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SuperCycle's profile

Contributor

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2 Messages

Mon, Jan 14, 2019 6:58 PM

Very Dissatisfied with DirecTV Service

I’m very dissatisfied with DirecTV customer service.  I purchased a 4k TV to be added to a new addition to my house.    I called customer service to have an additional box added and wires run to the new room.   The technical came to the house, ran the cables  and installed a new box to my TV.    All was good until I tried to view a sports channel in 4k.    I received Error code 921 and was told to call 800-531-5000.  I called the number and gave the error code.  At that point I was told I needed to specify I wanted 4K service before the technical came to install the new line.  As a customer how would I know that I needed to specify I needed a different box for 4k?  Since I didn’t have a 4K TV until now I though the 4K signals would work when a 4K TV was added to the line. 

 

So now I’m told that I can either pay to have another box installed or wait a year until it’s covered under my current plan.    I’ve been a DirecTV customer since August 2006.    I’ve had the DIRECTY Protection Plan for years and never had one time to use it……what does it protect me for?  In fact at the end of the call as I was asked did I want to upgrade my package?  REALLY?

 

I’m seriously considering dropping DirecTV as soon as the my current plan expires

Accepted Solution

Official Solution

ATTHelp

Community Support

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175.8K Messages

3 y ago

We appreciate your feedback, @SuperCycle.

We understand that this must be frustrating, but like HD, there are certain requirements that must be met in order to view 4K programming. You would need to have the 4K Television, a 4K Genie Mini, and a Genie HR54 connected to internet. You would also need your account to be provisioned to watch 4K content and order 4K video on demand.

The DIRECTV Protection Plan makes you eligible for a free receiver upgrade every two (2) years. It is designed to cover repair technician visits and replacement equipment as necessary, so upgrades to receivers outside of the two year schedule would incur a fee as usual.

John, AT&T Community Specialist

Contributor

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2 Messages

3 y ago

I was told my DIRECTV Protection Plan  would have covered the installation the 4K Television box and associated equipment IF I would have specifically stated I needed it for my new 4K TV.  which goes back to my original statement.  As a customer how would I know that I needed to specify I needed a different box for 4k?  Since I didn’t have a 4K TV until now I though the 4K signals would work when a 4K TV was added to the line.  Being told that after I had a new box installed expecting 4K service is too  late in the process.  

ATTHelp

Community Support

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175.8K Messages

3 y ago

Hi @SuperCycle!

We'd love to look into this for you here! To fully assist with this issues further, we will need to look over your concern in more detail.

I am sending you a private message (PM) to help in this matter. Please check your forums private messages and reply to my message.

I look forward to your response and the opportunity to help you!

Yetty, AT&T Community Specialist

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