DirecTV Customer Service Issues

I encountered issues with my Genie 2 system involving certain functions such as on-demand, movie channel rewind, and Alexa integration not working. Despite escalating the problem, there was a lack of communication for two months. Upon reaching out, I was informed that my 90-day warranty had expired and I would need to pay for assistance. Eventually, a technician visited on the last day of the warranty to address the concerns, only to reveal that these functions are not supported on the new Genie 2. I requested a partial refund due to the limited usage over the past three months, mainly for on-demand services, but was informed that as on-demand doesn't have a specific fee, no refund could be issued. Now, I am advised to request my old Genie 1 back, which although slower, was more reliable. The situation is frustrating, especially since I am hesitant to cancel my Directv subscription due to having NFL Sunday Ticket.

I've been struggling to make a payment for my bill for over a month. Every time I call, I'm either put on hold or transferred numerous times. Unfortunately, I can't access my bill online because my accounts were never linked as promised when I called months ago. When I log in, I can only view my AT&T bill, not my DIRECTV bill. I reached out to customer service and tried to chat online. The representative in the chat reset my password to Directv1, which only added to my frustration. The person I spoke to on the phone mentioned she was in collections and couldn't assist, advising me to talk to customer service instead. After being put on hold and transferred multiple times, I had to end the call. I really need DIRECTV to fulfill its end of the contract. I am genuinely trying to pay my bill, but I am unable to access my account summary.

Last week, I had Direct TV and AT&T services scheduled to be set up. AT&T arrived at 8:30, while Direct TV arrived at 10:30, only to tell me in less than 10 minutes that we couldn't have Direct TV due to no signal. After spending 4 frustrating hours on the phone and speaking to 19 different people, I reached a dead end. A Direct TV sales representative then showed up at my door, unaware of the previous technician's assessment. The company claimed the technician tried to call at 8:30 without any answer, which I found hard to believe as no call was received. Despite the AT&T tech suggesting it was possible to set up Direct TV, my request for a second opinion from Direct TV fell on deaf ears. I just wanted clarity on whether Direct TV was feasible for us, but so far, no resolution has been reached. It's disheartening to deal with such poor service after already having limited options for internet and TV. I am hopeful that a senior tech supervisor or manager can visit my house to provide the second opinion I've been seeking, allowing me to make an informed decision on continuing with Direct TV or exploring other service options.

Earlier this year, I bought a new 4K TV and a representative from your company came out to replace my receivers. They swapped them for a tower and 5 mini-genies. I assumed this change would give me access to 4K shows. However, after receiving a message about a 4K Leonard Cohen show, I realized I couldn't watch it. When I inquired, I was informed I needed a new box for $[redacted]. The representative offered a discount but couldn't install it before the show. Frustrated, I declined, questioning why this requirement wasn't explained when the upgrades were done. I want to watch future 4K content without additional costs and feel disappointed by the lack of information. Could you connect me with someone in your company who can assist with this issue? Thank you. - K.M.

I have spent 2 hours trying to reach someone from the "RV" Team, speaking with 17 Customer Service Representatives, sharing my information repeatedly, only to discover none of them can assist with RVs or connect me to someone who can. Despite clearly explaining my needs each time, no one was able to help or transfer me to the right department. I even asked for a transfer to a US representative but was unsuccessful. It's frustrating when representatives can't assist properly or transfer calls effectively. This doesn't seem like an efficient way to attract new customers. If someone reads this, kindly have a relevant department representative contact me at [redacted] between 8:00 am to 8:00 pm PST. - Don M.

I have returned the equipment I was being asked to send back. Despite this, I am still receiving harassing calls and letters from the collection agency regarding unreturned Direct TV equipment. I want to clarify that all equipment was returned on 07/06/18 at FedEx store [redacted], as evidenced by the attached receipt. Direct TV has confirmed receipt of the equipment multiple times since July. I have already spent a significant amount of time trying to resolve this issue with Direct TV, and I expect Credence Resource Management LLC to acknowledge this in writing and cease all communication after sending the confirmation letter. Any failure to do so will prompt further action on my part. Direct TV has assured me of receiving the equipment, and any further verification should be sought directly through them.

