Insider Secrets of DirecTV

Updated on April 7, 2018
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I worked as a technical support agent for DirecTV for 2 years, learning the ins and outs of all things associated with DirecTV.

I'll do my best to update this page every day to let you know the newest DirecTV deals, freebies, and previews.

Until I can dedicate a supporting article to DirecTV deals I'll be posting a "Late Breaking News" section at the top of this article.

If you aren't looking for latest DirecTV news, continue down the page to read about the various offers that you can get from DirecTV.

Late Breaking DirecTV News!

Prices are going up January 21, 2018.


Unfortunately, prices will be increasing on most DirecTV plans.

The Select package will increase by $2, the Entertainment package will increase by $3, the Choice package will increase by $4, the Total Choice Limited will increase by $4.50, the Total Choice Xtra will increase by $5, the Preferred Xtra package will increase by $7 and the Ultimate Premiere package will increase by $8.

Sorry, this is not a positive update, but I just wanted everyone to know in case they see their bill increase.

Also, remember that new customers can get a $300 Visa Gift Card when they sign up. This offer is only eligible until March 31, 2018.

DirecTV insider secrets


If you are reading this, you have just stumbled upon some information that you will not find anywhere else on the internet.

As a former employee of DirecTV, I have many tips on how you can get the most out of your television service. While working for DirecTV, I was entrusted with valuable information that was never supposed to be made known to the public. While there are things I can not share because of legal confidentiality reasons, I can discuss some tips that will help you get the most out of your DirecTV services. You're paying a lot of money each month to have DirecTV, so why not get the most out of it?

In the following segments, I will give you some pointers on how you can get free receiver upgrades, free house calls, discounted programming like HBO, Showtime, Cinemax, and Starz, substantial discounts off of your bill and other great deals and offers that DirecTV will never come right out and offer you.

Why does DirecTV give these offers?

If you are familiar with DirecTV service or any other satellite tv service, you know that sometimes service can be interrupted due to weather or other technical issues. Although the loss of satellite signal is the #1 issue most customers experience, it can be easily resolved sometimes. To see how to fix this error on your own use my 9 step guide to resolve satellite signal issues.

DirecTV has these offers in place to compensate their customers for their loss of service due to these inconveniences. Sometimes, to get these offers, you will be required to do troubleshooting to get your service back working. I know that troubleshooting may seem tedious, but it is actually quite easy. Refer to my "How to Fix DirecTV Error Codes" article to see how easy it is to fix technical problems.

Another reason DirecTV provides these offers is due to customer dissatisfaction due to loss of channels or rising cost of their bill. With the continuous rise of competition, DirecTV is now, more than ever, desperate to retain your business.

How to determine if you are eligible for a certain offer

Each customer representative has a set limit to what they can offer each customer, based on the customer's level. According to DirecTV, there are 5 different customer levels that I will elaborate upon in this segment. In 2014, AT&T purchased DirecTV for a little under $50 billion and changed the terminology on DirecTV customer levels that this article was originally based upon. AT&T has however kept the same system as it pertains to offering customers special discounts and deals to keep them satisfied. After performing some extensive research by talking to several representatives, I have confirmed that this information is, in fact, still relevant as of 10/3/2017.

  • 1-12 month customers: You are the lowest on the totem pole. You will not enjoy the various discounts that are offered to your more tenured counterparts, but you can still squeeze out a free subscription to HBO, Cinemax, Starz or Showtime. Those will be defined in the next segment of this article.
  • 1-2 year customers: You are on the second lowest level of customer standings. DirecTV notices you in the system as being a potential save because your contract will end in the 24th month of service. During the 24th month, you should have a lot of discounts or promotions available in order to keep you as a customer. As previously stated, the information can be found in the next portion of this page.
  • 2-5 year customers: You are on the third highest level of DirecTV customers. You will have several discounts or promotions available to you, but you still aren't on the elite level. Your discounts include programming offers, partial or free receiver discounts and free service calls.
  • 5-10 year customers: You are edging closer to the top, as you are the second highest valued customer. The benefits of this level do not differ much from the highest level. The only difference is that the top level may be eligible for duplicate discounts and offers. Read on to find out more.
  • 10+ year customers: Congratulations, you have reached the top. There are no more discounts for each additional year after the tenth year. You have several great opportunities to get special offers and equipment for free. Now here comes the secret.

