DirecTV Customer Service Issues

Archive 32

The following are issues that customers reported to GetHuman about DirecTV customer service, archive #32. It includes a selection of 20 issue(s) reported September 24, 2020 onward. If you have a similar customer service issue, this page will help you find current, up-to-date answers and solutions too.
I, Damon Richard, recently ordered DIRECTV for my home at [redacted] Forest Creek Dr., Fort Worth, Texas, [redacted]. During the installation, the technician removed the old Direct TV equipment, but it was not replaced with the new equipment as expected. Consequently, my wife, Donna Green, received a bill in collections despite the situation. We have tried to resolve this matter with customer service to no avail. If this issue is not rectified, I will have to cancel all my AT&T services, including DirecTV, internet, and our four cell phone lines. I would appreciate it if you could look into this matter promptly. Thank you for your assistance. Damon Richard.
Reported by GetHuman5296180 on giovedì 24 settembre 2020 13:41
I never receive a physical bill in the mail, causing periodic TV disconnections and reconnect fees. I would like to determine my package, view all available packages and prices, and understand how to check my bill amount without a physical copy. I suspect I might be on a different package after my introductory period with Directv, which has been around for about three years. My address is [redacted] Shady Forest Drive, Elmendorf, Texas [redacted], technically part of Sandy Oaks, in Bexar County. Although Sandy Oaks is now a separate municipality, the mail city remains Elmendorf due to its previous incorporation. The account is under my name, Brian Y., and I can be contacted at [redacted] or through email at [redacted] for text communication.
Reported by GetHuman-briamhea on domenica 4 ottobre 2020 05:26
Good morning, 1) I used to be both a DIRECTV and AT&T home internet customer. 2) I have since canceled my AT&T home internet service (now using Xfinity) but have kept my DIRECTV account. 3) When attempting to log in to my DIRECTV account, I am redirected to an AT&T sign-in page, where I see my final DIRECTV payment due soon. Note that I am no longer an AT&T customer. 4) I am encountering issues trying to download TV apps like CNN and Fox News on my new television. These apps require me to select my cable provider (DIRECTV), but my username (my email address) and password are not being accepted. I suspect this is because my username is my email address and DIRECTV is linking it to AT&T, where I am no longer a customer. Final: I require a new username and password exclusively for DIRECTV that will enable me to sign in to TV apps like CNN. I spent 40 minutes on the phone yesterday waiting for assistance from DIRECTV but was unsuccessful.
Reported by GetHuman5334663 on lunedì 5 ottobre 2020 15:15
Yesterday, I contacted customer service to lower my monthly bill since it has become too costly for my budget. As a 69-year-old senior, I am trying to manage my expenses. Last night, I noticed that I no longer have access to Channel [redacted] for Lifetime or the NBA basketball game on ESPN. I would like to reduce my bill from $[redacted].00 to make it more affordable, but I don't want to lose the channels I enjoy. Thank you. Carol E.
Reported by GetHuman5350764 on venerdì 9 ottobre 2020 18:00
I wanted to add the UP channel to my package and was informed of the additional cost. I agreed to upgrade to the Choice package with the condition that I would retain my existing 2 Hallmark channels. Despite assurances during our conversation, my channels were not as promised once the change was made. I spoke with another representative who mentioned looking into the issue but I have not received any updates. It's frustrating to be told one thing and experience another. I was under the impression that I would have all my current channels plus the UP channel. Disappointed by the outcome, I reverted back to my previous Select package due to the discrepancies. It's essential to deliver on promises made to customers. I only intended to keep my original Select channels and simply add the UP channel.
Reported by GetHuman5376892 on sabato 17 ottobre 2020 16:12
I recently spoke with a technical support representative for over 2 hours three weeks ago. He determined that the box on the master TV needed to be replaced and mentioned he would order it, but a technician couldn't come out for 3 weeks. Today, 10/17/[redacted], they were scheduled to arrive between 8-12, but then rescheduled to 4 and eventually apologized for not showing up at all. They want me to reschedule during a weekday, but it's difficult with my work schedule. The lack of TV service for over 3 weeks is unacceptable. When I asked for the names of the three representatives I spoke with, they refused to answer, and they wouldn't confirm if the call was being recorded for quality service. This level of customer service is extremely disappointing.
