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2 Messages

Mon, Mar 30, 2020 8:26 PM

Suspending DIRECTV for seasonal home

Due to the corona virus we will not be going to our home in AZ for many months. Can I do this myself on line?

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Official Solution

shannon02

ACE - Expert

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19.9K Messages

2 months ago

Nope, you have to call and if you are outside the US it can't be done as DTV numbers are US only. You can only suspend service for 6 months per year with a $7.00/month fee.

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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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2 Messages

I just discovered you are absolutely right. I did have to wait 25 minutes on hold. But finally it was answered and accomplished.

New Member

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2 Messages

2 months ago

I completely understand the reduction in call center personnel. My company has told several of us that we may be furloughed in the coming days so I need to cancel or suspend my DirecTV service. I have tried to call for the last 3 days because they do not allow you to cancel or suspend through your account management online. If you're going to reduce customer service than at least allow customers to suspend or canel their service online.

Note: This comment was created from a merged conversation originally titled Cancel/Suspend Service

New Member

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2 Messages

Agreed! This is absolutely ridiculous that subscribers cannot connect with AT&T or Direct TV to disconnect service! Maybe we should file a complaint with the FCC or FTC .

New Member

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2 Messages

2 months ago

I am from Canada and Direct tv will not answer phone from out of USA. How/who/what number can I call that will go through??? Usual Direct TV numbers don't work! Can I email somebody?

Note: This comment was created from a merged conversation originally titled Temporary suspend
shannon02

ACE - Expert

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19.9K Messages

Since DTV is a USA only service there is no way to contact them from outside of the USA and DTV doesn't have email support either.

If you have service in the USA when you are there you can add a authorized user in the US to manage it when you are back in Canada.

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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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20.2K Messages

@ITull

DirecTV being a United States only service has never accepted calls from an international number. So you would need to suspend before you left, or while gone have an authorized user in-country to call on your behalf. There is no email support.

Now AT&T (DirecTV's new owner) deals with international service, you might be able to use the AT&T international support number to get through and then be transferred to a DirecTV specific department. I'm not sure myself, but it is an option to try.

From outside the U.S.: Call +1.314.925.6925 anytime. It's a free call from your AT&T wireless phone.

Suspends now have a $7 monthly vacation hold. Here is the rest of the info that hasn't changed.

https://support.directv.com/account-management/2430?_ga=2.128415628.1478639481.1584573436-2949741.1583800811

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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
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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.
litzdog911

ACE - Sage

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53.2K Messages

Have a friend call DirecTV for you, then conference you into the call.

____________________________________
ACEs are customers too, NOT employees. Answers are based on experience. I strive to give honest answers, even if not always appreciated. If you posted personal information, please edit and remove.

For official support call DirecTV 1-800-531-5000 or AT&T 1-800-288-2020.
Award for Community Excellence 2019 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 am in Ecuador SA and directv will not answer phones or no email address to send a message. Will not answer phones out of the USA . How can one continue to have service temp suspended until we are able to travel back to the states due to the covit -19 virus our trip was extended longer pls ADVISE. THANK YOU

Note: This comment was created from a merged conversation originally titled Temporary suspend service for directv and internet
shannon02

ACE - Expert

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19.9K Messages

Service can only be suspended for six months within a one year period. If there is an authorized user in the US then they have call to do it, if not then you can try taking it up with DTV when you finally get back.

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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.
litzdog911

ACE - Sage

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53.2K Messages

Have a fried call DirecTV and then conference you into the call. There's no way to call them from outside the US.

____________________________________
ACEs are customers too, NOT employees. Answers are based on experience. I strive to give honest answers, even if not always appreciated. If you posted personal information, please edit and remove.

For official support call DirecTV 1-800-531-5000 or AT&T 1-800-288-2020.
Award for Community Excellence 2019 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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3 Messages

2 months ago

My iphone app is often hitting "network issues" and I am unable to use the mobile service. I would like to explore cancelling or suspending my service.

Note: This comment was created from a merged conversation originally titled Suspend Service

New Member

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2 Messages

2 months ago

I am not eligible to suspend my Directv services until April 17, 2020, however because of the coronavirus we are returning to Canada tomorrow. Once I'm in Canada, the 1-800 number doesn't work and there is no "Chat". How can I temporarily suspend my Directv services from April 17-October 16, 2020?

Note: This comment was created from a merged conversation originally titled Temporarily Suspend Services
litzdog911

ACE - Sage

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53.2K Messages

The only way is to call DirecTV, so take care of it before heading to Canada. Or have a friend in the US call for you, then conference you into the call. Expect to wait on hold for a while because their phones are slammed.

____________________________________
ACEs are customers too, NOT employees. Answers are based on experience. I strive to give honest answers, even if not always appreciated. If you posted personal information, please edit and remove.