Offers and Promotions that AT&T & DirecTV won't tell you about

The following is a list of all the Offers, Deals, and Promotions that DirecTV provides to its current customers.

1-12 Month Customers

If you have been a DirecTV customer for less than 12 months and have had service problems due to a technical error, you qualify for the following discounts and offers:

  • 1 Month of free Showtime, HBO, Starz or Cinemax
  • 1 free Service Call
  • 50% off of an upgraded receiver
  • A free subscription to NFL Sunday Ticket (in rare cases)

1-2 Year Customers

If you have been a DirecTV customer for 1-2 years and have had service problems due to technical error or are dissatisfied with your service, you qualify for the following discounts and offers:

  • 1-6 Months of free Showtime, HBO, Starz or Cinemax
  • Free Service Calls
  • 1-3 Months of free Combo Premium packages such as Showtime or HBO
  • $10-$20 off of your bill for 6 months
  • Free NFL Sunday Ticket (in some cases, usually after the mid-season)
  • Free sports package add-on for up to 3 months or $10 off of sports packages for 3 months

2-5 Year Customers

If you have been a DirecTV customer for 2-5 years and have had service problems due to technical error or are dissatisfied with your service, you qualify for the following discounts and offers:

  • $10 to $20 off of your bill per month for 3-12 months
  • All Premium movie channels for up to 6 months free
  • Free NFL Sunday Ticket (this is a common offer to those who express an interest in sports)
  • Free Service Calls
  • Free receiver upgrades (up to two)
  • Free sports packages (up to 1 year)
  • Up to $20 off of your bill for 1 year

5-10 Year Customers

If you have been a DirecTV customer for 5-10 years and have had service problems due to technical error or are dissatisfied with your service, you qualify for the following discounts and offers:

  • Any of the aforementioned offers
  • Free unlimited service calls
  • Up to 3 months of free service
  • Up to 3 free upgraded receivers
  • Free HD & DVR service
  • Free personal account manager to oversee your customer satisfaction and provide you a personal line to call

10+ Year Customers

If you have been a DirecTV customer for more than 10 years and have had any problem or dissatisfaction, you qualify for the following discounts and offers:

  • Any of the aforementioned offers
  • Up to 4 free receiver upgrades per year
  • Unlimited Free Service Calls
  • A customer loyalty gift of up to $100 (this includes extra credits on your bill or free PPV or just about anything else you want to apply it to)
  • Free NFL Sunday ticket for 2 years
  • Up to $30 of your bill for up to 24 months
  • And nearly any combination of any of the aforementioned offers

How do we get these offers?

Like I said previously, DirecTV will not call you up and say "Hey how about some free stuff". No, you will have to put forth a little effort by calling them. Yes, you'll probably have to wait a couple minutes before talking to a representative, but it will be worth it once you get some fantastic offers. I've included the following phone numbers you can call to speak to representatives to get the aforementioned offers and deals:

