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Anyone call DirecTV and reduce their bill? Share stats here!

641K views 4K replies 707 participants last post by  harsh 
#1 ·
Hi. I'm curious about stories/stats about people's success (or not) of negotiating their DirecTV bill. If you haven't tried to do so already, I recommend you do (see my stats below - wondering if I got better than what others are seeing.)

If you call now, or if you called before, please share your stats so others in this forum can see what works.

  • Called June 2013
  • Been subscriber for about 2 years
  • Suggested I wanted to cancel because I was considering downgrading due to budget reasons and using online/netflix/etc.
  • Got $30 off/month. $10 off was specifically for the movie channels.
  • Took about 10 minutes

What have other people done? Any tips/tricks to share?

Thanks!
 
#1,374 ·
We were with DirecTV for close to 22 years, and the last 11 years with AT&T internet service and AT&T wireless for the family (total bill was $560 in late 2017 with $240 of that being DirecTV). With the January 2018 price increase, our monthly AT&T bill became more than half of our monthly mortgage payment and we decided it had to stop. After numerous calls to customer service and the cancellation line with no discounts offered, in late January we suspended our account. When I called to suspend, the CSR asked why we were suspending, I told her it got too expensive and we were testing out alternatives, all she said was "I understand". For the last three weeks we've been living with a Tivo Roamio, Tivo Mini and Playstation Vue streaming service with our Apple TVs and so far the family is fine with it. I ask the my wife and son at least once a week how it is going and the answer has been basically "fine". Our total monthly outlay for TV is now right at $80 with all movie channels (either via PS Vue or directly from the provider). The cost of the Tivos, swill be recouped in a couple of months and the rest is money in the bank.

Don't get me wrong, I love DirecTV and would love to keep it, but the savings is huge. I really felt like I was going to miss it, but so far have not. Here is the funny part... When we first went to DirecTV, it was because our cable bill was too high (remember, back then it was DirecTV and USSB - there's a blast from the past!). I remember paying $180 for a Sony receiver and dish back then during a Black Friday sale and installed it myself. At that time, that was a big purchase with a new baby, but it was so much better and less expensive than cable. Now that baby is a senior in college and if you adjust our 2018 TV bill after cutting the cord to 1996 based on inflation, we're now paying about the same as we were when we first subscribed. Not too shabby.

For all those getting discounts, that's awesome. For those that get shut out like me, life is good cutting the cord.
 
#1,375 ·
We were with DirecTV for close to 22 years, and the last 11 years with AT&T internet service and AT&T wireless for the family (total bill was $560 in late 2017 with $240 of that being DirecTV). With the January 2018 price increase, our monthly AT&T bill became more than half of our monthly mortgage payment and we decided it had to stop.

For all those getting discounts, that's awesome. For those that get shut out like me, life is good cutting the cord.
If you're good with ATT coverage, you should look at Cricket. Could save another $100/mo depending how many lines you have.
 
#1,377 ·
So I started with the chat option to see what they could do for me. Best he could do for me was to sign my phone number up to receive a text with offers in the next 15 days. So I called the 800-531-500 number and talked to "Joe." For the first two minutes I was unsure if I was talking to a real person or a computer reacting to my response. After 5 minutes with him and no luck I got transferred over to the Loyalty dept. With in the first 2 minutes I have an offer of $40 off for 12 months and a 12 month commitment. The commitment does not bother me so I took it and threw in the $5 a month savings for Auto Bill pay.
 
#1,378 ·
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

  1. 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"
 
#1,379 ·
ATT is the lowest of the low, the scum of the earth, the evilist one amongst evildoers. They billed me $700 for a FREE movers deal and deducted $700 from my bank account the next day. They then issued a credit for a smaller amount that should have been refunded immediately. That credit has been sitting in that old account since Dec 8th. They start a new account at my new address AFTER 3 MISSED appointments (with no courtesy calls or text to say they were not coming), my internet service was finally installed on Jan 5. They are ONLY OPTION in my subdivision.

Today, l wake up and my computer was locked up like Carrie’s on last nights Homeland. “Pay me XXX ANOUNT OF MONEY TO GET YOUR INTERNET WORKING AGAIN”. Every link brought up the same message. I called the s** and they said the credit could not be used against the new account and I had to pay $160 for internet service even though the ATT Store who processed the order promised me Gigabit service for $30 per month as I was being treated as a new customer even though I have been with Directv 25 friggin years and ATT 2 years. I have that in store reps writing. I asked for a receipt at the store and she lied and said it would be emailed. It never was.

