DirecTV Customer Service Issues

I am frustrated with my ongoing issues and the long wait times to speak with a live representative at DIRECTV. It takes me about 20 minutes from when my call is answered until I can connect with a human in the specific department I need. I have repeatedly expressed my dissatisfaction with the poor reception, especially during inclement weather. Today, I filled out a request form at 8 pm, and it's now past 2 AM with no response. Despite being promised help with setting up a remote for my new smart TV, I have not received any assistance. I am feeling misled by the conflicting information given by different technicians. I am looking for guidance on how to reach a live DIRECTV representative and how to dispute a bill.

To Whom It May Concern at AT&T, I am a previous customer of DirecTV with account number [redacted]93. Over the past two months, I have had numerous frustrating experiences contacting your customer service. The issues started with being incorrectly billed for NFL Sunday Ticket, a service we never had. After being assured it was resolved, we were billed again. Even after canceling our service due to continuous problems and misinformation, we were charged $[redacted].95. Despite assurances of no termination fee and a credit for the malfunctioning equipment, these promises were not kept. I have lodged a dispute with my bank and will not pay for unauthorized charges. I am exhausted from the prolonged and ineffective communication with your representatives. If this matter is not resolved promptly, I will escalate it to the appropriate authorities. The lack of integrity in your practices is unacceptable. Sincerely, Karen G. [redacted] N. [redacted] W. Fillmore, UT [redacted]

I've been a customer for over 20 years, but I'm having trouble resolving my issues with DirecTV. 1. DirecTV's dispute with NBC means I can't watch NFL games, which is the main reason I have their service. 2. Despite multiple technician visits, my mini-genies still don't work. They're suggesting I upgrade to the new genie or get four new HR25-[redacted] receivers. 3. My account is set for disconnection, even though it's current (I verified online) and I have a confirmation email about returning the old DVR receiver. I've tried contacting DirecTV multiple times tonight, only to be bounced around to various call center reps who direct me to call [redacted] — but no one answers, as they're closed. How can a multi-billion dollar company not have someone pick up the phone? Who at DirecTV can help me fix this?

Subject: Account # [redacted]9 - Service Issues with Genie 2 Installation Ever since the installation of the Genie 2 and mini system, I have experienced a multitude of problems that have only worsened over time. Despite following troubleshooting steps like power cycling and ensuring all connections are secure, issues persist. The Genie/box frequently shuts off and restarts during live TV and recorded playback, disrupting my viewing experience. The problems I encounter include freezes, pixelated images, audio disruptions, grey screens, out-of-sync audio and video, erratic fast-forwarding, and jumping frames during playback. These issues were not prevalent with my previous equipment, making the current service quality unacceptable given the high costs I incur monthly. I demand a resolution to ensure uninterrupted viewing quality without losing access to previously paid-for content. I have been a loyal customer for over a decade, yet have not received any loyalty benefits while experiencing deteriorating service standards and poor customer support. I urge for swift action to address these concerns and improve the service quality to meet the expectations of a long-standing customer. Please escalate this complaint to higher management for a prompt resolution. Sincerely, R. Cumming

I need to confirm a phone conversation I had today, August 30, [redacted], to cancel my account. 1. Initially spoke with Eric who then transferred me to Megan. 2. Instructed Megan to cancel my account. She confirmed that I'm paid up until September 17, [redacted], which is when my service will be terminated. 3. Was informed that no additional charges will be made as long as the equipment (one receiver) is returned within 7 days of account termination. 4. Waiting for detailed instructions on how to return the equipment, which will be prepaid. 5. Megan clarified that equipment on the roof, like the satellite dish, does not need to be returned. It's my responsibility, and Directv won't remove it. 6. Expecting a letter or email confirming the phone conversation details, including the termination date of September 17. TV service will continue until then. 7. If issues arise, I should contact Customer Service. Despite not sharing it with Megan, I find the account cancellation process lengthy, with prolonged waits and repetitive requests for information. Please provide verification of receiving my cancellation today.