  • Universal DirecTV Phone Number: 1-800-531-5000
  • DirecTV Refunds & Credits: 1-800-288-2020
  • DirecTV Customer Sign-up: 1-844-306-5288
  • DirecTV Customer Support: 1-855-679-4357
  • DirecTV New Customers: 1-877-333-3873
  • For customers who have only been with DirecTV for 1-12 months, be considerate when you call to report a problem or dissatisfaction with your service. You are not yet a valued customer. Business relationships take time. Remember that.
  • For customers who have been with DirecTV for 1-2 years, most of the discounted programming or free programming offers will be available to you, as well as free service calls. These are usually offered because of technical issues, so it is more believable if you have called in within the last week with the same problem. Be aware that if you take advantage of this, you will be identified as a fraud shopper. Each time you call DirecTV customer support a note is left on your account summary, stating the issue you are calling about, so it's not something you want to make a habit of each month or even every 3 or 4 months.
  • For the 2-5 year customers, you are eligible for a free upgrade each year. I don't care what a representative tells you, you have a right to a free upgraded receiver. If you don't have a DVR or HD DVR, you can call in tomorrow and get a free one installed within a few weeks. The only catch to this is that you will be required to extend your service contract for 24 months. So make sure you want to continue your service because there is no way out of the contract unless you want to pay the $480 cancellation fee.
  • For the customers who have been with DirecTV for 5+ years, you are eligible for nearly every offer listed above. You have a credibility with DirecTV and they want to keep you as a customer. The most useful information I can give you is how to get the most out of your money, which brings me to my next subject.

Combined programming offers.

Combined movie packages will not be offered proactively. It is up to the customer to find these promotions and take advantage of them. Most do not take advantage of these and I will tell you right now that you are losing money by not doing so. Let's look at an example that I have experienced first hand.

  • DTV's Premier Package costs $187 per month, a $71 jump from when this article was first posted seven years ago. The package includes all of the movie channels; Starz, Showtime, HBO, and Cinemax.

The Ultimate package is only $134 per month for existing customers. It includes all but 2 or 3 channels, excluding the premium movie channels, that 95% of viewers watch that the Premier package offers. If you downgrade your package to Ultimate, your total monthly bill would go from $187 to $134, saving you $53 per month.

What about the 2 or 3 channels that aren't offered in Ultimate? With the $53 per month that you are saving, you have a load of other options which we will discuss in the upcoming segment.


But what about my HBO and other movie channels?

Yes, we all love movie channels, but are they worth $53 per month? No, they're not and here is why.

  • If you have a Hulu or Amazon Account, you can get these same add-on movie packages for less than DirecTV offers. If you don't have a Hulu or Amazon account, you can still get HBO now or HBO Go. If you don't have an internet connection, you still have a couple options.
  • HBO, Starz, Cinemax, and Showtime all show similar movies and duplicate each other often. Consider subscribing to just one service that fits your watching pleasure. And if you are just wanting more movies to watch, if you have an internet connection, please consider signing up for a streaming service like Amazon Prime, Hulu or Netflix. Any of those 3 have more movies than HBO, Cinemax, Starz, and Showtime combined.
  • Another option available is to go ahead and cut the cord and try the DirecTV Now streaming service. Plans start at $35 a month for 60 channels and top out at $70 a month for 120 channels with the ability to add HBO for $5 a month, Cinemax for $5 a month, Starz for $8 a month and Showtime for $8 a month.

For an in-depth guide on how to take advantage of any of these streaming options refer to my How to Watch Movies and TV for free guide that will help you fully understand the value of your entertainment options.

The whole concept of packages is so that DirecTV can make the most money for channels they are providing. They have to pay other companies royalties for their channels. This is why they have different levels of programming. The promotions are for the customer's benefit, but since it would cost DirecTV millions to send out flyers each month to its customers, they only post promotions online. This is why you must go online to see what is new. Offers are posted randomly throughout the year. They may not be what you want, but eventually, you will find a great promotion.

Another option you can look into is digital movies. Over the past few years, digital movies have decreased in cost. You can now buy most digital movies to have forever for less than $6. For information on how to get these low-priced movies, check out my article "How to Get Movies for Little to no Cost".

Offers for new DirecTV customers

For people thinking about signing up for DirecTV, you are in a great position. It is somewhat unfair when looking at it from the perspective of a current DirecTV customer, but all newcomers essentially get deals that only long-time members enjoy.

