DirecTV Customer Service Issues

On August 10th, I spoke with Tiffany at 3:30 PM. She issued a credit of $32.04 and waived a $5.00 charge if I paid the bill with her, which I agreed to. Despite facing difficulty reaching out in the past week due to constant transfers and long wait times leading to disconnections, we recently changed our service resulting in missing channels (which was acceptable). After paying the remaining balance of $72.80 in full, I have been struggling for three days to resolve the issue of missing STARZ WESTERN for $13.99 per month. Following numerous calls yesterday and today, I finally managed to get through but was redirected to AT+T and encountered the same payment demand before assistance. Although I received a Customer Service Summary that I fully endorse, I am simply requesting to have the STARZ WESTERN CHANNEL reinstated on our account #[redacted]1. Please address this matter promptly. You can reach me at [redacted]

Regarding Account Number [redacted]2 As a loyal customer of DirecTV for a long time, I unfortunately had to discontinue my service when I started living in an RV in an area without coverage. I returned the receiver as I was instructed and was promised no additional charges. Surprisingly, after a year of silence, I received an email from a credit monitoring company notifying me of a $[redacted] balance in collections. This was a shock as I pride myself on my impeccable payment history and credit score. When I contacted DirecTV, I was assured I would receive all the necessary information to resolve the issue. However, all I received was a copy of my initial contract, with no details on attempts to contact me or the debt itself. I plan to escalate my complaint to the BBB and inform credit agencies about this unjust situation. I feel disregarded and unfairly treated by a system that prioritizes profit over customer care and truth. My credit score has already taken a hit, affecting my financial opportunities, all without even a courtesy call or email. The lack of communication and transparency in this matter is deeply disappointing and frustrating.

I contacted DirecTV by phone on August 23, [redacted], and spoke with a representative named "Daryl" regarding billing. He provided me with reference number 1-[redacted]07. My bill has increased by over $70.00, which is more than I am willing to pay for a service that is not functioning properly. The DVR is not working, and when I inquired, I was told it may take 6 months to a year to fix. Despite Daryl's assurance that someone from DirecTV would reach out to me, I have not received any contact. My current bill is $[redacted].99, which I find unreasonable. I have been a loyal customer for over 20 years, always keeping my payments up to date. The lack of response and difficulty in reaching customer service is disappointing. Last year, a $70.00 per month offer was acceptable, but the current situation is unacceptable. If I am not contacted promptly, I will have no choice but to cancel my service. I am requesting a discount.-Ron Z., Account Number [redacted]1

I want to express my gratitude to the technician from MasTec Advanced Technologies who visited my home at [redacted] College Road, Apartment #47 on Saturday, September 1, [redacted], from 8:00 a.m. to 12:00 p.m. The technician's identification number is YL875W. He successfully relocated the satellite from the end of the building to inside my fenced enclosed area. I have a query regarding the Protection Plan Agreement. Could you provide more details about the DIRECTV Protection Plan, specifically about the option to cancel it at no charge within 30 days of activation? I am looking for the information related to this agreement and Protection Program. What are the benefits of purchasing it, who takes responsibility for the equipment, and what are the associated costs?

For the past four weeks, I have been trying to resolve an issue with my bill and TV service. On August 13, [redacted], I contacted the retention department to lower my bill after a promotion ended, and they adjusted it. However, following this, my wife couldn't record, rewind, or pause on the Tivo in our second bedroom. Even the whole-home genie had the same issue. Customer service tried to help over the phone but couldn't fix it. They said it would take 5-7 days for the technical department to resolve it, but the problem persisted. After multiple failed attempts over the phone and a technician visit that didn't solve the issue, I still received an error message stating certain features were unavailable due to the type of account. Despite replacing the equipment, the problem remained. I contacted customer service numerous times, and they promised to fix the account coding within 2-3 days, but the problem persists. I am unhappy as I can't fully use the service I am paying for, and if this isn't resolved promptly, I will have to cancel my account. I need this matter addressed urgently.

I have been a Direct TV customer for nearly two years. Recently, I was able to access my account again after encountering issues. I was misled into a new contract when inquiring about adding the Oxygen channel, being told my bill would be $[redacted]. After reviewing my bills, I see the overcharges and require a fix and credit. Depending on the resolution and customer service going forward, I may reconsider continuing with Direct TV. I have evidence of the billing discrepancies and need the errors acknowledged. I would not have agreed to such an expensive upgrade. I believe a credit of $[redacted] is needed and a refund for overpayments. Additionally, I was not compensated for previous poor service, including a technician installing the satellite dish improperly and issues with Hughes Net. The Viasat satellite now seems to be causing interference. I am disappointed in the way this situation has been handled, especially facing a service interruption due to unresolved customer service issues.

