New Member
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3 Messages
Automatic Renewal of My Agreement without my consent??
I had been a loyal Directv customer for over 10 years. I moved in June to a new home and following the instructions on the website brought all my equipment with me. The installer said it would be better to replace my old equipment and would also be much easier to install since no cables would need to be run. I said Ok, sounds good to me.
Imagine my surprise a few months later when your dropped several channels I like and also increased my month bill and I cancelled my service I was told I had to pay over $400 for a cancellation fee! I was told that was because when I move I am automatically re-upped for another 2 year agreement! Is this true? Sounds like a scam to me.
litzdog911
ACE - Sage
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46.7K Messages
4 years ago
Well, not really a "scam". Had you not upgraded your equipment, you would have been fine. But that new equipment triggered a 2-yr contract commitment. Perhaps you missed that in the agreement?
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jayfiske
New Member
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3 Messages
4 years ago
That is very interesting. I never asked to be upgraded. When I followed instructions and brought my old equipment with me the installer said "I am going to put new equipment in which will be better for you and I won't have to run the cables all over your house. It will just be done by wifi. No cables and a much quicker install and better equipment." That sounded like a good idea. I was never told that would trigger a new 2 year agreement. Months later I discovered you had raised my monthly bill and also stopped giving me ESPN so I cancelled my service. I shipped all the equipment back. I was billed for cancelling short of the two years so today when I called to complain about the cancellation charge your Representative told me directly it was because of the move to a new location.
If it was because of the equipment upgrade then I should have been told that would cause two more years. I was never advised of that! The installer just said it was a better way to go and would be a much easier install for HIM. Since I never asked to be upgraded, and I had all my older equipment with me from the move, why am I now being charged an upgrade fee? it was the installer decision not mine!
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DIRECTVhelp
Community Support
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255.7K Messages
4 years ago
Hi @jayfiske, we are here to help.
We will send you a Direct message to explain this better for you.
Ana, DIRECTV Community Specialist
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Juniper
ACE - Expert
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23.4K Messages
4 years ago
Mover's order comes with a 12-month agreement. This is reminded in the order confirmation as well as in the fine print of all the advertisements for a Mover's order.
An upgrade of equipment is a 24-month agreement instead. This is in the Terms of Service as well as the handheld (as tech offered upgrade on site).
No cables to be run was a lie. There is still a cable from the dish to at least one box. I suspect the upgrade was to wireless Mini Genie Clients.
You signed off on accepting new equipment with a 24-month agreement, instead of installing your existing boxes with only a 12-month agreement. Over the phone they cannot do anything as all this shows a valid agreement. However, you might consider submitting a BBB complaint regarding the installer who did not properly explain what they were offering. Not a guarantee to get out of the early cancellation fee (ECF), but it is a shot and at least lets you be heard by corporate.
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jayfiske
New Member
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3 Messages
4 years ago
Thank you Juniper for your comments. Key words were “fine print”. The reason I departed Directv after 10 years was that in March I was proposed a reduction in my bill because it was getting too expensive. In June I moved and after a few months I discovered my bill had gone up significantly and at the same time all the ESPN channels were no longer available. That was the final straw for me. I was asked to pay even more to get ESPN back, something that had been part of my service for over 10 years. So I cancelled, sent the equipment back and went a different direction. Only later was I advised I had a cancellation fee. That was never told to me either when I called to get directions on how to return the equipment.
I must say, Directv makes it very hard to be loyal. I have spent hours trying to resolve this and all my experience has taught me is Directv is not customer service oriented.
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