Beyond frustrated

Account 26xxxxxxxx

We have been customers of Directv for 20 years. 

We used to live in xxx, CA. We had 4 receivers in our house and 2 in our motorhome. We had a Directv Wineguard satellite dome installed on our motorhome which cost (including installation) $3,000.00. 

In 2020 we sold our house in xxx and moved to xxx, CA. We had extensive construction at our new home and when this was finally completed, we called Directv to have a new satellite dish installed and the equipment to enable us to receive satellite TV in our home. We still have the RV and as we are now retired, we travel about 2 weeks in each month, sometimes more. 

My husband was on the phone to customer service for 3 hours on 6/25/2022 being passed from representative to representative and having to explain our needs each time. It was very frustrating but finally an appointment was made for the dish installation and the equipment needed at the new house. We explained that we still need the service in our RV. 

"Jerome" came out on 6/29/2022 to do the work. He told us he needed to program each of our receivers, and we told him we had none at the house and the two we do have are in our RV which is in storage when we are not travelling. He proceeded to tell us that our best option would be the streaming service, which we do not want. He told us to receive this service we would have to open a new account and the minimum charge was $69.99 per month. We do not want this service. We want the same service that we have had for 20 years, a dish at our house and the equipment, plus the service to our RV. He said he couldn't do it as he no longer had the work order, and we would have to call again and reschedule. 

My husband again called customer service, was again passed from representative to representative and spent over 2 hours on the phone, explaining that we needed service at our house, and we needed to keep the service to our RV as we travel a lot. This arrangement has worked well for us for many years.

"Jerome" came to our house again on 7/6/2022, to install the dish and the tower and Genie 2. The service worked. He told us we would have to call again to have the RV receivers

reactivated. 

The next day we set off on our trip in the RV. The TV could not receive Directv. 

My husband proceeded to call "customer service", by this time I only hope you can imagine how frustrated we both were. We spoke to Rose in the Philippines. We again explained our situation, we were on the phone from 4.00 pm until 7.30 pm, being put "on hold" for extended periods of time. Rose understood what we needed. We gave her the serial number and model number of each of our RV receivers which we needed reactivated. They had been deactivated by Directv when the new dish and equipment was installed in our home the day before. After all the waiting and endless conversations with Rose, she told us she couldn't do what we wanted. 

We are BEYOND FRUSTRATED. We are on a trip with no TV and when we return to Crestline in two weeks, we were told we will have no service there either. 

We must make this service work, just as it had done at our other house in xxx. As previously stated, we spent $3,000.00 having a Directv dish installed on our RV, we cannot afford to just change providers.

Over the last 20 years we have paid more than $23,000.00 in monthly charges for Directv and now we are being treated in this way. 

We need a resolution to this problem, and we need it quickly. We need credit for the time we have had no service and compensation for the unbelievable frustration and time spent on the phone to countless Directv associates. 

Your timely response is requested, and the resumption of our service is needed immediately.

Linda and John xxxxxx

(818) xxx-xxxx