DirecTV Customer Service Issues

I have been a DirecTV customer since [redacted]. I scheduled an appointment to upgrade my equipment, but the technician did not arrive. This happened two more times with subsequent appointments. Despite calling DirecTV and speaking to pleasant agents, including multiple requests to speak to a supervisor in Massachusetts, I did not receive any assistance. Frustrated with the lack of accountability, I am considering switching to Comcast/Xfinity. My DirecTV account number is [redacted]4, and my name is Stephen Bernstein. Residing in the Boston area, I have faced three instances of missed appointments without any notifications, resulting in lost workdays.

I had a medical procedure scheduled for 11/29/[redacted] but had to cancel due to a new equipment installation by your tech department. I called multiple times to verify the appointment, but was put on hold for long periods and eventually disconnected. After a dispute about the appointment date, it was changed without notifying me. The customer service experience was poor and the tech who came out made the problems worse. I am requesting a new tech to service my TV instead of the installation. I expect the discount promised due to the inconvenience. As a retired employee of Direct, I find the quality of service to be unacceptable and will make this known.

My name is Lisa P., with passcode [redacted] and phone number [redacted]. Yesterday, I spoke with 8 different customer service representatives for an hour and a half, but unfortunately, they were not able to assist me effectively. Despite explaining the issue multiple times, I was repeatedly transferred to the wrong departments. My current bill is incorrect as I have been charged for NFL Network, a service I cancelled in December last year and never wanted back. I paid $[redacted].00 twice erroneously due to this error by AT&T. A representative did credit my November bill, leaving me with a $72.00 payment, but my December bill should not total $[redacted].00. I had agreed to a $75.00 bill amount. If this matter is not resolved promptly, I will seek legal counsel. Effective communication with fluent English-speaking agents is crucial, and I urge AT&T to retrain their customer service representatives to avoid such issues in the future.

I requested whole home DVR and HD service on approximately November 22, [redacted], and had an installation appointment scheduled for Thursday, November 29, [redacted]. I received an email in the morning stating that the technician would arrive between 8:40 and 9:10 AM. However, at around 11 AM, I checked the website, which indicated that the technician was already on the premises, even though he had not yet arrived. The technician showed up around 11:30 AM and proceeded to install the new hardware and antenna. The installation seemed rushed and unprofessional, and unfortunately, the system is not functioning properly. After contacting Tech Support the same afternoon, I requested a second service call to complete and correct the installation. I was informed that another technician could not come until the following Tuesday. After speaking with Supervisor Lee Ann (Badge #LW112F), she promised that the local installation team would contact me the next morning on Friday, November 30, [redacted]. I have not received any follow-up communication yet. I would like to get this installation issue resolved promptly, have the system working correctly, and ensure efficient service from Tech Support, especially considering the charges have already been applied to our account for the January due date.

Yesterday, I encountered a [redacted] code issue with my service. I followed troubleshooting steps but had no success. I reached out to customer support at 1 [redacted] and scheduled a service call. The technician was supposed to arrive between 4-8 PM, so I waited 4 hours, impacting my work. When the technician didn't show up, I called back and was informed my work order was "on hold". I was frustrated that I wasn't notified about the delay. The customer support representative rescheduled a service call for today between noon and 4 PM. Finally, the technician resolved the [redacted] problem, causing me to lose an additional 2 hours of work time. I believe a $99.00 credit for the service call is reasonable compensation for the inconvenience and loss of service over two days as a loyal 19-year customer. I hope the company values my satisfaction.

I recently switched to DirecTV Now two days ago. I can only access it on my phone, but I'm still being charged for the service. I tried changing my password and user ID, but none of them seem to work. I was considering getting one of the streaming boxes that you offer, but I'm unsure how to proceed. I've been a customer of traditional DirecTV for 5 or 6 years, but the transition to DirecTV Now has been challenging. I want to watch TV but I'm unable to access it on my phone or through my Roku stick. I contacted the company, and they mentioned a $99 fee to restore the service for 3 years, which your company claims is not accurate. I'm trying to reach DirecTV for help, but have been unsuccessful so far. I need assistance in getting my Roku stick reactivated, as I was under the impression it would be free as part of my initial sign up with ATT.