I hate those bastards. I was transferred 4 times, took an hour and 45 minutes out of my day and the b**** who took my payment refused to unlock my internet to allow me to pay the money I didn’t owe. Thus I had to pay $5 fee and she refused to waive $5 phone payment fee. I have a 860 Fico credit score and have never been late with Direct Tv or ATT. I had looked on line at both accounts (they split them up even though the ATT processed the order as a bundle) and the internet account showed a $301 credit and said no payment due at this time. Directv account was due in two days-i paid $100 more than was quoted me in writing by ATT store. To top it off, the $301 credit should have been used to pay my bill of $160; she said probably another six to eight weeks I will get refund. So they have held the installation overcharge for possibly 17 weeks before I get a refund.

I know this is long and most will just read a few lines and move on. But this is borderline illegal and surely unethical. Trump is at odds with ATT because they are trying to buy CNN. I hope he gives them hell, prevents the acquisition and causes ATT severe financial loss. For those who read this whole thing, what are your thoughts?
 
#1,383 · (Edited)
I auto pay my DirecTV, AT&T home phone, Electric bill, mother's home phone bill, my cell phone bill. Paypal is also set up to be paid by my CC.
Have been doing this for at least 15 years. Never had a problem with it. I would pay my natural gas and water but they do not have that feature. On top of that I use a CC that gives me 2% back on all purchases.
All are set up to send me an email before my CC is charged.
 
#1,391 ·
I've gotta do something. My bill after the latest fee increase is $230. Been a subscriber since 2007 and for all of that time, I have had the Premier package. For the last few years I have had one Genie, one DVR and two minis. Programming also includes the HD extra pack and I pay the Regional sports fee. I am out of contract, have no active discounts and have not requested any in at least 2-3 years. I really don't want to cancel but I need a better price. If they won't lower the cost of the Premier package significantly I may drop down to the Ultimate package, drop the premium channels except for HBO, keep the HD extra pack and the sports pack, and replace the DVR with a mini. I have ATT wireless so I guess I could get some kind of discount ($15/month) and maybe free HBO? I've just resisted linking my wireless and DTV due to some horror stores I've heard. I would like to do some due diligence before I call but I cannot find what the fees are for current customers. Can anyone tell me where to look?
 
#1,393 ·
Back in November I was able to get $40 off for 1 year with a 1 year contract along with Showtime free for 6 months too. I also have additional $10 off and $5 off credits too. However even with all these credits and discounts along with the new price increase, my bill is now around $95. I called in 2 days ago to downgrade from Choice to Entertainment. The lady on the phone was very nice and was even trying very hard to see if I was eligible for any more discounts. She gave me free HBO and Cinemax for 6 months. It was kind of unusual, she was really looking hard to find me discounts and even said call back immediately when the promotions expire. I just signed up for Hulu TV a few days ago. It's ok, but not perfect. I guess we'll play it by ear and see what happens.
 
#1,394 ·
AT&T is not even trying anymore. Up until today, I was an 18 year customer. This last fall was the final straw, when after going 4-5 years without requesting a single retention credit, I couldn't get 1 cent discounted from Sunday Ticket. I had one rep "promise" me via chat that I would receive an e-mail for a discounted/free rate, but nothing. When I called back, I was told I was lying about that previous conversation (even with chat transcripts (LOL)), and the best they could do was $10 per month for 6 months. Thanks guys.

Fortunately, now that there is an alternative to Sunday Ticket for live access NFL (non-US NFL Game Pass and a VPN), the one thing tying me to D* is gone. I called to cancel, and the (I assume) retention rep that I was transferred to didn't offer anything. She acknowledged that I was a long time subscriber, and that they would hate to see me go. After a 15 second pause, "would you like the account termination to be effective tonight at midnight?". Sure, sounds great. Not that it would have made any difference, but I would have thought that they would have at least tried to keep my business. I guess they must be drowning in new Sat customers, and cord-cutting is having no effect on their bottom line. /s /s /s

Anyway, I might get a follow up call with an offer, but it wouldn't surprise me if I don't. I do love how the call ended with "Is there anything else I can help you with today?". My usual rote response is "no, not now", but in this case, the proper answer is "No, not ever again!"
 
#1,398 ·
That is my feeling ... my near to the end last straw was forgetting to kill of an MLB package. I asked do you want me to pay for 4 more payments for something I will never watch ... or would you like me to re-up next year for NFL and NBA? 4 payments of MLB is what they desire.

I had the extra protection services, and I reduced that to the bare minimum. If internet around me was stable I would be gone, but I am stuck for a little while longer ... Their picture quality is still good, their Genie 2 is a "C-" at best, and their service is an D- at this moment ... they are not worth a $230-$280/month bill ....

It is sad to watch this train wreak to only realize that they literally don't care anymore ....