I'm Deborah Guerrero, and my current DirectTV account number is [redacted]9. I have experienced terrible customer service dealing with an ongoing issue since June related to my closed account due to an address change. Whenever I ask for a supervisor, I am either promised a callback that never happens or flat out denied access to one. During my recent call, I spoke with an agent named Alvin who refused to connect me with a supervisor, leading to arguments, lengthy holds, and eventually getting disconnected without speaking to a supervisor. This pattern has repeated, with agents unable to resolve my issue despite multiple calls. I am disappointed with the service and believe that American customer service standards should be followed, regardless of cultural differences if calls are outsourced. The behavior I encountered contradicts my expectations based on past experiences with AT&T. I am seeking an investigation and feedback on this matter. Thank you. - Deborah Guerrero

I spoke with customer service on Tuesday. The representative, Jenny, informed me that I could get the NFL Sunday Ticket Max, which includes the Red Zone Channel, for free this season. She said I would get an email confirmation in 24-48 hours, but that never arrived. Here is the chat transcript: Jenny: I've checked, and the RedZone channel is part of the NFL Sunday Ticket package. Jenny: Offers aren't visible on the account now, but I'll request the free NFL for you. You'll get a confirmation once it's updated. Jenny: Rest assured. Me: Thanks. If not, I'll switch to SlingTV next week. Jenny: We don't want to lose you. Jenny: You'll get the free NFL offer. Jenny: I've sent the request. Me: Thanks. I'm really interested in the Red Zone Channel. Jenny: You're welcome! Jenny: I get it. Me: When will I know? Jenny: I mentioned 24-48 hours. Me: Okay, thanks and have a great evening. Jenny: My pleasure! Jenny: Anything else? Me: That's all. Jenny: To summarize, your request for NFL Red Zone channels has been forwarded. I contacted chat again today, and nobody had notes about my conversation with Jenny. They said I couldn't get what was promised. Many agents and phone reps suggested switching to Dish or Sling for the Red Zone Channel. I'm asking to uphold Jenny's promise to retain a customer for over 20 years. My priority is the Red Zone Channel; I don't need out-of-market games.

1) There is a significant price difference between the initial quote and the first bill after the promotion period ended. The current bill is double the discounted amount originally agreed upon. 2) For over a year now, I have been attempting to resolve the issue of not being able to access over 60 channels listed in the brochure included with the Extra plan. 3) I have experienced difficulty reaching customer service representatives who have a proficient command of the English language. This lack of understanding has hindered the resolution of the issue, as they seem to only repeat details from the bill and do not display initiative in problem-solving.

I canceled my service on 7-20-19 and switched to DISH. I am extremely frustrated with your customer service and the channel interruptions. I have spent a significant amount of time trying to contact someone over the past three days, facing long wait times, being placed on hold, disconnected, and transferred to empty voicemails. Yesterday, when I finally reached someone, they unjustly threatened to report me to my credit agency. I refuse to pay for services I did not have after 7-20. The channel disruptions and poor customer service experience continue to add to my disappointment. I have tried diligently to resolve this billing issue but have only been met with threats and anguish. I demand to be contacted by someone who can help me immediately. Thank you.

Since Friday, the 6th of September, I have had no service due to a new roof being installed. The satellite was temporarily disconnected, and upon reconnecting, I only see error message [redacted] on the TV screen. I attempted troubleshooting steps provided by AT&T with no success. Is it feasible to have a technician look into the issue this week as I will be away tomorrow? My account number is [redacted]6.

We purchased a King One Pro satellite (camping satellite) for our lake trips. Upon setting it up, we received the Directv screen but encountered issues with inputting a code in the third box. Despite our efforts, the guide/directory seemed to start downloading but then stopped. We attempted various solutions over several hours with no success. This technical difficulty is beyond our expertise. Is there a specific tech support line for camping satellites, or can a technician be sent to assist us?

I've noticed an increase in prices and a removal of channels we frequently watch. Many of us are considering canceling the service due to these changes. If the channels aren't restored and prices aren't lowered, I will have to cancel my subscription. This decision has upset several people who asked me to convey this message. It's disappointing considering my loyalty as a long-time customer. The combination of higher prices and fewer programs isn't justifying the service anymore.

I am the legal conservator for my stepfather, John L. Voskuhl Sr., who is struggling with severe dementia. He recently placed an order for Directv through a phone solicitor, but the service has not yet been installed and is still listed as "pending". The phone number associated with the account is [redacted]. Please refrain from sending a technician for installation as he has no recollection of making this order. Despite my efforts to contact customer service and visiting the AT&T store in Alpena, MI., I have been unable to stop the installation. If you need to discuss this matter further, please reach out to me at [redacted]. I kindly request that you remove him from any call lists. Thank you. Vic M.

