12-07-2018 9:59 AM
AT&T charges $199 mover fee. Their argument is the cost of new equipment. How can that be when I retained my 7yr old receiver and there was already a current dish on the house. The cables are all run too. I honestly hooked it up to be ready for the tech to show up and call in to say activate old service at new address. Sadly it was working the day I hooked it up as service was still active at old house. They of course had move scheduled for 2 days away so they terminated the service old house. I lost the signal while I waited for tech for another week. One week without service because I could not make them understand it was hooked up properly and I actually did not need the tech at all. Just TURN it ON. Nope. no can do. Since AT&T took over they said they lost access to do that. HMMM if I did not pay the bill it would get turned off without a tech at my house for $199. And the techs are stretched so thin is why it took so long to get one here. I phoned move order week ahead of time. I was trying to save them tech time. And a useless $199 fee to me/loyal 20yr long customer.
How can this tech issue be improved? The customer is using existing equipment to remain a customer. They have hooked it for theirself for 20yrs. It works. How can we phone in and say turn it on? without waiting a wee with out service and NO credits?
Solved by: Go to Solution.
12-07-2018 12:45 PM
DirecTV's standard move fee is $199. You take your equipment to the new location (or get an upgrade) and then the DirecTV tech does the install, including installing a new dish if you need it. DirecTV has to do this because they have no idea whether your installation at the new house is actually working, (even if you think it is), and has signal levels that meet DirecTV's install criteria, they can't rely on the customer just telling them it's OK.
12-08-2018 3:55 AM
Also DirecTV is ending the last of their MPEG-2 feeds in April of 2019. So some places even if install is still good, might be the old setup which would become unusable in a few months. DirecTV has no way to remotely see this so they insist on a tech install with a move to make sure everything is done properly to avoid having to clean up a mess after the fact by someone who was confident they "knew what they were doing".
12-18-2018 12:35 PM
Well it was working for 2 days till they turned it off. And if they change their MPEG whatever then they need to fix those things at their costs. I did not ask for upgrades. Like that wonderful guide screen nobody could read recently. So if I live in my house for 15 years with equipment then its at my cost for their choice in changing service delivery? That tells them I been loyal for 15yrs and need treated appropriately.
I'm old school.. If it aint broke don't fix it.
12-18-2018 12:49 PM
My calling in again led to their explaining the $199 fee is for new equipment. Hmmm... I did not get any new equipment. Dish was perfectly fine. Cables and my receiver all good. Tech literally agreed It was all ready he just had to call in and get it turned it on.
I will give props to Loyalty department for understanding I got nothing new and have been with them for about 20 years at least and they credited the move fee. Also she said my not needing any new equipment was major factor in refund.
But still. The dish is left behind by previous tenants so hey the new tenants will get directv too. Dish already here. Its actually a factor I consider when we are looking for new places to live. So its a lot easier to let the customer hook up equipment (those that know how) and just change service address. The techs are so short handed and over booked. It took over 10 days to get tech to my new house. I called in mover order week ahead of time too. Let the customer do the work. Save a tech. IF after they hook it up an there is a problem then send the tech to check the connections and signal. Then do your charge. But don't charge people who needed no service/tech and had week of no tv.
12-18-2018 2:53 PM
If you do your own install by switch addresses and the service still doesn't work after install, if they have record of the service address change this could and will still result into a movers connection having to be done. the movers connection doesn't per say charge you for the dish itself it honestly pays the tech that is coming out to make sure all cables are still connected correct and are working. The reason why this is best is because even though their may be a dish present you might not have the correct cabling system you need to operate your equipment. Thus the dreadful 775