Available Now: Buy the new iPhone 14, iPhone 14 Pro and iPhone 14 Pro Max from AT&T!
S

New Member

 • 

9 Messages

Mon, Jun 1, 2020 2:11 PM

Documentation of no further payments until fixed

As i cant seem to email, chat or call in i will no longer be making payments for services due to following:

- spend average every other day climbing 3 flights of stairs to reset, reboot, hard reset router, wireless routers, modem

- i can only sign in under guest network, primary no longer works

- my upstairs wiresless STB didnt work for a week. Posted in forum few days ago and pressing wps on modem for 30 seconds fixed

- The next day my family room stb quit working , tried 1st bullet and still doesnt work

- my 2 extenders no longer work after power off/on and then disconnecting

- ive always had issues in past. End up spending time with offshore which doesnt know what they were doing. Finally just tell them when i dial in to route me to US support

- these issues have now gotten worse where when it took me 3-4 hours to fix before i know longer can

- i am having issues with both my internet and uverse

- because i have such a crap reception within where i need a repeater, it has taken 45 minutes to type this due to auto spell connect

Constructive

Employee

 • 

29.4K Messages

2 y مضت

the only winner if you dont pay is at&t they will shut off services, get their money by selling the debt to the highest collection agency bidder and you on the other hand have your credit ruined, being that this is a customer forum that at&t doesnt read your documentation of no further payments means exactly nothing.

New Member

 • 

9 Messages

Really shocked that that came from an AT&T employee. [EDITED per Community Guidelines] my product/service isn't working and there is no support. Not paying.

(edited)

Constructive

Employee

 • 

29.4K Messages

nobody in here represents At&t as an employee. This is a customer forum not At&t this forum is hosted by At&t not monitored. You do what you feel but any of the 1.2 million non AT&T Employees here would agree. You don’t pay you go to collections. But how mature of you to resort to name calling at someone stating facts

-------------------INCLUDED IN EACH POST FOR CLARIFICATION______
While AT&T employees do look at forum posts from time to time, we are here to represent the forum with our experiences as customers and do not represent AT&T in any official capacity with our responses and do so on our own time unpaid and off the clock. As employees we are not rewarded nor compensated to participate in these forums This forum is comprised of regular customers to communicate with other customers to offer advice and share experiences same as any other user Although there is a small team of customer care specialists that monitor the forums the sheer volume of posts are simply too many posts for these agents to respond to each one of them.
*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.
Constructive

Employee

 • 

29.4K Messages

@Juniper maybe they need To hear from a need a non customer 💁

(edited)

-------------------INCLUDED IN EACH POST FOR CLARIFICATION______
While AT&T employees do look at forum posts from time to time, we are here to represent the forum with our experiences as customers and do not represent AT&T in any official capacity with our responses and do so on our own time unpaid and off the clock. As employees we are not rewarded nor compensated to participate in these forums This forum is comprised of regular customers to communicate with other customers to offer advice and share experiences same as any other user Although there is a small team of customer care specialists that monitor the forums the sheer volume of posts are simply too many posts for these agents to respond to each one of them.
*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.
Juniper

ACE - Expert

 • 

30.4K Messages

2 y مضت

@shmontgomery

This is a public forum of other customers, not an official support medium. Any with the "employee" tag are posting on their own time (off-the-clock). The tag just means they should be very knowledgeable, but are not posting in an official capacity.

As such, your "documentation" means absolutely nothing. This has no affect on your account. Plus you can't just stop making payments and not suffer the consequences; late fees, service interruption up to non-pay disconnect, collections and hurting your credit.

Official support is calling in, that hasn't changed. The problem is per Covid-19 that many call centers had to close for the stay at home orders. They are severely understaffed trying to support their millions of customers who are still calling.

It sounds like you are having issues with both DirecTV and reception for internet in your home. Those are 2 separate providers. Personally, wired is better than wireless per the nature of the technology. The only wireless STBs DirecTV has are Clients, not proper receivers, which comes with some restrictions.

What are the exact models of each box you have?

What is the distance of the wireless Clients from the wireless video bridge (WVB), or Genie-2 (HS17) as that has the WVB built-in.

