DirecTV Customer Service Issues

I was promised the Genie service that includes The CW Channel, MTV Live, and the ability to pause on the 2nd receiver. I have taken time off work and waited for installers who did not provide the service as expected. The sales representative has not been responsive to my calls or texts. The first installer was not knowledgeable, but the second one was polite and replaced the main receiver with the Genie. However, he mentioned that the other receivers couldn't be changed to Genies and that I need to contact customer support for further assistance.

My patio cover receiver, which is well protected from the weather, is not powering on. Despite the green light being illuminated on the back of the receiver, I have tried unplugging and replugging it with no success. It seems to be completely fried. When I contacted customer service, I had difficulty understanding the representative who seemed to be following a script without acknowledging that the unit is damaged. The power button on the receiver's front panel remains unlit, in contrast to the active green light at the back where it is connected. Details: Receiver ID: 0[redacted] [redacted] Serial Number: D32HG2QR410647

In December, I signed up for Direct TV and Art's bundle, expecting a $[redacted] credit for the Direct TV deal, free installation, a $[redacted] AT&T credit, and a discount on my bill for the first year. However, since then, there have been numerous issues. AT&T claims I owe $1,[redacted], while Direct TV says $[redacted], directing me back to AT&T. I purchased an 18-inch tablet over the phone in December for $[redacted] but never received it. I paid for installation, which was supposed to be refunded ($[redacted]), and there are incorrect charges from AT&T. I simply want to cancel Direct TV, get my $[redacted] back, and have their equipment retrieved. They are breaching our contract. I have filed complaints with the BBB against both Direct TV and AT&T, but have not seen any resolution. This situation has caused me immense stress, especially considering my health conditions. Any assistance is greatly appreciated.

Hello, I am currently in the process of returning my DirecTV receiver, remotes, and cords. These items were in storage after we moved. I also had a credit balance with DirecTV, but as I couldn't find the supplies, they have been charging me monthly. I am hopeful to be reimbursed once the equipment is returned. However, I have encountered an issue as I cannot find one of the remotes. I am concerned about how this will affect me and if there will be a standard fee or penalty charged each month for the missing remote.

I had been enjoying a $40 discount on my bill due to a 2-year contract, but on my latest bill, the discount was missing. To my surprise, I was informed that the discount was part of a bundle package that I was never informed or agreed to. Unfortunately, the wireless and internet services included in the bundle are not even available in my area, which leaves me feeling penalized for something beyond my control. Despite attempts to address the issue, I was only offered a $5 discount, which is unsatisfactory given the circumstances. I strongly believe that if I had known about the bundling package limitations, I would have never agreed to it. While I appreciate the value of the bundle deal, the current situation has left me considering cancelling my services, even if it means paying a termination fee. I hope we can find a fair resolution to this matter. Thank you for your attention to this issue.

I have been a loyal Direct TV customer since [redacted], but I am disappointed with recent changes. As a sports-loving family, we frequently use the red button for scores, but now many channels no longer offer this feature. Even when we find a channel with the red button, it only shows a few live events without scores. Additionally, the playlist interface is too small to view from across the room, and it no longer displays the recording dates, making it harder to keep track. The guide information is also too small to read easily from a distance, and the search and filter options should be on the menu screen, not the guide screen. Despite being aware of the changes since AT&T took over, none have been positive from my perspective. If Direct TV doesn't consider the feedback of long-time customers like us, we may have to explore other providers.

When we signed up for DirecTV in Kingman, AZ, we were informed by one of your sales representatives that the monthly cost for the first 12 months would be $75.00. After that period, the price would then rise to $[redacted].00 for the subsequent 12 months. We were taken aback by the substantial increase and were hesitant to proceed with the service. However, we decided to give it a try for a couple of years. It is disheartening to feel misled, and we are firm about not paying more than initially stated. We are willing to continue with the service at $[redacted].00 per month for the remaining duration of our agreement. Nevertheless, if there is insistence on charging us beyond what was promised, it would mean breaching our agreement, and we would be compelled to discontinue the service. In such a scenario, we would require the necessary arrangements for returning the equipment promptly. Thank you.

