DirecTV Customer Service Issues

Archive 33

The following are issues that customers reported to GetHuman about DirecTV customer service, archive #33. It includes a selection of 20 issue(s) reported December 16, 2020 onward. If you have a similar customer service issue, this page will help you find current, up-to-date answers and solutions too.
Our DirecTV service was disconnected on December 14th, [redacted]. After contacting them, we found out that the previous month's auto-pay didn't process, but we were not notified. Our bank shows no attempted charge from DirecTV. To restore service, they are requesting two months' payment, which is acceptable, but they also want $79.00 in additional fees, which we disagree with. We refuse to pay the extra charges.
Reported by GetHuman5557859 on Wednesday, December 16, 2020 1:06 AM
I have been contacting Direct TV every day for the past two months to request the removal of Penthouse from our TV package. Despite being assured multiple times that it would be fixed, the channel keeps reappearing on our bill. Last month, $[redacted].00 was deducted from our account, and this month our bill has reached $[redacted].00. The situation is causing a lot of stress for my spouse and me, especially considering we are both in our seventies and are the only residents at our home. We have even blocked adult content from our end, but the charges persist. If this ongoing issue is not resolved promptly, we will have no choice but to switch to a different provider. Your attention to this matter and a thorough review of our account activity would be greatly appreciated. Thank you, Shirley B.
Reported by GetHuman-lmistyr on Thursday, December 17, 2020 4:52 AM
Hello. My husband T. and I recently spoke with a helpful customer service representative named Shine regarding satellite outage [redacted]. Shine suggested that our dish should be examined, ruling out box or weather-related issues. Although a technician is not due until the 28th, the delay is inconvenient as Tom is on vacation, and Covid-19 restrictions make it challenging to have visitors during this cold weather. I have difficulty reading without proper lighting and am disappointed to be unable to enjoy our large TV. As long-time Directv customers, we are disappointed with the service and kindly request a refund for the duration of the outage. If only there were a snowstorm, that would be understandable, but a week without service due to a technical issue seems excessive. We eagerly await your response. Note to the CSR team: We appreciate your efforts, but Directv's service is currently falling short of our expectations. N. Orban
Reported by GetHuman5576194 on Tuesday, December 22, 2020 5:01 AM
I am experiencing difficulties with my wifi and television. The TV picture is frequently breaking up, and there are wifi signal issues throughout my home. Alerts about satellite problems and slow internet keep appearing on the TV screen. The service has been very poor, and I believe a technician should come to assess the situation. I can be reached at [redacted]. I am Lee Doss, residing at [redacted] Bandera Lane.
Reported by GetHuman5596417 on Tuesday, December 29, 2020 8:14 PM
I need to return equipment I received from your service over a year ago. I no longer have my account number, but the address linked to the account is [redacted] Maple Grove Circle, Franklin, PA [redacted]. My contact number is [redacted]. The name associated with the account is Danielle Swab. Due to leaving an abusive relationship suddenly, there has been a delay in returning the equipment. I've kept the items safe until I found a new place to live. Please provide me with the shipping instructions. Thank you.
Reported by GetHuman5602441 on Thursday, December 31, 2020 7:26 AM
I recently received my DIRECTV bill and noticed a charge of $99 plus tax for a service call on Dec 11. This fee came as a surprise because I have always believed that the monthly $8.99 fee was supposed to cover any necessary service calls. When attempting to address this issue over the phone, I encountered difficulties due to language barriers with customer service representatives. One representative claimed that the Dec 11 service was not included in the monthly fee. I am becoming increasingly frustrated with the rising costs associated with DIRECTV and am considering exploring other television options if this charge is not reversed promptly. Thank you. - J&E Livingston, [redacted] Taft St, Brooksville, FL [redacted] Acct # [redacted]18
Reported by GetHuman5629654 on Thursday, January 7, 2021 2:56 PM
Two weeks ago, I had a virtual discussion with a representative named Jaden who informed me of an increase in my bill. He mentioned that it would be around $[redacted] per month after sorting it out with his supervisor and sending me an email with the details. However, I never received the email. I called yesterday and spoke to Hannah who confirmed the increase in my bill. I mentioned my conversation with Jaden, but she seemed unsure why the issue wasn't resolved. She offered a $20 credit, but I emphasized that the problem needed fixing to avoid a recurrence next month. Subsequently, I spoke with a supervisor who was pushy and insisted on me checking my bill online, which I couldn't do due to signal issues. He claimed my $[redacted] bill was accurate despite my usual bill being $[redacted]-$[redacted], including an NFL package and a $45 discount. When I questioned the rate increase, he was unhelpful, claiming it had always been over $[redacted] but failed to explain why. His attitude was disrespectful, and now I face a late charge on top of the unresolved bill issue. If someone could address this and call me at [redacted], I would appreciate it, as I am also exploring other provider options before resorting to contacting the Better Business Bureau. Thank you.
