DirecTV Customer Service Issues

I received a letter from the HOA requesting that I move my Direct TV dish to the backyard. I scheduled an appointment for Monday, March 11th from 8:00 am to 12:00 noon and prepaid for the relocation. When I checked the DirectTV website, I saw that the appointment was rescheduled to Tuesday, March 12th without consulting me. After contacting DirectTV, we rescheduled for Saturday, March 16th. The technician arrived, but didn't have the necessary equipment for a two-story house. Another appointment was set for Sunday, March 24th, which was moved to Monday, March 25th without notifying me. This rescheduling occurred again for April 2nd, which didn't work for me. After multiple frustrating appointments being rescheduled, I took another day off for April 8th, only to find out it was moved to Tuesday, April 9th without my consent. This experience has caused me to miss multiple workdays with no progress on relocating my dish.

1. The "On Demand" feature is only functioning on certain channels, and when attempting to watch a missed program, the Receiver switches to another channel claiming it's not included in my package. After spending over an hour troubleshooting, I was told the issue would be escalated to engineering with a promised call back. Unfortunately, it has been weeks with no follow-up. 2. Billing problems have persisted, and with the new upgraded system, I was informed I could alter my billing date. A year ago, I was told this was impossible, with a grace period extending past the 1st of the month for slightly delayed payments. Nonetheless, a late fee was applied to my February payment, even though it was only six days overdue. Despite being a loyal customer for 20 years, the service experience seems lacking, with difficulties in communication and resolving issues effectively.

We are experiencing difficulties receiving local channels. Our service was installed a week ago, and despite two technician visits, we still face issues. The TV guide displays the wrong time zone, as we recently moved from Dallas, TX, to Charlotte, NC. I suspect our account location remains set in Texas. The technician contacted your support team on-site to update our information. We were assured it would be resolved within 5 hours, but it has been 6 hours since then. I urgently request a call back as we have not had complete service during our first week in our new residence. Thank you.

Account number [redacted], under the name of Eric Miller, was cancelled on 25th March [redacted]. On the 9th of April [redacted], between 10:30 AM and 11 AM Central time, a call was made regarding the non-receipt of a return kit for a DVR and an additional receiver. The call lasted over 40 minutes and no resolution was reached. Despite the agent claiming that a return kit was sent, skepticism remains. A promise of sending another kit was made but device model information was required. Difficulty arose as this information was not available without access to the devices at home. The call abruptly ended before a solution was found. Frustration mounts, and the intention to switch from AT&T/DIRECTV to another internet provider is clear. Eric vents and expresses dissatisfaction, vowing to share this unfortunate experience with others.

On 2/28/18, I signed up for DirecTV Now for the Apple TV offer, which included a 3-month service trial. After believing I had successfully cancelled post-trial, I discovered I was still being charged every month until today, 4/9/19. Despite not using the service, I continued to be billed. Support helped me officially cancel today, issuing a $20 refund but explained they couldn't refund prior charges due to it being a pre-paid service. I'm seeking a refund for the unused months as evidenced by my lack of access records. The cancellation process seemed overly complicated with multiple steps and live chat confirmations, making it frustrating. Looking forward to a resolution. - C. F.

We are relocating to another state and our new apartment complex requires written permission for Directv. Our new location is surrounded by trees, so we are unsure if we can get service. When I contacted Directv to suspend our service from April 23, [redacted], the agent I spoke with struggled with English and said I couldn't suspend the service yet. However, I'm unwilling to pay for service I won't be using as we won't be in our new place until April 30th. I am reaching out for assistance in suspending our current service and arranging for a technician to check if we can receive service at our new place without mounting the dish on the roof. We have been loyal customers since [redacted] and if service is possible under our new leasing rules, we intend to keep Directv. Thank you. - L. Carr

It appears that my Directv package was upgraded from the Select plan at $74 per month to the Ultimate plan at $[redacted].99 per month with HBO and Showtime at $30.99 per month without my approval. I did not request this upgrade and am concerned about when this change occurred and why it happened without my consent. I am requesting a refund for the difference from the time of the upgrade until now. I originally only wanted the basic bundle that included basic TV and internet services that I initially signed up for.

