DirecTV Customer Service Issues

Archive 4

The following are issues that customers reported to GetHuman about DirecTV customer service, archive #4. It includes a selection of 20 issue(s) reported July 12, 2018 onward. If you have a similar customer service issue, this page will help you find current, up-to-date answers and solutions too.
I need assistance with Ticket #[redacted]58. I decided to cancel the service with DIRECTV on June 25, [redacted], due to incorrect information from Alex @ Wal-Mart about an installation fee. I requested a $[redacted] refund for over 17 days, even though I was told it would take 5-10 days. Calling only results in being transferred to multiple agents on each call. I have all the necessary documents. On July 9, [redacted], I received a $35 refund from CYDCOR LLC. I'm still awaiting the $[redacted] refund for the undisclosed installation fee from AT&T. For any further questions, please contact me at [redacted] or [redacted]
Reported by GetHuman-cordbras on Khamis, 12 Julai 2018 pukul 18.43
My TV satellite stopped working yesterday afternoon. I have contacted DIRECTV, but after trying all the troubleshooting steps multiple times, the issue remains unresolved. We urgently need a repairman as we were informed that the earliest availability is on Thursday, July 19, [redacted], which is too late for us. We are seniors and not very familiar with technology. There is also a sick individual in the house, which makes it even more crucial to have it fixed promptly. Thank you, M. Patterson.
Reported by GetHuman-jjpatt on Jumaat, 13 Julai 2018 pukul 14.00
The current programming format and DVR layout are not user-friendly. My elderly parents have been DirecTV customers for over 20 years, and we've had it in our household for over a decade because of them. During a recent call my mom made a complaint about the format changes, finding them difficult to navigate (the guide page is smaller and too busy) and noted the lack of upcoming show information on the "info" button. The customer service representative acknowledged the issue but mentioned it was being addressed, though it's been almost a month with no visible improvements. My parents don't have email so any communication would be by phone. The DirecTV account at our place is under my partner's name. I'm hopeful that the company's commitment to customer satisfaction is genuine and not just a marketing strategy. Most importantly, I wish that my parents' loyalty won't be overlooked or unrewarded.
Reported by GetHuman-micraybu on Ahad, 15 Julai 2018 pukul 23.24
My mother passed away on 5/2. She had services with AT&T for a local phone and DTV. I have been trying to cancel since late June without success. I visited the local AT&T store on 6/28 where I was told the phone was cut off and DTV account canceled. I returned the equipment on the same day. On 7/12, her checking account was charged again. AT&T assured me the phone was off and promised a refund for the wrong billing. DTV representatives gave conflicting information saying the account was canceled but couldn't explain the billing, then said it wasn't canceled and needed a death certificate to stop billing. After contacting social media, I was told the account was canceled, but my concerns about the recent billing and refunds were not addressed. I am unsure if a death certificate is necessary. I want to avoid future erroneous bills, and she is not using the service. The account number is [redacted]3 under Evelyn Brand. I do not have her password as it was her account.
Reported by GetHuman887537 on Isnin, 16 Julai 2018 pukul 23.01
Subject: Account Inquiry and Service Complaint To whom it may concern, I am writing to address the issues concerning our recent experience with the service provided. Our account number is [redacted]0, under the name Mr. Peter H. at [redacted] North State, Mt. Pleasant, Utah [redacted]. We have been charged an early cancellation fee of $[redacted].00 and an additional $37.23 for new charges. We made the decision to cancel the service as it did not meet the expectations set during the initial communication with the representative, Jonathan. He assured us that we would receive the same channels at a reduced rate of $35.00 per month, which turned out not to be true. The switch to Direct TV did not provide our favorite channels, RFD and Create and Craft, and the remote was complex. Moreover, the payment process seemed suspicious as we were asked to provide our credit card information over the phone, which made us uncomfortable. Given the circumstances we faced, including a year of absence due to a family health emergency, I believe the cancellation fee and additional charges should be reevaluated. We have opted to return to Dish Network in light of these issues. Thank you for your attention to this matter. Sincerely, Mrs. Peter L. H.
Reported by GetHuman-pandk on Selasa, 17 Julai 2018 pukul 17.27
I am very unhappy with the new program guide and recording management from Directv. When we contacted them, they showed no interest in our complaints. Their only solution was to offer a $10 to $20 credit, which they say will take 6-8 weeks to process. Switching to Dish didn't help either. The customer service call I just had involved a 10-minute hold time. We have some basic questions like why the change occurred without notice, why we couldn't choose between the old and new guide, and why Directv doesn't seem to care about our concerns. It would be great if they could revert back to the old guide and maybe introduce more competition in rural TV services to encourage better customer care. Carole Wigg
Reported by GetHuman-pennymon on Rabu, 18 Julai 2018 pukul 03.23
I first subscribed to DirecTV at the end of May [redacted] when I moved to Meridian. When I signed up, I was informed that I would receive a free move to the new apartment across the street. However, when I called today to arrange the move, I was told there would be a $[redacted] charge as I had not been a customer for a year. After expressing my dissatisfaction, I was offered the move for $99 after requesting to speak to a supervisor. I insisted that it was unfair as I had been promised it would be free. The agent mentioned an investigation that would take 7 to 10 days. Feeling frustrated, I mentioned canceling, but was warned of a cancellation fee. I requested a call back to resolve this situation. Thank you.