I contacted DTV last night and spoke with a service technician whom I had difficulty understanding. I encountered a [redacted] error and despite her attempts to troubleshoot, she mistakenly worked on the wrong receiver, causing both units to go down. She was unable to reactivate them and advised new receivers would be sent in a week, leaving me without TV. After speaking with Manager Ian without a resolution, I insisted on a same-day fix, which was not met. The proposed week-long wait for service is unacceptable. I urgently need this matter resolved today and the receivers reactivated. -Vince K. 20-year customer

We have been experiencing an ongoing issue with our DVR programming with Direct TV. Despite contacting them multiple times, the problem persists. When trying to access recorded programs, they do not show up, requiring us to reset the DVR, disrupting all TVs in the house and causing others to miss their shows. This has become a recurring inconvenience that we have reported without resolution. Considering the fees we pay for programming and equipment service, we expect better service and a prompt fix to this problem. It is disappointing that a company would not prioritize customer satisfaction to uphold their reputation. So far, we have not seen the level of care and attention we expect from Direct TV.

I was in the middle of writing my complaint to Victor in the chat room when I got disconnected. Could you please follow up on my issues? My name is Helga Keonitzer. This is the second time I have tripped over the DirecTV cable. If I injure myself, I will take legal action. Your technician has visited twice after long phone calls with DirecTV. It's difficult for me to communicate on the phone due to my hearing impairment, but it seems like that is not taken into consideration. I need the cable fixed, the DirecTV sign placed on a pole, and measures taken to prevent my dog from pulling the cable and causing damage to my house. When can you come out to resolve these issues without creating more problems? I'm frustrated with the lack of customer service from DirecTV and the ordeal I face every time I try to contact them. Please email me your plan of action instead of calling, and also inform me of the repair schedule. I'm tired of the cable being a hazard, and I expect this issue to be addressed promptly. Helga Keonitzer

I have gone through numerous surgeries and I am very sick, needing help to have my service restored. I hope to be treated fairly by the agents and not be given a payment plan without my authorization. It would be appreciated if they could allow me to pay on the first as requested. Customer service should prioritize helping customers rather than being rude or unhelpful. I have encountered agents giving me false information several times, which has been frustrating. All I am seeking is assistance to get back on track with the service. Please reactivate my service as it is my source of entertainment while I recover. Thank you in advance.

Last year, with the previous operating system, I used to easily search for Christmas movies within the next 30 days to plan movie nights with my family. However, with the new operating system, I cannot find a specific Christmas movies tab. Now, I have to individually search for each movie, which is time-consuming and inconvenient. The old tab was helpful because it reminded me of movies I had forgotten about. I also encountered the same issue with Halloween movies. The only movies tab available now is the Discover Movies tab, which directs me to paid movies. I already pay $[redacted] a month for Direct TV, so I do not want to spend more money. I hope this can be addressed and improved soon.

I contacted DirecTV in September [redacted] and again in February [redacted] regarding the moving plan for my 3 DVR's to be relocated from Norman, OK, to Meridian, OK. Advised to suspend the DVR's since the new home was under construction, I complied. Unexpectedly, in June, all DVR services were shut off due to the suspended equipment. When trying to have the service reinstated and moved to the new location, an AT&T/DirecTV technician encountered errors as my account only showed one device as active, the HR24 from my farm. Despite multiple attempts to explain the situation to customer support, the issue persists with no resolution. Assistance in resolving this matter would be greatly appreciated.

To whom it may concern, I am writing as Joshua L., an Active Duty Military member currently deployed for 7 months. I contacted in May to suspend my account, but a bill came out after I left. I've been paying for unused service and now have a past due balance. Being far away limits my ability to resolve this. Please consider assisting me with this issue given my circumstances. I hope to return home without this worry. V/r, J.L. (Account Number: [redacted])

I placed an order with Directv 11 days ago. I received a confirmation email with the correct package and equipment information. The email mentioned a call within 72 hours to schedule installation. I received this email on 11.16.[redacted]. I am still waiting for the call. My phone number is [redacted]. I've called twice but each time was told my case was escalated. I'm waiting for installation at [redacted] S Lonnie Ln, Millwood, KY [redacted] for Shirl or Steve Coulter. We were loyal Directv customers at this address for years. Due to family issues, we were away for over a year, but we left in good standing, always paid promptly, and returned all equipment. Reconnecting has proven challenging. Our old account number was [redacted], and I think it's the same for this installation. Please assist!

