New Member
Directv Upgrade made impossible
I just wanted to upgrade my base Directv package.
After hours online and on the phone, I ended up with never answered chats, and two phone calls with extremely long hold times. One was answered by a very confused operator who said they needed to call back to verify my identity after 20+ minutes of confusion, followed by a message (no ring-in) asking me to call back. The following call just went into a never-ending hold queue...
My online account doesn't appear to show my current DIrectv services (does have my profile information and ATT phone links) so I don't want to choose another package for fear I'll end up paying for two packages. Have they eliminated most of their service people in the name of COVID?
Does Directv still exist or are they being phased out?
shannon02
ACE - Expert
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21K Messages
5 years ago
Call centers are closed and the remaining ones are understaffed due to Covid-19
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Juniper
ACE - Expert
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22.9K Messages
5 years ago
DirecTV is NOT being phased out. The issue is that per Covid-19, they had to temporaily close many call centers. They are very short staffed and relying more heavily on their outsourcing right now.
So hold times are long, agents are not as informative as they should be (never mind the AT&T agents that are not legacy DirecTV agents), their system is overwhelmed with very likely being behind on maintenance (internal computers, website, and phone system).
This is a bad time all around. Agents and customers will be very glad when staffing can get back to normal so customer support may return to a sense of normalcy.
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