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zzonner's profile

Contributor

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5 Messages

Tuesday, January 24th, 2023 10:37 PM

Multiple homes and equipment

I have a primary residence in Phoenix and a summer home in Colorado.  I have dishes at both locations but have been taking my Phoenix DVR, video bridge and 3 mini Genies to Colorado when the snow melts.  I then call and have my service address changed.  Has worked for 5 years but during a call with Direct TV, she told me I could have one account and another service address.  I could put Phoenix on hold and activate Colorado and vice versa.  My question is can I get set up a service call in Colorado to have a Direct TV technician bring equipment and set it up, DVR,  Video Bridge and Genies at no cost?  I am tired of transporting everything back and forth.  With You Tube getting the NFL Sunday Tickets, I am thinking of changing.  Been with Direct TV for over 20 years and like the system, but it is not multi home friendly.  

Accepted Solution

detuch254

ACE - New Member

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3.4K Messages

12 days ago

Interesting. As I recall they haven’t offered that in awhile. Granted, of course, that agent was knowledgeable on the topic and knew what you were referring to. 

It could also be the nature of your account and perhaps the package or receivers. 

Accepted Solution

Juniper

ACE - Expert

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17.7K Messages

12 days ago

If the new co-owner is allowing this, changing from the (understandable) restriction AT&T had, that is nice. But that opens up the problem of people who only take a box or two, leaving others at home and then authorizations and taxes are no longer in compliance.

But I wouldn't be surprised if it is people doing what they shouldn't (knowingly or not), so if you get the answer again about not being allowed then be prepared to have the 2nd account as intended. And the biggest benefit to you on the 2nd account is not having to move and hook up equipment everytime as would stay put.

Accepted Solution

litzdog911

ACE - Sage

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44.1K Messages

12 days ago

Just got off the phone with the Moving Department with Direct TV and they said I could still take my equipment from Phoenix to Colorado and put in a change to my Service address to get the local channels, as I have done for the past 5 years. 

Make sure they don't charge you for the "Movers Connection". 

detuch254

ACE - New Member

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3.4K Messages

13 days ago

No. DIRECTV is only meant for one location. 

What you are doing right now (transporting equipment) is the best feasible way to get it done. I’m surprised you are still somehow able to change your service address over and over again as that stopped some time ago. 

litzdog911

ACE - Sage

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44.1K Messages

13 days ago

Once upon a time, DirecTV was more willing to change your "service address" in situations like this. Those times have passed. 

Juniper

ACE - Expert

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17.7K Messages

13 days ago

DirecTV is built as a single residence service. In the past we could change our service address as needed, and deactivate/reactivate boxes as needed for a vacational/seasonal suspend.

However, too many people would not go through the trouble of covering all boxes. Locals, regional sports, and taxes we are required to pay are based on the physical service address. After AT&T acquired DirecTV, they stopped allowing service address change without a Movers order to prevent violations on how this works. That you have still done this recently has been very fortunate as this changed a few years ago.

Now, each service address must have their own equipment and account. You then call DirecTV to suspend as needed (max 6 months within a 12 month period). That way service and taxes are no longer in violation, plus no more hassle of taking boxes back and forth.

DirecTV was never supposed to be multi-home friendly on a single account. They just had a loophole that was left alone for a long time until finally it was closed to have it work as intended. So now, you have a 2nd account and suspend as needed.

Contributor

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5 Messages

13 days ago

I appreciate everyone input. But I have questions. Why did customer service tell me what I posted above just today?  I changed service from Colorado to Phoenix just last month. How does the RV program work?  Looks like I’m headed to You Tube. And it’s at least half the price. 

litzdog911

ACE - Sage

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44.1K Messages

13 days ago

If you're used to DirecTV and are considering switching to a streaming service, consider DirecTV Stream. 

shannon02

ACE - Expert

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17.4K Messages

13 days ago

DTVs RV service allowed you to access the DNS channels that carried the nationwide feed from the major networks until the FCC allowed the the law to expire so there is no access to those channels anymore except some places that DTV payed the network extra to carry them, don't know if there is an RV program anymore.

