End of August – online scheduled my move from apartment to new house for 10/19 afternoon.

Noticed that I lost the NFL package even though I was a new customer and had Choice package, both of which include that package. Called support to find out why. Numerous transfers and hours on the phone to discover that somehow it was related to the move order. Was told at that point it would cost $100 for the move order because it was being done within 1 year of my initial setup and that they figured out the NFL package. Missed week 1 games. However it did work for week 2.

In September I decided I would like to add a 3rd receiver in my new house for the move. I started a chat session to inquire about that. Found that my order had been canceled and I had not been notified. There was no move order scheduled any more. After numerous transfers and hours, I finally worked with someone who was able to help. The move was scheduled for 10/19 afternoon again, just like it was originally. I was told that it would be for 3 receivers and that I would go from 10 mbs to 20 for my internet service. Was also told that I should contact billing after this was done to have something done on my bill for the inconvenience of what I had been put through. I have the chat session with all of this in it yet.

On 10/18, the day before my move in and installation, I received a text and an email stating that the technician would be there on 10/20 in the morning. Apparently my appointment was changed again without notifying me. I called again, and after numerous transfers was told that that was the date and there was nothing they could do. I asked to speak to a supervisor and was transferred to a busy line. Called back and went through it all again with a different person who was just as unhelpful. When I asked to speak to a supervisor I was told “that is a waste of time”. I pressed and was told that the supervisor was on the phone but would call me right back. Not at all shockingly, I never received that call.

On 10/20 the installation technician shows up for the install with only 2 receivers because that is what was on the order. He installed the internet and got that running at 10 mbs because that is what was on the order. I showed him the chat that explicitly stated 20 and he said there is nothing he could do that I would have to contact AT&T. When he looked at the TV locations for the install it was determined that I would need wireless boxes. He had to put in an order for those and go back to the shop to get those and the extra box. Upon return he didn’t bring the wireless boxes because the order had not gone through yet. Couple hours of waiting around and putting the dish into the back yard on a sled, and the order still couldn’t go through due to a service outage on AT&T side somewhere. Finally he had to leave to go to another install. I was left with a dish in my backyard and no service and no idea of when it would be completed.

On 10/21 I stopped at my local AT&T store to find out the install date. That person called to find out and got the exact same run around that I did. It was finally determined that my install date would be on Monday 10/29. That was unacceptable because I do not have any more vacation time to be there on a weekday. But there was nothing she could do and the person she was talking to wasn’t listening (aka – following the script) and wouldn’t change it. When she pressed him about fixing the problem with the internet speed he told her he couldn’t until the whole order had been completed. She advised that I call DirecTV directly and try to get it expedited.

So I called DirecTV and explained all of the above. Multiple transfers to finally get to somebody who tells me that she will put me on an expedited list so that if somebody cancels during the week I will get a call and they will come out then. Again, I still don’t have the vacation time to be there on a weekday. Nobody seems to grasp this or they are sticking so closely to the script that they aren’t even listening to what I am saying. She then offers me a whole $5 off per month for a year for my trouble. I can’t believe my luck! A whole $60 for my trouble. Lucky day! At the end of this I am left without service for 10 days, including the sports packages which I had bought extra.

On 10/22 I wake up to an email from AT&T with my bill! In it I have a $199 mover’s fee and the NHL package, which I bought separately, is not mentioned. So not only was I put through all of this: over 8 hours of time on phone calls and chat sessions, I was lied to about the fee (was 100 but shows up as 199 on the bill), I still have no service, the internet service is the wrong speed, I’m sure my sports packages won’t be included, I’m certain that the next installation person won’t have the correct equipment, but my bill was certainly right on time.

I started another chat session to get the mover’s fee charge waived. That person was unable to find any charges on my account. He advised that I try again tomorrow to see if perhaps it would then get added and something could be done. So my takeaway is that your system sends out billing information prior to making it available to billing support personnel who will handle those questions. Brilliant! So another 45 minute chat session and nothing resolved.

I currently have 4 cell phones, internet, and supposed to have dish through AT&T. This customer service experience has been so bad that I am considering canceling them all and switching to new providers for everything. I think I would have been better off paying the early termination fee on my contract and starting brand new service. The endless waiting on the phone and being transferred from one person to another is ridiculous. Having representatives follow a script instead of actually listening to the problem and trying to understand and help is appalling. Needing to provide the person with my name, account number, pin, etc., after each transfer is tedious and inconvenient. But I’ll give you credit that the billing process sure worked right on time. Wrong, but right on time.