I empathize with my recent customer service experience. I feel that the supervisors abruptly ended our call, which can be confirmed by reviewing the recorded conversation. Despite the helpfulness of the agents, I've been struggling for hours to access my DirecTV and HBO apps. Being a loyal customer for over 2 years, I believe it should be easier. Interestingly, when my friend used her login credentials, she connected effortlessly. However, my login details consistently fail with messages like "NO RECORD OF THIS EMAIL OR NO RECORD OF THIS ACCOUNT." This situation is extremely frustrating, and I am contemplating canceling the service. My account number is [redacted]46, under the name Werner Cantrell. I hope there is a solution that can be provided soon.

We have been loyal customers for over two decades. Last year, my husband spent over 2 hours negotiating a discount, starting at $93.97, then increasing to $[redacted].72 and further to $[redacted].72. This month's bill unexpectedly spiked to $[redacted].32 after the previous discount expired. We were assured that we could renegotiate once the discount ended, but the significant price hikes are unreasonable. We value our long-standing relationship with your company and would like to continue paying the previous rate of $[redacted].72. Unfortunately, we lack the time to spend another 2 hours on the phone. If we don't receive a response soon, my husband will be contacting you to cancel our account. We are also seeking a refund for the $[redacted].72 overcharge and an adjustment for the current $[redacted].32 bill. Please get in touch with us promptly. Thank you.

My mother's service needs to be cancelled. She is 86 years old, has difficulty hearing and seeing, so I manage a lot for her. Despite calling to stop the service, I have not received any related emails. I was promised an email with instructions for returning the equipment, but it never arrived. I have called three times since March 10th and keep getting different information. It was mentioned that the equipment must be sent back within 20 days of service cancellation, but I lack the mailing box. The account was under Beryl Olson, account number [redacted]. The address for return is [redacted] Kiser Rd, Ethel, WA [redacted]. My contact number is [redacted]. Please provide a mailing box and email me the instructions for returning the equipment. Thank you, Dawn.

I had an appointment scheduled to repair my cable box, but the technician never showed up despite multiple calls assuring me they were on the way. I had to take time off work and ended up speaking with a subcontractor who was unhelpful and even hung up on me. I lost a day's pay on April 20th in Milwaukee, Wisconsin because of this. I've been a customer for 10 years and this experience has left me very disappointed. The person I spoke with lacked problem-solving skills and proper training. It is important for all team members to be on the same page and provide better service. Training or retraining is necessary for the individual involved. - Gerry Turner

I am experiencing issues with my local channels, through channel 54, for the second time in less than a month. Approximately a month ago, I spoke with a customer service representative named Susan regarding this problem. A repairman was sent to my house after a week to address the issue, which was explained to take a couple of hours to fix. However, upon arrival, the repairman was unsure of the problem until I explained it, and he was able to resolve it by making a simple adjustment indoors. Unfortunately, this issue has recurred. Since the installation of new equipment, I have been facing problems, disrupting my access to local news. The service was down since Friday, April 19, and despite reaching out once with no response, the problem remains unresolved. I hope that Directv can address this matter promptly to ensure it does not happen again as promised by Susan.

I recently received a collections letter from Direct TV stating I owe $[redacted].00. I cancelled my contract early due to a move and being unable to get service at my new house. My original bill was $50 to $75 a month, not $[redacted]. I was told the $[redacted] was my last bill, which I believe is incorrect. I've been struggling to reach the right person for help via phone. Our service was at [redacted] Waketon Rd, #10, Flower Mound, TX [redacted], and we moved to [redacted] Belleville Dr, Lewisville, TX in November. After scheduling a setup that never happened, I discovered I needed a new phone number due to a system issue. Not wanting to change my phone number, I returned the equipment promptly. I was assured by a Direct TV representative that I wouldn't incur more fees for canceling early under these circumstances. It's been a frustrating experience, and I hope this issue can be resolved without impacting my credit. If this is the wrong department, please forward my concern to the appropriate one.