New members signing up for DirecTV are eligible for the following discounted plans:

  • Select - This package includes 150+ channels for $40 per month for the first 12 months.
  • You will get most of the same channels you do with the more expensive packages except these key channels: CBS Sports, Chiller, the Encore movie channels (8 total), ESPN channels (4 total), FS1, GSN, IFC, ION, MLB & NFL Network, OWN, SEC Network, WGN and pretty much any other sports channel you can think of.
  • If you are a sports fanatic, this is not the package for you. For the average sitcom viewer, this is a fairly cheap package for the first 12 months of service, but keep in mind that the price will go up to $90 per month minus tax and fees after your first year of service, nearly doubling what your current bill would be if you choose this package.
  • Entertainment - This package includes 155+ channels for $45 per month for the first 12 months.
  • With this package, you are going to get 7 more channels than what you would get with the Select package which includes: ESPN, ESPN2, FS1, NBC Sports and 3 other channels you will never watch. Once again, keep in mind your bill will nearly double after your first year of service, going from $55 per month to $101 per month minus tax and fees.
  • Choice - This package includes 185+ channels for $50 per month for the first 12 months.
  • Free 2017 NFL Sunday Ticket - Choice and above packages are eligible for a free subscription to NFL Sunday Ticket for the 2017 season, a nearly $300 value. Just be sure to cancel it after the season ends if you don't want to be charged when the next season rolls around.
  • Choice is where we finally start seeing significant additional programming. With this package, you are going to get all of those channels not offered in the Select package except for ESPN Classic and the Encore movie pack. After the first year, the cost goes from $60 per month to $115 per month, not quite doubling this time, but still a significant increase.
  • XTRA - This package includes 230+ channels for $60 per month for the first 12 months.
  • This package is specifically aimed towards the outdoorsman. While you will be getting about 45 more channels, the bulk of them is either sports or crafts related. If that doesn't sound like your preferred programming, save yourself ten bucks and stick with the Choice package. After the first year your subscription will jump from $70 per month to $124 per month, so make sure you will have an extra $55 to pay the difference if you should choose to select this package.
  • Ultimate - This package includes 245+ channels for $65 per month for the first 12 months.
  • For the newcomer trying to decide whether to go with Choice or XTRA, if you are able to swing $5 more, get this package. With Ultimate you will get 62 more channels than you would with Choice. While 20 of these channels are music channels, displaying only a black screen with interesting tidbits about the artists, this package also includes the Encore movie package, a $10 value, 4 other pretty decent movie channels and several sports channels that are also offered in the XTRA package. If you are the outdoorsman and have decided you want the XTRA package, I highly recommend upgrading to this package instead since it is only $5 more and you get 12 more great movie channels for those rainy nights. As always, your bill will increase from $75 to $134 per month after the first year.
  • As a side note, this is my recommended package for any first-year subscriber. You get the most for your buck during the first year. You can always downgrade after your first 12 months to save money if the cost is too expensive for you.
  • Premiere - This package includes 325+ channels for $115 per month for the first 12 months.
  • And finally, Premiere is our last package and what a package it is. Honestly, it is a good deal if you enjoy watching all of the best new release and classic movies on HBO, Showtime, Starz, and Cinemax. The price is manageable at $125 per month but drastically increases to $187 per month after the first year.

Understanding different customer service reps and what each is allowed to offer you

Since AT&T purchased DirecTV there have been many complaints from customers, stating that they are not being offered any discounts or promotions that were available in the past. It would seem that AT&T is not as concerned with customer retention as DirecTV was.

To bypass technical and customer service representatives and get the best available offers, call the customer service number 1-800-531-5000. After reaching a representative, request to cancel your DirecTV account. Customer service reps will not offer you anything after you request to cancel service. They are strictly required to transfer you to the customer retention reps.

To help you understand the offers that each representative can offer you, here are the types of customer service representatives.

General Customer Service Representative

  • These guys are the lowest on the totem pole, consisting mostly of technical support agents. These reps are actually probably employees of the protection plan company,NEW Asurion. If you aren't familiar with DirecTV's protection plan, read my article "Is the DirecTV Protection Plan Worth the Investment". These bottom-level reps have several promotions and discounts they can offer you, but not nearly as much as you can get from their manager.

