The AT&T Debaucle

So I’ve been thinking about getting TV service to go with my internet. I’m just sick of watching everything online. So I went to the AT&T website and I was immediately confused. They offer U-verse service and bundles as well as Direct TV service and bundles. Now I know the fundamental difference between the two, I just wanted to see which service best suited my needs. I wasn’t able to sign in as an existing customer because I forgot my user name and password (they make it difficult to retrieve if you’re only an internet customer) so I clicked the chat button. Big mistake.

I already knew which U-verse service I wanted so I wanted to find out more about pricing for the Direct TV option. She wouldn’t answer my questions! Finally she quoted me a $99 per month plan and said that I would have to get a land line for direct TV. She was obviously discouraging me from even thinking about Direct TV so I said thank you and decided to go through the process as a new customer and see what I could find. As I was placing my order for my internet/tv bundle it asked me what type of home phone service I would like. down at the bottom there was a little button that gave me the option to say “No thanks, I don’t want a home phone.”

Hm. That’s funny.

Then another little box popped up offering chat assistance so I spoke with Christopher. Read ahead,  he blatantly lied to me!

Welcome to AT&T. My name is Christopher. How may I help you today?

Christopher: I will be happy to answer your questions regarding AT&T services.  I specialize in setting up new phone service, FastAccess Internet, and DirecTV. To start, could you please tell me what city and state you are located in?

You: Hi I’m in California

Christopher: Hello! How may I assist you today?

You: I was actually just chatting with someone else and she said that I need to establish a home phone with direct tv? I already have att internet service

You: is this true?

Christopher: Thank you for sharing that information with me.

Christopher: Yes, it is prerequisite to have an active  AT&T home phone service to go with the DirecTV.

You: ok, thank you for clarification. I was on the website and since I forgot my user name and password I clicked to establish new service and it let me bypass the home phone option

You: strange

Christopher: Thank its fine, just continue with the order process.

Christopher: *Then

Christopher: Let me know once you have the order confirmation number.

You: ok, why is that?

Christopher: Just to ensure that your is done properly.

Christopher: Please try not to stay on a page for too long, as it may result in a timeout session.

Christopher: v

Christopher: Please fill in all the information marked with an asterisk (*) and continue ahead.

Christopher: You can enter your personal information and proceed with the online order.

You: ok, I’m sorry I’m just a bit confused. I was reading through here and I don’t see where it says that a home phone is required.

Christopher: As the order page is letting you proceed with your order and you are already an existing customer it is  not necessary to have the phone line.

You: haha, thanks

Am I missing something here? Was I just lied to by two separate AT&T live chat people? I’m finding this hard to believe. I mean, I know these types of companies can be difficult to deal with. But really? REALLY??