I am looking to reach a customer service representative based in the continental USA. If this fails, I intend to close all my accounts with AT&T and its subsidiaries due to issues. I can be reached at [redacted]. I feel compelled to involve state and local agencies and transfer my Hughes accounts if necessary. Time is of the essence for resolution. Thank you. --- I would like to talk to a representative in the USA. If this is not possible, I will have to close my accounts. I am currently dealing with another service provider to switch. I am considering contacting the state attorney general if needed. Thank you for assisting.

I signed up for Direct TV in July [redacted] due to a 2-year fixed price promotion. However, after just a year, my monthly bill doubled to over $[redacted]. Despite contacting customer service to address the price guarantee, I received no resolution or honor of the guaranteed price. In August of this year, I reached out to lower my bill due to a fixed income, only to be told there was nothing that could be done. I subsequently canceled my service on 9/6 and switched to Cox cable TV, saving over $40 per month. We have initiated the return of the DTV equipment via email. Our current bill for the period (8/25-9/24) is $[redacted].66. Despite being only 12 days into the billing cycle, we were informed we must pay the full amount. We are requesting to pay only for the days we used the service in this billing period, potentially saving over $80 this month. We are waiting for your decision as our bill is due on 9/14/19. Thank you, Patrick & Debra P. Acct#[redacted]89.

I signed up with Direct TV in July [redacted] due to a two-year fixed promotional price. However, after one year, my monthly bill doubled to over $[redacted]. Despite contacting customer service about the price guarantee, I did not receive a resolution, and they would not honor the guaranteed price. Wanting to reduce our bill due to a fixed income, I called customer service in August. Unfortunately, the agent mentioned they couldn't offer any assistance, prompting me to cancel the service on 9/6 and switch to Cox cable TV, saving us $40 per month. We have received instructions to return our DTV equipment, and our current bill for 8/25-9/24 is $[redacted].66. We requested a prorated bill for the 12 days we used the service during this billing period. However, we were informed that we had to pay the full amount despite not using the service for the remaining 19 days. We are seeking a prorated bill, which would save us over $80 this month. We kindly ask for a decision before our bill due date on 9/14/19. Thank you. - Patrick & Debra P. Acct# [redacted]

I have been a loyal AT&T customer for over ten years, but when I moved, I had to switch from U-verse to DirecTV as it wasn't available in my new area. Unfortunately, DirecTV was not reliable during bad weather, and whenever I tried to get help by following the on-screen prompts or calling the provided number, I was put on hold for over an hour with no response. I recently received a bill for early termination fees, despite my attempts to reach out through calls and chats. Today, after speaking with seven different representatives who all blamed me for the poor service, they refused to waive the fee due to lack of documentation of my calls. I am deeply disappointed with AT&T's customer service and will no longer be using their services after being a dedicated customer for so many years.

My account, number [redacted]6, was unexpectedly charged for HBO and Cinemax without my authorization. Despite contacting customer service and receiving an automated response, I spent hours on the phone addressing this issue. I am seeking clarity on why these services were added to my account without my consent. I am contemplating cancellation and would like to understand if the addition was made by someone in my household or Direct TV. Please provide a detailed explanation via email at [redacted] I appreciate that my account has been credited and the problem rectified.

I am questioning the high price of your television service. I am interested in channels like HGTV, History Channel, Nat Geo, and Discovery. Can you please provide more information? We ended our service on 9/16 when we switched to "DISH." After speaking with Adrianna, she mentioned we would receive instructions in the mail regarding where to return the equipment. When we called on 9/25, we mentioned not receiving any instructions yet. The representative assured us not to worry. Following up on October 1st, we still have not received any guidance from DIRECTV. They informed us that we would be billed for the full month, offering a $20 credit. I feel it is unfair that DIRECTV does not prorate the monthly charge but charges for the entire month. Considering we have been using DISH since 9/16 and have not had DIRECTV service, I don't believe we should be paying for the month. We are unsure if our DIRECTV service has been canceled and still have not received any details on where to return the equipment.

I am a Directv satellite customer and was informed by customer service that I would receive the first 3 months of the protection plan for free. I was also assured that I could cancel at any time. However, I noticed on my next bill that this charge was included, so I promptly cancelled the plan. To my surprise, my current bill shows charges for last month and this month. The representative who assisted me identified herself as Mark. I have a few inquiries: Was I provided with inaccurate information? When can I expect this charge to be removed? Additionally, I was displeased when my contact information was shared with other representatives in India, leading to persistent sales calls for various products over a 3-week period. Thank you for addressing these concerns. -Katharine H., Account: [redacted]30