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How to leave a review for DirecTV

Contributor

How to leave a review for DirecTV

Not even 24 hours with DirecTV and I am not pleased at all.1st off spent all day yesterday and this morning trying to fix everything that was installed wrong.The guy that installed our TV's left a mess and charged me $99 for another wireless router when I already had one that I purchased from you guys before.I also notice when he installed the wireless boxes and the genie he didn't even bring in new cables just used the one that dish had provided for us I would think if I'm going to spend another $100 with you guys you can at least give me all new products.Then I went to check out the channels I noticed you guys had activated the wrong package so I had to call in and fix that mistake.then this morning I noticed there was no satellite signal so had to call in to get that fix and also add in the free premium channels that you guys offered us but did not give us. Trying to get internet and tv bundled together has been a pain also.After all that now our channels glitch and freeze. (Side note i hate the setup of the  Genie Hopefully with time it'll get easier to navigate) Wish I would have stayed with dish.

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Message 1 of 22
ACE - Expert

Re: How to leave a review for DirecTV

If what was installed/activated, did not match the order that would be a big issue that you would have to discuss with Directv to resolve. If they installed/activated what was on the order confirmation, then not much can be done there as it is sent as soon as the order is placed to be reviewed before install. Free premium channels is standard in intro offers, but from saying you got other equipment before I take it you used to have Directv service. It is possible that on a reconnect order you might not qualify for a free premium promotion. But if it is on the order confirmation then call Directv and verify it is on the account, and if not they should be able while you are on the line to contact another department to resolve a national promotion issue (used to be they had to submit an escalation which could take a few days).

 

The wireless router you mention I assume is for the Wireless Video Bridge (WVB) that connects any wireless Mini Genie Clients to the main Genie. The $99 has been listed as the "Wireless Setup Fee" which though the WVB is an owned accessory in the end, they still may charge the full cost for the wireless setup itself (though personally I think it should be discounted at least if you already have your own WVB that they are using).

 

As for the menu, the 2nd/3rd generation Genie (HR44, HR54) and the new (but not recommended) Genie-2 (HS17) are receiving a new graphical user interface (GUI). The initial update already rolled out and right now there is a secondary update to fix a couple things as well as improve based on feedback (such as the font size). There are still a couple issues with the new GUI being worked on so additional updates will be coming out as it gets smoothed out.

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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.
Award for Community Excellence 2019 Achiever*
*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 2 of 22

Re: How to leave a review for DirecTV

This company are liars!! I have called this company 3 times in the last 2 wks and all i get are lies

Message 3 of 22

Re: How to leave a review for DirecTV

This company are nothing but liars! They shouldnt even be in business!

Message 4 of 22
Contributor

Re: How to leave a review for DirecTV

Switch to DirecTV, after having Dish Network for 20 years, the only reason I switch cuz I was promised a prepaid Visa card of 350, they are nothing but Liars like they were 20 years ago I hope their company goes under

Message 5 of 22
Contributor

Re: How to leave a review for DirecTV

The app has so many flaws.  I woke up this morning and all channels were set to Chicago local channels. Different time zone and different city. I work with their help desk for 2 hours   Now they says they have a big abs it will take one to two weeks to fix.   I asked for some relief from my. I’ll bill due to spending 2 hours trying to fix THEIR problem only to learn I can see my local stations fur two weeks.   Their reply was we don’t do that.  Canceling this service.  It’s still too much of a beta product.  It’s not ready for general public use yet 

Message 6 of 22
Contributor

Re: How to leave a review for DirecTV

Woke up this am to find all my local stations were now Chicago stations. Worked on it for over TWO  hours only to learn that’s it’s a problem on their in app and will take 1-2 weeks to fix.  And it can happen again   So I can’t watch anything on local channels and all my major stations are being show in a different time zone.  I asked for bill credit during this time and they said they don’t do that.   So no tv for two weeks and I still have to pay.  So I’m candling it. Worse support ever   It’s not ready for the public yet 

Message 7 of 22
ACE - Expert

Re: How to leave a review for DirecTV


@Buggeddy wrote:

Woke up this am to find all my local stations were now Chicago stations. Worked on it for over TWO  hours only to learn that’s it’s a problem on their in app and will take 1-2 weeks to fix.  And it can happen again   So I can’t watch anything on local channels and all my major stations are being show in a different time zone.  I asked for bill credit during this time and they said they don’t do that.   So no tv for two weeks and I still have to pay.  So I’m candling it. Worse support ever   It’s not ready for the public yet 


In the DirecTV App?  Your satellite boxes?  Both?

 

____________________________________
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*
*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 8 of 22
Contributor

Re: How to leave a review for DirecTV

I've had DirecTV for several years  They continually raise their prices and my billing was never consistent. I never changed my package but seems as though they were always increasing it or throwing something on there. Dealing with customer service I'd one big joke and takes forever to get anything accomplished. 90% of the time you cannot understand the person whom you are speaking to. Everytime I spoke with them they would apologize and say they wanted to keep me. To lower my bill they would ask what channels I preferred to watch  I already had the bare basic package with no add ons  So instead of assisting me with their ever rising bill, they just wanted to take away from a basic package to lower my bill. So let's just take from the loyal customer to lower their bill. They must not think we are smart  I finally got smart and canceled my service! Easiest call ever made to them. Worst customer service I've had in my life. 

