New Member
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3 Messages
I have 4 Stream boxes but can olny use 2 at home location
Following DTV Stream's directions, I set my location to my cabin when I visit. I now can't set my location back to home, so I can use all of my devices. They say I'm limited to 2 devices away from home. I tell them I'm here at home. They tell me I can't set my location back to home until a month from now. I am in this situation because I did what DTV told me to, and now they can't help. VERY frustrated. (When I call, they can't give me a ticket tracking number, and can't even tell me what call center I'm talking to.) It's been 2 days, and no help.
Jrandomuser
ACE - Expert
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1.2K Messages
3 years ago
There was no need to change your location for when you were at the cabin (unless the "cabin" has a lot of TVs) - as noted, you could use 2 devices away from home without changing anything. That helps you in the future - it doesn't help you right now. If they won't reset your home location you are stuck, but you might try getting your issue escalated - if they told you to change your location when you were at the cabin, it's at least partly on them and they should help fix it.
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Tiger593
ACE - New Member
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1.6K Messages
3 years ago
How many times have you changed your Home Location because you should be able to do this in the settings on your Directv box? Although if you have changed your home location 4 times already this year then you would be stuck because you are only allowed to change it 4 times in 1 year.
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asupmdr
New Member
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3 Messages
3 years ago
That's just it. I followed their bad directions, and now am suffering for that, and they can't help. I did hit the 4x change, following their instructions. System says I have to wait till Oct 22 to set it back home. Now I have to wait 72 hours for them to clear it to be able to set my home location to my home. No way to contact any decision makers, only able to speak to off shore script followers (Phillipeans and Carribean). They do an EXCELLENT job at hiding any phone number in El Segundo, CA their Corp headquarters. Extremely poor customer support.
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Tiger593
ACE - New Member
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1.6K Messages
3 years ago
Sorry you are having to go through this it really (Edited per community guidelines) when things don't operate as we expect them to, but you do have a few options:
Option # 1 - You can do nothing and wait until Oct. 22 then change your home location again so you can stream normally again.
Option # 2 - You can call and talk with the retention department. They are more knowledgeable than talking to the regular agents that you get when you call customer service and they might be able to help be able to fix this issue for you. To get them you call customer service and say you want to cancel your service then they will transfer you to them.
Option # 3 - You could cancel your service and then resign up under a different email address so you do not have to wait so long to be able to change your home location.
Option # 4 - You can file a complaint with the BBB (Better Business Bureau). These complaints go right to the corporate office. But I doubt that would resolve your issue in a timely manner. But something to consider.
I sure hope this helps you!
(edited)
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asupmdr
New Member
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3 Messages
3 years ago
Option 2 got me further that my own efforts, thank you Tiger563. Not fixed yet, but I feel it's on the way. Awaiting callback from manager. Notes for others dissatisfied with DirecTV's support: When calling, ask for "Disconnect" department. I got a good guy (finally) to talk to. FYI, I'm still waiting for the callback from a manager, though.
(edited)
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