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J

New Member

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2 Messages

Wed, Nov 25, 2020 4:49 AM

6 hours on the phone without any resolution!

I was a long time employee of DIRECTV who retired last year. Today, without notice, following an account audit, my box had my packages removed. Spent 6 hours with various customer service and techs around the world...despite signing up for a Premier All Included account, I cannot receive the 200 range HD channels at all, just SD equivalents. Prior to the account snafu, they were all there. I have a HR54-200 receiver and two Genie Minis. We attempted rehits, reboots, and just about everything else, but still get Ext 721 on things like CNN, TBS, TNT, Food Network, BBC World, etc. Local channels and premium movie services are fine. Seems like something is off with the package and authorizations and nobody seems to know how to fix...any thoughts?

Responses

nabukl

ACE - Professor

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3.8K Messages

2 months ago

Did any of the csrs check to Make sure the hd access line item is active


______________________________________________________
Former directv csr and tech support rep.
Proud Grandma of 3
Award for Community Excellence 2020 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

New Member

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2 Messages

2 months ago

I believe so...all of the 500 premium HD channels and my local channels were fine on HD; seemed to be just the 200 series channels that were 721 and only showed up in SD...need to recontact the employee and retirees department tomorrow and see what changed with my package...

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