Reported by GetHuman-mrmassey on sabato 17 ottobre 2020 22:49
As Canadian Snowbirds with a vacation home in Arizona, we have been DirecTV customers since [redacted]. Typically, we suspend our service for six months each year, as per their policy. Due to the current border closures and my health concerns amidst the COVID-19 situation, we reached out to request an extension on the suspension or cancel the service temporarily. Initially, they agreed to suspend the account until our return is possible. However, there has been a mix-up, as we received a bill for October. Unfortunately, their contact information seems unresponsive for those outside the country, which is a challenge for us. We urgently need DirecTV to honor their agreement by suspending the account as promised, or guide us on returning the equipment if cancellation is necessary.
Reported by GetHuman5380012 on domenica 18 ottobre 2020 22:58
As a loyal Directv customer for two decades, I have valued the product quality and technological advancements. Despite receiving generous loyalty offers over the years, I am contemplating canceling my service as my latest promotion ended last month. After multiple attempts to prevent a $40 increase on my account, my last effort involved a conversation with a customer loyalty associate. While they empathetically offered a $40 credit for this month, it feels like a temporary solution. Regrettably, I feel I have exhausted my options. The customer service experience seems constrained by policies, lacking the personal touch. Account number: [redacted]4.
Reported by GetHuman-sharpnam on domenica 25 ottobre 2020 19:27
To whom it may concern: I am writing on behalf of our client, Larry Bowman, represented by the law firm Twitchell and Rice, LLP. Our client disputes the debt claimed in the repeated billing of $[redacted].89 per month, as outlined in the enclosed contract where the agreed amount was $[redacted]. Despite efforts made by our client and a reduction to $83.93 per month under Confirmation #6R47MYW4N04SG7K, AT&T continues to bill $[redacted].89 monthly and is now requesting payment for the alleged overdue amount. Any reporting of this debt to a credit agency will negatively impact our client's credit rating and may lead to legal action, as the debt is based on erroneous information previously highlighted. AT&T is advised that reporting such a debt will be considered a cause of action. For all future communication regarding this matter, kindly contact Vincent T. Martinez at Twitchell and Rice, LLP, Santa Maria, California, at [redacted].
Reported by GetHuman5404919 on lunedì 26 ottobre 2020 18:21
I purchased NFL Sunday Ticket in September, just before the football season began. Despite not having AT&T or Direct TV service, I ordered it for streaming on my Android device as advertised on the NFL Sunday website. After applying and being approved via email, I chose the $73 monthly payment plan for 4 months but was charged $[redacted] on Sept. 19 for the full season. Despite paying, I haven't been able to watch any games since the season started. The account number provided is [redacted][redacted]. After multiple unsuccessful attempts calling, I spoke to a representative who failed to resolve the issue before the call dropped. I have yet to receive a refund for services I haven't received. How can I get my money back? The website shows my account on hold for non-payment, even though the funds were deducted promptly.
Reported by GetHuman5437305 on venerdì 6 novembre 2020 00:42
I am experiencing issues with my account number [redacted]4 regarding the service address at [redacted] Crestwater Dr., Leesburg, FL [redacted]. On 9/12/20, I contacted customer service and spoke with Jake about suspending my service due to the pandemic situation. I was informed to clear the bill before the suspension could take place. I sent a check on 9/23/20 for the bill due that day, which was credited on 9/17/20. However, I later received a bill for the period from 10/03/20 to 11/02/20 at my NY address. Despite explaining the situation to several representatives and supervisors, I was advised I should have requested the suspension again. I inquired about the billing process and why the system didn't automatically suspend services when the bill was cleared on time. I also mentioned a goodwill gesture to rectify the situation, but was informed about job security concerns. Recently, I received another bill notification. I believe that since I settled the bill by 9/17/20 and requested the suspension for 9/23/20, this issue should be resolved.
Reported by GetHuman-gpurrs on venerdì 6 novembre 2020 20:34
I had Direct TV service connected to my house in Iraq and Afghanistan in [redacted]. Despite my attempts to cancel and showing proof of being out of the country, they did not provide the evidence I requested. In May/June [redacted], a Manager told me they would waive the charges, yet my account has now been sent to collections. I believe there are recorded messages and service notes regarding this matter on my account. Please remove the termination fee and update my account status. My account number is [redacted]8.
