DirecTV Customer Service Issues

I need help replacing my 9-year-old H21-[redacted] receiver that has stopped working. Dealing with direct tv customer service has been challenging with long wait times on hold. All I need is a new receiver sent to me to resolve this situation. It is frustrating experiencing this delay. I would appreciate prompt assistance in getting a replacement. Thank you.

We are encountering trouble with loss of HD channels on our DirecTV account. The Error Code [redacted] occurs intermittently, affecting most HD channels for varying lengths of time. Interestingly, our "Smart" TV, controlled solely by its own remote, is unaffected by these outages. While the non-HD channels function properly, it is frustrating to have limited access to HD channels. We seek a solution to rectify this issue as it seems not related to satellite communication problems. Thank you, E. & M. Searle Acct #[redacted]61

I am Jerome F., a DirecTV customer since [redacted]. My wife and I have been living in our RV full-time since [redacted]. We lost access to local channels recently due to some government changes. After contacting DirecTV, they offered a plan with local channels based on my location. In Mountain Home, Idaho, I couldn't receive the channels because my receiver was not HD. When we moved to Buffalo, WY, local stations appeared in the guide, but I got error [redacted]. I was informed by Darwin in tech support that Denver locals were not available in my area. When trying to revert to east and west coast feeds, I was told to reapply for mobile DNS services. Despite the confusion with different agents, including Rosa stating out-of-market local channels are no longer accessible, I received a letter outlining the application process for DNS services. I can provide my vehicle registration forms as requested but need clarification on the Mobile Vehicle Declaration of Intent form and the Application for a New Mobile Vehicle Account form. I seek assistance in restoring network stations and clarity on available options. Your help is greatly appreciated.

I'm having trouble with my bedroom TV not changing channels with the Genie Mini remote. I keep getting a "Video CONNECTION LOST CODE [redacted]" message. The remote batteries are new and the volume control works, but it doesn't seem to connect to the main DVR box in the family room. I've double-checked all the cables with help from my son. Even after rebooting the cable box multiple times, I still can't get all the channels to play, just ABC. I recently had a health issue and was hospitalized, so dealing with technical problems is overwhelming. Can a technician come out to ensure all devices are working correctly? I'm considering switching service providers due to these ongoing issues.

I recently experienced a frustrating issue with my Direct TV service and contacted their customer service department. The representative I spoke to had a strong accent, making it difficult to understand the information provided. The automated phone system also added to the challenge with irrelevant questions. This experience was disappointing, and I am considering canceling my service. The process to resolve this may take days, and I hope it will be handled correctly. If asked, I would describe the service as unacceptable and plan to report my experience to relevant consumer watchdogs.

My parents have been subscribers of Directv for approximately 15 years. Unfortunately, they have been experiencing [redacted] error messages and frequent TV outages for the past 6-8 weeks. With my mother's respiratory illness and COVID concerns, they have been tolerating the issue, but it has recently worsened, making the TVs unwatchable for hours. Despite a technician's visit yesterday declaring the problem solved, it resurfaced less than 24 hours later. Dealing with this ongoing problem, multiple technicians, and long phone calls has been exhausting. I have expressed the urgency of resolving the issue promptly due to my mother's health. I am considering switching to a different TV service provider, even though my parents prefer to continue with Directv and pay a substantial yearly fee. I am open to teaching them to use streaming services as an alternative. I am seeking guidance on how to escalate this issue beyond the standard Directv helpline to find a lasting solution. Thank you.

I have encountered two issues with DIRECTV that I need assistance with resolving. Firstly, I was erroneously billed for 7 months for a returned receiver. Although I was informed that I was due a refund of $49, I was only refunded $25. Secondly, when requesting to downsize to one box and relocate my services to my other property, I was informed that this change would come with a 12-month commitment. This requirement seems excessive given that no new equipment installation is necessary for the move. As I am retiring and wish to carefully manage my expenses, committing to a long-term contract isn't feasible at this time. Unfortunately, due to this policy, I have decided to terminate my 14-year relationship with AT&T.

