New Member
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5 Messages
Noone came to our appt or called.
My husband and I took a day off from work to be here for an appt when the Direct TV tech was supposed to come out. Instead, an ATT Supervisor came out to look around and told us the DTV tech would be out in 20 minutes. We waited for about 3 hours when we called to find out what was going on. After a lengthy 2 hr phone call with customer service, she was of no help. She said the 3rd party's dispatch system was down and could not hep us. We wanted to reschedule but she said she couldn't. This was after having almost 3 weeks of NO service. She would not give me her employee number. It was left with her saying a Supervisor would call back. We waited but this never happened. Then, I called back to speak with someone else, and by this time I was livid as we had to cancel a Dr appt and was charged for it. My husband was also docked for his day off. This gal told me that they could not do anything as their DTV dispatch system was down but she would call me tomorrow- but their were no appts available and she didn't see any for next week either. Meanwhile, we never got a phone call from the ATT person who said Direct TV would be out in 20 minutes. A simple phone call would have helped us out SO much! So the 2nd gal said she would credit us $15 for losing our appt due to what she called "Technician Capacity" which I asked what that was and she said they were overbooked and did not have anyone to service us. Again- a simple phone call or text telling us this would have helped. By now, we were out almost $1,000 dollars between a cancelled Dr appt at the last minute while waiting, and a day off. I was getting very angry and the Customer service gal was not doing anything to help us other than promise to call back tomorrow (right). I have never had such poor service or distrust. This was another 2 hr phone call that was left at there was nothing they could do to help us. All we wanted was a receiver!!! But they would not let my husband (an Engineer) put it in. This gal did give us her employee number and said she didn't know when the dispatch service would be back on. But she did see that we DID have an appt, but saw no record of any ATT person coming out! Believe me, he did!! When I asked her what we were supposed to do now- she conveniently said she could not hear me and that there was static on the line and hung up. All I would have asked for was a simple phone call so our day could have gone differently. I am a 20 yr with Direct TV Veteran, and this happens every time. I know it will be like starting ALL over again on Monday and I will have to wait another 3 weeks. That would make it 6 weeks without Direct TV. I don't know what to do. Between the 2 long phone calls that I initiated, I was given so many different answers and lies about return calls that never happened. What would YOU do? It took up most of our day and put us in horrible moods. My heart started to race and I had a panic attack. We were treated nicely, but we were also given the "party line" so many times that I was starting to yell to get my questions answered - and I am not like that! It was one mistake made after another on their part. Now we are stuck, once again, waiting, with no TV, and this is so not fair. Help!
Accepted Solution
Official Solution
Juniper
ACE - Expert
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22.8K Messages
3 years ago
DirecTV moved to Single Wire Multiswitch (SWM or SWiM). This means it is a single Cable to each box instead of a cable per tuner. Makes it easy to move boxes around if needed, and since the Genie is 5 tuners it would avoid an octopus of cabling.
The HR54 would be an upgrade, not a warranty replacement, so would come with a 24 month agreement. Yes a tech is needed because you are on the older multiswitch. The HR24s can use both, but all Genie setups and the H25 are SWM-only.
As long as those updates fall within standard installation, then there is no additional charges. But if there is any custom or additional work outside of that, the tech is required to discuss with you on-site before the work is done so you can decide.
As a note, the Genie requires Whole Home DVR. If you don't already have that service then that adds $3 to your monthly bill.
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DIRECTVhelp
Community Support
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254.9K Messages
3 years ago
We want to make the things right for you and honor all these years with us. In order to check this out, let's meet us in a Direct message. Please check your DIRECTV Message Inbox (It's the chat icon next to the bell icon in the upper right corner of the Forums)
John, DIRECTV Community Specialist
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Saralinda57
New Member
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5 Messages
3 years ago
@teetertotter No, he didn't. I just got the party line... Sara
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Saralinda57
New Member
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5 Messages
3 years ago
On the original call with DTV we wanted a replacement for our defective HR24-500 DVR. We were told that receiver was End Of Lifed and we would be sent the HR-54. While still on the phone I looked up the HR54 and noticed it only had 1 dish input. Our HR24 had 2 inputs. With this information the agent changed their mind and said a service person would have to come out and install the receiver. He did not tell me what may have to be done but I suspected the dish would have to be modified with a compatible LNB. we were told we would not be charged for this.
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Saralinda57
New Member
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5 Messages
3 years ago
They were going to charge us $99 for the appt as a way to upsell us to get the maintenance agreement but I put my foot down on that one and called and got it straightened out!
