Asking for credit

If your service is completely OUT, you can get a credit for each day.  Once your service is working again, you can ask for a credit.

I assume you mean a service call for repair (not the call to support). As long as it is within 90 days of the install and for that reason (not an unrelated issue) then it is supposed to be covered by their worry free guarantee.

Once the issue is fixed, you call customer support and request a credit for time without service from the day you called about the issue to the day it was fixed.

In case the community could help avoid waiting on the service call would you please detail the issue?

Describe issue (symptoms, error message, etc.)

Models of each box and which ones affected.

Troubleshooting already tried (be specific please)

Was this your initial upgrade to HD or did you have a mix of SD and HD boxes?

This is the first time for HD.  There was nothing wrong with what I had but AT&T notified me had to change before July 13, 2021, or would lose a number of channels (a number of which are my favorites).  Problem started one day after service was installed.  Could not access some channels and picture was breaking up -- all problems were here and there so thought would wait day or 2 and maybe it would straighten out.  I have 3 TV's -- Sat. (6/19) around 5AM, I turned on my kitchen TV and the screen was gray.  No signal, nothing.  2nd TV in LR -- same thing.  But sunporch TV had a picture.About one hour later, I tried it again and -- nothing -- gray screen.  At 8am, I called tech support.  He had me try this, try that -- with direction I used prompts on the TV but nothing worked.  The final thing he asked me to do was unplug the TV but I was afraid to do that.  So, he set up appointment July 25, which I thought was a long time to wait.  The only channels I get now are those which are NOT HD.  And, if you leave TV on long enough, it shuts off by itself and says "No Signal."  I was perfectly satisfied with what I already had except for them sending a bill which I might receive on 10th of the month and it would be due on the 13th.  I pay by check and it would never get where it was going in 3 days by USMail.... The prompts all say the same thing "Satellite Issue."  Mostly there is a blue high-lighted prompt that says I can watch program in SD; however, (also mostly) this doesn't prove to be true.  It next says "More Information"  highlighted in blue.  Intermittently, the whole thing cuts off.  However, the first thing Tech Support had me was was Channel Up or Channel Down and that brought it back.  So that is what I do now.  If I knew who to call, I would tell them come take back everything here that is DirecTV and I would sign up with Dish.  

You will NOT be billed for another service Call --Once installed the TECH that installed it OWNS it for 90 DAYS --What you have is a call back 

Does that mean the same installer will return to fix the problem?

@MaryGregg

Maybe Yes- Maybe No Depends on schedule

Should you have Problems with getting a service credit or any other issue's after your next appointment. Use this link to help with that -should you need it --or if the service visit goes well and you wish to praise it.

Contacts | AT&T (att.com)

DirecTV has been shutting down their MPEG-2/SD-only feeds. As such many people had to update equipment or go without service.

There is no guarantee if it will be the same tech or not. Unknown if they prefer the same tech to go out to finish/fix what they installed, but in general (especially during short staffing from Covid) it tends to be whomever is next available in the schedule from dispatch.

A "No Signal" message normally means the TV is not recognizing a signal from that input. Unless it is very difficult to get to (if cords were hidden for looks), there should be no fear to unplug TV for a minute. But I would suggest first verifying the TV is on the correct input that DirecTV is plugged into (HDMI-1, HDMI-2, etc).

If cords are secure and on the right TV input, try powering on the TV first and after a few seconds power on the DirecTV box. In case a communication delay between the 2 upon powering on is causing it to register "No Signal" instead of normal sound and picture.

However if you get a prompt to watch in SD when trying to watch the HD version, that suggests poor satellite signal. Either the receiving dish needs to be aligned or something may be in the way. The MPEG-4/HD capable feeds require a better signal reception than the old ones.

As a note, nobody will come take DirecTV equipment. Just like Dish, if you cancel you ship any returnable boxes back. They don't send someone to do that for you.

You can pay over the phone or online with your check so you don't have to worry about how slow the mail is. Though you may get reminders after the listed due date, as long as payment is posted to your account before the service month starts over there is no late fee. Essentially a built-in grace period.

Appreciate your help -- the Tech Support person led me through all the usual steps for finding a solution -- with the exception of unplugging the TV.  When the repairman left last Wed., he told me not to "fool with anything."  I do not have a background in TV repair or TV parts and especially not in "HD."  This morning I had nothing -- this evening I have managed to get a few channels to watch.  As for the bill -- DirecTV charges $5 for being late and if you use phone to pay with credit card -- $4.95.  I think they want everyone to go paperless so are making it extra difficult to send them a check.  I do thank all who respond on this forum for taking time and being interested enough to help me.  

Paying over the phone or order PPVs, with a live agent, incur the $5 phone transaction fee. They want customers using normal self-help options for these (over the phone with voice system, online payment, auto pay, bank's bill pay, etc.) instead of tying up customer support from helping others that have more need of official support.

Late fee only charges if the bill month has started over with a past due balance. The listed due date on the bill is day 20 of your service month, so about 10 days between printed due date and cycle starting over (depending on 30, 31, 28/29 day month).

Practically all companies prefer paperless billing. Saves resources, better for the environment, and too many people don't read through their bill like they should making it further a waste. With paperless you read your bill online, can save a pdf copy, or even print any in particular that you want. You still can mail payment without the remittance slip of a traditional paper bill. Any electronic forms of payment post same day, as opposed to however long the mail might take. You can still do electronic payment without being on autopay, so still paying when your funds are available.

But with the issue as described, it is not a matter of being on the wrong input or delay between TV and DirecTV box. Something is interfering with the service, most likely dish is out of alignment or something is blocking it intermittently (such as tree branches swaying into the way) as HD/MPEG-4 is more sensitive to alignment issues. As such this would need a tech back out, which should be no charge as long as within 90 days of the install.