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How do I get DirecTv service to show up?

On June 15 the one of the Genie Minis at my home quit communicating with its Wireless Video Bridge. The light on the WVB was out (instead of being blue [good] or red [not so good]). The other two Genie Minis serviced by this WVB continued to work with the light out.

I called the 800 number and was scheduled for service on June 17, noon to 4pm. I told the 800 person that I suspected the WVB and asked if they could just send me one. The answer was no, because it takes a technician to set it up.

June 17, 4pm came, but DirecTv did not. At 5pm DirecTv called me to reschedule. The soonest they could get me scheduled for was June 28, noon to 4pm. They told me it was possible that an earlier slot would open up and if it did they would call me. They never did.

In the mean time another of the Genie Minis connected through this WVB connects for a few seconds and then displays an error message saying it can't connect. The third Genie Mini is still mostly working although there are screen freezes occurring.

Today, June 17 at 3pm, DirecTv calls (an automated call) to tell me that they cannot come today and that if I want to reschedule I should press 3. I pressed 3 and listened to 26 minutes of "Please continue to hold, the next available blah, blah, blah " message. I hung up, called 800-531-5000 and got a human in less than 2 minutes.

After I talked with him for 10 minutes, he scheduled me for tomorrow, again in the noon to 4pm slot. I asked him to schedule me for the first call in the morning, but he said he could only offer the afternoon appointment.

I found out today that DirecTv has a procedure for customers to replace a WVB and downloaded the instructions. I just ordered a WVB on Amazon for a lot less than DirecTv will pay phone support to talk to me and a technician to show up. Bad news it won't arrive until July 6. Given my past service that may be before DirecTv shows up.

By the way, my DirecTv subscription includes the Protection Plan.

Responses

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Selected Oldest First

shannon02

ACE - Expert

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21.3K Messages

2 years ago

The external WVB is an owned accessory that you buy from DTV or online. The protection plan only covers the service call you still need to pay for another WVB, since it is already connected to the SWM splitter you don't need a tech if you get it online.

CSRs have no contact with the techs all they see is a list of available appointments.

(edited)

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DIRECTVhelp

Community Support

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255.6K Messages

2 years ago

Thank you for taking the time to share this with us, Bill. Rescheduling your appointment that many times is not the experience we want to give you. Your protection plan covers your Wireless Video Bridge as well after the 1-year warranty expires, so you can get a new one on your appointment for free. You can also learn how to manage your appointment here: https://www.directv.com/support/satellite/article/KM1443960 Please check your PMs. I’ve sent you a message, so we can check further into this. Cesar, DIRECTV Community Specialist

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Juniper

ACE - Expert

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23.4K Messages

2 years ago

@BillHanlon

A tech is only needed if this is installing your first or an additional WVB because of running the coax and everything. Replacing an existing one should have a drop ship option.

The WVB is an owned accessory, not covered by the protection plan. Depends when you got it if it would still be under warranty.

Service call for repair should be covered by the Protection Plan, even the WVB is out of waranty and your cost. But again, a replacement WVB should be drop shipped just like a receiver or Client.

Appointments in general are problematic right now. Short staffing in the last couple years has resulted in too many needed to be rescheduled. It is hoped that now out of the height of the pandemic, and new co-owner taking over DirecTV operations, that this will start seeing some improvement.

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BillHanlon

New Member

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21 Messages

2 years ago

Cesar, the DirecTv Community Specialist (employee of DirecTv took this conversation "off line" last night in an attempt to get my problem resolved. We agreed that he would call me at 2pm today to verify that I have had my problem resolved. If not he would "take care of that appointment". It is now approaching 2:20 and I have heard nothing from anyone associated with DirecTv.

Below is the text of our conversation so far.

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Bill, give me the chance to turn your experience around. Let’s review your account and appointment, and we’ll start from there. Cesar, DIRECTV Community Specialist

6:30 pm

I'm willing. I still have an appointment tomorrow afternoon, but given my last two were cancelled I don't have much hope. What do you suggest?

7:23 pm

Since our technician will call you before their arrival, you can let me know here on social media if you don’t get a call so I can take care of that appointment for you. Cesar, DIRECTV Community Specialist

7:33 pm

I won't know if the technician will show up until he calls to tell me he is arriving (hasn't happened yet) or DirecTv calls to say the appointment needs to be rescheduled. How are you going to "take care of that appointment" if it is already cancelled?