Account #: [redacted]23 Receiver History – HR24/[redacted] [ID: 0[redacted] [redacted]], installed on 5/20/13. On 5/12/18, I encountered issues with my receiver. After discussions with agent Jody [ID JQ755D], it was determined I needed a new receiver. Initially, a fee was mentioned, but it was later waived after consultation. On 5/12/18 at 9:45 pm [EDST], an email with order Confirmation Number: [redacted]70 was received, stating additional fees and a new Programming Commitment of 12 months. I spoke with Jason [ID [redacted]] on 5/14/18 at 1:11 pm [EDST] regarding the receiver problem. A new commitment was proposed, but after further review, it was determined no new contract or charges were necessary. Following a conversation with Carlos [ID CJ279J, Installation] for appointment scheduling, no further contact was made since May. On 11/28/18 at 8:22 pm [EST], Kat was unhelpful during a call after the receiver failed. Subsequently, a call with Ms. Hart on 11/29/18 resulted in a scheduled installation for 12/7/18. I urge Direct TV to fulfill the service I am paying for, as I have been a customer since [redacted]. Ellis Serdikoff

I had two frustrating phone calls today, lasting almost an hour each before one abruptly ended. The service is subpar considering the high prices. During installation, the technician accidentally scratched my car and left a mess in my yard. The inconsistent billing is confusing, with charges fluctuating without clear explanations. The service itself is plagued with technical problems like freezing screens and recording mix-ups. Despite my previous attempts to address these issues with customer service, there is no record of my complaints until now. I am considering switching providers due to these ongoing issues. I am hoping for a more respectful technician and a fair adjustment to my bill. I am seeking help to resolve these issues efficiently without another lengthy phone call.

I am a Cricket Wireless customer through the Albertville, Alabama location. I did not sign up for DirecTV Now but four months later, I noticed a $40 charge from them on my bank account. Despite contacting several numbers provided, I am being directed back and forth without a resolution. They advised me to log into my account online to cancel, but I never set up an account. I do not have the account number or password. This situation is frustrating me, and I seek assistance to resolve it promptly. Thank you.

I was contacted by a representative on 11/12/18 who offered me "FREE" HBO and SHOWTIME. Despite my repeated inquiries to confirm its free nature, I later discovered a $30.99 charge on my December bill for these services. Feeling deceived, I called customer service to resolve the issue. Initially, the representative claimed I personally ordered the services, which I disputed as untrue. Furthermore, she mentioned a future charge for SHOWTIME after 3 months, which puzzled me since I was already billed early. After several unproductive discussions, I requested to speak to a supervisor. Despite being repeatedly disconnected, I finally spoke to Hector, who acknowledged the initial call and agreed to credit my account for the charges as a one-time courtesy within 24-48 hours. However, the credit has yet to appear on my account. I believe this situation needs investigation as I never authorized these services that were supposed to be free.

I recently had new service installed, but unfortunately, I am facing multiple issues. One of my TVs is not working, I am unable to access on-demand content, and there are several missing channels compared to my previous provider, Dish. I was assured that I would not lose any channels during the switch. When I tried to resolve these problems over the phone, I had a frustrating experience. I was transferred multiple times and eventually connected with someone overseas who had difficulty understanding me and suggested restarting the whole process. After speaking with five different representatives, I decided to end the call out of frustration. I am greatly dissatisfied with the service and believe I was misled during the sales process at Sams Club. Furthermore, the technician who installed the service inadvertently cut the wires to my Dish satellite, making it impossible to revert to my previous setup without incurring additional costs for a service call. Considering these challenges, I would like to cancel my DirecTV account (Account Number: [redacted]2) and return the equipment. While I appreciate the offer of a $[redacted] gift card, my priority is finding a satellite provider that values its customers. I had high expectations for DirecTV but have been sorely disappointed. Sincerely, Pat L.

I am requesting a $[redacted].00 credit to be applied to my account, as I was wrongly charged for a receiver I did not owe. Last August, my secondary TV receiver malfunctioned. Directv informed me that I needed a replacement, but when it arrived, I encountered setup issues and had to seek help online. Despite installing the new receiver, I still faced issues and later discovered both TVs were not working correctly. After contacting support, it was revealed that the wrong receiver (#HR44/[redacted]) had been sent. A technician visited, corrected the problem by bringing the correct receiver (#HR24/[redacted]), and restored my service by replacing both the incorrect new receiver and the old malfunctioning one. However, since the technician took both receivers with him, I have no unit to return. Despite multiple attempts through phone calls and online chats, the promised $[redacted].00 credit has not been applied to my account as of December, [redacted]. I am disappointed by the lack of customer service and urge for the prompt resolution of this issue. Thank you. - E.W.

