Contributor
Problem with DirecTV Service
I will make this short.
I recently moved and did the movers deal to my new address. We asked for 3 receivers, one being 4k. They came installed everything but didnt do the 4k. Called back (on phone for 4 hours) and found out the address was still showing my old address. Finally thought we had it taken care of. Technician was scheduled to come out and finally install 4k. Guy shows up, said he cant do it because it was listed as a service call. 5 more hours on the phone. Told CSR to make sure it was an upgrade work order, not a service work order. Technician arrives....same thing...service work order. 5 more trys... .5 more times technicians come out. 5 more times it is listed as a service and technician cannot do anything. Today was the last straw. We called to cancel outlr service and are being told that we are under contract and have to pay $480! A contract that you DID NOT FULFILL ON YOUR END! I need to speak to someone from as high up as necessary. Tired of being lied to by foreign service centers.
DIRECTVhelp
Community Support
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255.1K Messages
6 years ago
HI @Hohnsonbayou4x4,
We would like to review your account for you! I am sending you a private message (PM) to help in this matter. Please check your forums private messages by clicking the envelope in the top right section of this page or click Forums Inbox. Locate the PM and reply to my message with the requested account details. We look forward to your response and the opportunity to help you!
Lafayette, AT&T Community Specialist
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Juniper
ACE - Expert
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23K Messages
6 years ago
@Johnsonbayou4x4
Definitely had a couple problems there. When a movers order is completed that should update the address to the new one. The fact it didn't was very odd. As for the following agent scheduling a service call, that was not the correct method. Provided 4K was on the order to begin with, then they submit a request of a incomplete install on the original appointment since it would be a correction and not a repair.
Does the Movers order show 4K on the confirmation that was emailed? This will confirm what was ordered and accepted upon install completed to see if the tech messed up, or it wasn't a 4K order to begin with. If tech installed wrong equipment, then that must be corrected. If order wasn't for 4K, then you might be stuck as install wasn't declined to modify order to what you really wanted.
As a note, there is no 4K receiver, only a Client, and the content is limited. Here is the full details just to make sure no further issues.
HR54 Genie on non 4K tv (Can connect to a 4K tv, but will not provide the 4K feed to it).
C61K Mini Genie Client (wired only at this time) on 4K tv.
Remember Client has no tuner of its own, uses 1 from the Genie.
4K tv must support HDCP 2.2, HDMI 2.0, and 60 Frames per Second (FPS)
Directv Installation, 4K tv must be there
Package Select or above as of 12/15/2016 (used to be only Ultimate or Premier). So only the Family package will not get 4K service at all.
At this time there are only a couple channels in 4K (plus some PPVs)
Even if you have multiple C61K or RVU clients, only one tv can be using a 4K channel at a time.
Directv also has the Genie-2 (HS17), but it is not recommended. Post launch bugs and no Picture in Picture (PiP) feature if that matters for you. Also Genie/Genie-2 work as a server for Clients, so if they go down, all Clients go down. A regular Genie goes down, though this still affects Clients, regular HDDVRs still work. Plus the Genie-2 caps out at 7 tuners. A regular Genie and 2 HDDVRs gets you 9 tuners for example.
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mdram4x4
ACE - Master
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6.5K Messages
6 years ago
did you have a 4k tv in place? they will only intsall 4k if there is a 4k tv
what are the equipment models they did install?
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Johnsonbayou4x4
Contributor
6 years ago
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Johnsonbayou4x4
Contributor
6 years ago
Thanks.
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