Reported by GetHuman5639018 on Saturday, January 9, 2021 11:19 PM
I recently started receiving error code [redacted] and called for assistance. Despite having a protection plan, the earliest technician appointment available is not until 1/18. This means I won't have TV until then, which defeats the purpose of my service and protection plan. When I requested to speak to the customer loyalty department for promotions, things escalated. I spoke with Ashley, who kept putting me on hold to tend to her infant, causing my frustration to peak and even led me to consider canceling my service. Instead of assistance, she immediately began the process of terminating my service. Disappointed by this lack of effort to keep me as a long-term customer, I made it clear I would expect a call back with a plan. If no resolution is reached, I may explore other cost-effective alternatives like AppleTV or Netflix. I appreciate any swift response in resolving this issue before I proceed with cancellation.
Reported by GetHuman-rmpmejia on Sunday, January 10, 2021 9:16 PM
I have been a Directv customer for over 20 years. Lately, I've noticed that the TV guide only goes up to 3 days ahead instead of the usual 7 days. I'm using an H23-[redacted] receiver, which works well, but I encounter audio dropouts on CNN due to HDCP issues. I've tried resetting the receiver and reinserting the card, but the guide issue persists. My signal levels are at 97% despite the weather interruptions. It would be beneficial to have a larger dish to avoid these problems more effectively. I'm disappointed with the live chat service, and I'm considering switching to Dish if they provide better customer support. Is paying for assistance the only option available for resolving service issues?
Reported by GetHuman5660200 on Friday, January 15, 2021 10:31 PM
Last Saturday, I reported that after years, I suddenly lost access to the Nat/Geo channel. Although they fixed it, the channel did not appear on my guide consistently, only working 50% of the time by Monday. I contacted customer service and spoke with Angel initially, then requested to speak with a supervisor named Bernadette. I was surprised to hear that they claim to only know about channel issues when customers report them. Bernadette was supposed to call me back at 5 today but failed to do so. Do I need to consider switching providers after almost two decades? I simply want the channel reinstated without any more complications or attempts to increase fees. Can this matter be resolved promptly and without further inconvenience? I am hoping for a direct and final answer this time, as I am frustrated and simply want to enjoy watching Dr. Pol without any more problems moving forward.
Reported by GetHuman5694991 on Wednesday, January 27, 2021 2:54 AM
I called to add a TV with an extra connection. James initially agreed to send an additional receiver but later informed me a technician had to install it. Despite being a loyal customer for 6 or 7 years without a current contract, he insisted on a two-year contract authorization, which I declined. Threatening to switch to DISH, he transferred me to Miguel, who seemed unaware of my issue. After a prolonged wait, the call disconnected abruptly. I intend to stick with DirecTV without committing to a two-year contract.
Reported by GetHuman-nuttzu on Thursday, February 18, 2021 7:58 PM
I have been continuously harassed by a salesman trying to push movie channels onto my subscription despite my multiple refusals. It is frustrating having to repeat myself each month, declining their offers. I do not appreciate their persistence past my clear rejections. Losing some of my favorite channels already is disappointing, and now being pressured to add more unwanted channels is aggravating. While I understand DirecTV’s need to boost profits, the aggressive sales approach is off-putting and risks alienating loyal customers like myself. I do not respond well to high-pressure sales tactics and find the constant subscription upgrade offers misleading. As a statistics educator, I am inclined to believe there are underlying variables skewing the current data analysis, potentially influenced by customers like me who resist such tactics. I hope my feedback reaches the appropriate team for consideration and that they reevaluate their sales strategies.
Reported by GetHuman5766768 on Friday, February 19, 2021 8:56 PM
On Tuesday, February 23, [redacted], Rose S. from the Philippines contacted me regarding the upgrade of our bundled service with AT&T Directv. She mentioned that this upgrade would lower our bill from $[redacted].74 to $75.00 for the next two years, resulting in savings of $[redacted] over 24 months. There is a technician fee of $[redacted] plus tax, totaling $[redacted]. An appointment was scheduled for the 26th between 8 AM and 12 PM for the upgrade, but then Rose claimed to have done the upgrade online. To proceed, I am instructed to send a check for $[redacted] made out to J-PNYXLLC at [redacted] Barrington Drive, Yuba City, CA [redacted], with "Upgrade for Directv" on the memo line. Rose assured me that our recorded shows would be saved during the upgrade. For inquiries, I should call [redacted], extension [redacted]. I am concerned about the legitimacy of this transaction and will not send payment until I confirm the upgrade with AT&T Directv. Contact me at [redacted] if necessary. My name is Mrs. J. Howard Carr (Rosemarie Carr), and I currently manage all financial matters with a General Power of Attorney.