Customer Service Managers

  • To be transferred to a customer service manager all you have to do is say "I want to talk to your supervisor"
  • Customer service managers are the next highest on the totem pole. They have about twice as many discounts and promotions they can offer you. Since these representatives have usually been with the company for at least 2 years, DirecTV gives them more available offers to provide to the customer. Managers never want to have to transfer you to customer retention so they will usually offer you their best discounts.
  • Don't settle for their first offer or even the second. Ask if there is anything else they can do for you. They will not offer the best offer first, in case customers want more.

Customer Retention Representatives

  • These guys are the 2nd highest on the chain of service command and have almost the best offers available to you.
  • To talk to one of these agents, you must request to cancel your services.
  • Whether you are talking to a customer service rep or a customer service manager, the representative is instructed to transfer you directly to customer retention.
  • An important thing to keep in mind is how serious you are about cancelling.
  • If you have no objections to cancelling your service and are fed up, continue through the cancelling process if you don't feel like any of the discounts offered are enough for the inconvenience you have had to bear.

Customer Win Back Representatives

  • These guys are the top dogs when it comes to the amount of discounts and promotions they can offer. All available offers are available to them to give to you in order to win you back.
  • There is no way to reach one of these representatives through a direct phone number. They must call you.
  • After choosing to cancel your service with customer retention, most of the time you will receive a call from a customer win back number.
  • They usually call 3 times before not calling anymore. This is standard procedure.
  • If you have caller ID or a cell phone and have a missed call, cross-reference the number in a google search to see if it is associated with one of DirecTV's customer win back program.


If you are talking to a customer win back representative you are going to get the best deal and probably continue your DirecTV membership.

These reps can offer a vast range of deals such as:

  • Discounted base packages
  • an additional free subscription to HBO, Showtime, Cinemax & Starz for 12 months on top of a discounted base package
  • Free NFL Sunday Ticket
  • Free sports packs
  • Free service for up to 3 months
  • Free receiver upgrades
  • HD, HD-DVR & DVR services fees waived for up to 12 months

The biggest requirement on your behalf, should you opt to continue your service with one or all of these offers, would be a 12-month service agreement. If you were still under contract when you opted to cancel your service, this contract will overlap that.

If you are still receiving programming from DirecTV when you are contacted by one of these win back reps, you will maintain your previous member status.

If your service has expired and you accept one of these win back offers, you will be considered a new customer, but flagged as being a long-time subscriber. You will have more offers available to you in the future that first time subscribers do not.

For an in-depth look at customer service and how it works within DirecTV, read my article "Things about DirecTV customer service they don't want you to know".


If you have a receiver that looks like this, call DTV for legacy upgrade options.

What are legacy receivers?

There are a lot of customers who have been with DirecTV since they were known as PrimeStar. During the first 6 or 7 years, DirecTV produced a lot of receivers from different companies that were compatible with their programming. Since then, they have gone to one basic receiver company, that produces all of their equipment. The old receivers are now called legacy receivers and are all eligible for free upgraded receivers. In most of these cases, you will also be eligible for free upgraded DVR or HD DVR receivers. So make sure you ask about them. You could easily get 4 new receivers with two of them being DVR upgrades.

Another important factor to remember if you should choose receiver upgrades is that there is usually a contract involved. In most cases, these contracts are for 24 months. If you are a satisfied customer with DirecTV this shouldn't be a problem, however, I must add that if you are not having such a great experience for any reason, you may want to consider holding out on upgrades if you intend on canceling. Additionally, if you are having a bad experience, you always have the option to voice your opinion to DirecTV. Let them know your concerns and dissatisfaction if any. DirecTV is pretty good about trying to satisfy their customers. They know you pay premium prices for your service and do not want to lose you as a customer.

All loyal customers can get a HD-DVR free. Just call and find out how.

I've been a customer for 10+ years. What do I get?