Reported by GetHuman898870 on Jumaat, 20 Julai 2018 pukul 00.55
I am writing to address my son's service issue. The account number is #[redacted]6 under the name Robert N. residing at [redacted] Clark St, Gaston, N.C. 27[redacted]. Due to recent storms, he has experienced signal problems with his television service. Despite reaching out for assistance weeks ago, speaking with representatives from the Philippines and Mississippi, the issue remains unresolved. As a 60-year-old individual who relies on his TV, the deteriorating service is inconvenient. It is believed that the dish on the roof may have shifted in the winds, impacting the signal. Please prioritize sending a technician to assess and repair the dish. His contact number is [redacted]. I am his 82-year-old mother in Midlothian VA, while he is in Gaston NC. Kindly communicate directly with him at [redacted]. Thank you.
Reported by GetHuman-tootsiec on Ahad, 22 Julai 2018 pukul 12.36
I am dissatisfied with my bill after 12-15 years of loyalty. Last year, I agreed to pay $56.94 per month for two TVs with the understanding that I could negotiate a new deal once it expired. However, my bill has unexpectedly increased to $[redacted] without any changes to my equipment. When I called to address this, I was told no new deals are possible. I requested to speak to a supervisor, but after being placed on hold for 15 minutes, I was disconnected. I am puzzled why new customers are offered much better deals compared to loyal ones like me. I demand to receive the same offers of [redacted] channels for $60, [redacted] channels for $50, [redacted] channels for $45, and [redacted] channels for $40 to reflect my loyalty. If this is not resolved before my next bill, I will consider switching to another provider like Dish with more modern equipment and better deals.
Reported by GetHuman-stermere on Isnin, 23 Julai 2018 pukul 14.31
I recently had a service call, and I was shocked at the condition of my attic where the Direct TV wires are installed. It's truly a mess with wires scattered all over, connectors left hanging off a board, and even some connectors thrown on the ground near my trash cans. I believe the technician should have disposed of these properly. I have pictures of the situation which I can share if needed. Given my long-standing loyalty as a Direct TV customer, I find this neglect unacceptable. I kindly request for a technician to revisit my home, tidy up the attic by organizing the wiring, removing unnecessary components like the SWM boxes, and ensuring everything is in order.
Reported by GetHuman-kimmymrn on Isnin, 23 Julai 2018 pukul 17.10
I recently received a notice about my disconnected account, [redacted], and the threat of a bill for lease termination. Our experience transferring service from Showlow to Tucson has been a nightmare. We had no contract at the new address and faced issues saving on early cancellation fees. Our technician, DB4198, worked hard yesterday setting up our new account, [redacted], due to previous errors. I refuse to pay any disconnect fees as this was Direct TV's mistake. If charged, I will dispute it on my MasterCard and close the account promptly. Please assist without directing me to call, as my previous phone experiences have been frustrating. Your help in resolving this matter is appreciated.
Reported by GetHuman909621 on Isnin, 23 Julai 2018 pukul 20.08
I've reached out multiple times over the past month to no avail. Despite promises of callbacks, I have yet to hear back from two technicians. Channel [redacted], NESN Boston Red Sox, is essential for me and it's the only channel not working, showing error message [redacted] despite no storms. This issue arose soon after a recent technician visit. I request a qualified technician be sent within 24 hours, or I'll explore switching to Comcast. Please acknowledge my ongoing problem. My name is Bruce Spaulding and you can reach me at [redacted]/[redacted]. Urgent action is needed as phone support has not yielded any results after hours on the line. If this persists, I may resort to seeking help on social media.
Reported by GetHuman-bruchryl on Isnin, 23 Julai 2018 pukul 21.02
Last week, when I called to inquire about Direct TV Now, phone, and internet services, the agent provided me with detailed information. I was quoted a monthly charge of $74.98 plus tax, with an additional $35.00 upfront payment required for a one-time Roku deal. After encountering difficulties through chat, I learned from two different representatives that the initial information provided to me was incorrect. Despite being misled, I had already paid the $35.00. To my surprise, the actual cost is $[redacted].96 plus tax, which is $13.00 more than my current provider. I am requesting a refund of the $35.00 and will no longer be utilizing your services. I am willing to return the Roku device, especially since I never received the promised phone in the mail.
