WACO, TEXAS -- Problems: 1) Since day one of our DTV experience, we have not had access to On Demand since day one of our subscription. We get the chance to record and view several days after the replay, however that is not how onDemand is advertised. 2) As of 6/6/2018 we have been getting "error 771" for 2 months, intermittently. Which translates to only local access reception- excluding all of the premium channels.
Response: 1) We have reported the onDemand issue many times and each time we are told, our 'internet does not support the service'. We signed up for DTV and the recommended internet package the same day from AT&T. We were told by AT&T that there would be "no problems" in the access- from our phones and TVs (we have a few). AT&T told us the exact opposite from what phone calls to DTV yielded. When AT&T was confronted we were told that "internet has nothing to do with onDemand". Again- both sides have an excuse and customers are the ones who still expected to pay with no solution, only excuses from both sides.
2) The #771 error message has been growing worse as time goes on. We have called and been visited by DTV tech's 3 times so far. We have asked for a new dish and been told "next time, let's see if this works"; meanwhile we do not have TV other than local reception. (Netflix is looking better and more reliable every day.)
3) Today I called to cancel. I was asked to give them another chance. If the new dish does not work, then they are supposed to release us from the contract. Side Note: I was told by AT&T that they had "never heard" of #771 and no OnDemand. We have been told by DTV that it must be "something else". Then the DTV tech today told me that after they had received a number of complaints about the #771, DTV engineers have "opened a ticket" on the issue and once this happens, the item usually gets resolved.
The takeaway/lesson from this is that both AT&T and DTV are under the impression that they are always right and do not really listen to their customers, that is until enough of them have an effect on the bottom line. AT&T still has the old 'utilities' perspective of, “Where else can you go? We do not need you”, when it comes down to it. DTV has adopted the same attitude. Customer service in the modern age is lost on them, why? Because they can get away with it. That is American business, get over wherever you can, forget listening and doing what is right for the ones paying your salaries. Am I right?
CHARLOTTE, NORTH CAROLINA -- Signed up for DirecTV again (my mistake) and have had nothing but problems since the beginning. Since I had my credit frozen, I had to pay a $199 fee that was to be reimbursed $ 5 a month. Good thing I kept the dialogue because they tried to deny I and it took 6 month for them to start the refund process. Secondly, I called because the channels keep disappearing when the wind blows.
As an engineer I suspect dish alignment was never correct. DirecTV NO SERVICE said $100 to look at it with a technician. I think they should have installed it correctly from the beginning, but apparently they did not. Everyone says no service in a rain well I can add that I have little or no service on a windy day as well. Next time I will try DISH Network because I can assure you they can't be any worse than DirecTV
GEORGIA -- I have had AT&T U-verse sine 2014 and I considered them to be great until this last move. I called and set up a movers date that was NEVER put into the system!! I've waited since March 26 to have my service installed and here it is today I just got it actually installed. Here's the kicker. I'm still receiving local channels from my previous location 😠. I even have confirmation emails that my install date is set tech is on the way and no one shows. They call me the next day saying I canceled my appointment when I did no such thing. They sent a tech to my old service location.
I also even received an email saying that I need to return my equipment and they are sad to see me go. SMH. Wait times are unbelievable 2 hours. I was on the phone being transferred and transferred so they could find the issue. Once they did they still entered my address wrong AGAIN. The tech called and asked was it an apartment when it is a house. SOOO UNHAPPY WITH THE WHOLE MERGE! The internet was installed yesterday and TV today. If you guys merged why not do it on the same day. Thinking about going to COX.
LONG ISLAND, NEW YORK -- When the guy came to install my antenna he was late and in a big hurry. He put it up very quickly on the lower roof where snow drifts. My neighbors all have theirs much higher (but, of course that would take more time). When it snows, (New York, what a surprise!) I have no TV until the snow in the drift in front of the antenna melts, usually several days.
