DirecTV Customer Service Issues

I've been a loyal DirecTV customer for quite some time. Lately, I've encountered issues with my system locking up, requiring a full restart to resolve. After discussing this with a friend who is a DirecTV installer, he mentioned that the recent software update had some ongoing problems that are being addressed. Given the substantial investment I've made in this service, I am hoping for improved reliability and service. Can you provide an estimated timeline for when the software update will be released to alleviate this issue?

Account #[redacted]65. When I started this account, I received a promotional deal for Starz, Epic, etc. for 3 months and HBO for 1 year. I canceled the Starz, Epic, etc. part of the promo, but I should still have HBO for the remaining period. I contacted customer service and spent over an hour on the phone, but received no assistance. I apologize for this direct approach, but I feel stuck as they struggle to understand my issue and keep repeating the same information. Can someone assist me with this matter?

Today, on Sunday, 12/15/19 at 6:08 pm EST, I contacted DirecTV customer support at 1-[redacted]. I spoke with a representative named 'Ohnisha'/'Ohneesha' (apologies for any misspelling). She was incredibly helpful and upbeat, making the effort to assist me with clerical issues on my DirecTV account. Despite facing some bureaucratic challenges, she worked diligently to resolve all my problems. I admired her dedication, especially as she mentioned feeling unwell but still reported to work. Unfortunately, the call ended abruptly due to my phone's poor connection. I wanted to express my gratitude to her properly for her exceptional assistance and positive attitude throughout our conversation. I am hoping for some form of written acknowledgment to highlight that she is a valuable asset to customer service and a shining example of humanity.

I've been trying for almost an hour to get help restoring my lost service, but so far, I've received no assistance. The last time my DirecTV service was down, it took seven technician visits and over 20 days to fix it. Unfortunately, the techs are requesting my credit card number instead of helping. I will attempt to resolve this issue over the phone during regular business hours.

I was watching a program at around 11 AM when a notice suddenly popped up on the screen, saying it needed to perform an update. The system was down for approximately 15 minutes. Finally, a message appeared instructing to press the SAT button to continue. I pressed it several times until the programming finally resumed. Additionally, the TV shuts down at night for some function, which is disrupting as we usually sleep with the TV on. We never encountered these issues with DISH TV. We are quite displeased with these interruptions.

We had a difficult experience with our cable installation. The technician was rude and did not do a good job with the outside lines or box placements. I ended up reinstalling the boxes myself. When my husband requested a third line, the technician refused, claiming it was too late even though he had not completed the first two. He even left his toolbox behind, necessitating a return visit. The constant outages on our TV, not just during rain, and the inability to connect our internet to the DVR or access On Demand channels have been frustrating. We were promised a $[redacted] credit which I have not seen reflected. I am seeking proper installation of the third line as initially requested.

I have been a DirecTV customer for over two years. My son and husband initially set up the service at an AT&T kiosk with an associate's help. Despite not being on paperless billing, I realized I hadn't received a bill for the past two months when my TV service was abruptly cut off due to non-payment. After calling customer service, I was surprised to learn that my bill had increased to $[redacted] from the previous $80 due to the expiration of a promotion. Both my husband and son insisted there was no promotion in place. Despite explaining that I never received any notification regarding the price hike, I was unable to reach a supervisor or cancel my service. I am willing to pay the $[redacted] I owe, but the sudden increase to $[redacted] without any prior notice is unfair and has left me frustrated. I am seeking assistance in resolving this issue and would appreciate any help available. Thank you, Chris S.

I restored my service last Friday after a month and a half of spending over 16 hours on the phone with you, filled with frustration. However, upon completion, I noticed my bill has gone up by $34 and my sports package, local channels, and several other services have been removed without my consent. It has been extremely difficult to reach a customer service representative, and I was promised the same package as before. It seems like all you care about now is money, and the customer service has deteriorated. If this issue is not resolved promptly and I do not start receiving proper assistance, I will consider switching to another service provider. Your company's standards have definitely changed, and the lack of communication and service is disappointing. Looking forward to a resolution from your end.

I signed up for the NFL Sunday Ticket with the expectation of watching all Kansas City Chiefs games. However, I couldn't find it last night, which was frustrating for my husband and me. We regret switching to Direct TV. Additionally, we were told we could watch our local channels, but after switching, we discovered we couldn't access them. Do you honor your promises? It might be beneficial to retrain your sales staff to avoid making commitments that can't be fulfilled. I don't enjoy complaining, but I am disappointed in the service. Thank you for your attention to this matter. - D. Smithson

I recently received a replacement receiver due to an issue with my original one. However, I did not receive a return label with the replacement. Despite calling multiple times and being promised a return label by 12/23/19, I have yet to receive one. The nearest UPS Store is too far for me to drop off the defective receiver. This is not the first time I have encountered this issue. I am dissatisfied with the customer service provided and their lack of follow-through. I am requesting a written guarantee that a return label will be sent to me. If I do not receive a response within 24 hours, I will have to consider canceling my Direct TV service.

I have a Genie setup at home. The TV downstairs is working fine, but the two bedroom TVs - one upstairs and one downstairs - are not connecting to the main Genie system located downstairs. We've had issues since it was installed last year. Could you please check our account [redacted]86? The bedroom TVs are not displaying the Connect pattern like they should when trying to connect. They simply won't turn on. Thank you.