Good morning, I am hoping to connect with someone who is knowledgeable and reliable. I recently started with ATT-Direct TV about 2 months back and encountered a few issues: A) Antenna installation: 1) The installer left around 30 years' worth of thin black wire on my lawn, which is causing trouble for my lawnmower. 2) He took my post hole digger and left a broken yellow-handled one. 3) The antenna post was not placed where I had expected. B) TV: 1) Unable to fast forward through some recorded programs due to adverts. 2) When skipping adverts, it often jumps too far ahead, making it hard to resume watching where it left off. C) I've struggled to reach someone knowledgeable over the phone after spending over 4 hours on three different days. It's been frustrating as they seem unhelpful. Thank you for your attention to this matter. - F. Bryan MD

I have been a DirecTV satellite subscriber for a long time, but the account was mistakenly put in my wife’s name by Verizon years ago. Despite payment history under my name, changing details with DirecTV has been a constant struggle. Every time I try to make a change or get support, I am required to have my wife present for verification, which is inconvenient. Today's customer service experience was incredibly frustrating. I spent three hours on the website and calls with four outgoing calls and one incoming call without resolution. The DirecTV website seems to make it difficult to find human contact numbers, but I discovered gethuman for assistance. For those looking to rejoin DirecTV after being misled by a promotion, there is a dedicated "ring back" number for re-subscriptions: 888EEE0804. Good luck to anyone facing similar issues!

I feel frustrated with the overcharge from AT&T and their failure to acknowledge the agreement we reached. I fell for a special "Welcome Back" offer, receiving an equipment return box after canceling their service last year. After numerous calls and discussions, we struck a deal that AT&T is now refusing to honor. It appears that AT&T is using their bureaucracy and international support staff to hide, making it challenging to reach someone with proper authority.

I have been in contact with the Philippines customer service center since 4/24 (today is 4/30) regarding an issue with adding HBO to my account. Despite the kind and apologetic representatives I have spoken with, there seems to be a persistent technical error preventing the addition of HBO. The timeline for resolving this problem has been shifting, with estimates ranging from 30 minutes to 12-24 hours, and now potentially 3-5 days. I am eager to ensure that progress is being made. While I can access HBO through Hulu, I prefer to continue using Directv. Additionally, I was initially offered HBO for $9.99/year, but Alan from Customer Loyalty provided me with a confirmation number ([redacted]) and stated that HBO would be complimentary due to the ongoing issues. My primary concern is whether I will indeed receive HBO as promised.

Hello, after discussing this with several representatives, I believed the young lady in Arizona had successfully resolved the issue during the initial contact. She informed me there would be no early termination fee because my son had relocated to a place where satellite installation was not permitted. However, I recently noticed that the latest statement includes a $[redacted] early termination charge despite what I was told. The account number is [redacted] and was originally registered with an address in Kentucky, but my son now lives in Bloomington, Illinois. The billing address indicated is my own in Illinois. Since the account is set up for autopay, I am seeking clarification on why there is now a cancellation fee when I was assured otherwise. Thank you.

My name is Ernestina Berumen and I'm located at [redacted] W. Clarendon Ave, Avondale, Arizona, [redacted]. After being a Direct TV customer for 3 years, I sadly experienced terrible customer service. I feel disrespected and disappointed by their lack of accountability and integrity. Despite my clear instructions to use my credit card for a payment on April 19th, Direct TV mistakenly debited my bank account without my consent. I have been trying to resolve this issue for 2 weeks and have encountered unhelpful customer service representatives who seem incapable of handling the situation properly. I was promised a refund but have not received it. I was falsely informed that the payment would be reversed, but it never happened. Supervisor Christine #[redacted] seemed promising, but even she couldn't rectify the situation. On May 2nd, I was informed that my refund request had been denied. I just want my $[redacted].24 reimbursed as initially agreed.

Yesterday, we were scheduled for a Direct TV installation between 8:00 and 12:00, but your technician did not arrive until 4:00 and finished by 6:00. My wife spent two frustrating hours on the phone with offshore customer service, which was incredibly rude and unhelpful. They had poor English skills and could not provide any information about the installer's arrival time. After being transferred five times and having to explain our situation repeatedly, we were simply told to wait with no specific time given. We were stuck at home all day with no updates. Eventually, customer service promised us compensation for the inconvenience, but all we received was a $5 credit after my wife called again this morning. It is evident that Direct TV lacks concern for its customers, and we are worried about receiving assistance in the future. We are seriously considering canceling our service due to these ongoing issues. I hope to receive a response addressing these concerns and improvements to your customer service.