I registered on January 25th and added my services to my existing AT&T account. I contacted them in April to check on the status of merging the bills, and they advised me to wait longer. It has been almost 9 months now, and I believe the process should have progressed. Is there a more straightforward way to accomplish this? I am eager to receive my discount. Additionally, on February 25, I got new phones that were meant to be part of a buy one, get one free deal for iPhone 8 Plus. However, I am still paying for both phones. My monthly bill increased from $[redacted] to $[redacted], while it was supposed to decrease to under $[redacted] initially. I also added an iPad with charges of around $24 per month. Despite multiple calls, I am continually advised to wait. I am keen on retaining your services but would appreciate a quicker resolution to these issues. If not addressed, I might have to switch to a different provider. I was assured that by signing up for DirecTV, I needed to start the unlimited wireless plan with AT&T, resulting in lower costs, which only lasted for two months. I am perplexed by the unexpected increase in bills and missing channels originally included in our package. I only recently joined in January but have been a loyal customer for several years. Your assistance is greatly appreciated. S. Percy Cottage Grove, MN [redacted]

Dear Sirs, I am extremely stressed about the situation. The technician did not arrive or call, leaving the problem unresolved. Despite paying for extra mega bytes, I only have 0.23 mega bytes while you advertise 3, which is still very slow. This slow connection causes me to be locked out of various websites and applications when logging in. This issue has persisted for a year and a half, and I am reaching a point of frustration. I believe a refund is in order as this has affected my work and caused me stress to the point of needing medical attention. Waiting on hold for hours and being transferred multiple times is not an acceptable way to address these concerns. I have contacted Spectrum and am considering switching providers if they can offer service in my area. This situation is becoming unbearable for me. Sincerely, Jai Italiaander

I reached out to customer service last Wednesday, 8/31, and was advised that a manager would call me back at 7:00 am within 30 minutes. Despite not receiving the callback, I reconnected, and my concern was reportedly escalated with the expectation of hearing from a higher-level manager by end of day. It has been 8 days, and I have not been contacted yet. In November, I canceled my service, returned the equipment, fully settled my last bill of approximately $[redacted]. In February, I started receiving bills exceeding $[redacted]. Initially, I ignored the bills assuming it was an error. However, after being contacted by a collection agency, I inquired and was informed of an error on your end. The issue was supposedly resolved, the account canceled, and the erroneous charge of over $[redacted] was refunded, including a returned check. I was assured it would be removed from my credit report. Fast forward 7 months, while applying for a mortgage, I lost a lower rate due to your company's failure to rectify this on my credit report. Seeking assistance last week, I encountered lies, unfulfilled promises of manager callbacks, being disconnected, and language barrier issues due to outsourcing. Despite assurances that I do not owe anything, my credit remains tarnished, and I had to spend $[redacted] to extend my mortgage's lock-in period. I am still awaiting any form of response from your company. This has been an incredibly disappointing customer service experience. My sole aim was to communicate with a higher-level manager, but I have not received any assistance. I hope to be contacted by someone competent, empathetic, and proficient in English.

I had a disappointing experience today after returning to DirectTV from Spectrum. Despite a promising offer with the WBK11 code for free HBO, Starz, Cinemax, and Showtime for 3 months, a part of the deal was not correctly installed. After spending 2 hours on the phone with seven representatives, including Desiree (employee # [redacted]), no one could resolve the issue. The lack of clear contact information or ownership for the problem is frustrating. I hope this situation can be rectified without another lengthy phone call in 7-10 days. Your assistance in addressing this matter promptly would be greatly appreciated. Thank you. Dennis Mc Gorry.

I recently scheduled a repair appointment without any issues, but now that I need to reschedule, I'm facing challenges. Despite providing all necessary information, I'm being asked to have my husband speak to them, which seems unnecessary. I am considering exploring alternative service providers as I am disappointed with DirecTV's customer service. After being a customer for 12-15 years, I am disheartened by the lack of flexibility. The website is unhelpful, leading me in circles with no way to reach a real person or resolve the issue. It's frustrating that I am unable to reschedule my appointment as needed.

Upon arriving at the rental house following two different renters, I encountered an issue with the TV not functioning correctly. Unable to access HDMI 3 for DirectTV, the screen displayed an error message stating, "Resolution not supported." Despite my attempts to rectify the problem by adjusting the resolution, the DirectTV HdR froze every 5-10 minutes, rendering the remote control unresponsive. To resolve this, I had to follow several steps: disconnect the HDMI cables from both the TV and the DirectTV receiver, unplug the power source, power cycle the DirectTV receiver, undergo a lengthy reboot process, and then experience interruptions during playback. The main issues identified were an incorrect TV resolution setting, the HDMI 3 port failing to recognize the DirecTV receiver, and unexpected interruptions during DirectTV recordings.

