As usual getting the run around at DTV

[skierbri10]

Here is the deal. I was living in Hawaii while in the military from 2003 to 2007. I was deployed to an overseas location where there were no phones or internet access. I suspended my account with DTV seeing as I was to be in this location for 6 months. But if you know the military 6 months usually means a year or more. I was told by the DTV Cust Ser person that this would be ok if I was gone longer. So now I am stationed inColorado. And I am trying to get my DTV re-activated and all I get is a run-around. I called the movers line and they say that I need to order a new activation card since it has been almost a year since I suspended my account. I get transferred over to that department and I am told that I can't order a card since my account is suspended. So, they tell me that I will get a call back from the suspension department in 24-48 hours. That would be great but 2 weeks ago I got the same lie told to me. Great I am thinking, I am moving into this new place and I can't even get my stupid TV turned on. My wife is pissed because she is pregnant and would like to have TV set up for her and when the baby comes. (anytime now)

I am just about to call up Dish and switch, but I like the DTV HD offerings. Has anyone ever had a similar problem and how did you get it resolved?

[JDubbs413]

I would call in to the normal DirecTV line and then at the voice prompts say "I want to cancel my service" and then it will ask you for more info and just repeat "I want to cancel my service". That will connect you with the Customer Rentention Department.
They are the customer service reps that are the most knowledgeable and most courteous. If anyone can help you, it is them. I would strongly consider telling them your problem before seriously deciding to switch to Dish.

There are no guarantees that even the retention department will be able to help you without going through the loops of setting up a new account. I can just about bet though that they will be able to un-suspend your account.

[skierbri10]

I would call in to the normal DirecTV line and then at the voice prompts say "I want to cancel my service" and then it will ask you for more info and just repeat "I want to cancel my service". That will connect you with the Customer Rentention Department.
They are the customer service reps that are the most knowledgeable and most courteous. If anyone can help you, it is them. I would strongly consider telling them your problem before seriously deciding to switch to Dish.

There are no guarantees that even the retention department will be able to help you without going through the loops of setting up a new account. I can just about bet though that they will be able to un-suspend your account.

That would be great, but when I call in it asks me if I already have service yes or no....

I try saying cancel and directs me to use my key pad....

Then it tells me that my account is suspended and if I want to reactivate....I say yes (I tried no also) and directs me to cust ser dept. :nono2:

[skierbri10]

So now I got to a CSR and they said they could unsuspend my account for me, but their computers were undergoing an upload. That was at 1pm today, just called them to see if the update was done and nope, not done at 7pm...... 6 hours so far of them being no use........:mad: :nono: :nono2:

[Upstream]

That's because you're in Hawaii, and there is a 5 hour time difference, so it is only 1 hour.

;-)

[skierbri10]

That's because you're in Hawaii, and there is a 5 hour time difference, so it is only 1 hour.

;-)

LOL too late, I changed my time zone, probably when you were typing the response......:lol:

[JLucPicard]

I've called at night and had them tell me their system is updating and to call back in the morning. Seems these things take 8-12 hours sometimes?

[CJTE]

Call back, ask for tech support, ask them to unsuspend your account. Then ask to speak with Access Card Team, tell them Movers Connection told you you needed a new access card, is this true? (It probably is not).

They'll assist you from there

[west99999]

there computers are down that is what they are told to say to all callers they have been down for several hours today i havnt been able to activate any of my jobs that were installed

[spartanstew]

I was deployed to an overseas location where there were no phones or internet access. ................. it has been almost a year since I suspended my account. ............ My wife is pissed because she is pregnant and would like to have TV set up for her and when the baby comes. (anytime now)



Yep, sounds like the run around*.









*Relax, just a joke.