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Juniper
ACE - Expert
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22.8K Messages
3 years ago
Service calls are $99. The protection plan does cover that cost, but is not a good value because you should not need repair often enough to make it cheaper. And if you have need of repair that often then something is critically wrong.
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Joey_2
New Member
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1 Message
3 years ago
I am having the same problem. Supposed to install Friday 15th 2022. Saturday 16th 2022. Monday 18th 2022 and again today Saturday 23rd 2022. Told I didn't have appointments or cancelled which isn't true. That they had called me which isn't true also.
I spent 38 minutes trying to make a fifth appointment today after no one had shown up. I finally lost it after it seemed they wanted to do a new contract. Asking what the package was and how many tv's, wanting my permission to run another credit report. NO!
I told them to schedule another appointment and text the details to my phone.
I recorded all the conversations and printed out any correspondence from my computer.
When I did a chat on the computer he wanted$90.00 for the installation and I made a point that the installation was free.
Directv used to be a great company. I had them for years. I will call Monday too and try for another appointment and that will be the last time. All this so my husband can watch the ball games.
Directv management needs to correct these problems!!
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DIRECTVhelp
Community Support
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254.9K Messages
3 years ago
At DIRECTV, we value the time you've spent with us and that's why we want to help you set up your technical appointment. Let's meet in a Direct Message to take a closer look on this. Please check your DIRECTV Message Inbox (It's the chat icon next to the bell icon in the upper right corner of the Forums).
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Dachase
New Member
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7 Messages
3 years ago
Sounds so familiar. I have an old standard definition D12-100 receiver quit receiving a input signal used in our home and motor home. I spent one hour with tech services that finally concluded it could be bad, they would send a replacement with tech to install it with a given date and approximate time. Appointment made. I then receive a email showing a potential charge and upgrade to my service for $19.62 a month? I called customer service, another one hour phone call explaining the situation and why the upgrade. Fuzzy logic consumed the majority of the time, but noted, my old receiver is no longer available and the replacement is a upgrade.Finally, I cancelled the upgrade and appointment and confirmed the old receiver was to be disposed of and taken to a recycle center, all charges we’re removed, someone from tech would call me the following Monday. In the interim I received a email pretty well covering my CS conversation. Another week, no call? I call CS again, what’s happening, no answers. I cancelled the failed receiver in my account and ask about returning it? You’ll get a letter explaining any returns. Two days later I get another email with the return information for the receiver in question and via FedEx or UPS at no cost to me! Itsy been three weeks, no use on this receiver and no phone calls! What I’ve since learned, is the standard receivers are no longer receiving a Satellite signal and I would have to upgrade my receiver locations to HD and a SWM system. Why when talking with tech wasn’t this discussed?.I’ve discussed this with a retired tech installer doing both DTV and Dish, he doubled over laughing, finally telling me he told me so to switch to Dish years ago when we originally installed our 18” DTV system our selves 25+ years ago! Still waiting for the phone call. Talk about a run around, now waiting to see what my bill looks like. Billing is way ahead of any services…
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DIRECTVhelp
Community Support
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254.9K Messages
3 years ago
To better assist you and to take a closer look on this situation and your monthly rate. Please check your DIRECTV Message Inbox (It's the chat icon next to the bell icon in the upper right corner of the Forums).
We will be there waiting for your answer.
Vanessa, DIRECTV Community Specialist
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shannon02
ACE - Expert
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21K Messages
3 years ago
DTV is shutting down the MPEG2 channels rendering the D12 obsolete, you need to use DTV free MPEG2 free swap offer to replace the dish and add MPEG4 HD receivers. Most likely they will want to give you an HS17 and minis.
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peellite
New Member
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3 Messages
3 years ago
As a new DTV customer, having my appt cancelled the same morning it was supposed to happen was quite a shock. We cancelled our beach trip to be home for the install. Then to reschedule it was another 3 weeks out. So I ordered DTV and have to wait 6 weeks to receive the product. In the real world, this is considered HORRIBLE customer service. If DTV cancels again, I will find another source for my husbands sports. We have starlink now, we can stream for ever!!
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DIRECTVhelp
Community Support
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254.9K Messages
3 years ago
Let's meet in a direct message on this. Please check your DM inbox (it's the chat icon next to the bell icon at the upper right corner of the forums) so we can take a closer look into your tech appointment.
Thank you.
Camila, DIRECTV Community Specialist
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peellite
New Member
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3 Messages
3 years ago
I do not see a chat icon next to the "bell'
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peellite
New Member
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3 Messages
3 years ago
I see a round ball with a P in the center. I click on it I get "View Profile", "Profile Settings", "Bookmarks", and "Sign Out". What part of that is the DM part??
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