CTJon Godfather

    Feb 5, 2007
    If you read forums for almost any technology - you'd find the same threads CSR's are always junior employees who do scripts. They have never been experts and if they are expert type they get moved up the ladder.
    Innovation in this day and age is tougher and tougher.
    Not saying DirecTv is perfect but no one is. Lots of numbers for people dropping DTV but what are the number who are dropping regular cable. Cost as with many things is the issue - I'll bet, and they won't, if DTV cut their price in 1/2 they'd gain customers.
  14. CraigerM

    CraigerM Well-Known Member

    Apr 15, 2014
    St. Louis
    I think their PQ is great.
  15. compnurd

    compnurd Hall Of Fame

    Apr 23, 2007
    Evans City PA
    Thats not PIP That is the Ad Window from Sunday Night Football
  16. moob

    moob Legend

    Nov 19, 2008
    Not all of them. When I switched to Preferred Xtra years ago, that wasn't even an option online (I still don't think it's an option). You have to call to make the change. If you want to cancel HBO or any of the premium services, you have to call, it can't be done online. You guys should be thankful that you've never had hardware (or more specifically, hard drives) die on you, requiring hardware swaps. You should also be thankful you've never had billing disputes (I haven't but I know people who did).

    As others have said, it isn't that the picture quality has gone down, but just about everything surrounding the service has. A ridiculous amount of banner ads in the guide that makes browsing obnoxious. AT&T trying to sell me on their awful cell service at every turn. A firmware update that turned on HDMI Control automatically for who knows what stupid reason (pretty simple rule is to never turn on an option that could cause hardware conflicts). Seemingly more and more contract disputes. Trying to force me into paperless billing. And I'm sure there's more I'm forgetting. Before AT&T, I'm fairly certain the basic customer service reps were domestically based but it seems like they're outsourced now. If that isn't the case, then something else happened because now I have to make multiple calls to get something done that was supposedly done the first time I called but wasn't. Retention still seems to be domestic and they get it done.

    Like others, I refuse to get new hardware because I can't be stuck with them for 2 years. I'd like to get 4K but looks like I'll be stuck on my HR-44 for a bit longer (plus their 4K hardware solution is inelegant at best).
  17. Phil T

    Phil T Well-Known Member DBSTalk Club

    Mar 25, 2002
    November 1st will be my 2 year anniversary of dumping DirecTV after 14 years as a customer. Also dumped AT&T cell phone service. Went with T-mobile and Comcast (the world most hated company). Customer service and price with both is way better then my dealings with AT&T.
  18. RAD

    RAD Well-Known Member

    Aug 5, 2002
    I'm wondering if AT&T is wishing that they hadn't sold off the cable systems they purchased from TCI. At least they'd have a bunch of places where they could be offering 1GB speeds without having to fun fiber to everyones home to help stop the bleed from the locations where all they have is 45Mbps DSL.
  19. b4pjoe

    b4pjoe New Member

    Nov 19, 2010
    Well they sent me a new C61K to replace the original C61K that I never asked for. They told me I had 21 days to send the old one back. Just take it to UPS Store or FedEx and store and they would take care of it. I told there are no UPS or FedEx stores here locally. They said the new box would come with a USPS label. Just stick it on the box and send it back via USPS. The new C61K arrived with no USPS label. I called. They said they would send me a mailing kit to send the old receiver back and I should have it within 2 days. Never got that either. I got on chat this time and told them I never got it. The new person assured me I would get it this time in 3 - 5 days. I never got that one either. So today back on chat and I was assured again I would get i this time in 2 - 3 days. If I do...great. If I don't I am going ot miss the 21 day window to not get hit with a $45 non-return fee. They do this stuff on purpose and make it impossible for people to deal with. I know they think once I'm hot with the $45 non return fee I'll just drop it. They are wrong. So yeah AT&T support is wonderful. <sarcasm>
  20. b4pjoe

    b4pjoe New Member

    Nov 19, 2010
    HA! @ 45 mbps. Max here is 10 mbps and every time I call they want me to switch from Spectrum @ 200 mbps for their shitty 10 mbps.

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