AT&T is not even trying anymore. Up until today, I was an 18 year customer. This last fall was the final straw, when after going 4-5 years without requesting a single retention credit, I couldn't get 1 cent discounted from Sunday Ticket. I had one rep "promise" me via chat that I would receive an e-mail for a discounted/free rate, but nothing. When I called back, I was told I was lying about that previous conversation (even with chat transcripts (LOL)), and the best they could do was $10 per month for 6 months. Thanks guys.

Fortunately, now that there is an alternative to Sunday Ticket for live access NFL (non-US NFL Game Pass and a VPN), the one thing tying me to D* is gone. I called to cancel, and the (I assume) retention rep that I was transferred to didn't offer anything. She acknowledged that I was a long time subscriber, and that they would hate to see me go. After a 15 second pause, "would you like the account termination to be effective tonight at midnight?". Sure, sounds great. Not that it would have made any difference, but I would have thought that they would have at least tried to keep my business. I guess they must be drowning in new Sat customers, and cord-cutting is having no effect on their bottom line. /s /s /s

Anyway, I might get a follow up call with an offer, but it wouldn't surprise me if I don't. I do love how the call ended with "Is there anything else I can help you with today?". My usual rote response is "no, not now", but in this case, the proper answer is "No, not ever again!"
 
#1,395 · (Edited)
Just called the other day, been with them since ~2002.

My bill was ~140 (3 rooms, Genie DVR w/ whole home, HD, and middle channel package)

Got $40/mo off for 1yr along with replacing two of my aging boxes with newer C61R Genie Mini (self install) for free.

I'm entered into a 1yr programming agreement and plan to call back next year.
 
#1,396 ·
I have just one Genie DVR and am on the expired Choice Xtra Classic package with no premiums. I hadn't been on a discount for a while. Called the direct retention number today and just asked if I was eligible for any discounts. I was quickly offered $45 off per month for a year (with a 1-year commitment), and a free 6 months of either HBO, Showtime, or Sports Pack.
 
#1,397 ·
Other day I called for my grand parents and got $40 off for 12 months without even asking after removing the sports pack since I had to move in with my parents from there due to my grandmother no longer able to take care of me.
 
#1,399 ·
My bill had been creeping up for a while and I'm paying for boxes that I frankly never use. I recently got a 4K TV so I called to upgrade my equipment and the results are pretty dire. The 4K stuff looks great but everything else looks worse. I streamed/dl rented movie last weekend and the quality was awful. They're coming today to disconnect the service. 10 years a customer and they didn't even attempt to keep me. Fortunately have a better alternative available in Dallas area so I'm OK. It really does seem like they are not bothered about their existing customer base.
 
#1,401 ·
My bill had been creeping up for a while and I'm paying for boxes that I frankly never use. I recently got a 4K TV so I called to upgrade my equipment and the results are pretty dire. The 4K stuff looks great but everything else looks worse. I streamed/dl rented movie last weekend and the quality was awful. They're coming today to disconnect the service. 10 years a customer and they didn't even attempt to keep me. Fortunately have a better alternative available in Dallas area so I'm OK. It really does seem like they are not bothered about their existing customer base.
If you just got the 4K equipment are you under a commitment?
 
#1,402 ·
During the NFL season last season I was told I would get $30 off a month for a year and free Sunday Ticket. Got that. Then called back about something else recently and was given $40 off a month for a year, $15 off a month for upping cellular data plan, free HBO for life, free Max for 6 months, free Sports Pack for 6 months and half off the HD Extra pack for 3 months. I couldnt pass that up. Works for me.
 
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#1,406 ·
I've been a customer since '97, and like many have stated, the bill has creeped up to an unacceptable amount, and I don't have the top package or anything extra. I have the XTRA package, and two receivers. My last $25/month discount was just applied, so next month, my bill will be about $135. Unless I get another promotion/discount. It's the first time my wife and I have EVER considered switching to dish.

I've never called up, screaming and yelling, or threatened to go to Dish. I've always just told them kit was getting too expensive, or simply, are there any promotions I can have.

Just curious what approach some of you use, as I need to make the call.
 
#1,408 ·
I called in a few days ago after my last discount expired. My bill was up to $298 including my Gb Internet service. I have the Premier package, in addition to Sunday Ticket and MLB EI. I also have AT&T cell phone service, which is billed separately. They gave me $15 a month discount for a year, and $28 off the 4 premium channel packages for 6 months. Total is $348 over a year. Not as much as I was hoping for or as much as others have reported getting, but better than nothing. I guess i could have declined and tried again, but who knows if the next person I speak to will give me anything.

The CSR did say I could get another $15 a month off my cell service by telling them I have DirecTV, but when I called they said there was no such discount.
 
