New Member
Almost 30 minutes to cancel a premium channel
Why do you make it so hard to cancel a suscription and so easy to suscribe?
Why can't I cancel online. Calling you is a real nightmare. It is really tricky from your side.
It took me over 25 minutes to cancel a premium channel.
I was transferred 3 times.
There is no justification for the above. It should be as easy to cancel as it is to suscribe. If you've got the nerve to make your customers call, at least make it an easy call.
I had an ATT cell and ATT phone and internet service. Now, I have T-Mobile and Spectrum. Soon will not have DirectV either.
You really excel at irritating your customers.
Congrats.
Accepted Solution
Official Solution
Juniper
ACE - Expert
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23K Messages
4 years ago
For anything that reduces revenue (removing premium, reducing package, taking off other optional services, or even completely cancelling account), you must call DirecTV. This is so a live agent can discuss the situation and attempt to minimize the lost revenue. Similar to other companies.
However multiple transfers is an issue. Though they are short staffed because of the pandemic, a removal of premium channels is normally a responsibility of a front line agent. I wonder if this is because of the increase in outsourced agents (to make up for short staffing) or if they are doing a realignment of their departments resulting in transfer confusion. Regardless it certainly isn't the way it should be.
In any case 'we' are not AT&T or DirecTV. This is a public forum of other customers. For official support you call. Though if you are to the point of closing the account, when you get the voice system say "cancel" as that should route you directly to the retention/cancellation specialists instead of going through additional transfers.
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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, DIRECTV STREAM 1-888-429-4023
www.directv.com
(AT&T has sold off their share in DirecTV)
*I am not a DIRECTV employee, and 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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rmarcosk
New Member
4 years ago
Thanks for your comments.. I posted this here because I could not fin a way to address DirectV directly. They make everything that, as you say, does not increase revenue, difficult for us.
Even in subject selection, when sending a comment, you can't find an open reference to "Bad Service".
I know this is a forum, but I hope they monitor it.
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blweibel
New Member
4 years ago
I agree with your observation of the inability to address poor service.
I have spent nine hours over the past week to add service for my RV while we are traveling. I'm done, I want express my frustrations and dissatisfaction but I'm unable to find a method to do that.
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Juniper
ACE - Expert
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23K Messages
4 years ago
@blweibel
DirecTV will not add service to an RV themselves. You must go through a 3rd party for the install. A slimline SWM dish on a tripod/sled mount, or investing in the Winegard Trav'ler are your options. You can take a receiver (not a client) from home in the RV as just using the service you already have.
You will not receive local channels as those are spot beamed for there area. So while away from home you would use a regular antenna on the TV instead.
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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, DIRECTV STREAM 1-888-429-4023
www.directv.com
(AT&T has sold off their share in DirecTV)
*I am not a DIRECTV employee, and 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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DIRECTVhelp
Community Support
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255.1K Messages
4 years ago
Please review the following link and find how to contact the equipment dealer and distributors "Signal Connect, KVH Industries, Winegard or KING" in order to get the mobile receivers and programming installed for your RV: http://sm.att.com/e4b0980 -Manuela AT&T Community Specialist
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blweibel
New Member
4 years ago
@juniper
Today, I was able to reach a technical support manager, who was able to provide the receiver and make the changes to my account. That effort took fifteen minutes. The receiver should arrive sometime next week and I'm keeping my fingers crossed that it will all work.
My main concern is DTV advertises systems for RV's, but at the lower tier of DTV's customer service, very few have any idea of what I'm requesting with regard to RV service. I was given wrong information and misdirected. Further, the DTV system will not allow a lower tier technical service agent to help me because of my Genie 2 system affiliation at home.
Overall, I spent over nine hours to accomplish this. Unacceptable.
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Juniper
ACE - Expert
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23K Messages
4 years ago
@blweibel
If you have a Genie-2 (HS17) then you would need a separate account for the RV. This is because that model forbids receivers, only allowing clients which cannot work without being connected to the main system.
My fear is you were shipped a Mini Genie Client, not a receiver.
-------------------------------------------------------------------------------
(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, DIRECTV STREAM 1-888-429-4023
www.directv.com
(AT&T has sold off their share in DirecTV)
*I am not a DIRECTV employee, and 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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blweibel
New Member
4 years ago
I was very clear that I needed a HD receiver separate from the genie and he acknowledge that.
We'll see.
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Juniper
ACE - Expert
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23K Messages
4 years ago
If you have one of the 3 generations of the regular Genie (HR34, HR44, HR54/HR54R1) then you can have other receivers. If you have the Genie-2 (HS17) then you are blocked. Unfortunately too many people, including new and/or outsourced agents call a Mini Genie a receiver when in fact it is a client.
You should have received an order confirmation. Though it will not list exact model number, it will reflect what tier of box so you can know if receiver or Client.
-------------------------------------------------------------------------------
(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, DIRECTV STREAM 1-888-429-4023
www.directv.com
(AT&T has sold off their share in DirecTV)
*I am not a DIRECTV employee, and 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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