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DrSherlockHouse

Teacher

 • 

15 Messages

Mon, May 7, 2018 7:21 PM

Roof Damage from DirecTv Installation

I had DIRECTV installed at my mother's in March of last year (2017). Earlier this year she informed me she had leaks on her roof. Roofers came out and they told her it's the DirecTV installation that's causing the issue. I am having a service person come out today and move the dish.

 

The roofer told her he was surprised they installed it up there since he said he had several clients that filed lawsuits against directv for this very thing.

 

I came to the forums and lo and behold I see many of the same issue.

 

How do I go about filing a claim? Her roof is near collapse so she's already hired a roofer and having to replace everything (this is on a trailer type, 3 bedroom home). Does AT&T have to hire the person to replace it? She's taking photos of everything, but she can't wait to fix it because the roof is in danger of falling in on the home.

 

Any suggestions of how I can proceed with this? I read of someone else's roof caving in on here and I am not going to risk her life by holding off on repairs so AT&T can authorize.

Responses

DonRicardo

Mentor

 • 

25 Messages

2 years ago

Hello @DrSherlockHouse.

 

This can and does happen.  There is an excellent forum's post to help track a claim filed by an AT&T representative or file a new claim. 

 

Good luck!

R.

Constructive

Employee

 • 

12.7K Messages

2 years ago

its on the verge of collapse because of the dish ?

-------------------INCLUDED IN EACH POST FOR CLARIFICATION______
While AT&T employees do look at forum posts from time to time, we are here to represent the forum with our experiences as customers and do not represent AT&T in any official capacity with our responses and do so on our own time unpaid and off the clock. As employees we are not rewarded nor compensated to participate in these forums This forum is comprised of regular customers to communicate with other customers to offer advice and share experiences same as any other user Although there is a small team of customer care specialists that monitor the forums the sheer volume of posts are simply too many posts for these agents to respond to each one of them.
*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

 • 

20.5K Messages

2 years ago

Your mother owns the dish and DTV will not remove it.

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.

Teacher

 • 

15 Messages

2 years ago

It’s a small roof. The water damage has become extreme. The entire roof wouldn’t come down, but where the dish is could collapse the area above her shower and bedroom.
Constructive

Employee

 • 

12.7K Messages

2 years ago

and how long ago was this installed?

-------------------INCLUDED IN EACH POST FOR CLARIFICATION______
While AT&T employees do look at forum posts from time to time, we are here to represent the forum with our experiences as customers and do not represent AT&T in any official capacity with our responses and do so on our own time unpaid and off the clock. As employees we are not rewarded nor compensated to participate in these forums This forum is comprised of regular customers to communicate with other customers to offer advice and share experiences same as any other user Although there is a small team of customer care specialists that monitor the forums the sheer volume of posts are simply too many posts for these agents to respond to each one of them.
*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.

Teacher

 • 

15 Messages

2 years ago

The dish was installed March of 2017. I contacted ditetctv. I explained the issue. They said they would come out and move the dish. They will be there sometime in the next 2 hours.

The roofer said they could not repair until the dish was moved since it is what has caused the damage.

I will pay whatever it takes to get it moved and then the roof will get fixed.

I just am curious what my next steps are since we were told the dish had to go where they put it and I’m reading in several forums that that is not correct and directv is already dealing with lawsuits and claims because of roof damage caused by their equipment.

The roofer identified it immediately and said he was surprised they even tried to put it on the roof at all since they have been dealing with these claims for years.

Teacher

 • 

15 Messages

2 years ago

I contacted DirecTV about this and they agreed to send a technician out. They gave me a window of 12 to 4. I received a text at 3:00 saying they were going to be delayed. Around 4:30 I received a call from the technician saying he was 30 minutes away. DirecTV had given him ZERO information about why he was going out there. He also seemed annoyed because they should have a sent a tech to meet the promised window of time, but they kept him on the ticket. He arrived after 5, an hour past the end of the window they were supposed to arrive in, and I had to explain everything I told them on the call. He didn't have the pole or concrete since he was never told what the call was about, so we had to move the dish to the side of the home.

 

There was another issue that needed looking at, but because it was so late and getting dark, my mother didn't bring it up. Now I need to start the claim process. Any suggestions? Is it complicated? Has anyone else had this issue? And what kind of company blindly sends a technician out without telling them what the problem is? What if the side of the home is damaged in the same way?

Tutor

 • 

7 Messages

2 years ago


@DrSherlockHouse wrote:

I contacted DirecTV about this and they agreed to send a technician out. They gave me a window of 12 to 4. I received a text at 3:00 saying they were going to be delayed. Around 4:30 I received a call from the technician saying he was 30 minutes away. DirecTV had given him ZERO information about why he was going out there. He also seemed annoyed because they should have a sent a tech to meet the promised window of time, but they kept him on the ticket. He arrived after 5, an hour past the end of the window they were supposed to arrive in, and I had to explain everything I told them on the call. He didn't have the pole or concrete since he was never told what the call was about, so we had to move the dish to the side of the home.

 

There was another issue that needed looking at, but because it was so late and getting dark, my mother didn't bring it up. Now I need to start the claim process. Any suggestions? Is it complicated? Has anyone else had this issue? And what kind of company blindly sends a technician out without telling them what the problem is? What if the side of the home is damaged in the same way?


 

 

 

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