For all customers, who have been with DirecTV for over 10 years, you are what DirecTV calls Loyal Customers and are eligible for a loyalty gift. Loyalty gifts are supposed to be offered proactively, but if you don't call in, you will never see them. Loyalty offers to include: free sports packages (Yes, even NFL Sunday Ticket), free movie packages, $10-$30 off of your base package for up to 12 months, free no questions asked service calls. Please, if you have been with DirecTV for more than 10 years, call them and ask about offers you can receive and be sure to remind them what a great customer you have been throughout the years. You are only hurting yourself if you don't. You have been a loyal customer and are entitled to nice things. Remember, you have already paid this company Thousands of dollars over the years. It's nothing for them to knock $100 or $200 off of your bill for a year. Don't feel bad for doing it. That's why they have the loyalty program in the first place.

If for some reason you are denied any of these offers by a tech support or customer service representative, ask firmly if you may speak to their supervisor. Not all customer support agents are veterans or know about the offers available to loyal customers. You can politely inform them that you now know how valuable you are to their company. I am positive they will be obliged to send some great offers your way.

Thinking of Canceling?

If you're thinking of canceling your DirecTV subscription, there are several things you should consider before doing so. As you can see below, I have received and answered many questions pertaining to customer dissatisfaction and ways of canceling your service without incurring the outstanding contract fines. For this reason, I have written a separate article, "How To Save Money by Canceling Your DirecTV Service". Please refer to this article before posting comments about cancelation or what to do about avoiding cancelation fees.

There are many other things I wish I could share with you, but in fear of this page being closed, I cannot. Hopefully, you will take this information and get the most out of your money. After all, DirecTV is the most expensive Satellite service out there, but in my opinion, they are also the best. Please let me know what you thought about this information and if it has helped you realize your savings potential.

Questions & Answers

    © 2010 Jesse James

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      • profile image

        Tom 4 weeks ago

        Can I downgrade to the lowest package after football season is over and then upgrade back up when it starts so I can get NFL Sunday ticket? (Yearly)

      • Fenixfan profile image
        Author

        Jesse James 4 weeks ago from Crooked Letter State

        It is and it isn't. Re-upping means you will be entered into another 2-year contract. You'll get the promotional pricing for the first year of that contract, but you'll have to pay the regular price for the second year. Over the course of the two years, you end up paying less than you would have if you had chosen to keep your current contract at regular price. For example: If you pay $50 per month for the promotional price during your first year and $100 per month at regular price during your second year, you end up spending only $75 per month on average for the total of the two years. The only benefit of being a long-term customer is the loyalty promotions that are available for 10-20 year customers, but that is becoming a thing of the past since so many people are aware of it and are trying to take advantage of it. So, the short answer to your question is, you'll have a better chance at saving money by re-upping, but you won't be considered a loyal customer. If it was my decision, I would re-up, but that is based on a fiscal viewpoint of saving money over a two year period.

      • profile image

        Althearm 4 weeks ago

        Thanks Jesse

        So It's not a good idea to cancel and then reup as a new customer?

      • Fenixfan profile image
        Author

        Jesse James 4 weeks ago from Crooked Letter State

        Being a 20-year customer is a huge playing card in your favor. I would call customer support and ask what they can do to help you lower your bill while also keeping your current subscription. They should have a few offers for you that could trim your bill by at least $10 per month. You may even be able to get some free premium channels.

      • Fenixfan profile image
        Author

        Jesse James 4 weeks ago from Crooked Letter State

        Hi Preston, and thank you for your comments. I'll answer the contract questions first. You have an excellent deal if you are only paying $100 per month. Depending on your DirecTV subscription level, it is hard to say how much tour bill would increase. Unfortunately, DirecTV doesn't cater to special requests to ensure the same bill price. The only way I know of getting a cheaper or equivalent deal is to re-up by canceling your subscription once your two year contract is up, but that would result in you paying more for the second year. Sometimes, you can speak with a rep and they may be able to offer you discounts that would help lower your bill. If I'm completely honest, the chances of you locking in the set amount that you are currently paying is very slim. Another option you may consider would be DirecTV Now. The packages are cheaper and you would probably pay about the same as you are now and may also have a better channel lineup. There are also offers for heavily discounted DirecTV Now subscriptions for new subscribers. I have DirecTV Now and love it. I highly recommend trying it for 7 days free. If you do try it for 7 days, use an alternate email and credit card so it won't effect promotional offers should you decide you want to keep it. If you want anymore details, let me know and I will respond asap.

