11/6/2017 - Receiver constantly Pixelating
Resolution:
-new receiver - free
-30 day warranty - free
-30 day protection plan - free
-shipping waived
Cancel protection plan by December 4, 2017 so we don't continue to be billed for it.
Told I could cancel the protection plan the day after the work was done (if work needed to be done)
11/9/2017 - New receiver pixelates
Resolution:
Set service call for November 13.
Had to reschedule as tech couldnt get to the dish with the trailor in the way
Rescheduled to 11/20
45.00 taken off for 12 months - to 11/2018
Dec Bill should be 61-62.00
11/20/2017 - new service call
Resolution:
Replaced dish and wiring. Couldnt find anything inside causing the problem. Told the pixelization is a known and ongoing issue.
11/21/2017 I called and cancelled the Protection Plan
12/18/2017 Bill has 99.00 fee for Protection Plan on it
Resolution:
Asked to speak with a supervisor - name: xyza (siza)
Ref # 218970765341
Back office will call in 4-5 days
Took another 30.00 a month of the bill til 12/17/2018
Bill should now be 26.99 plus taxes and fees
Told to pay only 55.87. Paid 55.87 on 12/18/17
12/27/2017 Back Office never called. 99.00 is still on the bill
Resolution:
Talked to Rocio (supervisor)
Refused to remove the 99.00. Refused to escalate. Said we should not have been told we could cancel after the service. Said most he could do was take off 49.99
So we needed now to pay 50.00
12/28/2017 now the bill is 69.00
Resolution:
Spoke with Ian
Then to supervisor Jed
Bill should be 19.01 per 12/27
Supervisor escatlating again to Back Office.
Says pay the 69.00
Wait for reply from Back Office in 7-10 days
2/13/18 Back office never called. Checking on that 99.00 fee.
Also On demand and rewind no longer work.
Cannot download to devices to watch from anywhere
poke with Marge.
Resolution:
The 99.00 fee - Marge tried to escalate it. Took forever so she went to her supervisor. Her supervisor overrode the system and approved the credit. It has been applied to the account.
Confirmation #: R21-22717586066
Bill is now -114.00 YAHOO!!! Gonna wind up with 3 months no bill.
I reset the dvr before calling. Also ran the speed test. Speed test came back Instant Watching - 4K Result Code: 88-741.
Tech support says because of that we have to wait 24 hours to see if it corrected it on its own. His supervisor will phone me 2/14/18 between 11am-1pm.
2/14/2018
Direct tv tech support phone about the rewind and streaming issues.
Resolution: none
Was told both issues are none, there are tickets for them and they are being worked on.
"We just need to keep checking to see if they work"