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Discussion in 'DIRECTV General Discussion' started by oliversmall, Jul 13, 2013.
Ordered. I'll do a little mini review in the Streaming forum.
May try again Monday. New month discounts maybe...
Got the box early enough into my lunch hour that I couldn't wait to hook it up lol. I'll say the equipment and set up is nice, but the PQ... ugh... real mixed bag. Some of them are as good or better then DirecTV, but some of them are just downright awful. I'll test more after work / this weekend... but I'd say in my 15 min test I'll probably have to send it back.
That blows. That sounds like the weekend experiment I had with dish network lol
I called tech support and they claimed my box was showing "yellow" on bandwidth which is possible since at my PC speedtest was at 50% due to wfh load, but it just seemed like 1 channel had the bad PQ... we'll see when the wfh load drops off. Its a shame if you read my review in the streaming forum, the rest of it is nice. but PQ is like 99% of it haha.
Soo... I tested it after work, rebooted everything, hooked my laptop up to the bridge router and was getting 400Mbps down and the PQ was still crap on quite a few channels. The other issue was that i'm in California, and on DirecTV the nationals are on east coast time, so an 8pm show airs here at 5pm. This worked really well with my schedule. On TVision, the 8pm show airs at 8pm here. So that leaves me a giant block of 5 - 8pm with nothing to watch lol, so I boxed up the TVision stuff and cancelled. Between the time shift and the PQ, not going to troubleshoot it anymore.
Soo... I gave retention another call lol...
Retention guy says no offers but he can transfer me to win back to lower my bill
I get to win back and the guy says wth, your account is active, I'm going to write that guy up, you need to put your account in pending cancellation before I talk to you, I'm going to transfer you back, put your account in pending cancel and then call me back.
... ok, I go back to retention and tell them to put me in pending cancel and transfer me back to win-back.
Get back to win-back and they say it takes a few hours to show up in the system, we'll call you tomorrow.
At this point I had gone through the batteries on TWO cordless phones and was on the corded one in my office lol...
So many hoops to jump through to play their sadistic games...
In answer to your next question, yup, tvision PQ was that bad .
Winback or Reconnections needs to see your account disconnected to help as far as I know; it may take a day without service. I'm not sure pending cancel is enough? Unless there's a difference between winback and Reconnections? Things have changed with billing accounts transitioning to AT&T... I'm referring to my experience in 2018.
And anything they offer you may not show up on your account for days. Better not to waste any time, breath or batteries worrying with billing after reconnected to verify all as promised. Be patient and wait for everything to fall in place. -(Would have been sound advice for me back in 2018 when I cancelled and came back.)
In the meantime, maybe you've got other options to watch instead.
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As long as the account is pending disconnect, they can work with it. I won't be surprised if they don't call SledgeHammer and he has to call back in again. I do agree though, I said I thought the winback option was the best to try at this point a few weeks ago. We shall see. I'm hoping it works out for SledgeHammer, I know this has been a struggle for him. Hoping to see good news!
I hope it works out for sledge too. I got a real sweetheart deal to come back when I cancelled DirecTV in 2018. But I could have avoided much frustration had I just waited for everything they promised.
But one issue I had to keep calling about was existing credits on my account that had DirecTV throwing out incentives granted by the Reconnections dept. I did have to remove the existing credits, cancel and have another conversation with Reconnections afterwards. That got things in expected motion but wasn't the end of it. Long story but there were 2 BBB case resolutions that AT&T office of the president resolved somewhat favorably foregoing outside arbitration. Almost the first time, try me, see if I don't follow through. Second time got it better but we never did agree with what I was originally offered.
Having staggered credits rolling off and declining renewals eventually done me with it. Playing the field again; prices sure have changed in 2 years. Tempting to just pay little as possible with what is on TV right now. 6 months voluntary suspension on my legacy DirecTV account buys me some time to hold my DVRs while things improve and I decide what I want to do with a better TV situation.
