New Member
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9 Messages
Zip Code/Address Issue
About one year ago, I moved from Virginia to Florida. I contacted DirecTV and brought my equipment with me. Upon arrival in Florida, DirecTV sent a technician to complete the transfer.
Now the fun begins, I noticed on certain channels that require precise location data, my old location was showing up. Channels like Accuweather were displaying the wrong local information at the bottom of the screen. Also, when I use the DirecTV apps on the screen for scores etc, when I go to check an upcoming game and hit channel information, the information listed to watch is my old location in Virginia.
I have checked every location I can think of on the web site, and my new address in Florida is correct. DirecTV when contacted, asked me over and over, if I have updated my zip code on the weather channel and of course I have. The have me restart all the equipment, they had me go through the satellite set up all to no avail. Of course this has been after being on the phone with people that are hard to understand and every other word is, "No worries, I am the one to fix this for you!" The even send me complete new equipment.
Now this is strange, after installing the new equipment, for about 5 minutes, I had correct location data and then it reverted back to the old location.
My old information has to be in the system somewhere. It is amazing to me a company this sophisticated cant correct an issue like this. I really do not want to call again to be told, I am the one to help you. It seems like the tech support is more concerned with what they say than finding the solution. I think they are puzzled and just do something to try and keep me happy. Well guess what, it's not working.
Are there any senior (US) technicians I can contact to see if we can figure this out?
George Evans
In Florida NOT Virginia (lol)
DIRECTVhelp
Community Support
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255.6K Messages
2 years ago
We're sorry you haven't received a resolution yet, @Bluesmokey. We're aware of the importance of getting relevant local programming and information. Let's meet in a PM to help you get the location information right for your account. Christian, DIRECTV Community Specialist
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Juniper
ACE - Expert
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23.4K Messages
2 years ago
@Bluesmokey
With restarting your equipment, have you gone online to refresh service authorizations?
When you check your account does the physical service address (not billing address) show correctly? (the bill would list both on it of course).
You received an order confirmation for a Movers order for install at the new address correct? (it said it was for Movers, not something else?)
If the DM with the help team, or other guidance on this forum, doesn't resolve the issue then go with a BBB complaint. That would send it up to the corporate level who usually call you within a few business days.
Side Notes
Never post personal info (such as full name) in the thread as it is a public forum. A DM (Direct Message) between you and the official community support help team is ok as that is private.
Though we cannot guarantee the agent we speak with is "senior", they should be able to escalate to their internal IT if all regular troubleshooting fails.
You get the next agent available. There is not an option to request someone in country, was born in country, or family has been in country long enough to pretend their family immigrated back in the Mayflower days.
As for "I'm the one to help you out", call centers are heavy with phrasing choice. They want their agents to confidently assure help of being the one-stop for the resolution or who can get the gears moving on one. It is taking ownership of the call. Naturally there will be situations they cannot completely handle single-handed but those shouldn't be the majority.
(edited)
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Bluesmokey
New Member
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9 Messages
2 years ago
I appreciate the response. I have checked the address billing and physical and they are all correct. (Florida) Now, in reference to the refresh service authorizations, I cant get to this page. For about 8 months, this page and the manage your package are all greyed out with no data. Another issue lots of people have been having. So, I have to call to have this done and hence the fun begins again with questions and over an hour on the phone with the "I am the one to help you" remarks. when they finally get to refresh my service authorizations, it makes no difference.
One more thing to note, each time I do these forum postings and get the response form the Community Specialist, I am told I will receive another email from DM which never happens.
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DIRECTVhelp
Community Support
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255.6K Messages
2 years ago
Hi, we appreciate this information. We have been working on your case and will provide all the details through a Private Note. Danna, DIRECTV Community Specialist
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Bluesmokey
New Member
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9 Messages
2 years ago
Still no response from the DM other than it is being worked on. Seriously it should be a simple fix.
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shannon02
ACE - Expert
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21.3K Messages
2 years ago
When DTVhelp sends a DM a box with lines in it appears at the top of this page near the bell icon.
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DIRECTVhelp
Community Support
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255.6K Messages
2 years ago
We understand your point. Currently, we have an outage impacting local weather for channels 361 Accu, and 362. Broadcast Center is working to resolve this in a timely manner. We truly appreciate your patience. Jhoan, DIRECTV Community Specialist
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