On October 14, [redacted], a fraudulent DirecTV account was opened under my name, with account number [redacted]84. An individual named Dan Levanger, representing Valley Satellite in Logan, Utah, falsely set up this account by manipulating details slightly different from my own. Despite contacting customer service multiple times, including billing, fraud division, technical support, and identity theft departments, the issue persists. While some employees have been helpful and understanding, I have been informed that I am not liable for the $[redacted].11 balance on this fraudulent account. Yet, I keep receiving payment reminders. I am formally disputing this charge, as it was not authorized by me. I wish to maintain my legitimate account ([redacted]22) and continue using DirecTV services without the added stress. The ongoing pursuit of payment is distressing and beyond my financial means. By documenting my situation, I hope to resolve this matter promptly and resume enjoying DirecTV through my genuine account.

I have encountered an issue with Direct TV that I am struggling to resolve. I am seeking a way to set a show to record before leaving home and then watch it on my laptop while away and connected to the internet. Direct TV's lack of email contact and unhelpful phone support led me to explore their mobile app for a solution. After researching on their site and app store, I am puzzled by the requirements for downloading recorded shows and the limitations when streaming away from home. The FAQ and reviews have left me uncertain about whether I can achieve what I want. I am lost in technical jargon and unsure about terms like "Data Free TV" and device compatibility. Can anyone provide guidance on how to watch a recorded show from Direct TV on my laptop when not at home?

I canceled DIRECTV on October 1 and returned the equipment on October 3. I received an email from AT&T confirming the return. Despite canceling, I received a bill until October 24. After chatting with an online agent, I was promised a $63.72 gift card, but I preferred a deduction from my account balance. I did this, but the next month I was billed $[redacted] for unreturned equipment. I called, referenced the email and receipt, and the charge was removed, leaving a zero balance. A door-to-door AT&T representative came by suggesting U-verse due to satellite reception issues, however, he couldn't sign me up due to a supposed $[redacted].72 bill in collections, which was incorrect. He spent over an hour on the phone with no resolution. I'm requesting a written statement correcting the system error as I do not owe anything for DIRECTV or AT&T Internet, only for two AT&T cellphones.

Two months ago, when I called, I was informed that my new bill would be $[redacted] for TV and internet for a year. However, last month, I noticed that my bill was still $[redacted]. After calling again, I was assured that it would be corrected back to $[redacted]. To my disappointment, my recent bill still shows $[redacted], prompting another call. This time, I was told that I received incorrect information. Feeling deceived, as a long-time customer of Direct TV and AT&T, I am now considering exploring other service providers. Thank you, Brian H.

I am the manager of an apartment complex and over the weekend, there was an incident involving one of your technicians. The technician arrived to install new service without permission at a resident's location and placed equipment on the railing, which is against our rules and poses a safety hazard for children. Additionally, the wires were buried under the soil without proper authorization. After being informed by another resident, my maintenance supervisor was told by the installer that he could proceed with the installation anywhere. It is not the first time we have experienced issues with your service. Three years ago, during a previous installation, a dish was mounted with nails or screws on the roof, leading to warranty issues during a new roof installation. I urgently require a local contact number to address this matter promptly. Failure to do so may result in us removing the equipment ourselves. The incident occurred at [redacted] Lulac Apt. A, El Paso, Texas [redacted]. Thank you.

Every time we have an issue, we end up dealing with the sales department at Directv, who unfortunately are the least helpful. Our service problems led to receiving two new genie devices, followed by a technician visit attributing the issue to a software update. The frustration peaked when requesting a return label for the unopened device; after a lengthy call, one is now being mailed. Despite providing genie details repeatedly, it felt inefficient. Resolving service woes always turns into an hour-long ordeal. The recent decline in our AT&T internet since the merger adds to the dismay. The thought of tackling internet issues is daunting, considering our current experiences. The necessity of navigating through various departments and investing substantial time to address basic concerns is disheartening for us as customers.

I am D. G********* residing at 1***** NE 29th St, Vancouver, WA [redacted]. Today, I contacted customer service to cancel my service. I have an older HD-DVR in my bedroom and a Genie system in the rest of my house. When the Genie was installed, the older box was left because of concerns about its reliability. Now, the old DVR is malfunctioning again. During my call, I spent over six hours trying to get my old HD-DVR replaced with a Genie Mini like the rest of my house. After speaking with the loyalty group and tech support, I was unable to get a resolution. The supervisor I spoke with mentioned free upgrades but with a 24-month commitment, which I find unreasonable. Considering other options like Youtube TV due to this experience. Despite being a long-term loyal customer who has spent a significant amount with Directv over the years, I am disappointed with the service and may have to switch providers due to this situation.

I live at [redacted] NE 29th St, Vancouver, WA [redacted], and my name is Dave Greathouse. I contacted today to terminate my service with Directv. Although I have a Genie system in most of my house, I have an older HD-DVR in my bedroom. Despite being informed by a technician and Directv representatives that the Genie was unreliable, the older DVR remained. Unfortunately, the older DVR has malfunctioned twice in the past year. During my call today, I spent more than 4 hours attempting to have the old HD-DVR replaced with a Genie Mini, like the ones in the rest of my house. Despite communication with the loyalty and tech support teams, I faced challenges getting assistance. After a prolonged conversation with various representatives, including Marie and Leroy, I was offered a "free upgrade" to a Genie but was required to commit to another 24 months of service. Frustrated by this condition, I felt compelled to cancel my service as a result. Having been a loyal Directv customer for 14 years, spending over $25,[redacted], I am disappointed by the company's inflexible policies. I am considering switching to Youtube TV due to this unsatisfactory experience.

Last evening, our Genie malfunctioned, prompting me to perform a red button reset. While this method had always been successful before, this time it caused the box to continuously restart without progress. Even attempting to power off the Genie manually failed. After unplugging it for an hour, the issue persisted with the device repeatedly restarting, displaying the satellite settings screen, staying there briefly, then going black before restarting again. It seems evident that my Genie is beyond repair, and I believe a replacement is necessary.