Reported by GetHuman5441630 on sabato 7 novembre 2020 14:58
I want to share a concern about my experience with Direct TV. Over the years, as loyal customers, we have had to downgrade our package annually due to the constant price hikes. Despite calling for help, we only receive minimal discounts. As retired individuals relying on fixed incomes, it's frustrating that our package costs more each year while our income remains the same. Today, when I tried to enjoy some music on the All Seasons Music channel, I was surprised to learn that it now requires an additional fee. It was disappointing to realize I needed to pay extra just to listen to music. While I understand that there are other music channels available, the thought of paying more for this specific channel was disheartening. I hope that in the future, consumers like us will have the option to choose the channels we pay for, rather than having a bundle of [redacted] channels that often feel repetitive. Thank you for reading my feedback.
Reported by GetHuman5441948 on sabato 7 novembre 2020 17:08
DirecTV had a service appointment set for today from 8AM to 12PM to replace a malfunctioning satellite HDR receiver. I was notified via text at 10AM that the technician would be late. After inquiring with AT&T about the updated arrival time, I received an unhelpful response stating there was no further information. Given that I planned my day around this appointment, it is frustrating not to have a clear idea of when to expect the technician. Clarity on the revised arrival time is necessary.
Reported by GetHuman5490499 on martedì 24 novembre 2020 17:16
I am Robert H. and I am seeking advice regarding my hearing issues, unrelated to my TV service. I use a combination of a cochlear implant in one ear and a traditional hearing aid in the other. Recently, before switching to AT&T Direct TV, I bought a Samsung TV. Previously, with another TV provider, I successfully connected a pair of headphones which was very beneficial. Despite the multiple HDMI ports on the Samsung TV, they are not labeled. I purchased MEE Bluetooth headphones that came with detailed instructions but I struggled to connect them to the Samsung TV. When I attempted to contact Samsung for assistance, I was unable to reach them by phone. Is there a method for me to successfully link my headphones to the TV equipment?
Reported by GetHuman5513829 on mercoledì 2 dicembre 2020 16:35
I have contacted multiple times regarding equipment left in the lobby of my building. Each time, I was assured the items would be picked up promptly, but they remain here since October. Despite not being mine, I have been attempting to have them removed since November 19th. The boxes do not belong to anyone in the building, and there is no contact information for a delivery company. The telephone number listed on the boxes leads to the Air Quality Control agency without voicemail. The boxes are labeled as containing DirecTV equipment. Please arrange for the prompt removal of these boxes at [redacted] E. Del Mar Blvd, Pasadena, CA [redacted].
Reported by GetHuman5522044 on venerdì 4 dicembre 2020 18:38
I used to be a customer of DirectTV, but I canceled my services in [redacted]. Despite returning the equipment in October [redacted], they claimed I still owed $[redacted], which even appeared on my credit report as a delinquent payment. In trying to get this resolved, I discovered that the UPS store no longer had the receipt. After spending 2 hours on the phone with customer service, the issue still remains unresolved. It's been frustrating dealing with ATnT's lack of accountability in reconciling my account, as it has now affected my ability to sign up for ATnT mobile services.
Reported by GetHuman-sacldus on venerdì 4 dicembre 2020 23:19
I only have internet for one week each month. I'm unable to watch On-Demand without internet, and my phone's internet is also affected. When I contact customer support, they acknowledge there's an outage in my area but fixes are taking too long. I've been loyal to ATT for years, and it's frustrating to pay for services I can't use. If this continues, I'll consider switching providers as my phone's functionality is also impacted. It's disappointing, but I may have to end my relationship with ATT/DirecTV.
Reported by GetHuman5527687 on domenica 6 dicembre 2020 18:48
We recently noticed a charge of $40 on our bill for Cinemax, etc. This occurred after we contacted customer service regarding our receiver freezing up while trying to access Cinemax/STARZ during a free weekend offer. Despite calling twice to confirm we wouldn't be charged, we still received the bill. We have been loyal Directv customers for over 15 years. I would appreciate speaking with a customer service representative to resolve this issue promptly.
Reported by GetHuman-mikerab on lunedì 7 dicembre 2020 13:08
I am writing to express my disappointment about the removal of Tegna channels from DirecTV. During this challenging year of Covid-19, following guidelines to stay home, and assisting my granddaughter with online classes while dealing with health challenges, television has been my escape. Missing events like the Rockefeller Center Christmas Tree lighting and NFL games due to the Tegna dispute has been frustrating. The loss of programs like "Saturday Night Live" affects our family's coping mechanisms. I urge Tegna to settle the dispute promptly, considering the impact on viewers who rely on television during these difficult times. Negotiating a compromise would be beneficial for everyone involved. Thank you for listening.
Reported by GetHuman-cpastula on venerdì 11 dicembre 2020 22:33

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