Dear support team, I experienced a power outage last Thursday that affected one side of my house where my main TV is located. After restoring power, I contacted customer service for assistance. Despite following the troubleshooting steps provided, I was unable to restore the channel and unfortunately ended up deleting my recorded programs while trying to fix the issue on my own. I pay $[redacted] a month for the service and finding it frustrating to communicate with representatives who may not speak English fluently. Is there a way to recover my deleted programs? It is important to me to have them back. It has been a challenge to reach someone for help and I am seeking assistance in getting the system running smoothly again. My account number is [redacted]. Thank you.

I require assistance regarding a power surge issue with my 2-year-old $[redacted].00 TV. Even though all my components are connected to a high-quality Panamax power protector, a surge entered through the HDMI port, leading to the need for repair. An electronic technician inspected the TV and believes the surge was caused by the Direct TV dish not being correctly grounded. Since Direct TV equipment bypasses the surge protector, I need to arrange for an evaluation of the grounding of the Direct TV system.

I have one receiver at my home address but two accounts for the same device, resulting in double charges for several months. Despite numerous calls, I have been unable to resolve this issue. My name is Katherine H., and my address is [redacted] Hessinger-Lare Road, Youngsville, NY, [redacted]. The account numbers are [redacted]-[redacted]-83 and [redacted]4. My husband, David H., has a separate account at [redacted] Stump Pond Road, Livingston Manor, NY, [redacted]. I would appreciate swift resolution of this matter as I am considering escalating this to the Better Business Bureau and seeking legal advice due to the ongoing overcharging by Direct TV.

I have been a loyal customer of your DirecTV service for a considerable amount of time. However, since the merger with AT&T, my monthly bills have been consistently increasing without any clear explanation despite my frequent inquiries. I never received any notifications about rate hikes or a new contract with AT&T/DirecTV. During my last call regarding the escalating charges, I expressed my dissatisfaction and warned about discontinuing the service if the issue persisted, well before the next billing cycle. I am dismayed to discover an erroneous $85.00 charge from AT&T/DirecTV on my credit report with incorrect dates. This situation is unacceptable, and I demand its immediate removal. I intend to lodge a complaint with the Consumer Financial Protection Bureau as I have observed similar grievances from other dissatisfied customers.

We requested the cancellation of our Sunday NFL Football Ticket on either September 4th or 5th, [redacted], aiming for a complete termination for all future seasons. Initially, when using the automated service, we were informed that it was not associated with our Direct TV account, which was misleading. Upon speaking with Justin, however, he located our account promptly and acknowledged the active subscription. He assured us of the cancellation and even provided a $20 discount for the next 12 months. Despite these assurances, the service remains active on our TV under the landline number [redacted], albeit currently disconnected due to storm damage. We are perplexed as to why the automated system still denies the subscription's existence when it is evidently present on our TV, causing confusion during recent attempts to address the issue.

Subject: Important: Action Required on Your DIRECTV Account Dear Customer Service, I hope this message finds you well. I have noticed that there is a past due balance of $[redacted].72 on my DIRECTV account, with a total amount due of $[redacted].69. I understand that sometimes oversights occur, so I am reaching out to address this issue promptly. If the payment has been settled or a payment arrangement has been made, kindly disregard this notice. However, if the balance remains unpaid, I would appreciate it if the payment could be processed promptly to avoid any service interruptions. To settle the outstanding balance and ensure continued access to the entertainment you enjoy, kindly visit directv.com or contact us at [redacted] to complete the payment. If you have any inquiries or require assistance, feel free to reach out to us at [redacted] for further clarification. For more information on our commitment to supporting customers during the COVID-19 pandemic, please refer to att.com. Your prompt attention to this matter is greatly appreciated. Thank you for your cooperation. Sincerely, Carole S. Phone: [redacted] Email: [redacted]

On August 18, [redacted], I spoke with a representative from your service in the Philippines regarding a disputed Direct TV charge for the Playboy channel. Despite never watching Playboy, after a lengthy call with your customer support, I was informed that the $28.78 charge was removed, and I mailed the remaining amount of $[redacted].30 on the same day. As senior citizens, we don't use such services. However, our recent bill shows a $28.78 overdue charge plus a $9.25 late fee, which is inaccurate as we've never been late on payments. A subsequent call with a service representative named Jamie proved unhelpful as communication was challenging. I demand my bill to reflect the correct amount of $[redacted].30. I am reluctant to contact the service in the Philippines again. Should I consider switching to another cable provider? Thank you. - Mark Nelson, Customer #[redacted]36, [redacted] J St, Eureka, CA [redacted]

