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Technician won't get on the roof

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Technician won't get on the roof

So last week I was so excited. For the first time ever I was going to get DirecTV. Called, got approved with my landlord and everything. It was official and set up I was going to get DirecTV today. I took off work, made sure I was up early as the install time was between 9 and 11. The technician comes out and within a few minutes tells me that the dish would need to be put on the roof and he's not allowed to get on the roof. He tells me to call back and get that third party technician to come out because they can get on the roof. So I called back and after a huge hassle with a bunch of technicians who don't know how to speak English very well I got a hold of somebody who said they will put my order in for the third-party installer. I said okay when can I expect them? She said you can't, after I put this order through they will contact you by phone within 24 to 72 hours. I said so they're not even coming out then they're just going to call me? She said yes. I said can I have a number where I can reach them? She said no no one's allowed to talk to them. This all seems very fishy. As a new customer it's kind of off-putting. I talked to someone from AT&T on Twitter oh, they said they would look into my situation but I haven't heard back yet. It's very fishy that you cannot get in contact with the third-party installer.

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Message 1 of 4
ACE - Expert

Re: Technician won't get on the roof

Per update to OSHA regulations a few years ago, DirecTV techs cannot be on the roof without additional Federally approved safety equipment and training. DirecTV stays within compliance by not letting techs off the ladder.

 

The 24-72hr timeframe can happen because 3rd party techs may have a separate scheduling system from DirecTV's dispatch. However, I have never known there to be an option to choose between DirecTV operated or contracted tech, it has always been next available, so that part is fishy. Even if a 3rd party were to install the receiving dish, it would never be serviced by DirecTV for repairs or upgrades as it would be outside their access. That is just preparing for future additional costs as you would be negotiating with 3rd parties for all work/repairs down the road.

 

Alternatively you could discuss with the tech about a custom install where they install on a pole or sled mount. Though it would have some up-front cost, it would be in a serviceable location for DirecTV going forward which would save headache and cost in the long run.

 

As a side note, landlords cannot forbid DirecTV service. As long as you have space under your exclusive control (such as a patio), not shared space with other tenants apartments, that is allowed by the FCC. Still good to discuss with landlord beforehand so there are no unpleasant discussions later. For more details check OTARD.

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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 4
Tutor

Re: Technician won't get on the roof

It wasn't really an optional thing. The guy told me it had to be third party because they cannot get off their precious ladder and actually get on the roof and do the job lol. So instead of providing additional training did the Saint forget the pupil who need the dish on the roof? That's not cool. AT&T pretend you give a crap about the customers and provide the training. I might need to start a petition. Sorry I'm a first-time customer and I realize why people tell me how annoying DirecTV is. I would still like to actually have the service but I need to actually get the service.

Message 3 of 4
ACE - Expert

Re: Technician won't get on the roof

Not going on roof was well before the acquisition by AT&T. DirecTV wasn't going to spend the time and money for training and purchase of all the additional equipment. There is no indication of their decision changing. That is where the pole/sled mounts become an option if needed.

 

The change in the regulation doesn't interfere with most new installs. Usually only comes up on a much older install where the dish is now in a location that cannot be serviced by the techs. The choice is to have a 3rd party remove the dish so DirecTV can do a relocate order, or to have DirecTV just install a new dish in a approved location.

 

You could trying getting DirecTV to come back out for a 2nd opinion on dish location. Better to have it in a place that DirecTV will service it, otherwise repairs and upgrades will be fully out-of-pocket.

 

 

-------------------------------------------------------------------------------
(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.
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