I called customer service and got no satisfaction. “Are you telling me I should climb out on the roof and shovel the snow away? I am 80 years old”, I asked. “We don't recommend that”. And that's the end of their interest and help. I even asked if I not be charged for the days of no reception. Sure, but of course, DirecTV did charge. Naturally I have requested that someone come and move the antenna to a better location like my neighbors. That was last year. Still waiting. If you're looking for service, better try somewhere else.
CHARLOTTE, NORTH CAROLINA -- I was a DirecTV customer from 2004-2018. I loved the service and customer service until AT&T merged with them. After that, my invoices steadily increased year after year and hold times for customer service went from a couple minutes to at time over 30 minutes.
In Jan of 2018, they increased my invoice by $90 per month and when I called to ask for a reduction, they offered me a $20 credit. I decided to cancel the service and was slapped with a $240 cancellation fee (after nearly 14 years as a client) and required to drive to a UPS store to return the receivers. Once they were returned, I received another charge for $45 on a receiver that I was told to throw away. They refused to honor the original instructions and fortunately I was able to find it and now have to make another trip to hopefully be finished with them.
As a slap in the face, every time I have called to try to fix this, I have been offered great deals and free months to come back. Had they done this when I was still a customer, I would still be with them. The bottom line is they will lure you in with a sweet deal then jack up your rates and punish you financially and with hours of your time when you cancel.
LEXINGTON, TENNESSEE -- Agreement to taking cable from these folks after being promised a discount with ATT. Went over the math 3 times and even asked to have his supervisor get on the line to confirm the offer. Was promised a $15 break on each line for "bundling" with them.
Called after receiving first bill and was encouraged to wait for the discount to appear on my next bill (this ran me out of time with canceling the cable). No discount and the cable company says I gotta pay $400 now to cancel. This was a bold faced lie. Once you agree, you're then in a endless circle between the 2 companies who claim to be together and all one big happy family. Well, I'm out. Penalties or not. Typical. Just expected more from ATT.
BONSALL, CALIFORNIA -- We have had mediocre service from DirecTV but decided to deal with it since we have no cable option. Last week we lost service completely on most channels and had only partial service on the rest. We checked everything, waited a few days, but no improvement. We decided we had to call customer service. After more than 30 minutes I finally got a human who agreed to make an appointment. Of course that was for almost a week away. The day before the appointment the automated system called and asked me to confirm. I said yes, and the answer was they would be here today. The system called again this morning and said the technician would be here before 4.
At 2 the system called again and again, said the technician would be here before 4. At 4:07 no one had arrived, so I called and the person I reached, who was obviously not in the USA, checked and said they would NOT be out today!!! Someone in India knew that my appointment was not going to happen after 3 CONFIRMATIONS, BUT THEY DID NOT CALL ME! I can't get another appointment for 4 more days, even after checking with 2 more departments and waiting on hold for 28 minutes. And who knows if they will show up next time? WORST CUSTOMER SERVICE ever!!!
MOSES LAKE, WASHINGTON -- DirecTV has been nothing but a disappointment. The only pleasant thing about it was the guy who came and hooked it up. My service has been choppy since I got it and I've spent more time resetting the box than actually watching it. They were suppose to come put it on a pole today since they set it on my grass and are killing it.
I was on a 2 week waiting list for this pole and when my day finally came they emailed us saying they came and no one was home. I've been sitting in my living room since 5am waiting for them... no one came here. Now they tell us they won't come back and have to wait on the list again. Worst service I've ever had. Worst customer service I've ever had. Worst cable/Satellite experience I've ever had. I'll be contacting a lawyer to get me out of this joke of a contract.
LA -- I have had DirecTV for 12 years. Before AT&T purchased them their customer service was flawless. Since then nothing but problems. After today experience I am done. Time to try Dish. This is how big companies destroy smaller companies they buy thinking they have all the answers.
BROOKLYN -- I have had a problem with receiving a good connection since last year. There's always a frozen picture or glitches in the picture and I am always receiving the code 775. When I call customer service they ask about past due payment but do not help with the problem at hand. I am so over DirecTV.