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2 Messages

Sunday, May 5th, 2024 7:36 PM

Regret ever getting this service

We switched from Cox to DIRECTV. When our two-year promotional contract expired, our plan doubled in price. When I called to cancel, I was transferred over to retention and they told me that they could save us money and we could keep our plan if we switched our two bedroom boxes to streaming app. We also told them that our remotes were not working correctly and needed someone to help us fix them at what time we were suggested to switch to a genesis, remote and box. This gentleman explained that the streaming app would save us money and that the genesis box and remote would be better than the remotes. We currently had because we could just press a button and talk into it. We decided to give it a try since it lowered our bill , and we will not be tied into a contract. Or so that is what we were told. Ever since we switched to the streaming app, we have lost the ability to stream the majority of the channels that are included in our Choice package. I have repeatedly called support and technology  And every time I call I get a different answer of why I cannot see my channels. The first technician told me that streaming does not include HD channels, I asked him why we were not told this when we switched over and we were transferred over to technology. The gentleman and technology told us he would check our system and try to add the channels back. I went through unplugging and resetting the main box several times. Then we had to turn all of our televisions on and reset the box again. He was able to add one of the channels that we lost channel 252 but said the other channels were not available on streaming I called DIRECTV and asked to cancel the service since we were paying for a Choice package and unable to watch the Choice package. At that time I was told that I was in a two-year contract and that in order for me to cancel it would cost us over $200. I explained to him from the notes that I took that the gentleman that we spoke to, and I gave him his name and the date that we spoke to him had explained to us there was no contract . His reply was that representative gave us incorrect information and that we were tied into this contract since then I have called several times because we can’t see some of our local channels and they have had to transfer us to technology to have them put us on hold and play music and try and fix this issue , my husband said that since we are stuck with the service, he wanted to watch baseball and asked me to call and see if there was anyway we could get a package to watch the Chicago Cubs. I called and spoke to someone and added that package to our current choice package , and asked if all of our TVs would be able to access the marquee package and was told yes. We stayed on the phone with this gentleman that added the package and we had all of our televisions on and we reset our system and were able to watch the games on both the genesis box and in the bedroom with the streaming app . Today I was sick and was in the bedroom and turned on the TV and access the DIRECTV streaming app to watch marquee and the Chicago Cubs and an error message came up and said I needed to subscribe. I am already a subscriber so I called support and he could not figure out why I cannot see the marquee channels. he gave me the phone number for support again and told me I needed to call them to find out why we can’t view the MLB Marquee Package that we are already subscribed to in paying for. I am tired of calling every time I wanna watch a channel that should be included and able to view on our televisions. Has anyone else had these issues?  I am ready to file a complaint anywhere and everywhere I can because I just can’t get anyone to help me. 

Community Support

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20.3K Messages

1 month ago

Hi, @Survivor_621. We apologize for the misinformation regarding the contract and some channels that you're unable to see, as well as your overall experience with us. MLB Marquee is available on channel 664 with the CHOICE package and above. However, Marquee and the Chicago Cubs are no longer available in certain zip codes. Let's meet in DM to investigate further and get help fixing this. Justine, DIRECTV Community Specialist

Community Support

 • 

20.3K Messages

1 month ago

Thank you for confirming that, we've sent you a message. Please check your inbox. You can find the DM icon on the upper right portion of the page between the notification icon and directv.com. Justine, DIRECTV Community Specialist


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