For official support call DirecTV 1-800-531-5000 or AT&T 1-800-288-2020.
Award for Community Excellence 2019 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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20.2K Messages

DirecTV has not accepted calls from international numbers as they don't have international service. However, there is now a workaround.

Since AT&T owns DirecTV and has integrated their systems, you can call their number that supports those out-of-country and get transferred to a DirecTV department. But be prepared for long hold times as many call centers are closed for Covid-19.

Call +1.314.925.6925 (free from your AT&T wireless phone).

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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 2019 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

My service to my summer home out West was suspended for 6 months expiring now. In New Jersey we are under executive order to limit going out of our house. As we are both in our 80s we are urged to stay home and not to travel. The automated system won’t allow a further suspension which would only be the second in 12 months as allowed. Understandably, contact with an agent is extremely limited and no means of email contact I can find. Any suggestions

Note: This comment was created from a merged conversation originally titled Temporary suspension of service
nabukl

ACE - Professor

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3.1K Messages

The maximum suspension is for 6 months within 12 months you can't suspend twice in 12 months if the first one is already at the maximum 6 months.

______________________________________________________
Former directv csr and tech support rep.
Proud Grandma of 3
Award for Community Excellence 2019 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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3 Messages

2 months ago

We live in Canada and due to covid-19 won't be able to get to our summer cottage. Our subscription is currently suspended and we are looking to extend the suspension. How do we contact DirectTV from Canada?
Note: This comment was created from a merged conversation originally titled Seasonal suspension
Brand User
ATTHelp

New Member

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120.2K Messages

@Caroline14, Thanks for reaching out to the forums team!

 

We know how important and time sensitive service issues can be, so we encourage you to contact our voice or chat teams for expedited service.


Once you select your product, just scroll down to the bottom and choose to chat live. Please let us know if you have any other questions we can assist with!

 

 

Lafayette, AT&T Community Specialist

Still need help? Ask a question! Our 1.4 million members typically respond within 1 hour.

*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.
shannon02

ACE - Expert

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19.9K Messages

The chat and voice don't work from Canada.

Award for Community Excellence 2019 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.
Brand User
ATTHelp

New Member

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120.2K Messages

@Caroline14,

 

If you are currently out of the US, we suggest that you call +1.314.925.6925. 

 

It’s taking longer than normal to reach us. But, you don’t have to wait for help. Get online support.

 

If you have any additional concerns, please feel free to reach out to us. Thank you for contacting us on AT&T Community Forums!

 

Lafayette, AT&T Community 

Still need help? Ask a question! Our 1.4 million members typically respond within 1 hour.

*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

New Member

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3 Messages

We contacted AT&T and were able to suspend our DirectTV. Thank you!

New Member

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2 Messages

2 months ago

I’ve been trying to cancel or at least suspend my service for a couple weeks now I cannot get through to anybody in your customer service since the virus I haven’t been able to watch sports and I certainly don’t want to watch reruns I only have your service for sports. At this point I do not want to pay your high prices if there’s nothing on TV I watch it’s like throwing money away I’ve tried numerous times and spent hours on the phone to never even talk to a customer service representativePlease advise what I should do if I would like to cancel or suspend my serviceThank you

Note: This comment was created from a merged conversation originally titled Can’t cancel
shannon02

ACE - Expert

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19.9K Messages

COVID-19 has closed call centers and left the remaining ones short staffed keep trying.

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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

2 months ago

I want to suspend my Directv account now

Note: This comment was created from a merged conversation originally titled suspend my directv account
nabukl

ACE - Professor

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3.1K Messages

You have to call customer service for that and suffer through the extreme wait times.

______________________________________________________
Former directv csr and tech support rep.
Proud Grandma of 3
Award for Community Excellence 2019 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

@nabukl i would but cannot get through to them, the virtual guy just hangs up after awhile, and the number 1-800-531-5000 does not work from Canada

New Member

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6 Messages

They (Edited per community guidelines).

New Member

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2 Messages

2 months ago

Would like to activate our seasonal package for the next 6 mos as well as cancel our 3 mo FREE offers. We have had to return to Canada due to COVID19. We cannot reach anyone by telephone.

Note: This comment was created from a merged conversation originally titled Seasonal activation
litzdog911

ACE - Sage

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53.2K Messages

Call Centers are slammed now due to coronavirus staffing shortages. Keep trying. Be patient.

____________________________________
ACEs are customers too, NOT employees. Answers are based on experience. I strive to give honest answers, even if not always appreciated. If you posted personal information, please edit and remove.

For official support call DirecTV 1-800-531-5000 or AT&T 1-800-288-2020.
Award for Community Excellence 2019 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.
Brand User
ATTHelp

New Member

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120.2K Messages

Thank you for reaching out to us here, @Janiceb.

 

We apologize for the delayed response and appreciate your patience at this time. 

