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DirecTV customer since 1997

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DirecTV customer since 1997

We have the middle package with 3 receivers including DVR, HD, HBO and protection package. Cost about $140 per month. Money has been tight for past couple of years but we've continued our service with DIRECTV as our only form of entertainment. Because we've been running about a month behind, DirecTV has refused to take care of equipment issues such as worn out/non-working remotes, TV and laptop that we've had on the list for equipment protection for several years.

  So even though they have gotten their extra fees, we are still watching TV on just one tv- not 3, can't even take our subscription down until "pd in full" and have not gotten our equipment upgrade that we were eligible for 2-3 yrs ago. No discount available even though we have been customers for 20+ years.

It's gotten to the point where I told my wife to stop paying this bill as it's obvious that they have us on ignore, don't care about the fact that we are 20+ year subscribers for their services. I realize that we are not ideal customers for the past year or so while we get back on our feet but seriously? Doesn't the past 20 years of being a loyal customer mean anything to this company?

I have been looking at other options (which can be confusing). We really only watch a few channels for the most part like Discovery Channels, History, HBO, ABC, CBS and sometimes a channel like Sy-Fi. I assume we're not the only one going through this. Is there any way to resolve this without ripping everything out and starting over with a different provider and if not, any suggestions?

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Message 1 of 15
Tutor

Re: DirecTV customer since 1997

I forgot to mention that we also have ATT landline and broadband internet. Between these services we have been paying approx $280 per month. 🤔🤨

Our satisfaction of all 3 is about a 3 out of 10 on a scale of 1-10. At this moment, we are looking at other options and will no longer be paying this amount of money each month for horrible old equipment, not having our equipment taken care of when no longer working even though we've been paying an additional $19.95 per month for the coverage. I have 2 TVs and 1 laptop sitting in one of our spare bedrooms

Message 2 of 15
Tutor

Re: DirecTV customer since 1997

Those 2 TVs including my larger 50in plasma is inoperable and is supposed to be repaired or replaced under "protection plan". 

Message 3 of 15
Tutor

Re: DirecTV customer since 1997

 Well, it's been a few days since I have posted here and still no word from DirecTV Representatives. It didn't surprise me as I really think they really don't care whether s long term customer remains a customer or not. After this weekend, I plan on calling them to completely cancel the services from DirecTV and ATT .

I hope everyone has a great Thanksgiving.

 

Message 4 of 15
Teacher

Re: DirecTV customer since 1997

AT&T/DirecTV is in full "we don't care" mode to any client issues.

Message 5 of 15
ACE - Expert

Re: DirecTV customer since 1997

This is a user-to-user forum not DirecTV customer support. You will not get any response from DirecTV here, you need to call DirecTV customer support on 800-531-5000

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Message 6 of 15
ACE - Expert

Re: DirecTV customer since 1997

This is a user-to-user forum not DirecTV customer support. You will not get any response from DirecTV here, you need to call DirecTV customer support on 800-531-5000.

And it's DirecTV policy not to provide any support on accounts that are not paid in full.

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*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.
Message 7 of 15
ACE - Expert

Re: DirecTV customer since 1997

So you've been a "loyal customer" for many years, yet you've stopped paying your bill?  And DirecTV is supposed to what exactly???

 

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Message 8 of 15
Former Employee

Re: DirecTV customer since 1997

Hello @Jcorcoran

 

You state you have tried making claims for broken remotes and a plasma tv. how did the tv break? How much would it cost to replace the plasma tv?

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Message 9 of 15
Contributor

Re: DirecTV customer since 1997

If you are past due, they not able to do a thing, the day you make the payment for the past due amount, they are able to give you those remotes and check for any discount available.

Message 10 of 15
ACE - Expert
Solution
Accepted by Associated Member (Associated Member)
Accepted by rldvxi
‎11-23-2018 7:47 AM

Re: DirecTV customer since 1997

@Jcorcoran

 

Many companies are designed that if a customer is past due then adding services, ordering products, etc. cannot be done. This is to avoid further charges building up making the past due that much harder.

 

If your DirecTV bill is $140 a month, then you definitely are on the higher end of the service. I would highly recommend comparing the channels you mainly watch against the available packages to see where you can cut cost. You can change your package at any time, so perhaps lowering the package for a few months giving you a chance to catch up on the past due. Then once comfortable for your budget to raise it back up as you like.

 

If you have any DVRs, whatever you record (from live channels, not On Demand) stays as you recorded it while it was authorized. A way to build up a library to help stretch it out for you. Premiums like HBO only require you to keep 30 days upon adding. When I was on a tighter budget I would add for part of the year as a treat, but before removing I recorded a bunch of movies which made a nice backup during the off months.

