DirecTV Customer Service Issues

I need to return the defective Genie Mini you replaced last month. I do not have a shipping label. The closest UPS store is [redacted] miles round trip, so I am not willing to drive that distance. Two weeks ago, a service rep told me they would ship me a box and a return authorization label. I have seen no box nor any label. My business ships daily with UPS. Please provide me a return address label so I can get this equipment returned without penalty. I am at work today, so the email address for communication with me today is: [redacted] or my home email associated with my account is [redacted] Joan Griggs, Account # [redacted]9.

I have been a loyal customer since [redacted]. Recently, as prices have increased, I found it challenging to afford the service, especially given that new customers now pay $40.00. My friends promised to assist me in managing the cost, considering my long-term membership since [redacted]. However, despite waiting for their call and support, I did not receive any help. I was disappointed by this lack of assistance. I trust that you treat your other loyal customers better. Sincerely, Darcy E.

I contacted yesterday around 5 p.m. to discuss my Directv bill and waited on hold for 1.5 hours, which is unacceptable. I called this morning, but they couldn't assist. My bill is now $[redacted], much higher than usual. Despite always paying overdue bills and having my cable reconnected in the past, they are unable to reconnect it now. I've been a loyal customer for 16-17 years and expect better service. If this isn't resolved, I will switch to Cox for [redacted]+ channels at $[redacted].99 with no contract. I prefer to stay with Directv, but I may have to switch if this is not resolved.

I need help with returning equipment. Last night, I waited on hold for 1 1/2 hours to speak with a representative about my bill. I called again this morning and spoke with a supervisor named Paul who insisted that I pay the full bill of $[redacted]. I have never had such a high bill with Directv before. Paul refused to consider splitting the bill to restore my service. Last month, your team was able to do it. I inquired why the change, but he said it couldn't be done. I've been a loyal customer for over 16 years, and it's disappointing that there is no willingness to assist. I'll need boxes to return the equipment unless this matter can be resolved.

Approximately a month ago, I canceled my DirecTV account and now need guidance on how to return the equipment. Despite the cancellation, I haven't received any communication regarding the return process. Without the account number or a return order number, I'm unable to proceed. It's disappointing that DirecTV hasn't reached out with the necessary details for the equipment return. I fear the potential penalties for not returning the items. I wish someone from DirecTV would assist me promptly.

I've been experiencing frustrating issues with my DirecTV service lately. When watching TV programs, they frequently freeze for about 15 seconds, which is very annoying. Also, episodes that I have recorded seem to disappear from my list. I reached out to customer service before Christmas and was informed that these problems were due to a software issue that would be resolved in a couple of months. However, it has been much longer, and I am considering switching to another provider as I am becoming increasingly dissatisfied with DirecTV. I used to have a better experience with the company before their merger with AT&T, which seems to have negatively impacted their services. I feel disappointed and discouraged as a customer.-L.G.

Every evening, our main receiver consistently displays the [redacted] error message despite clear weather, while the remote receiver in my girlfriend's bedroom operates without any issues. I find it troubling that DIRECTV seems to be using this situation to send pay movie advertisements, which I view as deceptive. To temporarily resolve the problem, I typically switch to another channel and back or press info on the remote, but this workaround is becoming frustrating. This is not a reception issue but rather a programming matter that should be addressed promptly to ensure an uninterrupted viewing experience. As someone with a background in engineering and communication systems, I am confident that this practice of exploiting registered frequencies for profit through service calls should be investigated and rectified without delay.

I closed my DirecTV Now account on April 4 and never received any service. Despite not using the service, I was charged $56.73 for April due to the billing cycle, which was disappointing. To my surprise, on May 20, I noticed another unauthorized deduction of $56.73. This situation is concerning, and I am puzzled as to why I am being charged. The automatic deduction was not authorized by me, and I would like an explanation promptly. A DirecTV supervisor assured me of a callback within a few minutes, but it's been over 45 minutes with no response. I'm eager to have this matter resolved. - Robert U. H.

