New Member
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2 Messages
Move Service
I have moved from Utah to Alaska. I've called several times and waited on hold for hours (literally), but the customer support reps continue to encounter some sort of error moving my service. That would be fine if someone would follow through and correct the problem but the techs can't figure it out and don't call back.
Edit: Sorry, I don't think the community can help but I've made the post as a bit of a hail mary to reach someone at DirecTV who can fix the issue.
detuch254
ACE - New Member
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5.2K Messages
4 years ago
Probably best to say 'cancel' when the robot starts talking when you call. This will send you to the retention department, which will take your concern seriously and try their best to put in a move order. If an agent from the retention department encounters an error, wait a few more days and check back. If they say the same thing, it would be time for a BBB complaint at that point to send it to corporate.
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Juniper
ACE - Expert
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23.4K Messages
4 years ago
Historically, the difference with an order for Alaska instead of scheduling the install date with the agent may require a callback traditionally within 72hrs. This is because of the unique location in some places requiring a bit more to get techs where they need to be.
They may also get a warning that MPEG-4/HD may not be guaranteed when on the fringe of the broadcast. This is even more an issue now as the MPEG-2/SD-only feeds are shutting down which requires everybody to have MPEG-4 going forward.
I don't know if either of those applies to the "error" the agent mentions of if there is something else going on. Wanted to mention so you don't get caught by any surprises.
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detuch254
ACE - New Member
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5.2K Messages
4 years ago
@Juniper shoot just now I noticed the OP said Alaska. Yes, that could most certainly cause issues. Also, as another note, Alaska requires a different sized dish in order to pick up all satellites correctly.
Here is a link to the satellite needed for your home in Alaska. It is DIFFERENT from the regular size satellite dish used in the 48 contiguous states.
https://www.solidsignal.com/directv-1-2m-satellite-dish-reflector-for-alaska-and-hawaii-dtvah12dish
(edited)
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TonyJeep75
New Member
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2 Messages
4 years ago
Thanks all. I reached out via chat to DirecTV yesterday. We did the standard cordial back and forth before the tech ran into the same issues as the previous ones. He had a manager call me, which was hard to understand - I think he had me on speakerphone with lots of ambient noise, anyway, the call cut out after 5 minutes, and he didn't call back. FYI, I started these conversations with them back in March. They've had lots of time to figure it out. Lousy customer service is the expected standard nowadays, but they are really outdoing themselves.
The house I'm moving into already has a DirecTV dish on it so satellite issues should be a nonissue. I'll try another chat session with them now. I bet you a dollar that it doesn't get resolved today either.
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detuch254
ACE - New Member
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5.2K Messages
4 years ago
@TonyJeep75 never use the chat feature, the agents there are always providing misleading information. I strongly recommend that you call in and place a movers order there. If they don’t do it, ask for the retention department and see where that gets you.
even if the new house has a DIRECTV dish, you would still need to change the billing and service address. On top of this, that dish could be out of alignment. Also, cabling could be in the wrong rooms or where you don’t want your DIRECTV receivers to be.
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