Contributor
•
41 Messages
Removed a SD receiver off account but they kept billing
Last fall I received a letter from DTV that they will no longer support SD receivers and I can have a replacement HD receiver to replace it. I decided to remove it (my mom's TV). She had passed so I no longer used it anyway. Made contact with DTV to let them know I removed it off the cable and what do I need to do with it. They said just recycle it. They didn't want it back. She assured me its off the bill. Well I just looked today and its still there.
Contacted DTV and they didn't see a call in November of the issue. I assured them I did call. He first said I'd need to send it back to get it removed for the bill. I told him to send me a box. I also told him the person I talked to in November said they don't want it back. He put me on hold and came back and told me yes we don't want it back. He went to change my receiver line up so my H44 was the main and when he did that it knocked it offline. He went back to check and got it working again. He also looked and said that he didn't find my conversation in November with the rep. I told him I'm not making it up and I want credit for the 2 plus months they billed me. He said he can't because he doesn't have proof of the call. I told him it happened and I'm not making it up. He said maybe the rep forgot to document the call. I said not my fault. He'll only credit 7 days. UGH, (Edited per community guidelines)...
Juniper
ACE - Expert
•
23.4K Messages
3 years ago
Historically, even if an agent failed to save notes on the account, the system logs the account was accessed. Usually that is with system generated note for whatever the voice prompt captured for your reason for calling. Unclear if their new system is setup to do that.
At the very least verify that box is now deactivated. That saves you $7 monthly going forward. Hopefully the next agent can verify account access a couple months ago to credit back about $14 ($7 x 2 months, but would be prorated to the day).
As you have an H44 (Genie Lite), that means you are on SWM. Most MPEG-2 boxes cannot use SWM at all. The D12 and R16 can work on SWM, but not share Whole Home DVR. The R22 was MPEG-4 in hiding. If the old box was a model before those 3, then that should be (in my opinion) good enough proof that it wasn't supposed to be there.
Understood the hassle with the old box being the "Primary". Even back before DirecTV was acquired by AT&T, switching that designation had to be done carefully. Not all agents seemed to be knowledgable about that process.
0
0
kc59harley2
Contributor
•
41 Messages
3 years ago
That is why I called to make sure it was deactivated this time. They assured me it was in November. My bad for not verifying I guess.
I've been with DTV since 1996. I've had to make very few calls for service issues during that time. It used to be the tech on the phone would ask what is the receiver ID we are talking about? That was never asked in this case today when they wanted to remove that SD receiver or the Primary designation receiver (H44). Yes it might be only $14 bucks but I didn't make this up.
0
0