I would like to inquire about the integrity of your sales team. During a recent visit to my local Wal-Mart, I was provided with misleading information that resulted in inconvenience and added costs. The sales representative assured me that the services offered would be compatible with my current provider, AT&T, only for a technician to later inform me otherwise. Despite being promised a package deal for internet, phone, and DirecTV for $[redacted], the reality was quite different. This experience has left me disappointed and frustrated with the misinformation provided.

I've been a loyal customer for 10 years. I have an AT&T cell phone bundled with my Directv for a discount. My Directv bill unexpectedly increased by $15 this month, straining my fixed income. When contacting customer service, I'm directed to a call center in the Philippines which is unhelpful and fails to connect me to the USA. Despite requesting the loyalty department or a billing supervisor, I'm repeatedly sent back to the queue to start over. After wasting 45 minutes, my issue remains unresolved. I need a customer service number for representatives in the USA. If this isn't resolved in 3 days, I'll have to cancel my Directv service due to this frustrating experience. Thank you.

I would like to report a complaint regarding the poor service I experienced on December 4th and 5th. The issue arose with my motorhome's Directv, and after attempting to resolve it with the agent, I was met with complications regarding a 2-year contract if a unit replacement were to occur. Despite efforts with customer service, the problem persisted until Tracy, a previous Directv employee, identified a faulty card. Following several interactions with agents like Sarah and Ella, the matter remained unresolved for an extensive period. Despite years of loyalty as a Directv customer, totaling $[redacted] per month for 25 years, the service lapses and confusion among the agents have left me contemplating alternative, more affordable options like Sling or Netflix. It's disheartening to see the decline in customer service quality and conflicting information from the company. I hope this feedback sheds light on the current service issues for improvement. Thank you.

I have been using DirectTV Now for months and have been satisfied with the service. However, I have a major complaint regarding the location of the local news channels. I reside in South Carolina, specifically between Charleston and Columbia. Instead of receiving local news from either of these cities, I am getting news from Raleigh, North Carolina, or Fayetteville, North Carolina. This poses a safety concern for me, especially during severe weather events like tornadoes or hurricanes. I have made multiple requests to have my IP address changed so that I can receive accurate local news from South Carolina, not North Carolina. If this issue is not addressed promptly, I may need to seek legal assistance as we are not getting the service we are paying for in our state. It is crucial for our safety that we receive local news from our own state. This issue must be resolved immediately as our safety, especially at our age, is at stake. Wanda R. Black

My DirecTV service is currently disconnected despite paying the bill on November 5. I had a call with support on December 1, and my bank confirmed the online payment was accepted. I paid again yesterday online, and it's still not working. Please restore my TV service promptly as I'm outside the country and unable to call. I even incurred expenses calling previously. My household has been without service for a week despite making two payments this month. I urge you to re-enable it immediately. My account is linked to [redacted] and the associated email address.

I've had a terrible experience with DirecTV's customer service. I used to pay $60.42 a month for cable, but after my one-year contract ended, they increased it to $[redacted].14 without warning. Despite promises of a refund of $65.72, it never arrived. Each time I call, I get different information, and the lack of consistency is frustrating. I hope they honor their commitment to refund me and keep my bill at $60.42 as promised. If not, I'll consider switching to RCN for my cable needs.

I scheduled service on 12/6/18 (order #[redacted]30) for installation set on 12/8/18 between 8am-12pm. I believed the time was 12-4pm, so when no one arrived by 5pm, I contacted customer service and was informed the technician was delayed but would arrive soon. Despite this, no one showed up or called. When I contacted customer service again at 7pm, I was told there was no order for me. This back-and-forth wasted my time and I ended up without service after having someone wait at the house for 8 hours. I have not received any calls or messages regarding the delay. It has been 9 days since the scheduled installation and I am still without TV. I am considering an alternative provider due to this negative experience. The communication and service failures have left me extremely dissatisfied. Sincerely, Michael M. [redacted] Vernelle LN HENRICO VA [redacted] [redacted] (wife's number) [redacted] (my number)

Six years ago, I had a Direct TV account that I closed due to service interruptions caused by flooding. After speaking to a supervisor in Puerto Rico, I returned the equipment, settled my bill, and was assured there would be no charges. Now, six years later, I am being contacted about an open balance. When I call customer service in Puerto Rico and request English, I face poor service and disrespect. I need a resolution, assurance from ATT or Direct TV that they will address this issue, clear my credit reports, and provide me with a letter confirming this. Despite my repeated attempts, I am not receiving the assistance I need. This is my second email requesting help.