      • profile image

        Althearm 5 weeks ago

        Hey Jesse

        Thank you so much for all your awesome and helpful information. I am a 20+ year Directv customer. My contract is up on May 1st. What do you suggest I do to get the most savings? My Credit score is 610.

        Thank you

      • profile image

        Preston Jones 5 weeks ago

        Hi Jesse. I currently have AT&T internet and DirectTV bundle and pay just under $100 for internet and DirectTV combined. I have about 6 months left from the original 2 year contract, and after that the promotional rate I'm paying now expires, the rate will increase significantly. I was curious to see if you had any knowledge or experience with locking in a rate for a longer term. To me, $100 all in for both tv and internet is well worth it. Rather than be out of contract and pay month to month after my initial two years, I would gladly be willing to extend my contract an additional 2-3 years, even up to 5 years to keep this current rate. I would imagine that AT&T/DirecTV would be favorable to locking in that guaranteed cash flow for several more years if I was willing to do that. So essentially, my question is, have you had any experience with this? If I were to call and say, "I'll lock in for 3 more years today if you keep me at the current rate"; is that something that they would respond positively to? Thanks for your help.

      • Fenixfan profile image
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        Jesse James 6 weeks ago from Crooked Letter State

        DirecTV will let you renew after you cancel, but since they have the two-year contract, each year you would be subject to fines. Either way, you would still come out cheaper to cancel and re-up every year rather than pay the price increase that everyone has to pay after their first year.

      • profile image

        Lyndze 6 weeks ago

        When I had Xfinity internet they let you renew your package to get the promotional price at the end end of your year mark. Does direct do this? Of course I’d have to call to renew it.

        Thanks in advance

      • Fenixfan profile image
        Author

        Jesse James 7 weeks ago from Crooked Letter State

        I know exactly where you are coming from. There were many times that I had to try to calm a customer because of a coworker's poor customer service skills. If I can help you in any way, I would be glad to lend you my time and expertise. I know there are things I can not affect, but I will try to offer my knowledge so any and all can get the best deal or customer service available.

      • moonlake profile image

        moonlake 7 weeks ago from America

        I hate dealing with Directv. They don’t know what they’re doing most of the time. The last time I talked to them I got so mad I finally hung up. I just forgot about the problem because I just couldn’t get them to fix it. They do get back to you if you complain to the BBB.

      • Fenixfan profile image
        Author

        Jesse James 7 weeks ago from Crooked Letter State

        Hi Mr. Osborne, and thank you for your service. There are a few options out there for you to consider. A lot of people are switching to streaming services. If that is an option for you, there are several great streaming providers, including DirecTV, that offer much cheaper plans. Most of these plans start at $30 or less per month. If you aren't familiar with these services or don't have internet access and would rather keep your satellite television, there are really only three options for you: 1. Cancel your current DirecTV service and re-up to get the special new customer offers, which start around $35 per month, 2. Cancel your service with DirecTV and switch to one of their competitors with lower prices, 3. Threaten to cancel unless they lower your bill. The first method I mentioned would save you money, but you would have to be frugal. I wrote a separate article, showing how one could pay less by canceling their DirecTV each year and paying the cancellation fees. If you would like to read it, I will post the link at the bottom of this comment. https://toughnickel.com/frugal-living/How-To-Save-...

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        Seward Osborne 7 weeks ago

        I am a 71 year old, 100% disabled veteran and a 2 year plus user of Direct TV. I am currently charged over $160 per month which I can no longer afford. I do not watch many channels so I called Direct TV today and said I wanted to change to the lowest package.