7:51 pm

Let’s do this instead, Bill. I will set a reminder for your case, and we’ll contact you tomorrow before your appointment, so we can be in contact to know if the technician contacted you or not, and we can look at options to ensure you get your service working properly. To confirm, your appointment is scheduled for tomorrow, 06/9/23, at noon, right? Cesar, DIRECTV Community Specialist

7:55 pm

Noon (central time) to 4pm. Contact me by phone or text at 713-468-6417.

7:57 pm

Sure thing. Then I’ll schedule a call for 06/29/23 at 2:00 pm to check how the process is going and ensure we restore your service. Don’t hesitate to let us know if anything else comes up before that. We’re just a message away. Cesar, DIRECTV Community Specialist

8:01 pm

Thu, 29 Jun

As usual, DirecTv drops the ball again. Cesar said above that he would call me at 2PM today to verify that I am being taken care of. It is now 2:12. No call from Cesar nor a DirecTv technician. I'm going to post this conversation in the community.

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BillHanlon

New Member

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21 Messages

2 years ago

So after my 2:12 post in the messaging app I received a call from Daniel, another DirecTv Community Specialist. The net of our conversation is that the technician still has (as of now) an hour and 15 minutes to show up and that Daniel will call me back then. I have no expectations that he will offer any solution at that time other than to reschedule again.

I told Daniel I am willing to wait until midnight for the technician today. I also suggested he cancel whoever in my area who has an 8am appointment tomorrow and give me their appointment.

More to come...

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BillHanlon

New Member

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21 Messages

2 years ago

An automated call just came to my phone at 3:07 saying to press 1 to cancel my service call, 2 to reschedule or 3 to talk to DirecTv.

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BillHanlon

New Member

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21 Messages

2 years ago

Another update, but sadly no resolution............

The next message actually posted before my 3:07 message above

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Bill. Thank you for taking my call, due to the authentication we did over the phone, you'd receive automatic messages. In regard to your appointment, since the technician didn't arrive yet, we agreed to set up a callback at 4:00 PM to make sure if he comes to your address and gets your issue fixed. Or if is required to re-schedule the visit for tomorrow morning as you mentioned. Daniel, DIRECTV Community Specialist

3:02 pm

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Please call me Daniel

3:14 pm

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Please allow me a few minutes while I review your account details further. I appreciate your patience.

3:17 pm

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3:43 pm

Thank you for letting me know. I was checking the status of the last tech visit that was rescheduled, and it says "in hold". The tech could probably have come across any inconvenience. I'm still working on your request. Waiting too long for a tech is not reasonable. My apologies. JoseM, DIRECTV Community Specialist

3:49 pm

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A supervisor of Daniel's called about 3:20. Same old same old. Rescheduled me for a 4-8pm time slot of July 1. Told me the reason the service call was cancelled was because I wasn't home. I have been sitting in my office since noon and no one has come down the driveway.

3:52 pm

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Contessa from MasTec (DirecTv's service provider in my area) called about 3:35 to talk about the problem. More of the same old. I told her that DirecTv said the reason the call was cancelled was that I was not at home. Contessa says she knows nothing about that. Because it was still in the time frame of my appointment, I asked if she could just turn the technician around. She said that the technician will show up early for the 4p to 8p appointment Saturday if he/she can. She said she was escalating the call via email, but could not provide any other relief. I asked her to copy me on the email. She said she "couldn't". Probably against company rules to leave a paper trail.

4:07 pm

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BillHanlon

New Member

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21 Messages

2 years ago

yet another yadda, yadda, yadda from DirecTv that doesn't solve the problem.

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4:07 pm

I appreciate that information. Please accept my sincerest apologies. In my system, I verified an escalation regarding this case. The tech appointment is still active and I can't cancel it. Honestly, we are in touch with the tech as well since we can show the notes he left. I'll follow up on this with you and help you to the end with this issue, Bill. Please bear with me. JoseM, DIRECTV Community Specialist

4:26 pm

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BillHanlon

New Member

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21 Messages

2 years ago

MasTec tells me that there is only one technician servicing my area. Given that he has cancelled the appointment 3 times before, what do you think the chances are he'll show up on a Saturday at 4pm to 8pm?

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Juniper

ACE - Expert

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23.4K Messages

2 years ago

Mastec...ouch sorry. They don't have the best track record, but when there is nobody else available...

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BillHanlon

New Member

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21 Messages

2 years ago

More goings on ...

