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Why does it take so long to get technical support & How to end contract early
I have DIRECTV and Internet service for my disabled home bound mother/grandmother, costing close to $300 a month, and it requires tech support of some kind every other month for either the cable boxes or internet connection. In Sept all the cable boxes lost connection and I spent 2 hrs on the phone trouble shooting, and when that didn’t work, I was told it was a minimum of 3 days waiting and staring at the wall, before they could get someone out there to restore the service! They started having the exact same problem yesterday 12/5 and I’m out of town & unable to spend hours troubleshooting it again, so I call and they sent refresh, reset signals to the boxes but of course it didn’t help, so they are stuck sitting and staring at the walls AGAIN until Dec. 8th, when a technician can get there! I’m so fed up w/ it but I’m still under contract and the thought of forking over another cent to them, to get out of it infuriates me even more!
Accepted Solution
Juniper
ACE - Expert
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23.4K Messages
3 years ago
DirecTV like many other companies is dealing with a shortage of qualified techs. Getting an appointment within 3 days is rather good even when properly staffed.
However, every other month having a tech out is definitely an issue. On the TV side, what are the issues they have been having? Perhaps experienced users could help avoid a service call, or perhaps narrow down the key information for the next tech so it is the last one for a long time.
To end the contract early, that is simply cancellation. Call DirecTV and say "cancel" at the voice prompt to speak to the cancellation/retention department. The early cancellation fee (ECF) is valued at $20 for each month remaining as is put as a one-time charge on the following bill. Service cancels at the end of the service month, so you are not prorated for any unused days.
Along with canceling, any returnable receiver/client boxes are taken to a participating FedEx or The UPS Store (not USPS) with your account number for the free return (keep receipt showing they took possession).
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