[soldierboy]

i first thought that getting directv would be the greatest. i signed up for the $54 plan that would give me a $20 credit each month. i wanted boomerang for my 9 yr old daughter so she could enjoy the same cartoons i did when i was little. boy, was i wrong. my first indication to this was trying to cancel the 3 month free hbo and showtime channels. i had to call on that day to cancel it, because they couldn't notate on their computer that i wanted it taken off. every time i called, i got a recorded message. my bill has never been the same since i signed up. today was the final straw. they cut my cable off with no prior notification. i have called 11 of the 800 numbers but to no avail. i called the number for business, bars and restauraunts and actually got a live person because they thought i wanted to sign up. she told me she could not help or redirect my call. she gave me the customer number that i already called 6 times. the only thing i could do was to send an email. we'll see if i get a response. when i hear of anybody even remotely thinking about signing up for directv, i highly discourage them. is anybody else having trouble reaching a real live person?

 

[paulman182]

If you're getting what I think you're getting, the recording is on there while you wait for a representative to answer.

 

[axl]

I'm going to guess you needed to wait longer. Or you needed to say representative. I have never not been able to reach someone live on the phone. I usually just call 1-800-DirecTV.

 

[braven]

What a wonderful first post. Welcome to dbstalk.com. :welcome_s

FWIW, I've never had any trouble speaking to a live CSR when needed.

 

[BattleZone]

Keep in mind that:

- This is "NFL Sunday Ticket" season and they are being swamped with people trying to sign up.

- A huge area of the country was recently hit by a hurricane and are calling trying to get a tech out to get their TV working.

This means you might have to wait on hold a little while. Call them back, wait for a rep, and they'll get your bill sorted out for you.

 

[say-what]

login to your account at DirecTV.com, go to the contact us page and send them an email explaining exactly what the billing problem is - they will respond and should be able to help

 

[br408408]

I have been a subscriber for 11 years and have always been able to speak to a live person when needed. You will have to wait on hold, but no longer than any other 800 numbers. Most of the time I find the wait less than most 800 numbers if fact.

 

[RobertE]

i first thought that getting directv would be the greatest. i signed up for the $54 plan that would give me a $20 credit each month. i wanted boomerang for my 9 yr old daughter so she could enjoy the same cartoons i did when i was little. boy, was i wrong. my first indication to this was trying to cancel the 3 month free hbo and showtime channels. i had to call on that day to cancel it, because they couldn't notate on their computer that i wanted it taken off. every time i called, i got a recorded message. my bill has never been the same since i signed up. today was the final straw. they cut my cable off with no prior notification. i have called 11 of the 800 numbers but to no avail. i called the number for business, bars and restauraunts and actually got a live person because they thought i wanted to sign up. she told me she could not help or redirect my call. she gave me the customer number that i already called 6 times. the only thing i could do was to send an email. we'll see if i get a response. when i hear of anybody even remotely thinking about signing up for directv, i highly discourage them. is anybody else having trouble reaching a real live person?

Deep breaths.

There is only one number you ever need to call 1-800-531-5000. Anything else will take you to other areas of DirecTv that will do you no go and waste both your time and theirs. Why would you be calling the business number anyway?

Yes, you may have to wait on hold.

As to the billing. You most likely have some sort of rebate going on. Personally I hate those as it can take up to 4 bill cycles for things to "settle". Not saying it's right, but thats they way it is.

As for cutting you off, something doesn't sound right. Either you have not paid the bill and you finally triggered the shut of point, you told a CSR to cancel, or you went postal on a CSR and they shut you off. We need some more info here. What does the message say on screen?

Sorry to sound harsh, but I don't think we are getting the full story. I have been down this road to many times, something is missing.

 

[rudeney]

I have been a subscriber for 11 years and have always been able to speak to a live person when needed.

You must not have gone through the horrors of the USSB buyout! I was getting double-billed for the same services. I'd call D* and hold, and exactly an hour later, a recording would say, "We're sorry, but we are unable to assist you at this time. Please call back later." And then click - disconnected. This went on for over a month.

 

[roywatson]

In defense of the OP, I have been a d* subscriber for almost 15 years now (01/16/1994) and have found that thier customer service has declined steadily over the years. We have had all kinds of problems with them. Many of them similar to the OP's. We have been put on hold for over a half hour only to be disconnected/hung up on. We have had one CSR make assurances to us only to be contradicted by another CSR within minutes. We have had "deals" offered to us that backfire and end up costing us hours of hassles. I know a number of people on the board seem to defend d* from all attacks, but d* is far from perfect. I have witnessed them diverge from perfection over the years.