Reported by GetHuman-rcwrites on Wednesday, February 24, 2021 6:03 PM
Hello, two weeks ago, closed captioning was working fine on our DirecTV Genie HR54/[redacted]. However, our local channels ABC, CBS, and NBC have stopped showing subtitles. We have tried using the DirecTV caption option, but it has not resolved the issue. Other channels on DirecTV have working closed captioning, so we are unsure what has changed with these specific channels. I have reached out to ABC, CBS, and NBC, and they have confirmed that closed captioning is available for all their content. One of them suggested contacting DirecTV for assistance. Despite resetting the device, the issue persists. My mother, who is 72 and hard of hearing, relies on closed captioning for her favorite shows on these channels. Additionally, I have noticed that some channels' closed captioning does not keep up and only shows half the captions at times. Thank you for any assistance you can provide. - Bill
Reported by GetHuman5866751 on Saturday, March 20, 2021 2:29 AM
I contacted customer service regarding HBO MAX to avoid extra charges. I have always had HBO as a separate cost with my standard plan. After speaking with an agent on March 3, who assured me there would be no increase in cost, my HBO was mistakenly removed. Following this, another agent on March 4 was unhelpful and disconnected the call when I inquired about the removal of HBO. Thankfully, a third agent, a female, re-added HBO without issue. However, I have now noticed an increase in charges for a service I never requested to change. Despite my attempts to convey this to various agents, there seems to be a language barrier hindering communication. I did not want my long-standing HBO service dropped; I simply inquired about HBO Max and was unaware my plan would be altered. Today, when I requested to speak with a supervisor, I was promised a call back that never materialized. The lack of clear communication and unauthorized changes leading to increased charges on my bill is concerning.
Reported by GetHuman-drbabs on Monday, March 22, 2021 8:34 PM
We canceled our account in September when we moved to Florida to care for my wife's mother with dementia. Despite explaining our situation, they insisted on a $[redacted] early disconnection fee for account #[redacted]27. We complied, returned the equipment, and faced challenges with unhelpful customer service. Now, unexpectedly, we received a bill for $[redacted] and collection calls. Being on a tight budget with social security, this is distressing. We've been loyal Direct TV customers since [redacted]. Our numerous attempts to resolve this have been frustrating due to language barriers and misunderstandings. This situation is overwhelming; we fear for our credit. Contacting them causes stress and sleepless nights. Your assistance is greatly appreciated. Thank you, Jeff Collins
Reported by GetHuman5941082 on Friday, April 9, 2021 2:57 PM
I recently relocated and contacted Direct TV to move my service. The technicians installed new equipment last Thursday, but on Monday the service stopped working. Another technician who came yesterday found the system unplugged and questioned why my Genie 2 was downgraded to a Genie 1. I learned that instead of transferring my service, they opened a new account. I called Direct TV again to resolve this issue and scheduled another technician to switch accounts today. However, when the technician arrived, they were unable to proceed with the installation and left. I have missed work four times waiting for Direct TV to fix their mistake. The way Direct TV has mishandled this move is frustrating, especially considering my long history as a customer with both AT&T and Direct TV. Direct TV's poor customer service is disappointing.
Reported by GetHuman5942208 on Friday, April 9, 2021 7:24 PM
An escalation supervisor assured me that an error on my bill would be corrected within 48 hours during our call on April 5, [redacted]. However, the error was not fixed, and I ended up with a remaining balance on my bill, possibly incurring a late fee. I made sure not to overpay in case the issue wasn't resolved. I attempted to contact DirecTV again through chat on both April 9 and April 10, but was unsuccessful.
Reported by GetHuman5950341 on Monday, April 12, 2021 2:04 PM
I was incorrectly billed $99 by Directv in Nov [redacted] for a service call that should have been covered under my monthly fee. Despite multiple attempts to resolve this over the last six months, with each overseas customer service representative assuring me the issue was fixed, my bills continued to show inflated amounts and threats of collection. I want this billing error to be rectified promptly, be notified once it's resolved, and be assured my account is in good standing moving forward.
Reported by GetHuman-chyles on Tuesday, April 20, 2021 1:41 AM
My modern flat-screen TV with HDMI connections and all the features suddenly stopped working. I'd like to connect my old 1970s 19" Zenith TV, which only has a coaxial and a flat [redacted] ohm antenna connection. I have 2 DirecTV (or AT&T) boxes - one is the main receiver with a satellite splitter sending one coaxial to a DirecTV wireless video bridge and the other to the receiver box with the card in it, connected via an HDMI cable to the broken TV. I believe the wireless video bridge is for connecting the Wi-Fi over to the other TV (in my wife's room). The wireless video bridge seems to have a capped coaxial connection labeled "satellite receiver." Can I run a coaxial cable from this point to connect it to my old TV? Maybe all I'll get are classic shows like Gunsmoke and The Honeymooners!
Reported by GetHuman5991594 on Friday, April 23, 2021 2:51 AM

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