Reported by GetHuman-ksauvie on Selasa, 24 Julai 2018 pukul 21.05
When the Directv technicians arrived at my home on June 23, [redacted], to install upgraded equipment, they assured me that the additional services, the advanced receiver service, and Directv whole-home DVR service would not increase my monthly bill. However, upon receiving the latest statement, I was shocked to find out that this was not the case. I feel deceived into accepting this new equipment. Despite reaching out to customer service via phone and online, all I receive are empty promises to follow up with me. I am extremely dissatisfied with this situation and demand a prompt resolution. If this matter is not addressed promptly, I will have no choice but to consider changing TV service providers. -A. McMahan Account Number: [redacted]
Reported by GetHuman917832 on Khamis, 26 Julai 2018 pukul 01.44
On July 25, [redacted], I had a conversation with Mike using the Chat Program, and he provided excellent assistance. We decided to switch programs due to our high bill, opting for the Entertainment Program. I carefully listed all the desired channels, which Mike confirmed would be included in the new program. However, this morning I discovered that two of the channels were missing. I'm interested in adding these two channels without increasing our monthly bill, currently set at $[redacted] plus tax thanks to Mike's help. Will adding these channels require a switch to another program and result in a higher bill each month? These channels are frequently watched, and it is important to have them included.
Reported by GetHuman919080 on Khamis, 26 Julai 2018 pukul 15.24
I placed an order for DirecTV and internet on June 26th but have yet to receive the services. Despite a technician coming out on June 28th, an issue arose regarding a cut wire requiring a service order. However, the lack of communication from AT&T has been frustrating. I have made numerous calls without any updates and have been given conflicting information. I am puzzled why services were allowed to be ordered when there was a known issue with the fibers. I am disappointed in the lack of options like installing DirecTV or providing temporary lower speed internet until the problem is fixed. While my neighbors have service, I have been without TV and internet for over a month. I work from home and have had to rely on my phone's data. This experience has been incredibly disappointing, and I hope to be contacted by a manager soon for some resolution.
Reported by GetHuman921278 on Jumaat, 27 Julai 2018 pukul 02.05
Two weeks ago, I contacted DIRECTV seeking help because my TV screen displayed snow and the message "no signal." Despite spending an hour on the phone following their instructions, nothing resolved the issue. After being transferred for a technician visit, they missed the appointments twice without any communication. Frustrated after two weeks without TV, on the 18th, I tried to cancel my account but faced long wait times to speak to someone. Tonight, I encountered the same issue when inquiring about the cancellation status and also wished to stop auto bill pay. I will pay the overdue amount but request credit for the days without service. Please note, I am deaf and handicapped, making communication challenging.
Reported by GetHuman924598 on Sabtu, 28 Julai 2018 pukul 02.15
My original receivers, which are 10 years old, stopped working three days ago, leaving me without TV. After contacting customer service and being promised a technician to install new receivers and upgrade to HD as a loyal customer, I was disappointed that no one showed up for the appointment between 4-6 pm. Despite the offer to pay for expedited service, I declined due to security concerns. I urgently need a technician to come to my home to resolve the issue. The job order ID is [redacted] and you can reach me at [redacted] to reschedule. If this problem isn't addressed promptly, I may have to consider switching TV providers, which I prefer not to do. Please restore my TV service soon. Thank you, Loretta. Account number: [redacted]9.
Reported by GetHuman-skoshi on Sabtu, 28 Julai 2018 pukul 04.38
I recently moved from Loveland, Colorado, to Longmont, Colorado, and contacted the company to have my services installed. Unfortunately, when the installer arrived on Friday, he informed me that the activation system was down and he couldn't proceed. He mentioned the system might come back up and he would call if it did. After waiting for a few hours, I received a call stating the system was still down and I needed to reschedule for Monday. I expressed my frustration as I expected the service I paid for to be done promptly given that they operate seven days a week. The representative I spoke to was dismissive, mentioning that it wasn't just about me and that the whole nation was affected. This lack of empathy and delay in scheduling left me feeling undervalued as a customer. Despite being promised a call from the scheduling manager, I have yet to receive one. As a business owner, customer service is important to me, and this experience has been incredibly disappointing. If I am not treated better, I may consider terminating my contract and looking for a company that values its customers. Thank you, Debra H.
Reported by GetHuman931383 on Isnin, 30 Julai 2018 pukul 18.10
I am experiencing a lack of service with my account and have been unable to resolve the issue locally. The service technician could not fix it and promised a follow-up from a supervisor, but I have not received any calls after reaching out four times. When I finally spoke to a supervisor, the earliest service date given was August 5th, or else suggested cancellation. This is incredibly frustrating as a loyal customer. It seems like there are serious service issues that need to be addressed. I am considering exploring other providers if this continues unresolved. It's disappointing to have such difficulties with AT&T. A serious discussion about customer service is needed here in Winona, MN. Sincerely, Carl R. [redacted]
Reported by GetHuman-ninerha on Selasa, 31 Julai 2018 pukul 22.20

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