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I wouldn't say its a "struggle" lol... I'd pay the $130 before I go without TV I guess or be "forced" to watch poor PQ TV... it's just a matter of I don't like getting ripped off. $130 is way above the competition and with wfh, its not like we got better stuff to do lol.
I've had staggered credits before. At one point last year, my $130 bill was down to like $50 for 3 months. When I was negotiating a new price + upgrade to HR54, I even suggested, hey listen, why don't you take off the existing credits and redo it today to line it up with the 1 yr contract on the Genie so I don't have credits roll off while under contract and they would rather give me another stacked credit vs. doing that. *shrug*. I'm not against everybody being paid fairly AND being charged fairly. That works for me to. I think FMV for Preferred Extra + HR54 should be in the $80 - $100 range based on the competition and I'm fine with paying in that range. I'm also fine with paying less obviously, but that's on them if they want to go below FMV.
I'm scheduled to get a call back today @ around 5pm ish, but yeah, I'd be really surprised if I don't have to call back tomorrow.
Interestingly, I already got an email that says they don't want my HR54 back. That's surprising.
Since AT&T purchased DIRECTV I've been paying my DIRECTV bill at our area AT&T store. In all that time they had a DIRECTV display in the store. However, when I payed my DIRECTV bill last Monday I noticed the DIRECTV display was replaced with a AT&T TV display. Seems like they're no longer interested in attracting new DIRECTV customers.
I just meant a struggle to get some discounts. Hopefully you get a callback today, I'm not sure with the 5 PM time given though. I know the winback department I've spoken with is only open until 4 or 5.
I've been promised a call back many times. Never actually got one though.
A few years ago, it took 5 calls once and I thought that was bad. I lost count this time around. Usually its been 1 call 5 mins or less.
Yup. Not holding my breath. Bad customer service isn't exclusive to DirecTV. I dunno why people cancel DirecTV just based on that. With my one day test of TVision, they aren't that great either. The Tvision web site is very, very broken. To me, the following is bad customer service, but not going to lose my mind over it:
* You can't order online. You can in theory, but the process doesn't work, so I had to call in.
* Doesn't seem to be a way to logon to your account. I wanted to cancel the service that way to avoid calling in. They don't give you your password, so I tried to do the "forgot password" and got a message from tmobile's firewall that traffic was blocked from my IP lol.
* CSRs and tech support aren't very knowledgeable on the product. When I was researching, I wanted to know the data usage since cox has a data cap, and it took 3 people to get the numbers. Seems like a common question to me.
* Tech support is on-shore, but they are equally bad and lack common sense which is pretty typical of any tech support I guess. If I hook a laptop up to my bridge and get 400Mbps down on speedtest, why would you want me to reboot my routers and cable modem, etc? They wanted to send a tech out who probably would have no clue on what a bridge even is and tell me I need to be hardwired into the main router. Amazon Prime and Netflix work just fine with 4K with my setup. 400Mbps is enough to handle even a legit 4K UHD without a hiccup.
I will give them one compliment though. My experience with DirecTV has been, if you call in about an issue and talk to "Bob" and for whatever reason (i.e. testing, etc) you need to call back in a few hours and get "Sam", "Bob" left little to no notes about your conversation, so you need to start from ground zero. With TVision, when you call tech support, it seems like they document it a LOT better. You even get an email with the notes the tech support person left. So when I called in after work again about the PQ, the guy read the first guys notes and we didn't have to redo the whole thing.
Bad tech support is no accident. They make it bad enough so no one will want to call. I've tried calling AT&T twice since the pandemic started and never got an answer either time after 30+ minutes and I gave up.
Yes. I'll likely be starting over with expired credits but no more staggered credits. Like yourself, too many callbacks and one-time credits stringing me along. I don't like this tactic and would just prefer to pay a competitive price and not callback again.
I'm surprised they sent the email saying they didn't want your HR54 back. I've got 1 each HR54, HR24. I'd be happy to hang onto those to possibly come back soon or often. I've been telling DirecTV if they ask for them back, that's likely me sunsetting my account for good. Contacts are so disliked and undesirable. I'm certainly not going to commit to another 2 year agreement.
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