Customer service has been a disappointing experience for me. The installation technician was unable to install the service due to a policy restriction regarding metal roofs. Despite scheduling another installation, the technician did not show up, leading to further frustration. I was wrongly informed that I refused installation, and subsequent attempts also failed. After multiple reschedules and no-shows, I am disappointed with the lack of coordination and follow-through by the company. The inconsistency in service has led me to question the reliability of the entire process.

On 9/5/[redacted], I received a call offering a loyalty gift, MLB Extra Innings. The following day, I contacted customer service online after being informed the call was a scam. Then, on 9/7, I realized MLBN was missing from my package, although it had been included for over 2 years. Despite initially being misinformed about the package change, it was promptly corrected after speaking with 4 representatives. I hope to receive appropriate compensation for the inconvenience caused. I believe Extra Innings, which is about to end, and Sunday Ticket, which new subscribers receive, would be suitable compensation. Thank you for your attention to this matter. Looking forward to your prompt response. - Patricia Clark.

I have contacted your customer service team several times to address my billing dispute. Here is a summary of the issue: I notified Directv in May that we were moving and needed our service disconnected at the end of May. We followed the instructions provided and moved to Idaho, where our service did not begin until August 8th. However, I received a bill for service for June and July at our old address, despite requesting a disconnection. Each time I call, I explain the situation, but I am told there is no record of my request to disconnect service from James Rd in American Canyon. Additionally, I am being billed for service in Idaho for July when the installation was not completed until August 8th. After requesting to speak to a supervisor, I am put on hold for about 15-20 minutes and then get disconnected, wasting hours of my time. I am disappointed by the lack of acknowledgment of my original request to stop service and the dropped calls. I expect my bill to be adjusted accordingly as we should not owe anything for June and July due to the lack of service. We have been loyal customers for years and hope to resolve this matter promptly. Thank you, S.S. [redacted]

I have had three service appointments, but the last two were not honored. I received a call at 3:50 PM for a 12-4 PM window, only to be told they needed to reschedule. This has happened for the third time, and the issue remains unresolved. When I call, I am directed to call centers in India or Tennessee where the representatives seem unable to assist. I am requesting a service technician to come out as soon as possible without a four-hour window, but with a specific time. I expect my problem to be resolved promptly without any delays. Additionally, I believe I am entitled to a significant credit on my bill due to the lack of service for almost a week because of the company's incompetence. I am seriously considering switching to Spectrum or Dish.

I have been a DirecTV customer for over 13 years and have generally been satisfied with the service. After recently moving and having the DirecTV service installed at my new residence, I encountered an issue with access to NESN channel [redacted] for Red Sox games. Despite paying for the channel, I can watch shows during the day but receive an error message after 6:00 PM stating I am not subscribed to NESN. I was informed that I would need to pay an additional $39.00 a month to watch this station for baseball games, which disappoints me. I was under the impression my service would remain the same or improve after my move, so this situation is frustrating. If this matter cannot be resolved, I will have to consider discontinuing my DirecTV and AT&T services. The lack of clarity and resolution in the past few weeks has been disheartening.

After my move, I requested a technician to reinstall my service and set up a new antenna. I confirmed the Friday appointment on Thursday, but no one arrived during the scheduled 10-12 window on Friday. It took multiple frustrating phone calls totaling over an hour to discover there was no work order for my installation. After complaining, I was only offered a $10 bill credit, which left me feeling upset. Despite my satisfaction with DIRECTV's TV and DVR service, the poor phone customer service makes me consider cancelling. I'd appreciate a call back to discuss receiving a credit for the pay I lost by missing work for the installation.

I need to add a receiver to my account. I've been on the phone for over 45 minutes, but the background noise is so loud I can't hear the DirecTV representative clearly. I've been disconnected twice and had to restart the whole process. Now I've been transferred to a special accounts department, and I'm still waiting for assistance. This situation is frustrating, and I request to speak with an English-speaking representative in a quieter environment. This is by far the worst customer service experience I've encountered.

I am requesting a prompt call back from a manager or supervisor. My service was suspended until August, and when I called to extend it, I was informed it couldn't be extended. I was originally advised by a representative to suspend my service to maintain my rates when I move, with the assurance that I could extend it later. When I tried to do so in August, I was denied. Now I have received a $[redacted] bill for a service at an address I no longer reside in. I am extremely dissatisfied with this situation. As a loyal Direct TV customer, I have referred others, but unless this matter is resolved, I will not continue using the service. I am deeply disappointed and seek a resolution promptly. Thank you. - E.N.