To whom it May concern at AT&T ***Wednesday **** – Called Direct TV and spoke to Aysha...

GetHuman-davidgag's customer service issue with DirecTV from September 2018

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To whom it May concern at AT&T ***Wednesday **** – Called Direct TV and spoke to Aysha in Jamaica. Very nice Sales rep that set me up with a $*** plan per month which included internet @ ****mbps and Direct TV w NFL package and * months free HBO, Cinemax, Starz etc. The account number was *********. I wanted to get the same deal that one of my co-workers received (*********), so Aysha was able to look at that account and duplicate. The $** wireless box was free and the $* charge for the other * TV’s was also waived for the year. Aysha scheduled a dispatch to my house for Saturday **** between * - ** for the internet and Direct TV dish installation.*m*Saturday **** - Technician called at *:**am and arrived promptly at *am. He explained that he would be able to install the internet but he only had a **’ ladder and would not be able to get on my roof. Another Technician arrived to confirm that a new dispatch would be needed with a **’ ladder and that I would have to call Monday morning and set that up. Technician installed box in basement and then the modem in office and was able to get internet up and running. I confirmed that internet was up in my office with a direct connect to modem with my desktop and confirmed that internet was up wireless with my laptop in another room.**Sunday **** - woke up at *am and internet was down. Called Technical Support and did over an hour’s worth of testing, troubleshooting, power cycling, changing cables, resetting modem etc. The technician said that I would need to schedule and appointment so it was either him or someone else that I was transferred to told me that it would have to be on Monday ****. I told him that I would appreciate an escalation and get someone out today. I cancelled Comcast * Xfinity effective **** so going without internet causes a major impact in my house with both mine and my wife’s jobs and my children’s homework from School. After being placed on hold for over ** minutes they came back and said someone be out between *-*. Nobody ever showed. **Monday **** – called Direct TV at *am to get a technician out asap to fix the internet and to install direct tv dish. After being passed to * different representatives a woman representative told me that the order on Saturday was cancelled and that we would have to start all over. She was not able to see that account that I had signed up for so I told her it was the $*** deal. I was quite surprised she couldn’t view my order under acct * *********. After she got done taking all my information, SS *, she confirmed that I was all set. I asked her just to make sure that the $*** also included internet and she said no. I would be getting two bills one for internet and one for Direct TV. It was now *:**am, I told her that I had to go and she needed review my order and call me back. She told me that in her call center they didn’t have the ability to make outgoing calls. I told her that I had to go and I’d have to call back. **I called back at **:** am and was passed to another * to * representatives. Nothing got accomplished. They couldn’t reference my order, said it was cancelled etc and I finally just game up at **:**am. I figured that I would just talk to the technician that was supposed to come from *pm-*pm. Surely since they never showed up on Sunday between *-* they would come on Monday between *pm – *pm. I was wrong! I called at *pm to see if my dispatch was on schedule and I was told that the dispatch was cancelled. I’m starting to lose my mind at this point, but politely asked the rep when I could get someone out asap. He understood my pain and scheduled an appointment for the internet to be fixed on Tuesday between **am – *pm and Direct TV on Friday **** between **pm and *pm. He assured me that he put in the notes that a **’ ladder would be needed. Being without internet now for * days I called work and took a vacation day so I could be at home for the middle of the day dispatch. I had no choice!**Tuesday **** – Technician arrived at ** noon prepared to swap out the modem but after * hours of testing determined that the prior technician had the fiber running into the house crimped in * places and that was causing the internet to be down. I confirmed that internet was up and our house could go back to normal after * days. Now all we needed was the Friday dispatch from ** – * happen and this nightmare would soon be over. I assured the children that we would have TV again on Friday. Fingers crossed!**Friday **** – I had to take another vacation day to be home for the ** – * dispatch. At *:** I received an automated call from ***-***-**** that my dispatch was on schedule. I was getting excited! *pm came and went and then finally at *pm a technician arrived by himself to begin the task of a * hour estimated install. I asked him if he had a **’ ladder. He told me that it wasn’t in the notes! I dropped to one knee! He made numerous phone calls and told me that I had an install scheduled now for Saturday morning and the notes have been updated that a **’ ladder needs to be accompanied with dispatch. **Saturday *** – It’s currently *:**am and I haven’t received a phone call or text confirming that a dispatch is coming or happening at all. My Direct TV * AT&T experience at this time is an F-**Technician arrived at *pm without a ** foot ladder. I can’t believe this and technician said it wasn’t tin the notes. Another dispatch has now been rescheduled for Thursday *** between * and *. ***Thursday *** - Had to take another vacation day. Technician arrived and was able to finally complete the install. Finally! He was able to use his ladder and get on the house in the front and walk over to the back. He said that he didn’t know why the previous * technicians couldn’t complete the install. **Monday **** – received the first bill and I now have (*) bills. One for Direct TV * acct * ******** for $**.** and an AT&T Bill act ********* for $**.**. This is now a total bill of $***.** which is not what I signed up for on ****. I’ve called numerous times and nobody can seem to help me. I’ve now requested to talk to corporate so I can send this email that I’ve been documenting. I hope when someone read this they can give me a call asap at ***-***-**** to get this resolved. I’ve also already been charged $***.** back on ****. I just talked to Mark at Customer Service ***-***-**** and he explained that I could not send an email but advised I send this to:**AT&T Chief Privacy Office**** South Akard*Rm *****Dallas, TX. *******Sent Fedex and it was signed for on **** Signed for by: T.CAWLEY****** – STILL NO RESPONSE *Thanks **Dave Gagnon*C: ***.***.****
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Customer service issue
Reported by GetHuman-davidgag
Sep 20th, 2018 - 6 mons ago
I have an issue with DirecTV too
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Sep 20th, 2018 2:29pm