Hello, on Sunday, May 5th, I contacted to bundle Directv and ATT services. I spoke with Christian, an employee, who confirmed service and a $19.95 installation fee. Installation occurred on May 6th and involved a new setup, unnecessary as we were long-time customers. Later, I discovered an unexpected $99.95 fee for going wireless, not previously mentioned. I learned we have two accounts: #1: [redacted] and #2: [redacted]48, both on autopay. To my surprise, internet service is not available in our area, contrary to what Christian claimed. Following 11 hours on the phone last week, speaking with 13 representatives, including 3 supervisors, the last assured me the old account was closed. However, we still receive the Western channel, indicating otherwise. I am seeking assistance to cancel the first account, refund the $99.95 installation fee, retain the Western channel on the new account, and obtain the $[redacted].00 gift card promised by Christian. Your prompt attention to these matters is greatly appreciated. Thank you for your assistance in resolving these issues. Best regards, D.W.

Hello, my name is Walter B. I encountered TV issues due to a recent storm and chatted with helpful representatives named Ronald and Sherry. Sherry arranged for a technician to assess my satellite dish and box, revealing that the storm had damaged my TV. I purchased a new one, but now I'm struggling to get my DirecTV to work despite following the instructions and ensuring proper connections. At 87, it's challenging for me to troubleshoot further due to physical limitations and vision impairment. Even my family couldn't resolve the issue. I have a protection plan, and with my son visiting soon, having a working TV is a priority. I kindly request assistance in sending a technician to address the connectivity problem between my satellite and TV. Your help would be greatly appreciated. Thank you. Walter.

Twenty-one years of service suddenly vanished! I recently moved to Montgomery, TX due to bad weather damaging my condo in March. Despite multiple calls over two months, I still have no service. Everyone in the building switched providers except me. After enduring two months without TV, I switched to Consolidated Communications on May 7th only to have my services disconnected on May 8th. I received a bill for $[redacted].87 on May 20, despite not having service for over two months. The company allowed me to pay $62 for the month without service and is now asking me to pay the remaining contract amount at $20 per month. This seems unfair. I request a credit of $[redacted].87 to my account and the removal of the contract penalty since it was the company that discontinued my service. Thank you, Martin Urand.

We have been facing various issues with the DVRs on two of our receivers. The problems are random and intermittent. For example, sometimes there are no recordings listed, requiring a reboot. Other times, certain episodes are missing, or playback suddenly stops with an error message indicating Genie disconnected from the network. In addition, we have noticed another problem where the screen goes blank while watching TV and reappears after 2 or 3 seconds. This happens across different channels.

May 20, [redacted] To whom it may concern: There seems to have been a misunderstanding with our Direct TV account. We suspended our service for six months when we left our rental home on October 31, [redacted], not just one month as indicated. Despite receiving a refund gift card for $66.10, we were disconnected six times within two months at our new home with a different account number. All payments were made promptly, and banking details were provided to Regions Bank, yet there were issues with the payments being received by Direct TV. We kindly request to be reconnected promptly, assuming there are no errors from your end. We have consistently paid our bills in full and expect our service to be restored accordingly. Sincerely, R.A. Rosenstein [redacted] Catalan Street, Englewood, Florida [redacted]

May 20, [redacted] Dear Direct TV, I am writing to address a fundamental error on your part. Please pay attention to what follows. We put our account on hold when we vacated our rental home on October 31, [redacted]. The suspension was for 6 months, contrary to your claim of one month. During this period, we did not use the service as we were waiting to move into our new residence. Our Account #[redacted]2 was refunded with a gift card amounting to $66.10. Upon relocating to our new house on February 6, [redacted], a new account was created under Account #[redacted]80. Despite making timely payments and providing our banking details through Regions Bank, we have been wrongly disconnected for non-payment 6 times in the past two months. We insist on immediate reconnection unless there are other errors on your end. Our monthly dues were consistently settled, and we trust you to rectify this situation promptly. Sincerely, Richard A. R.

