Customer service is poor

You can pick your own package, but cannot chose the exact channels you get. This is because channel owners package their content to TV providers requiring them to package in turn. This is how TV providers have been for decades.

Because Covid restrictions required closing of many call centers (temporarily), and naturally for same reason you have more people calling in (both because their are financially struggling and others are using their TV more so have questions), hold times are high right now plus an increase in outsourced help. So result is a hit to their standard's as they try to keep up.

Not "you guys" as this is a public forum of other customers, not official support. But I would suggest getting guidance here before completing your upgrade as too many agents (as many are not DirecTV legacy) are unfamiliar with older setups.

What are the models of each box you have now? Are you adding any TVs, looking for a specific feature, or just what might optimize your setup?

As a note, you still would get free upgrades without the protection plan (any level). It just gives the exact date. Typically it must be over 2 years of active service in good standing for a free one.

. I was hired by a Schurian and I work as a DIRECTV rep and I’m telling you what you had to follow strict guidelines and you had to make sure you were taking care of the customer. 

First of all it's  Asurion , I also worked for asurion withthe basic protection plan for DirecTV  , as such you should know how the ordering and billing systems work.

I knew how existing policies worked but since AT&T took over it’s worse that’s the problem. I did not work for DIRECTV when it was AT&T just for your information, it’s only worse now as I said before than what it was and it’s not the billing policy that’s my concern it’s the lack of customer concern and the lack of customer care

Yeah talk to text isn't perfect. Especially when it puts a wall of text, instead of some natural breaks to make it easier to read. Definitely useful though, just having the technology and software catch up to the ideal.

Personally I don't find the Equipment Protection Plan worth it for most. Even at the lowest cost you are paying $8.99 a month ($107.88 a year), whether you use it or not. Without it replacement of a box is $19.95 delivery, or $99 if the situation requires a service call. Remotes are $15, though cheaper through online retailers usually. And you get free upgrades without it as well. So the one-time costs are cheaper in the long run. I only find it useful for those that don't budget well for a buffer, so a small known cost in the monthly bill is easier to manage than having reserve funds as needed, even though they pay more over time.

But if it has been several years since you worked associated with DirecTV (so before AT&T acquired them), definitely compare your setup here before getting bad info from an agent. They seem to only push the newest (and certainly not greatest) system, regardless if it is the best option for you personally.

We took the PP Plan because 3 years ago I had to have Directv out numerous times for issues and was paying for it, so we decided to try it and of course it remained. I am about ready to remove it due to the gimmick it is.  I am just frustrated beyond the point with the CSR’s. I am just going to keep what I have, “if it isn’t broke don’t fix it”. 

Also remember there is that 90 day worry free guarantee. So if they have to send a tech back out within 90 days there should be no additional charge.

At least get the info so you make a full informed decision about keeping the way it is or considering an upgrade. What are the models of each box you have?