I expressed my frustration about waiting for hours to log into my DIRECTV NOW account. After threatening to switch to Sling TV due to the lengthy login process, they offered me a free month as compensation. However, when I finally logged in after four hours, the representative denied giving me the credit. I had already subscribed to Sling TV by then. I only considered continuing with DIRECTV for a chance to experience better customer service but was disappointed. I suspected one representative of fraud since they had my card details. Another refused the credit despite my earlier interaction. The whole ordeal lasted from 12:30 a.m. until 4:30 a.m., with no resolution except logging me in, which was no longer necessary since I had switched to Sling TV. I had informed them I would proceed with Sling TV if the issue wasn't resolved promptly.

My 91-year-old father was convinced by a phone solicitor to change his TV package, promising a bundle for $[redacted] a month. After they set up the TV part, they told him to contact AT&T for the phone and internet, but AT&T doesn't cover our area. We tried Frontier and Optimum, but had bad experiences with them. When we told DIRECTV to cancel within 48 hours due to different prices, they said we'd have to pay a $[redacted] fee. They assured us they would send instructions by email on how to return the items, but we haven't received anything. Please send it to dzines@yahoo. My phone number is [redacted]. - Joseph D.

My name is Lee Rogelstad and my account number is [redacted]. I signed up for Direct TV a year ago fully aware that my bill would increase after the first year, but I did not receive any written confirmation of the final price. I only have rough notes indicating it would be around $[redacted] or $[redacted]. To my surprise, my recent bill from AT&T came in at $[redacted].25, which was higher than expected. Had I known the cost would rise by that much, I would not have subscribed. Feeling frustrated, I attempted to inquire about cancellation fees by calling [redacted], but after being transferred to six different departments, I was unable to get a clear answer. AT&T appears to lack a proper customer service department, leaving me feeling stranded. I am considering canceling my subscription unless this issue can be resolved promptly. Thank you.

Yesterday, a technician visited to upgrade the old receiver. However, the new one he brought didn't work. During his visit, he pressed the reset button on the old receiver, and it has not functioned since then, despite working prior to the reset. Despite multiple reset attempts, the receiver remains stuck at "receiving satellite info." A system test showed that the dish requires alignment, though two other receivers connected to the same dish are working fine. I contacted the DTV tech line, and they attempted to reset the card without success. Unfortunately, due to poor cell reception, I couldn't be present by the TV at the time of the call. I would appreciate any assistance in resolving this issue, preferably via email or text. My receiver ID is 0[redacted] [redacted], and the account is registered under phone number [redacted]. Thank you for your help.

I requested the sports package be removed from my bill two months ago. Despite it being turned off immediately, it reappeared on last month's bill. After calling customer service, I was assured it was removed. Upon receiving my new bill today, the sports package is still present, even though it was not on the last bill. Today when I contacted customer service, I struggled to hear the representative due to a noisy background and a strong accent, making the conversation challenging. In the past, when we were only with Direct TV, the customer service experience was pleasant and issues were resolved. The website is frustrating as it redirects me to purchase products rather than addressing billing matters. The language barrier with your representatives and the background noise make communication difficult. I have not had the sports package for two billing cycles, so I will remedy my bill until this issue is resolved. I am considering switching companies as Direct TV was never this troublesome or unprofessional.

I have been a customer for many years, but my equipment needs updating. I pay $[redacted] a month for services with too many unnecessary channels. The remotes are faulty, and the DVR is slow. I am considering switching to DISH due to their appealing offers. However, I prefer to stay with DIRECT TV if I can get a better deal. I have (3) TV sets, with (1) box to record and (2) plain sets. I would appreciate if DIRECT TV could update my equipment and reduce the price. My account number is [redacted]6, and the email on the account is [redacted]