Direct TV rep gave me incorrect information--how can one rely on what they've been told?

Thanks for the response; I accept your answer as "logical" for DirecTV--but it does not address the issue that remains.  My 97 year old wheelchair bound Mom is without TV for 6 days due to a "misunderstanding" for a lack of clarification.  If it had been made exactingly clear that I had to wait at my residence for DirecTV to call me and then by agreement that the tech and I would verify that we would meet each other at my mother's residence within 10-20 minutes, the satellite dish would have been fixed yesterday--there would have been no confusion or misdirection.  As sole caregiver and POA for all of my mother's financial, household and vehicle, and medical and health insurance and physical needs, my time is constrained by meeting those responsibilities.  I have to return to my residence to carry out those many and comprehensive tasks for two households and two people. A little consideration could have been extended by DirecTV, specifically if we have the premium protection plan.

Certainly a difference of what was said vs what should have been said, so you had the right expectation. Ideally the tech will call prior, but that doesn't always happen. And techs are not well known for waiting around for someone to show up.

The protection plan doesn't change how the appointment works. It just covers the cost of a repair service call ($99). You pay more in the long run, but have the piece of mind you don't need to have reserve funds saved up to cover a service call.

So best is to be there from the start of the arrival window, but if needed have the phone forwarded. Or even change number on the account before appointment set so that is the primary contact. Then just change it back afterwards.

I believe brain freeze has overtaken me!!  Why in the world didn't I remember about forwarding my number to Mom's phone!!  Thanks!

No worries. When you have family matters to deal with, that takes priority in your thinking. Completely understandable.

Hope the next appointment goes much smoother.

Yikes!!  My Panasonic phone doesn't have a call-forwarding option!!  And I can't change the account contact phone number because all of DirecTV records and files are online via my PC at my place!  So it's back to me waiting here at my place for the tech's phone call and then dashing back to Mom's place!  Oh well...

Even if the physical phone doesn't have a call forwarding option built-in, the service should have the option. I would see if they have a short-code way to do so or if you have to call or login online to set it up.

Thanks!

Followup:  After being urged on by my "need to know" and my mother's growing anxiety, I examined the plastic housing protecting the satellite signal device and found it to be so brittle that a hole had formed on its top along with several long cracks on its face.  This allowed at least 3 inches of rain water from extremely severe thunderstorms with hail to force its way into the housing and settle, thereby blocking the transmission of the satellite signal to the satellite dish.  After piercing a small hole in the bottom of the damaged covering and draining the water, the DirecTV signal was successfully downloaded and the transmission to the TV and Genie was restored.  So the problem is that the housing needs to be replaced with a new one.  And goodness, more rain is predicted this afternoon around 2PM!

Most likely the water will damage the electronics so it needs to be replaced ASAP. You can replace the LNB  yourself if you want as they are available online you just need to order the correct model number.

Thanks for the info!!  I'll let the DirecTV tech handle that!!

Nice self-troubleshooting and patching for the time being. Definitely let the tech know that was at least part of the problem so they can secure it in addition to checking everything else they need to on the issue.

I just updated my service repair ticket with DirecTV and notified them of the damage to the plastic housing, as well as notified them that I would remain at my residence for the tech's phone call and that after confirming the appointment will meet him at my mother's residence for the repair.  I left both numbers just in case.  I also advised that there may be further electrical issues due to the 3 inches of sitting water in the housing.

Those notes will definitely help the tech. Makes sure they have all needed equipment and what they may need to work on first, or indicate some things to check they might not have otherwise.

The DirecTV tech just left and I'm back at my place to disconnect the "call forwarding" via Spectrum.  The entire signal housing is replaced and things are back to normal TV viewing!  My mother's anxiety is over (as is mine)!  Thanks!