September 8, [redacted] Direct TV Inc. Collection Department P.O. Box [redacted], Greenwood Village Colorado [redacted] Subject: Discrepancy in equipment serial numbers and erroneous charges Account: [redacted]5 Dear Sir/Madam, I have been a loyal AT&T and Direct TV customer for a significant amount of time. In early [redacted], I made the switch from Direct TV to fiber and U-Verse services. Following the transition, I promptly returned all on-premises devices (totaling 4) to Direct TV as instructed. However, it appears there was a discrepancy between the serial numbers of the devices I returned and the records maintained by Direct TV. Despite assurances from a representative that the issue would be resolved, I continue to receive notices from collection agencies. I attempted to obtain a duplicate drop-off record from UPS, but they do not retain such records. I should not be held accountable for an error made by your office. Given my substantial monthly payment of over $[redacted] for various services, I kindly request the waiver of the $[redacted].03 charge. Furthermore, I have not been compensated for service disruptions that occasionally occur, often taking hours or days to resolve. Sincerely, Amalendu Chatterjee [redacted] Perfect Moment Drive Durham, NC [redacted] Cell: [redacted]

I have contacted your support team multiple times regarding my Directv box stuttering and freezing for periods of time, which began two weeks ago. Despite troubleshooting with your technicians, including resets and unplugging, the issue persists. During my last call, I suggested it might be the box causing the problem, but instead, I was offered a service visit with a $99 charge or a service plan. I have been renting the box from your company monthly for many years, and as it is your equipment failing, I believe you should be responsible. The technician's suggestion that the wiring might be at fault doesn't align with the fact that the system worked flawlessly until recently, and I have already checked all connectors. I will be away in Florida next week, so I request that this matter remains on record for resolution upon my return, expecting your company to address the issue by providing a new box.

I might need new receivers. I've been having an issue with my Genie for a while now. Recently, the picture got stuck for a few minutes and then it stopped by itself to "check." I've tried pressing the button on the card several times, followed all the troubleshooting steps in the book, unplugged and checked all the cables. Even after pushing the button and it goes to check, still no picture or voice. I've also attempted everything using the TV controls, but nothing seems to work. I've spent a lot of time trying different solutions. Yesterday, a new download fix option appeared, but our DVR has never worked.

I have been unable to access online chat. I am seeking information on the return of out-of-market channels (CBS, NBC, ABC) to our service. I have been a loyal Direct TV customer for years, residing in a rural area where Direct TV was the only viable option for television. While I initially signed up for this service due to the lack of local channels, I am now being advised to get locals, which may not be possible or desirable for me. Despite this change, I have not previously raised concerns about paying for these channels. I have been instructed to visit tvpromises.com for updates, but the information has not been updated since June. I kindly request more frequent updates on this matter. Your honest opinion on the likelihood of these channels returning would be greatly appreciated. Thank you. - Cheryl

I was disappointed this Sunday when The NFL Ticket wasn't available as usual. Calling DirecTv turned into a frustrating experience. The automated system took about six minutes to reach a representative due to high call volume. After enduring 54 minutes on hold, I spoke with a representative for eight minutes before being transferred because of my Legacy account. The language barrier with the next representative from Yakkastan made it difficult to explain my issue, but miraculously the games showed up while on the call for a total of 2 hours and 6 minutes. The process raised questions about the service quality, staffing, and the company's decline since being acquired by ATT. I hope for a resolution to prevent such incidents in the future and ensure clearer communication with customer service. A response from a competent English-speaking representative would be appreciated over a generic email. My concern now is if my bill will be adjusted for the inconvenience and how to prevent similar issues in the future. Thank you. Tom P.

Today at 2:49 pm, I received a call from an individual claiming to be from Direct TV. The caller had a foreign accent, possibly from an Indian or Pakistani call center, and reached out from phone number [redacted], originating from Loomis, CA. Initially, he inquired about my satisfaction with Direct TV services, to which I confirmed my contentment. However, when he began offering additional programming or equipment, I declined politely. Despite my disinterest, he persistently pushed his offers, leading me to firmly express my lack of interest. Shockingly, he responded rudely before disconnecting. I believe it’s important for you to be aware of this incident to address potential customer scams or employee behavior. Thank you for your attention to this matter.