Juniper

ACE - Expert

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17.7K Messages

13 days ago

@zzonner 

But I have questions. Why did customer service tell me what I posted above just today?  I changed service from Colorado to Phoenix just last month.

Correct knowledge of DirecTV agents have dropped. First was the acquisition by AT&T, which threw a lof AT&T agents into DirecTV waters with little to no training (a poor choice) expecting them to research all the policies themselves as they went, and as such a lot of them assumed it worked the same. After that the pandemic happened, call centers got hit the hardest and when restrictions lifted both by not built for social distancing and a lot of people don't want the stressfull environment (most people) who call support have a problem and tend not to be the nicest). Outsourcing was used to help make up the short staffing. And now DirecTV is migrating management with the new co-owner.

I hope with the new co-owner this means agents will be able to focus specifically on the DirecTV side and built that knowledge base back up. But they have a hard road ahead of them.

My question is can I get set up a service call in Colorado to have a Direct TV technician bring equipment and set it up, DVR,  Video Bridge and Genies at no cost?

You would have to speak to the "Movers 2nd Home" department to see if they have any specials to help out in this situation.

I would first speak to retention/cancellation. Usually they are more experienced agents. Let them know service address has been moved back and forth and you need the service address to match your original install, or last Movers order if you've offiically moved since then, so everything lines up. Then speak to Movers 2nd/home to discuss setting up a proper account for the other place. Then you can decide what to do from there.

Contributor

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5 Messages

13 days ago

I appreciate your comments. Being with Direct TV for over 20 years I have empathy for the employees, especially through the AT&T debacle. I did speak with the Cancellation Department and she was emphatic about what she told me. So much do I felt compelled to reach out through the Forum.   Sounded too good to be true. With the NFL Ticket I have been spending almost $3000 a year for their service. Over 20 years that’s near $60.000. You’d think one might get special consideration, but I guess that’s too much to ask. Hope they survive. 

Juniper

ACE - Expert

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17.7K Messages

13 days ago

With those channels and taxes being both Federally and locally regulated by the physical service address, it is not something to do a special consideration on allowing the constant change. They had to close the loophold, supposedly to prevent any fines or other hassles for not complying with such regulations. As you've still done it within the last year, sounds like there may be a workaround in they system for someone who knows how, but it is understandably not allowed. Different addresses must have different accounts and their own equipment.

Because of this, I would hope either they would have promotions in general for Movers 2nd Home orders, or at the very least for accounts that show address that has been moved back and forth (possibly with turning on/off certain boxes) being proof of working with a 2nd location. That way they make it easier, and certainly more desirable, for customers to work within the rules. Then you call each time as you used to, but to suspend one account while turning on the other (which also means no mistakes on physical and/or mailing address). And with that no more hassle of lugging boxes back and forth.

Contributor

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5 Messages

12 days ago

Just got off the phone with the Moving Department with Direct TV and they said I could still take my equipment from Phoenix to Colorado and put in a change to my Service address to get the local channels, as I have done for the past 5 years.  They do it all the time.  I checked my past bills for taxes and they do change from Arizona to Colorado depending on the service location.  I quizzed her very hard and conveyed what you have told me and she assured me she does service locations changes all the time.  I am either 100% in Arizona or 100% in Colorado at the time I change.  I do not access the service from any state I am not in.  

(edited)

shannon02

ACE - Expert

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17.4K Messages

12 days ago

Just to make sure AT&T/DTV only allows 1 free Movers order per year and charges $199 after that, Unknown if the new owners has changed this.

Contributor

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5 Messages

12 days ago

I have changed mine twice a year for the past 5 years with no charge. I don’t do it through Move Department, just Customer Service. 


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