Account #[redacted]7 under Dan Patterson has experienced a $76 increase in the bill in one year since March. Contacted in March for assistance and was initially given a $5 offer for setting up automatic bill payments. After further communication, a supervisor eventually granted a $38 discount for 6 months, yet the subsequent bill remained at $[redacted]. Following up, no record of the prior call was found, and a reference number was provided with the assurance of a response within 7-10 days. However, no communication has been received since. Desiring acknowledgment as a long-time customer, despite being just one of many, the $38 discount holds significance for the average working individual. A prompt response is requested.

I recently subscribed to Direct TV, home phone service, and internet about a month ago on the Direct TV website. After visiting the website, I called the provided number to complete my order. The Direct TV agent I spoke with was helpful, and I agreed to a $68/month rate for the first year, with a return to regular pricing afterward. The agent also mentioned a 2-year contract and included a promotion for two Visa gift cards ($[redacted] & $[redacted]) before my first bill. However, during the installation, the technician only set up my Direct TV service and not the home phone or internet. I contacted ATT/Direct TV to inquire about this discrepancy.

The new user interface features a clean and modern look, and is generally easy to navigate. However, there are two significant areas where functionality has been compromised. Scrolling in the Guide: The previous Guide allowed users to quickly jump to a specific date and time in the future, which is not possible in the new Guide. Now, users can only move forward or backward in 12-hour increments, making it cumbersome to locate and schedule future programs efficiently. Other Showings: In the old Guide, selecting "Other Showings" would display all upcoming airings of a show, including future episodes. In the new system, only future airings of the selected episode are shown. This makes it difficult to ensure that all episodes are set to record, as users must navigate through multiple steps to find and schedule future episodes effectively. There could be a potential solution to address these issues by providing options such as "Future Showings" for individual episodes and "All Showings" for all episodes. This enhancement would greatly improve navigation and usability in the new system.

I find the new television menu to be very frustrating. I am having difficulty accessing my recorded shows on the DVR, and there is a significant delay when trying to connect with Direct TV. I pay $[redacted] monthly for services that are currently inadequate. Considering switching to Dish Network as a result. Despite being a Direct TV customer for nearly two years, the recent changes have made it nearly impossible to enjoy my preferred content. I am extremely dissatisfied with the current situation.

Last night, I encountered a [redacted] error code and currently have no service. I called three times this morning to address the issue, but the technicians were unable to access my account due to system problems. Despite being told I needed a technician, I was asked to repeat the troubleshooting steps again. Now, I am at work without service as scheduling a technician has become challenging. This situation is unsatisfactory, considering my long-standing loyalty to Direct TV. I request immediate assistance and would like to escalate this matter to management promptly.

Subject: Frustration with Equipment Return Process I have been dealing with significant frustration over the return of my HD/DVR box. After the initial box failed to arrive, Manager Richard (AQ4005) assured me a replacement would be delivered by Wednesday of the following week. Unfortunately, it did not arrive. After multiple calls, I was informed to return the equipment to a UPS store and provide a reference number afterward. This convoluted process has been immensely frustrating, especially considering my loyalty to the service since [redacted]. I have stressed that I do not have a Direct TV router, as indicated by my bill. The miscommunication and delay in sending the replacement box have resulted in significant inconvenience. I am now waiting for a new box to arrive at my current address, hoping for a timely delivery to avoid further issues. Kind regards, Lori

I am having trouble navigating the new menu on The Forum. Finding my To-Do list and accessing Manage Recordings has become a challenge, as the layout is not user-friendly. Additionally, the Info screen requires scrolling down to see the recording date, and determining the length of a program before playing it is difficult. The update also removed a program I had saved to share in the future, making it frustrating as the series is unlikely to be aired again. The current system makes it hard to browse recordings and select specific episodes easily. Some users suggest a Cheat Sheet, which I have not found, and the directions I printed do not improve the situation. Many negative comments on the website echo my sentiments, as a long-time subscriber, this is the worst service experience we've had in the past 20 years. Regarding another issue, Chicago's Channel 20 briefly went off the air, and I hope DirectV can include it back in their lineup like other cable companies have done.

