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New Member

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2 Messages

Fri, Oct 23, 2020 11:40 PM

Roof replacement & DirecTV dish.

My roof is scheduled to be replaced next week.  What should I do regarding my DirecTV dish?

Responses

shannon02

ACE - Expert

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21.3K Messages

a month ago

You own the dish to remove then you call DTV to setup a tech visit to install a new one.

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*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.
Juniper

ACE - Expert

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23.9K Messages

a month ago

I would suggest calling DirecTV as soon as possible because they tend to be booked out a ways these days. This is because they are a bit short staffed because of Covid. Hopefully you get an appointment that is not very far after your roof work.

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New Member

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4 Messages

a month ago

Be careful, after 15 years of service, they charged me a $50 relocation fee and i even pay $8.99 monthly for protection plan.  After 2.5 hours on the phone, they promised me they would credit that, and 2 months later, they havent credited me anything and i still havent been able to reschedule the installation.  Their online scheduling has been down for over 2 months and everytime I call i get disconnected. They have still charged me for 2 months worth of service, knowing my satellite is not even hooked up. Directv has turned to trash.  I just want to terminate my service and i cant even get anyone to help me do that.  

nabukl

ACE - Professor

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3.7K Messages

a month ago

@kaceygrigery the $49.00 relocation fee is completely valid the protection plan doesn't cover reinstallation/relocation  and never has.


______________________________________________________
Former directv csr and tech support rep.
Proud Grandma of 3
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*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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4 Messages

a month ago

After 15 years of service, it is completely absurd. The worst part was the customer service rep agreeing that was ridiculous and assuring me that would be taken off of my bill.  But thats ok.  Me finally dropping directv's (edited as per community guidelines) service is valid also.....

(edited)

Juniper

ACE - Expert

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23.9K Messages

a month ago

@kaceygrigery 

Protection plan and relocation order have nothing to do with each other.

The $8.99 optional Equipment Protection Plan covers service calls for repair ($99), delivery of replacement boxes ($19.95) and remotes ($15, or cheaper through other retailers such as Amazon). Other than some of those costs changing over time, this is how the plan has worked since it was an option. 15 years of having service doesn't change that.

Personally the one-time costs are cheaper in the long run as you shouldn't use the plan often enough to be the better value.

As for the agent "promising" to credit the fee, either doesn't understand the protection plan or just said what you wanted to hear to get you off the phone.

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For official support call DirecTV 1-800-531-5000 or AT&T 1-800-288-2020.
www.directv.com or www.att.com
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.
Juniper

ACE - Expert

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23.9K Messages

a month ago

Agent promising a credit that wouldn't happen is an issue. However charging for relocation is not absurd. Having 15 years doesn't make you entitled to have it for free. Yes it would have been nice if they could have done so, but there is no obligation that they do. Simply put, you want it then you pay for it.

-------------------------------------------------------------------------------
(Included after every post)
I am a customer, not an employee. This is a public forum.
For official support call DirecTV 1-800-531-5000 or AT&T 1-800-288-2020.
www.directv.com or www.att.com
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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4 Messages

a month ago

i understand how they are separate issues.  I just felt as though 15 years should count for something. It should.  Theyll come move my dish if i move.  No charge.  Theyll come install one for free if i sign up brand new service.  but being a loyal customer that had massive hail damage and had to replace their roof gets you extra fees and lied to.  And it took HOURS on the phone to accomplish nothing.   Honestly, its probably more of a blessing.  Directv has become a complete waste of money and hardly competitive anymore.  I'm just bummed that i let them talk me into staying the last time.  I was just trying to give a heads up before someone else gets screwed over by this company.  

New Member

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4 Messages

a month ago

@juniper  They were obligated after they agreed to give it to me for free.  And their own customer service suggested i have my roofers "stick it back up there somewhere" so they wouldnt charge me the fee before the next agent promised to waive the fee.  simply put, i dont want anything more to do with it and i am done paying for it.  Thank you for your advice:)

Juniper

ACE - Expert

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23.9K Messages

a month ago

They do not move your dish if you move. They install a new dish (assuming there isn't a usable one already) and you get a 12 month agreement (or 24 months if with an upgrade). If you don't qualify for a free move you also pay $199.

Free dish install for new customer doesn't mean you get free dish work for nothing later.

So a relocation is a measly $50 and no new service agreement.

Sure 15 years may count for some things, but it doesn't mean you always get what you want. So again the only problem was the false claim by the agent. Only you screw yourself over by expecting things differently than how reality works.

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(Included after every post)
I am a customer, not an employee. This is a public forum.
For official support call DirecTV 1-800-531-5000 or AT&T 1-800-288-2020.
www.directv.com or www.att.com
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

a month ago

Thanks for the comments, etc.  After I posted, I did manage to get to a person on a DirecTV line & he suggested I wait till after the roofing job was over before calling for a replacement.  This was because there would be a fee to have someone come over & end up not having to do anything.

Juniper

ACE - Expert

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23.9K Messages

a month ago

@slime_lowlife 

Then agent gave poor direction. You should not wait until after the work is done to call as that risks going weeks without service. You simply schedule the appointment for a day that is after the roof work is completed. So calling as soon as possible to make sure there is a minimum amount of time between day of roof work and day dish gets set back up.

Their scheduling tends to look 30 days out, so if your work is next week then this would be a good time to call. Just don't schedule for the same day the roof work is to be completed just so you don't run into issue of DirecTV tech there before work is done.

(edited)

-------------------------------------------------------------------------------
(Included after every post)
I am a customer, not an employee. This is a public forum.
For official support call DirecTV 1-800-531-5000 or AT&T 1-800-288-2020.
www.directv.com or www.att.com
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.

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