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Wednesday, February 1st, 2023 6:06 PM

Lack of Support

I've been a DirectTV customer since you could buy the old Sony dish and receiver and the TIVO-branded DVR.  So a long time customer.  We moved to a new home about 2 years ago and took our equipment and had a new dish installed and everything was great.  Saturday the 28th we woke up to find that NONE of my TV genei boxes could connect to the main receiver in our basement.  I did a wireless sweep of my home to determine the best spot in the basement to put the box that would offer the best signal for all the geni's on TV's - there's three.  Basically a Result Code: 615.

We called support to troubleshoot and when through all the canned tests but it was clear something changed in the course of one day.  The wireless router and internet modem that we have as been working flawlessly and nothing about our internet service has changed that could potentially explain the outage.  One day it worked - the next it doesn't.  The main receiver is green lights and looks completely normal.  

We need to schedule a fix and they tell me I have to wait a week before someone can come out to fix the issue.  One Week.  We pay over 200$ a month for DTV and the best you can do is a week?  Great so I'll not pay for the week of no coverage to compensate for the loss in service.  

I'm hoping someone can give me some guidance on how to effectively escalate this?  DTV is not cheap but we watch a lot of TV so it's a bill we're OK with paying.  But this lack of servicability has me questioning if it's time to drop DTV for the competining solution.  Any help would be appreciated.

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