 

[Matman]

I've had good luck with email. When I upgraded to HD a couple months ago, I did it online. Somehow, I started getting charged for Choice + SD, and then again for Choice + HD. (Same package 2X, what a deal!) I sent a detailed email letting them know what I thought happened and it was fixed and credited back the next day. So far about 99% of my contact thru them has been email and I have been pretty satisfied with the responses I received. Its not a perfect system, but if you do't like sitting on hold its worth a shot.

 

[RVD26]

Although the OP's post sounds a little fishy, I have to agree about the poor customer service lately from D*
I just recently moved last month and that was on ordeal having to deal with them

First, the install guy showed up at 10pm when he was supposed to show up between 12-4pm on the day of the install at my new place
Then, when he did show up he spends about 15 seconds looking before saying he can't do an install due to LOS issues
He also did not even bother to ask about removing the dish and wiring from my old location (which is in the same apartment complex)
When I called customer service about getting the dish removed, I was told: "We don't do that, you'll have to find someone through the Yellow Pages to do that for you" :nono2:
I eventually had to come out of my own pocket and pay a guy I know to remove the dish/wires from my old place and have it installed at my new place (the LOS "issue" turned out to not be much of an issue at all)


Add to that I've been waiting about 2 weeks now for D* to send me a box so I can send my old receiver back to them
I don't know how many times I've called about it
I just know I'm going to see a charge on my account for the old receiver

 

[BattleZone]

He also did not even bother to ask about removing the dish and wiring from my old location (which is in the same apartment complex)
When I called customer service about getting the dish removed, I was told: "We don't do that, you'll have to find someone through the Yellow Pages to do that for you" :nono2:

This is absolutely correct; DirecTV doesn't "uninstall" systems, and doesn't require you to move your old dish equipment to the new location. They will put up a new dish at the new house under the Mover's Connection program. If you want the old equipment removed, that's up to you.

 

[RVD26]

This is absolutely correct; DirecTV doesn't "uninstall" systems, and doesn't require you to move your old dish equipment to the new location. They will put up a new dish at the new house under the Mover's Connection program. If you want the old equipment removed, that's up to you.

Well, that's not what I was told by customer service at first
They said someone would uninstall the dish from the old location, no problem
They also told me they would install a new dish, but that obviously didn't happen either
I wish they would just give one uniform reply for issues, rather than giving out different answers to different people

 

[inkahauts]

I would love to know how much the average wait time has gone up sinces they started the limited hours for customer service...

 

[mitoca]

I called 1-800-directv just yesterday & waited less than 15 seconds to get a real person to deactivate a receiver (seems silly that you can activate one on line, but have to call to deactivate one, but that's for another thread). I've waited longer in the past, but nothing compared to some other CS lines that I've had to endure.

 

[Mike Bertelson]

In defense of the OP, I have been a d* subscriber for almost 15 years now (01/16/1994) and have found that thier customer service has declined steadily over the years. We have had all kinds of problems with them. Many of them similar to the OP's. We have been put on hold for over a half hour only to be disconnected/hung up on. We have had one CSR make assurances to us only to be contradicted by another CSR within minutes. We have had "deals" offered to us that backfire and end up costing us hours of hassles. I know a number of people on the board seem to defend d* from all attacks, but d* is far from perfect. I have witnessed them diverge from perfection over the years.

I've only been with Directv for six years but it doesn't seem any different.

In fact, IMHO, they're not much different then any other customer service I've called.

Honestly, I've never had to call Directv with a problem, only to add/change/upgrade service. With that said, I've always called the standard number and was able to talk to someone.

I agree with RobertE that there may be something missing from the OP's story.

Hopefully the OP will post some more info and we can help him figure it out.

Mike

 

[bjamin82]

Well, that's not what I was told by customer service at first
They said someone would uninstall the dish from the old location, no problem
They also told me they would install a new dish, but that obviously didn't happen either
I wish they would just give one uniform reply for issues, rather than giving out different answers to different people

I have never heard of D* removing a dish.

 

[durl]

I've been with Directv for almost 10 years and their customer service has always been satisfactory. It's mostly been terrific.

My impression is that more CSRs live by the script more than the old days. Still, my calls are answered quickly, the CSRs are always very polite, and the reason for my call is always handled properly.

I recommend Directv to everyone who asks.

 

[JLucPicard]

today was the final straw. they cut my cable off with no prior notification.

I know the OP hasn't been back to answer any questions since he started the thread, but I am really curious.

When he says "they cut my cable off", does he really mean his satellite service, or does he mean cable service that he may have had before getting DirecTV? Obviously DirecTV can't cut off cable service.

By the way, soldierboy, Welcome to DBSTalk! :welcome_s

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