I will check if Saturday is available for the technician visit, Bill. Meanwhile, I was checking with my team, and I can apply a $45.00 one-time credit to your account as a way to apologize overall for this inconvenience and interruption you have had with your service. Would you like me to proceed with the credit? Daniel, DIRECTV Community Specialist

5:55 pm

I double-checked your account and saw that the technician visit was successfully rescheduled for Saturday, July 1st, 2023, between 4 PM to 8 PM. Normally this is not the usual time we send a technician, but I understand the situation you’re going through, and I set that time with a high priority to get this issue fixed as soon as possible for you. I’ll be aware of this new appointment, and I’ll contact you back. Daniel, DIRECTV Community Specialist

6:20 pm

The 4 to 8 pm was the only time I was offered.

7:18 pm

Let's see. My DirecTv bill is about $250 a month. IF (big if) it is repaired on Saturday as scheduled I will have been without the use of half of my DirecTv system for a half month. So that should be somewhere around (1/2 x 1/2 = 1/4) 1/4 of my bill or $60. And that doesn't take into consideration the hassle I've been getting from my wife who thinks I can fix anything or the 12 hours I've spent waiting for your service technician to show up SO FAR.

7:24 pm

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Juniper

ACE - Expert

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23.4K Messages

2 years ago

With multiple canceled appointments and supposedly a single tech for an area (unknown size), I would go with a BBB complaint at this point. Goes to the corporate level who might be able to do something further beyond what that contracted tech company is capable of. Wish there was another quicker and easier option.

But if the WVB was out of warranty, then buying one and plugging it in should be the simplest option.

(edited)

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BillHanlon

New Member

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21 Messages

2 years ago

The continuing saga (since Thursday evening) and detaila of the latest no-show from DirecTv tech

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We completely understand your situation, Bill. We are really sorry for any inconvenience this may cause. However, we already checked, and the appointment is scheduled as mentioned. Please don't worry. We'll follow up on your case and ensure you get the service again. Once the service is repaired, we can start looking for ways to compensate for all this time without the service. Luisa, DIRECTV Community Specialist.

7:36 pm

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Sat, 1 Jul

Well, it is 4PM so the 4-8 PM today scheduled service call is on the clock. Given that the service guy failed to show up on the 3 previously scheduled appointments, what do you think the chances of his coming today are?

4:03 pm

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I'll check if there's any update on your technical appointment right away. Please follow the steps below.

4:15 pm

Let's verify your account to continue here in social media. Click this link and log in with your DIRECTV User ID and password: https://direc.tv/44KkBxh If you have any trouble logging in, please let me know.

4:16 pm

is now assisting you

Thanks for verifying your account. We will continue to assist you with your inquiry.

4:26 pm

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I just logged in as you requested.

4:27 pm

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I’ll go ahead and open your account. Please allow me a few minutes, and I’ll be right back. Maria, DIRECTV Community Specialist.

4:29 pm

Bill, the tech is currently scheduled to arrive between 5:00 PM-5:30 PM. You’ll receive a call prior to their arrival. Maria, DIRECTV Community Specialist.

4:32 pm

I appreciate your patience throughout this process. Due to the previous experiences you’ve had, I’ll follow up with you after 5:30 PM to make sure everything goes well with your technical appointment. I’ll be in touch soon. Maria, DIRECTV Community Specialist.

4:52 pm

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Great. We are here and waiting.

4:52 pm

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Perfect! I'll contact you in a couple of minutes. Maria, DIRECTV Community Specialist.

4:55 pm

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Well, it it now 5:30 and I have yet to hear from either the technician who would be hear between 5 and 5:30 or from Maria, a DirecTv Community Specialist what said she would "contact you in a couple of minutes".

5:33 pm

Not that Maria's contacting me will solve my DirecTv problem.

5:34 pm

Hello Maria! 50 is more than "a couple" of minutes.

5:45 pm

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I truly apologize for the situation with your appointments. The tech is currently scheduled to arrive between 4:00PM-6:00PM. The technician will be calling prior to their arrival. I have escalated your case to the appropriate team so they can review it and determine the next steps. Maria, DIRECTV Community Specialist.

6:00 pm

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It is 7:10 and no tech yet.

7:13 pm

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Unfortunately, our tech is running late, and we don’t have a current status. We apologize for the delay. Would you like to reschedule? Rith, DIRECTV Community Specialist.

7:19 pm

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Sorry, my ATT supplied internet went down and then it was time for supper.

7:50 pm

No, I do not want to reschedule! Tonight is the 4th scheduling of this service call. I will wait until you service person arrives. Send him whenever he can get here.

7:51 pm

Do you people ever read the whole conversation above or do you just start in new with your same old script?

7:54 pm

I have told your team before that the ONLY way I will willingly accept a reschedule is if it is the first appointment in the morning. I've now waited here for your tech for 16 hours and have yet to see him/her.