I reached out to Directv to transfer service, moving local channels from our Colorado vacation home to our primary residence in Texas. During long wait times (ranging from 20 to 40 minutes), I spoke with representatives who, on average, took about an hour to address the issue to no avail. In the past, I've completed this process swiftly with competent representatives. It seems that customer service has been outsourced, leading to a lack of understanding, possibly due to language barriers or a lack of knowledge. It took me a total of 4 hours on the phone just to transfer the service between Colorado and Texas. This frustrating experience has prompted me to explore alternative options to Directv. Since AT&T's acquisition, it's clear that Directv's service quality has declined significantly. The website is not user-friendly and navigating it is challenging, if not impossible. Overall, Directv has become less customer-friendly, responsive, and time-efficient. One representative mentioned a previous error made by another representative, requiring me to spend at least 2 additional hours on the phone to cancel an order and resolve the issue. This situation highlights the inefficiency of utilizing representatives who struggle to handle a basic request, as they tend to focus on their perception of the problem rather than listening to the customer's needs.

My cable box is malfunctioning right when the movie I've been waiting for is on HBO after 13 years. I had to go through a frustrating process with AT&T Directv to try to fix it, and they only offered a new box for Monday. I tried everything to troubleshoot on my own, but nothing worked. Their customer service is awful, and I got no help over the phone. Frustrating experience all around.

I have been on the phone for 45 minutes trying to get my concerns resolved. Firstly, I want to cancel Direct TV as I am a retired senior on a fixed income and cannot afford it. I was informed that I cannot cancel without paying an early cancellation fee. The representative I spoke to was able to reduce my bill to $49.99, as per our discussion. Secondly, I have not had an on-screen guide for several days despite reporting it twice before today. The representative who assisted me with the cancellation redirected me to tech support. This third attempt led to the finding of an equipment failure, with a proposed $99 fee to fix it. I am frustrated by the inability to address my problems adequately. Sincerely, Linda B. [redacted] Tracy, CA [redacted]

I had to wait a week for service on a recently installed genie. The room where the service was needed is where my disabled husband spends most of his time with a lift chair he relies on. I contacted customer service twice, hoping for a sooner appointment, but found their lack of empathy disappointing. As loyal customers of 9.5 years, with many past issues and dissatisfaction, we have encountered problems with the upgrade remotes, particularly difficult for us to use at our age. Payments have been made but got lost, impacting our credit score. There is more to share about our experience. Please contact me at our home number [redacted]. Thank you, Judith I.

I'm writing to inform you that the account ([redacted]68) linked to the late Dean Amelon has been canceled, including the autobill feature. I can provide a copy of his death certificate if required. Despite this, I am continuously receiving emails concerning a payment notice to "Protect Your Credit" for the amount of $82.25. The account in question has been canceled, and AutoPay has been disabled. It is crucial to stop these notifications as they are unnecessary. The email associated with the account was [redacted]

I have been a DirecTV subscriber since [redacted] with account number [redacted]4. I subscribe to the Choice Package, Regional Sports Fee, DirecTV Protection Plan, MLB Extra Innings [redacted], Network: ABC_E&W SD/HD, and Network: FOX_E&W SD/HD, paying $[redacted].33 monthly. However, for the past four days, I can only access my MLB stations and Network: ABC_E&W SD/HD, and Network: FOX_E&W SD/HD channels. All other channels show error code [redacted], leaving me without local stations or national broadcasts like CNN. I reported this issue four days ago, and was informed it was due to a fiber problem with assurances of an email when resolved. Now, I am told it's a broadcast negotiations issue that may take weeks to resolve. As a loyal customer for almost 15 years, I seek transparency on the true problem and expect compensation for this frustrating service disruption.