On April 16th, our service was closed as requested due to relocating up north for health reasons with my husband. I phoned two weeks prior to the move to request the closure, and was informed that boxes would be sent for returning the equipment. Despite six phone calls, a bill for $[redacted].50 for unreturned equipment, and assurances that FedEx would deliver the boxes on Tuesday, the issue persists. I am prepared to return the equipment but refuse to pay for items I have not been instructed on how to return. I provided my information five times with no resolution, and my neighbor, Mr. Roy Price, tried to assist but was treated poorly by an agent. I am highly displeased with this treatment and seek a prompt resolution. My address is [redacted] Glen Abby Lane, Winter Haven, Florida [redacted], but please deliver the boxes to Mr. Roy Price at [redacted] Glen Abby Lane, Winter Haven, Florida [redacted], as I have moved. Urgently, send the boxes to close this matter. Thank you, Laura.

I am very disappointed with Direct TV. In February [redacted], a technician visited my home to adjust the satellite wiring. He did a great job but suggested I contact in spring to bury the cords using a trencher. When I called this week, I was transferred between multiple departments. Each person assured me the next one could help. I had to repeat my information each time, which extended the call to FIFTY MINUTES before being disconnected. Despite stressing the urgency due to my work schedule, no one returned my call after providing my details multiple times. I refuse to call back and wait on hold. Please take care of scheduling the burying of the wires and removing a wire from the exposed root of the red maple in the backyard. Do not ask for a callback; reach out directly to me instead. My account with Direct TV is under [redacted], listed under Pre-paid Legal, bundled with AT&T services. I am Robert W. Pereira and have been contemplating switching providers due to cost and poor customer service. Please refrain from offering promotions to retain my business.

After being a customer for over twenty years, I am disappointed with the recent decline in customer service. My bill unexpectedly increased by $31.00 because my credits expired after 6 months. Despite speaking with four different representatives today, the issue remains unresolved. As a loyal customer, I believe I should receive credits throughout the year. Currently, I am paying $[redacted].62 for the Premier Package, Movies Extra Pack, RSN fee, and additional receiver fees, which is a significant increase from my previous bill. I feel frustrated that new customers are offered better deals while loyal customers like me face higher costs without continued discounts. The lack of appreciation for long-standing customers is disheartening, and I am considering cancelling my service. It is disheartening to receive such poor treatment after two decades of loyalty.

I recently responded to an offer to return to the Directv Choice program at $29.99 plus taxes, with an additional $7.99 for the regional sports program. When I received my bill for $52.49, I called the billing support team, who informed me that I had actually signed up for a $50.00 per month service. During the installation, the technician requested me to sign his device, which seems like a bait-and-switch tactic that is illegal. In addition, I was warned that if I cancel, I would be responsible for the two-year contract fee. Even though I appreciate the Directv service and have been a loyal customer for over a decade, I am disappointed by the way this situation has been handled. I believe they should honor the original $29.99 offer that I signed up for.

My name is Cynthia B. I have been a customer of Direct TV for many years. Today I tried to inquire about my bill and got transferred to representatives in Asia and Mexico. Despite it being a weekday during business hours, requesting a transfer to a US-based representative was unsuccessful. It was frustrating that a company serving the US population couldn't connect me with a representative in the United States. I tried local AT&T stores, but they faced the same issue. The language barriers were evident, especially with the representatives from Asia. It became more bothersome as I had to repeat myself to someone struggling to understand English while reading from a script.

Due to severe flooding in Deep East Texas, we were relocated to an apartment managed by the same owners where satellite dishes are not permitted. Despite being assured multiple times that there would be no early termination fee, I was charged. As a person with a disability on a fixed income, this unexpected bill increase is extremely burdensome. I have forwarded a documentation letter from the apartment complex that DirectTV faxed to me, proving my case. My monthly bill has skyrocketed from an estimated $[redacted] to nearly $[redacted]. I urgently need assistance in resolving this issue. My previous address was [redacted] Lone Star Road, Lufkin, TX [redacted], and my current address is [redacted] South First Street, Apt. #[redacted], Lufkin, TX [redacted]. Thank you for your help.