 

Due to the current situation with the corona virus and since you are currently out of the US, we suggest that you call +1.314.925.6925 (free from device) or chat with us here.

Thank you for your continued patience. Stay safe!



Elmi, AT&T Community Specialist.

Still need help? Ask a question! Our 1.4 million members typically respond within 1 hour.

*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

New Member

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4 Messages

2 months ago

Have second home that we are unable to travel to because if coronavirus. Service suspended until April 15 but due to the virus and a mandatory stay at home order for the state of NC until the end of April which might be extended to a later date we felt it might be advisable to wait to travel to our second n.v d home. Have tried 2 times on March 30, 2020 for a total of 2 hours to resolve the problem. Due to something that is our of our control, there are no avenues for us to take and DirecTV is not willing to extend the suspension. Customer service states that they can't override the system. So I had to cancel my account after being with DirecTV for over 18 years. Now explain to me how that's the best solution. Why is it so hard to deal with AT&T?
Note: This comment was created from a merged conversation originally titled DirecTV extension on suspension due to coronavirus
nabukl

ACE - Professor

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3.1K Messages

This has nothing to do with att tv
Moving to direcTV forum but to answer your question suspension is a Max of 180 days if you've already exceeded that then there's nothing that can be done the csr was correct they can't override the system.

______________________________________________________
Former directv csr and tech support rep.
Proud Grandma of 3
Award for Community Excellence 2019 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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20.2K Messages

Suspension are max 6 months within a 12 month period. Their agents cannot override that. So far AT&T hasn't announced any exceptions to this.

For further updates: https://about.att.com/pages/COVID-19.html

-------------------------------------------------------------------------------
(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 2019 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

Sorry, I'm new at this! I thought att tv was DirecTV. We suspended the service on January 13th, 2020. So that's a little over 2 months. So doing the math it could have been pushed out to July. If I can't get it resolved I'll have to permanently cancel my service and take by business elsewhere. I've been with DirecTV/AT&T for 18 years. I'm old school and appreciate good customer service. Unfortunately AT&T has drifted away from good customer service and they will continue to lose long time loyal customers.
Juniper

ACE - Expert

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20.2K Messages

AT&T has 3 TV services under their ownership: U-Verse, DirecTV, and AT&T TV NOW (which used to be called DIRECTV NOW until they changed it last August). For creating a thread or browsing existing ones, just follow the links above to the correct section. Fortunately those that have the control to do so have been pretty good about moving posts to the correct forum in those cases. No worries everybody is new at some point.

If you didn't suspend within the prior 12 months, and just started in January, then once you get through to an agent they should be able to push back the date to the max time. However AT&T last year migrated every one to a new billing account system (so it could communicate with other AT&T systems), and perhaps it doesn't currently have a way to modify the restore date yet like the old system.

So within the last year a huge shift in system used, and now understaffed because of Covid-19. Makes it hard to provide the best customer service when you pile that all on top of each other.

-------------------------------------------------------------------------------
(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 2019 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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3 Messages

2 months ago

I would like to suspend my Directv service due to recent financial concerns. However I do not want to cancel it because I believe this to be temporary. How do I do that?

Note: This comment was created from a merged conversation originally titled How do I suspend my Directv service without canceling?

New Member

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2 Messages

2 months ago

I finally got an agent on the phone and asked to have my service suspended until I return home.. He said that I had to pay my April bill first because I am on autopay and he could not explain why or how I could do it. I asked for a supervisor and was disconnected. If I am not satisfied I will terminate my service when I get home. I have been with DirectTV for at least 13 years and have had huge bills lately. Please help me out in this situation. You know my email address and my cell phone # is (Edited to remove personal information).

Thank you

Sondra (Edited to remove personal information)

Note: This comment was created from a merged conversation originally titled How can I suspend service until return home?
Jrandomuser

ACE - Expert

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7.9K Messages

Moving to DirecTV forum

Award for Community Excellence 2019 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.
nabukl

ACE - Professor

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3.1K Messages

Balance has to be brought to zero before setting up a suspension the system won't let it be setup without the balance being $0.00 they can't override that requirement.

______________________________________________________
Former directv csr and tech support rep.
Proud Grandma of 3
Award for Community Excellence 2019 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

Dear Sir or Madam:

I was notified today that my job is being furloughed until July. I will not have any source of income until then. I would like to suspend my service until August.

I tried calling three times, but never got through after extremely long wait times.

Note: This comment was created from a merged conversation originally titled No longer getting paid
nabukl

ACE - Professor

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3.1K Messages

This isn't customer service so we can't suspend your service, you have to just suffer through the extreme wait times since the only way to suspend service is to talk to customer service.
1-800-531-5000

______________________________________________________
Former directv csr and tech support rep.
Proud Grandma of 3
Award for Community Excellence 2019 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.