New Member
VIVID (PORN) TV KEEPS GETTING ADDED ON TO MY CHANNELS BY THE AT&T/DIRECT TV SYSTEM
FOR THE LAST SIX (!!!) MONTHS THERE HAS BEEN A GLITCH IN THE AT&T DIRECT TV SYSTEM & I HAVE SPENT IN EXCESS OF 12 HOURS ON THE PHONE TRYING TO GET THIS RESOLVED. I GET TRANSFERRED FROM ONE SUPERVISOR TO THE NEXT AND NOBODY CAN FIGURE OUT HOW TO FIX THIS ISSUE. THEY CONTINUE TO CHARGE ME EVERY MONTH, I CALL AND ASK THEM TO REMOVE THE PORN CHANNEL AND THEN MAGICALLY IT GETS ADDED BACK THE FOLLOWING DAY AT 10:31 AM. I GET NOTHING BUT MEANINGLESS, SCRIPTED RESPONSES WITH NO REGARD FOR MY TIME - EACH CALL IS A MINIMUM OF ONE HOUR. THEY CLAIM THERE IS NO COMPLAINT DEPT AND THERE IS NO WAY TO ESCALATE THIS. SIX MONTHS!! OPEN TO ANY SUGGESTIONS.
sandblaster
ACE - Expert
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2K Messages
4 years ago
I find it hard to believe it’s a glitch in the system but at the very last they should be able to identify how the channel gets added (i.e. online, through the remote, etc). File a BBB complaint to escalate to corporate.
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Juniper
ACE - Expert
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22.6K Messages
4 years ago
Correct there is no "complaint" department. This is because complaints is one of the purviews of customer support. Companies tend not to have a department just for complaints, since very few people would want to work in a place where that is all they do.
Customer support should have checked to see how being added, such as impulse PPV (iPPV) such as by the remote, or if it was OPPV if through the online account or calling in. If any of those methods, then there are steps to protect yourself from someone in the household adding it. However if by an agent, but no associated call logged, then that gets submitted to the agent's supervisor for review (and probably a very unpleasant conversation with that agent).
The claim of it adding at 10:31 every day is very unusual. If that is the exact time every day, that would suggest a glitch or automated process (or a very bad agent with OCD).
Call DirecTV and when you get the voice system say "cancel". Normally retention agents are more experienced, though I would suggest at this point requesting a supervisor once speaking to that department with how long this has gone on. After that, or you've already done that, then I would do a BBB complaint as that goes to the corporate level.
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karendancer
New Member
4 years ago
An AT&T supervisor is the one who told me that it is a system glitch and that it automatically gets added back on at 10:31 am the following day. Even so, they can not figure out how to fix it.
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Juniper
ACE - Expert
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22.6K Messages
4 years ago
That supervisor should have escalated this issue, such as a help ticket to their IT department. If not, absolutely submit the BBB complaint.
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bob11111
2 Messages
8 months ago
same problem here: a (Edited per community guidelines)ually violent movie about the porn industry, called pleasure is stuck on my home screen. it can’t be removed and no one is interested in that kind of (Edited per community guidelines)ually violent movie, it’s nauseating and will not go away - months have passed. how do i block that crap without blocking old movies and the popular drama shows, as the former is unrated and the latter is TV-MA?
(edited)
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