 

TV is a luxury entertainment service, not a requirement of life, so make the changes needed for your budget. They are a business, not a charity or program for low income situations, so one should not take issue that they want at least the past due paid before they provide more services or product for you.

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Message 11 of 15
Tutor

Re: DirecTV customer since 1997

The 50 inch plasma quit working. It turns on but has no picture or sound. The other TV is a 32 inch LED TV and it won't turn on. The laptop was dropped by my wife off of the bed and the screen stopped working. Since that happened and because DirecTV didn't live up to their part of the deal which dpecifspecifsays that if a registered item that is used to access DirecTV programming is broken, they will either repair or replace these items. Because our subscription to DIRECTV has been approx 2 -3 weeks behind, we have been told there was nothing that could be done and yet DirecTV did get the $19.95 per month charge for this service. They also have not upgraded our equipment since we went to a DVR/HD receiver approx 7-8 yrs ago.

 The bottom line is they have been receiving payment for this service and REFUSED to take care of any of these issues. Not only that, they have consistently refused to even replace the 2 OLD remotes that no longer work but we are EXPECTED to continue to pay for this service month after month. We have not even been able to change our service until it's caught up. I repeat that we have been behind on our bill by 2-3 weeks but it's been getting paid including the late charges every month.

 I have been paying the extra $19.95 per month fee for approximately 3-4 years now. Because they have not taken care of these items, I've wanted to cancel that part of our service as well as lower our service but they refuse to do anything until we are completely caught up on billing but they have always gotten their money. I'm not sure how much clearer I can make this.

 At what point do I say enough? I'm not the villian here nor am I some kind of lowlife like some have alluded to here but I am a loyal customer for over 20 years who owned his own business which I was forced to close last year. 

Message 12 of 15
Tutor

Re: DirecTV customer since 1997

Juniper, I have tried to lower our service but they won't even do that. Catch 22. 

Really of all the channels that are offered, we watch maybe 8-10 consistently. These include History, Discovery including Velocity, ABC, NBC, CBS, CW, HBO, sometimes ScyFi and a couple of others. We do have 1 HD/DVR and 1HD receiver and 1 regular receiver (we own it). I continually have issues with equipment where we have gotten the code 775 that I've literally spent up to 3 hours at a time going through all the cables loosening a tightening and cooling off various pieces of equipment that has gotten hot ( old equipment). 

 Like I've said before, both my wife and I have been trying to get them to lower our service but they have refused to do so because we have had a "overdue balance", we are in "the next billing cycle", ect.

We don't go out for dinner or shows or vacations, nothing like that. Not asking for a hand out sort of thing, just want them to do the right thing for once. I hear about people getting things like service for $30-$40 per month for a year (same level as us) and yet we are STUCK in this rock and a hard place type of situation where they haven't done what we have been paying for nor can we even lower our service to a more affordable level while I work my way up the ladder/pay at my new job after closing my shop.

Message 13 of 15
Tutor

Re: DirecTV customer since 1997

Shanadoo2225 is the only one who gets it and understands that I'm not looking for a handout. Rather I'm looking for DIRECTV to do the right thing. What most of you don't get is we've been paying our bill late or not to DirecTV for over 20 years. They have ALWAYS gotten their money including any late fees and yet have thrown every single excuse at us to NOT live up to their part of this relationship. 

Message 14 of 15
ACE - Expert

Re: DirecTV customer since 1997

Strange that you haven't been able to lower the package. At the very least once payment has posted to your account, so you are not in a past due status, then you should be able to change your package. Yes any balance owed becomes past due as soon as the bill cycle starts over.

 

Yes this is a tough situation. True you have been making payments, but as a business DirecTV considers the standing of the account. An account past due is not considered in good standing. When you are in the window of payment paid, but before the next bill cycle starts over to become past due again, based on the channels watched (History, Discovery including Velocity, ABC, NBC, CBS, CW, HBO, sometimes SyFy) the lowest package that covers those channels is Select which is about $50.99 for itself before your receiver services and additional TV fees. HBO by itself is $17.99 without any other premium packs and is a optional add on, whereas you must have a base programing package of some sort (Select, Entertainment, etc.).

 

If still getting pushback about lowering package, I would call in and when you get the voice system to say "cancel" so you can speak to a cancellation/retention specialist. Usually they have more experience and flexibility to get the account where needed. Not expecting to change what is already owed of course, but if nothing else they should be able to work with the system so you can reduce your services so that you can catch up in the long run.

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*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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