Message 9 of 22
ACE - Expert

Re: How to leave a review for DirecTV

@nursesandysmith 

 

Prices go up over the years because the networks continually charge them more. It is a vicious cycle. However, as the rate adjustment is only once a year your billing should be consistent. If your bill changes more than once a year, than promotional discounts are ending or there has been a change as to what services you have on the bill.

 

You have the bare basic package, so you have Family? Just curious as I have known people who have DirecTV for years without knowing all the packages: Family, Select, Entertainment, Choice, Xtra (and now Preferred Xtra with no RSN fee for those that don't watch sports), Ultimate, and Premier.

 

The agents were assisting you. Your bill doesn't get lowered in price simply because you request. Sometimes we have to take financial responsibility and reduce services to have what we can afford. Do you go the gas stations and demand they give you the exact same product as everyone else but only pay $0.99 a gallon? Sometimes discounts are available, but they should never be relied on. If you need discounts to afford a service, then the reality is you cannot afford 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.
Award for Community Excellence 2019 Achiever*
*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 10 of 22
Contributor

Re: How to leave a review for DirecTV

You must work for them. And you have no idea what I can and cannot afford.
And I most certainly can. Thanks for your judgmental reply.
Message 11 of 22
ACE - Expert

Re: How to leave a review for DirecTV

Sorry but I do not work for them. I am a customer like you. Just been around the block enough times to understand the reality of the situation.

 

My point was if you rely on discounts to afford the service, that is when it cannot be afforded. If you can afford it without discounts, then your billing will be consistent as the rate adjustment is only once a year. They take all negotiation results into account and adjust accordingly at one-time, instead of every few months or so. This way it does stay consistent.

 

Where I judge is you are demanding costs be lowered and keeping the same service, which is not a reasonable request. You either reduce services to the cost you want or keep it at the current cost. Sure we love it when discounts are there, but should never be expected as they are a temporary perk, not an option to permanently lower your bill.

-------------------------------------------------------------------------------
(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.
Award for Community Excellence 2019 Achiever*
*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 12 of 22
Contributor

Re: How to leave a review for DirecTV

This is the worst yo i got my service just yesterday and its already slacking i wish i never switched im trying to get on demand and the wfif is connected but it doesnt work wowowowwwowow dude im im to have to cancel once im up tomorrow comcast is better

Message 13 of 22
Contributor

Re: How to leave a review for DirecTV

I have been a DirecTV customer for years, decades even.  They were the best.  They WERE.  AT&T ruined DirecTV.  I'm a single mom on disability.  I can't afford a whole lot and DirecTV was always willing to work with me to keep me as a customer.  AT&T is not.  Not only has my bill doubled, but when I tried cancelling my service, I was told I was still under contract and an early termination fee would apply.  This was news to me!  I called DirecTV in June of last year, trying to lower my bill.  I was offered a promotion I could afford and was informed that taking the promotional price, entered me into a contract for 12 months.  I was fine with that.  That contract began in July of 2018 and ended in June of 2019.  When I called to cancel my service and was surprised with the ETF news, it was explained to me that when the receiver in my mother's room was replaced, I was automatically entered into a new 12 month contract with DirecTV because I received "new equipment"!  This is BULL!  A FAULTY receiver was replaced.  A receiver I paid a monthly  protection plan fee for!  So not only have I been paying this monthly additional fee, but Everytime I had to have THEIR FAULTY EQUIPMENT REPLACED, I was apparently e there's into another 12 month contract with them.  I was NEVER informed of this and when I complained and made it clear that I did NOT knowingly or willingly enter into a contract with them, I was told by THEIR REPRESENTATIVE that AT&T "won't tell you about this policy" How is this not fraud?  How can they get away with this?  I will be disputing the charge for the early termination fee!  And I will NEVER deal with AT&T again.  And I plan to let the world know about my experience.

Message 14 of 22
Contributor

Re: How to leave a review for DirecTV

My mom cancelled her DirectTV account in November 2018 and mailed all equipment back in a box that they supplied.  She has continued to be billed until they cancelled the account in May 2019 when she called to dispute.  I called in July and was told I would receive notification in 2 weeks regarding the dispute - never heard from anyone.  I just spent the last 2 hours with DirectTV customer service with a promised call back from their account specialist.  Of course, no one called back so I had to initiate the call. How many times do I have to explain the dispute?  Was told they would not accept that the service was cancelled in December and want to charge up until May when we called regarding the dispute.  Now she is receiving phone calls threatening to take money from her bank account.  Why must companies prey upon elderly customer?!  Do they think people will give up and just pay the charges?  Oh, yes, of course they do!   

 

Message 15 of 22
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