Contacting representatives stateside

Hang-up then callback to try again. When you call you get the next agent available. There is no option to choose where an agent is located (just like you cannot request gender, ethnicity, cultural background, etc.).

So if you get an agent you have trouble communicating with, then you try the next one. You can also run your issue by the community of other customers and perhaps guidance could be given regarding the MLB Extra Innings.

It is so much that the agent’s are difficult to understand their speech, they don’t understand the sport and the magnitude of watching for 4 1/2 hours and having the game end at the top of the 9th inng.  But in addition they do no grasp that this NOT a regional black out which is what they want to tell me it is.  I have hung up and called back as well. All calls get routed out of country.  You used to be able to ask for stateside support but that no longer is possible.  They don’t even have an email for customer complaints!  This is it! Complaining to other Directtv customers! Lot of good this does!   Customer service no longer exists!

DirecTV has never had the option to transfer to a particular location as they are built to get you to the right department, regardless where the individual agent was. However to make up for the short staffing from Covid they have increased their outsourcing.

What are the teams?

Your zip code?

What happened when watching (symptom, error message, etc.)?

Models of boxes?

Did you try refreshing service authorization? www.directv.com/refresh

Did you check to see if the game may have been broadcast on a local channel?

Yes, as I said I record all channels of the team.  When they cut the feed I checked all the others and all had cut feed at same time.  I have been a directv customer for many many years and I have on several occasions requested a stateside tech and my request was accommodated.  However I have not requested that until recently when the out sourced agents could not solve the issue. 
The game I was watching was being played two states away and I am not in the region of either team.  As for my zip I don’t give out that info.

What happened? After watching the game for over 5 hours at the top of the 9th inning with 1 out the feed went to black and said the channel was not in my package.  It was most certainly in my MLB package.  Don’t recall the code. The first agent confirmed the channel was in my package and she tried to tell me that the game may have been blacked out.  Well, first of all as stated I don’t live within a blackout region.  Second, IF I did live in the region the games are sold out due to the

limited allowed fans.  When sold out they do not black them out.

This is not a technical issue.  It is MLB screwing up or Directtv screwing up and shutting down the feed early.  My goal is to file a complaint.  I am paying a hefty fee for MLB package and having the feed cut early is a violation of that agreement and they need to fix it or refund me.  Finding out how to get that done is a needle in a haystack since they don’t publish a contact number that gets you to that dept - IF they even have one!

In a public space full address information should not be posted. As zip, county, and/or city are broad areas they are fine and are needed to help figure out issues. This is because DirecTV is spot-beamed service, so area matters. That info could help another experienced customer, or the occasional employee off-the-clock, provide some key information for the situation if they might have more details on an existing issue. But without it then there  are no specific facts to go by, only the claim of "MLB Blackout is wrong". I respect your choosing not to provide that. Then your recourse for help is through customer support where they are required to have that info to make sure your service is setup correctly.

In the past because most agents were in-country, so minimal outsourcing, a transfer would have had a high chance of getting an agent stateside. Now outsourcing has swung the pendulum the other way. Hopefully everything continues improving this year so that the local workforce can get back to a sense of normalcy.

Like many companies they don't work with department specific numbers to call. You call customer support and are routed based on your reason for calling. And some departments don't deal with the public. So if blackouts are registering incorrectly, then they submit some sort of trouble ticket as that would be need to be fixed either by their own IT or MLB if they are sending incorrect blackout info to begin with. But in the end, MLB controls the blackout rules (just like the other professional leagues).

DTV has no control over a channel cutting the feed.

This is an MLB problem, not Directv. Directv just takes the feed MLB sends out.

I realize that.  However, they have a contract with M L B to broadcast games. In turn they charge us for that privilege.  So in proper order, I the customer complains to my source Direct tv and then it should be the job to complain to MLB.  Not wuite understanding why no one gets that.  For me to contact MLB would be like throwing a bottle into the ocean.  But if all of the customers complain and demand refund, Directtv would have a direct line to deal with MLB.

I am certain if anyone was watching a movie and it was cut off before the last 30 minutes those customers would be just as angry and want an avenue to complain.  There is NO SUCH AVENUE. I am hoping that enough of us that are paying for MLB package raise (Edited per community guidelines) something will be done. But of course that means we need a address, or phone number stateside

In his other post he wants DTV to call MLB

Well since they already brought it up to DirecTV with no resolution, refuse to give basic info (zip code, specific teams, even day/time of games as MLB has unique rules compare to other sport leagues, etc.), then they should contact MLB. If no resolution is found with the TV provider then why not contact the MLB which is where the feed originates from?

So either call DirecTV again to try another agent (there is no direct number to an agent or guaranteed to be in-country) to see if maybe a trouble ticket can be submitted or contact MLB.