#1,409 ·
I called today to the customer loyalty department at 1-800-824-9077.
I told them my discounts had dropped off and I would like to see if we could put them back.
He said he could save me $300 to $500 off my bill. I told him I did not want to change equipment or my package, just lower my bill please.
He looked and said he could give me $25 per month off for 12 months. I then asked if he could find something else to add to that. He said he could add $7 month off each of the HBO, Showtime and Starz packages for 6 months. I told him that was great and thank you very much.
 
#1,411 ·
After being with them since May 1995, I ended up finally cancelling, the cheapest that they were willing to go for Genie 2, 3 TVs and everything (not including MLB,NBA,NFL e.g) was $150 for 12 months. After 35 minutes and then at the very end they offered for me to go to the "VIP" section to talk more, but as I had some work I had to do and my patience was running thin "and" I didn't want to hear about ATT Cell service $15 .... I said thanks but no thanks.

Service is officially "dead" and gone IMO. The quality has been stable, but frankly I have noticed on a JS9500 Samsung that the quality via the Nvidia Shield and a variety of streaming services to be better then DirecTV ... (that was a shock).

What was funny was I could have Youtube TV, Sony Vue and Sling full packages and still be cheaper then DirecTV with faster remote responses ....

So ... $100 is the maximum over 12 months one should expect (assuming you don't get the freebies of NFL or NBA or MLB ....
 
#1,413 ·
I called a month ago, when my 2 year contract was up. I did not threaten to leave, only explained I have a firestick now, and I was thinking of dropping my premium channels. I was already getting a $50 credit for a year from their "holiday special", which apparently they run, but don't advertise, every December. My sister in law told me about that special, I called, and got it. No idea how she heard about it. She actually got $60 off. Anyway, I had the Ultimate package, with all the Premiums. 1 genie, 2 other tvs connected with the minis. I was paying a little over $150/month, with the previously mentioned discount. They moved me into the Premier package, added the Sports package, and got my bill down to a little over $60/month. The discounts on the premiums ($7/each) run out in 6 months, which she told me to call back, as they offer those to anyone that ask, and the other discounts will run out in a year. I am not an ATT wireless customer. Also, I recently got a new 4k tv, and inquired about getting a 4k receiver, but they would have to put me in a contract, so I declined. I was in complete shock after the phone call. My guess is, people cutting the cord is starting to really hit all providers, and they'd rather have a subscriber paying less, than one not paying at all. After all, all their negotiations with content providers are based on number of subscribers, not revenue.
 
#1,414 ·
I called earlier in the week, to the retention department, at 800-824-9077, and the first girl I got, said all the system had available, was $5 off for 12 months, but they have a VIP department, that handles long term customers, something like that....and she could transfer me, and she did. In less than 5 minutes, the lady told me she could give me $62/month off, for 12 months, no new equipment, and HBO, Starz, Showtime, and Pornomax (Cinemax) free for 3 months, with a one year commitment. Sold! I noticed I didn't get an email confirmation, so I logged into Directv, and didn't see my credit, but I had a notice that I was scheduled for a disconnect. WTF? So, called back, the girl looks into it, and said I was supposed to get an installation date, which would be when it would be disconnected/reconnected. I guess that's the "trick", as it was called a customer win back, but you have to be disconnected.

Anyway, the girl transfers me to some other department, where they try to get you to not disconnect, which I wasn't really doing, but I just rolled with it. This lady tells me she will give me $60/month off, for 12 months, HBO, Starz, Showtime, and Cinemax, free for 3 months, AND a $200 Visa gift card! Yes please! Then she welcomes me back to Directv, even though I never left, lol. Kind of strange, but I'm not complaining....was just very pleasantly surprised. :)
 
#1,415 ·
i just called only got HBO free for 6 months...
probably cause i signed up for 4k with a 2 year contract last year..

will try in a few months for NFL ST ... no way im paying $300 lol
 
#1,416 ·
Yeah, cancel service. Within a week you'll get a call/email/letter in the mail to come back and get the same deal new subs get--free premiums for 3 months, more than half off for TV package in the first year, all new equipment/install, free season of Sunday Ticket, plus $200 VISA card. Sometimes you'll get that even if you just threaten to cancel--not always though, depends on the department/CSR you get. I do this every 2 years and is the only reason I'm still with DirecTV--the normal rate of over $200/month (which I pay in the 2nd year) is insane with so many options out there now. Even with all of the above they're still making a profit off me so everyone wins.
 
#1,417 ·
I called just to activate 4K service and got all of the following without asking:

$50 off per month for 12 months ($600!)
Showtime free for 4 months
Cinemax free for 6 months
SportsPack free for 6 months
And supposedly the free channels will roll off at the end of the free trial without me having to call and cancel, like in the old days!

Anyone have experience with DirecTV automatically removing channels for you at the end of a free trial?!
 
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