AT&T Addresses DirecTV Now Complaints

DirecTV Now is supposed to be AT&T’s streaming alternative to satellite or cable services, but an array of technical issues besetting the service are making it a more difficult choice for consumers. DirecTV Now offers various channel packages, internet streaming and doesn’t consume data for AT&T users; which you would think makes the service a cable killer. However, since DirecTV Now’s launch in late 2016 a myriad of technical issues beset consumers, and they have yet to let up.

Social media was alight with upset DirecTV Now customers posting screenshots of various error messages the day DirecTV Now launched. Error message QP1502 seems to be the most common, it even has its own hashtag on Twitter, #QP1502. This error completely stops users from viewing content on specific channels that are supposed to be included with their subscription. Unfortunately, QP1502 is just one of many problems DirecTV Now customers are complaining about. One CNET reporter tried to reset his password and ended up waiting several days to get the issue resolved—it’s not a pretty picture.

AT&T has been using their traditional customer support center and their Twitter account to try to resolve customer issues as quickly as possible, but it’s clear that there is a bit of a backlog. AT&T made an official statement on the matter to GeekWire saying:

“With any new technology there are going to be fixes that need to be made. While we understand we still have work to do, overall feedback on DirecTV Now has been very positive. In this instance, only a limited amount of customers are affected and we are working quickly to address.”

Essentially, AT&T is asking their DirecTV Now customers to be patient and wait. While this advice may be sage, it is still leaving many of their customers frustrated with their investment in, what is essentially, a broken product. While the difficulty in providing seamless streaming video services is not to be underestimated, it is hard not to wonder whether AT&T moved the DirecTV Now product to market too quickly.

Hopefully, DirecTV becomes more communicative with their customers and focuses on making them happy and solving these problems. DirecTV’s social media response has been admirable, but they need to provide solutions quickly or risk drawing permanent customer ire. DirecTV Now can be a cable killer, but it has to work as advertised.

Sources:

  1. https://www.thetripleplay.net/blog/att-replies-to-directv-now-customer-complaints/
  2. https://www.cnet.com/news/directv-now-beset-by-user-complaints-on-launch-day/
  3. http://www.geekwire.com/2016/some-customers-arent-happy-with-new-streaming-service-directv-now-att-says-its-working-on-it/

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