You cannot get guaranteed routed to in-country support. They have no such transfer option. You get the next agent available regardless. It is full equal opportunity for their employees. However, you can make sure you are calling the DirecTV number and not the AT&T number to minimize transfers.

https://support.directv.com/contact

Customer Service

800.531.5000 | Pay Bill | Order Movies | Refresh Your Receivers

General support daily, 8 a.m. – 12 a.m. ET

As for the weak internet coverage in your home. If that is AT&T internet, then I suggest posting in that section of the forums. Perhaps other users could give some insight in your setup with the extenders. One thing I can suggest, is consider using a powerline adapter. It uses your existing electrical wiring to provide a wired connection. Though it may not reach top speed as directly by Ethernet, it is usually much faster and more stable than a wireless connection, provided you don't have bad wiring. Higher end models even have a pass through for the electrical outlet, or with wireless as well which is nice if you have a tablet or laptop that moves around a bit.

New Member

 • 

9 Messages

@Constructive - you are an AT&T employee. I understand the purpose of these forums as AT&T doesn't want any accountability and wants to find a free support mechanism. Let me share a couple of facts with you:

1. I am no longer employed as a result of COVID; however, I pay my bills. Water, electric, auto, phone and yes...have even been paying my AT&T bill

2. When people pay money for product/service they expect it to work. The service and product which I've been paying for doesn't work. I guess you would be okay with buying a car thats spedometer goes to 200mph but when you drive, it only goes 100mph. Please keep continuing to pay that bill. Ask the billions of people in the world, if they continue to pay for a service that doesn't work

3. During this crisis I had to return equipment for the 4th time and was told I had 15 days to return broken router. I explained due to covid I won't be and was told I'd be fined. I was never fined.

4. There is no other mechanism for me to reach out to an official AT&T employee, this was the next best thing I could find in a public forum to attempt to get help. If someone responded they could help I would have gone that direction. Instead I receive a response to keep paying. I feel sorry for people that want to work and unable to support customers in need. Everyone, including myself want to get back to work

5. I've reached out to the BBB and filed a complaint. So no, per #3 and my complaint I won't be paying any late fees.

6. When I am able to get someone from support and I'll have to ask for their manager and then maybe their manager. I will use this documentation to not only reflect my experience, but also response from an "AT&T" employee who is more concerned with me paying than fixing an issue. I'll also get credited for past services, any fees terminated and probably future credits or a reduced rate.

@Juniper - thank you for your response, wish I would have received a response from you initially as you are more concerned with helping fix the problem opposed to collecting the benjamins. AT&T should hire more people like you. May have used the wrong terms that alluded to having direct tv or selected the wrong forum but I actually have Uverse. I've probably spent 60 hours this year working with at&t support offshore/onshore, walking up and down stairs, took notes on those calls so I can try and fix myself opposed to calling in. Thinking at the end of the day if I wanted to continue with AT&T HW I'd probably need to do a factory reset on router (can no longer log in on my primary network - it shows a wifi connection but no internet). Will probably just end up purchasing my own. Fortunately for AT&T fiber they have started a group in the US to provide support and have found it takes up half the time to fix.

Juniper

ACE - Expert

 • 

30.4K Messages

I see the thread has been moved to the U-Verse section, so should be more visible with those that are knowledgeable with that particular service. Hopefully you will get info to help improve your specific issues.

Though you could see about using an external router, remember the AT&T modem/router combo unit (gateway) is proprietary to their service so you cannot replace it with a 3rd party one.

They do have a process in place for a late fee waiver during Covid-19, but it is not automatic. They have the link to the request on their Covid-19 page.

https://about.att.com/pages/COVID-19.html#consumers That waiver only covers late fees, not the rest of the bill. Any other charges are considered valid unless they get adjusted. There is no hold on the balance for any dispute or technical issue. Just the way it works for many businesses unfortunately.

The agent who told you 15 days for return was way off. They had temporarily increased it from the normal 21 days to 60 days for both U-Verse and DirecTV.

For official support you would need to call. Since this is regarding both AT&T Internet and U-Verse, then it would be the normal AT&T number. I would suggest calling during their normal business hours as higher chance of in-house support, but not guaranteed as outsourcing is normal and may be a bit more in use these days to make up for the closed call centers.

https://www.att.com/support/contact-us/u-verse-tv

https://www.att.com/support/contact-us/u-verse-high-speed-internet

Customer service

Bill & account

800.288.2020

Monday - Friday, 8 a.m. - 7 p.m. local time

Saturday, 8 a.m. - 5 p.m. local time

Technical support

800.288.2020

Available 24/7

Really hope it goes better for you. Good luck.

-------------------------------------------------------------------------------
(Included after every post)
I am a customer, not an employee. This is a public forum.
For official support call DirecTV 1-800-531-5000 or AT&T 1-800-288-2020.
www.directv.com or www.att.com
Award for Community Excellence 2021 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Need help?
New to AT&T Community?
New to the AT&T Community? Start by visiting the Community How-To.
New to the AT&T Community?
Visit the Community How-To.