7:56 pm

I am opening a case with the BBB and including all details of this service request.

7:57 pm

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Bill, I completely apologize. We want you to have a better experience than this. I know that this has been taking too much time. In this case, I will escalate your issue to the next level of support. Rith, DIRECTV Community Specialist.

8:12 pm

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Escalation already happened. See Maria's post at 6pm today, Jose M's post of 4:26 on Friday, yada, yada, yada. What good is escalating??

9:31 pm

The tech (I think he said his name is Russell) called at 8:03 PM to say he wouldn't be able to make it. When I told him I suspected the problem was in a Wireless Video Bridge he said he didn't have one with him anyway. I have told more that one DirecTv phone person not to send the tech without a WVB.

9:34 pm

..... and the beat goes on .......

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BillHanlon

New Member

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21 Messages

2 years ago

By the way, I was on hold with MasTec's (they supply technical service for DirecTv in my neighborhood) tech support number for an hour and 26 minutes this afternoon before it emitted a bunch of loud beeps and hung up on me.

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BillHanlon

New Member

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21 Messages

2 years ago

Here is what happened since the last update

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I truly apologize for the situation with your appointments. The tech is currently scheduled to arrive between 4:00PM-6:00PM. The technician will be calling prior to their arrival. I have escalated your case to the appropriate team so they can review it and determine the next steps. Maria, DIRECTV Community Specialist.

6:00 pm (7/1/23)

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It is 7:10 and no tech yet.

7:13 pm

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Unfortunately, our tech is running late, and we don’t have a current status. We apologize for the delay. Would you like to reschedule? Rith, DIRECTV Community Specialist.

7:19 pm

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Sorry, my ATT supplied internet went down and then it was time for supper.

7:50 pm

No, I do not want to reschedule! Tonight is the 4th scheduling of this service call. I will wait until you service person arrives. Send him whenever he can get here.

7:51 pm

Do you people ever read the whole conversation above or do you just start in new with your same old script?

7:54 pm

I have told your team before that the ONLY way I will willingly accept a reschedule is if it is the first appointment in the morning. I've now waited here for your tech for 16 hours and have yet to see him/her.

7:56 pm

I am opening a case with the BBB and including all details of this service request.

7:57 pm

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Bill, I completely apologize. We want you to have a better experience than this. I know that this has been taking too much time. In this case, I will escalate your issue to the next level of support. Rith, DIRECTV Community Specialist.

8:12 pm

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Escalation already happened. See Maria's post at 6pm today, Jose M's post of 4:26 on Friday, yada, yada, yada. What good is escalating??

9:31 pm

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The tech (I think he said his name is Russell) called at 8:03 PM to say he wouldn't be able to make it. When I told him I suspected the problem was in a Wireless Video Bridge he said he didn't have one with him anyway. I have told more that one DirecTv phone person not to send hthe tech without a WVB.

9:34 pm

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When can you schedule a technician with a Wireless Video Bridge to come to my house for the first appointment of the day? If the answer isn't Monday July 3, 2023 please escalate this to someone who can give me that answer.

9:55 pm

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Sun, 2 Jul

Well, DirecTv is on time with one thing. My bill arrived in my email inbox today.

10:22 pm

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Hello Bill. We know this case is taking a bit longer. We're still awaiting the update on the request to reschedule the appointment. As soon as we get a response, we'll confirm when you will receive a call from the specialized team to get the closest date for the appointment. LeidyE, DIRECTV Community Specialist

11:04 pm

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Mon, 3 Jul

Please call me at 713-468-6417 to reschedule.

7:28 am

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I've been listening to calming music on your 800-531-5000 number for 10+ minutes since telling that automated system I wanted to reschedule.

7:34 am

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Bill, thank you for sharing this information. The phone number you're sharing is the phone number that our specialized team has. They will call you soon. We appreciate your time and patience. SebastianB, DIRECTV Community Specialist

7:41 am

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Soon, within the hour, day, week or month?

7:43 am

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I would love to provide you with this information. However, right now, I can't confirm a specific timeframe, but I can assure you they are taking care of your case and will get in touch with you soon. SebastianB, DIRECTV Community Specialist

7:49 am

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When is "soon" up? It has been almost 2 hours since soon began, and still no phone call.

9:40 am

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BillHanlon

How do I get DirecTv service to show up?

shannon02

DIRECTVhelp

Juniper

BillHanlon

BillHanlon

BillHanlon

BillHanlon

BillHanlon

BillHanlon

Juniper

BillHanlon

Juniper

BillHanlon

BillHanlon

BillHanlon

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