        They still want to change me over $90 per month including tax! It’s still too much. What can I do?

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        Jesse James 7 weeks ago from Crooked Letter State

        Hi Chris. The only way to get back with them without having to pay the past due balance would be to have the account under a new name and credit card. A credit check is performed on each new customer. If they can link anything to you, they will be able to see that you have an account with a past due balance.

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        Chris 7 weeks ago

        I have an old account with direct and its way past due...I was wondering could I get back with them w/o having to pay the $500 I owe?

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        Jesse James 7 weeks ago from Crooked Letter State

        Hi Bill. I'm sorry to hear that you are having issues with your equipment. The Genie receivers are supposed to be top of the line for DirecTV, but, quite honestly, they aren't. This new update first rolled out in November 2017. Since then, there have been thousands of complaints. While there isn't anything you can do, solely, on your part, I would suggest calling DirecTV to report your complaint. I know it is frustrating, time-consuming, not your responsibility, and all of the above, but lodging a complaint could help to get the DTV programmers off their rear ends to resolve this issue. I would imagine that they are working on a better upgrade since the last one has attracted many complaints. Calling in to report your problem, however, may result in you getting a discount for the time being. I know it's not an answer, but it is a bargaining point in your favor since you didn't ask for the upgrade and are dissatisfied with switching equipment. I do know that upgrades are still being pushed out to different models, so maybe they are changing some of the features. My only other advice would be to go to the DTV website and open a chat with a representative. They may have some new information that I am not aware of. If I find out anything else I will post it here. I'm sorry I couldn't be of more help.

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        Jesse James 7 weeks ago from Crooked Letter State

        Hi Amy. I will do my best to address every inquiry you have stated. First off, they aren't able to connect you with a particular representative because the basic customer service rep has no way of telling which CSR you previously spoke to. So that part is true. Secondly, once you are in a promotion, other promotions that you may be eligible for will not appear as an option for a basic CSR. You will likely have a similar promotion available once the current one you have expires, but a bottom level CSR wouldn't know what offer you would have available. I, however, do know that you will have a similar promotion available after the one you have now expires. I encountered similar circumstances when I worked for DTV. As far as the protection plan goes, it is best to keep it, because it allows you unlimited free service calls due to service or equipment error. Being a long-time customer only allows you one free service call per year, which is enough in most cases, but since you never know what could happen, that extra $7-8 is worth having the plan. I'm sorry my answers are scrambled and out of order. I am basically spitballing the answers as I read through your comment. The fact that the CSR didn't provide any appreciation that you have been a customer for so long is, unfortunately, typical. The only explanation I have for this is they basically just do not care. They are being paid $10-$15 an hour max and listen to irate customers all throughout the day. Once they decipher that your problem is something they have no control over, they pretty much turn off any sort of customer service. I hate that a lot of CSRs are like that, but they are. My only consolation for this is to assure you that there are great CSRs out there. You just, unfortunately, were speaking with a bad one. Hopefully, next time you will speak with a better one. As far as equipment upgrades go, whether you are a 2-year customer or 20-year customer, you will have to extend your contract for 24 months after each upgrade. This rope-a-dope tactic is something they use to ensure they retain a customer for another two years. Most people are so happy they are getting a free upgrade that they don't even bat an eyelash when told they will be extending their contract another two years. Extending your contract, however, does not affect your promotion. You will still retain your status as a long-time customer and will have a new offer available once your current offer expires. In other words, extending your contract won't affect your promotions. To recap, let your offer expire, call back once it does for a new offer, go ahead and get the upgrade, and try to forgive the terrible customer service you received. Let me know if any of this helps. I will keep an eye on this thread in case you have any other inquiries and do my best to help you.

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        Amy 7 weeks ago

        I've been a customer for over 14 years and I have the basic equipment protection plan, which allows me to upgrade my equipment 6 months earlier. Am I wasting my money with the protection plan if I should already be able to ask for an upgrade every year and unlimited free service calls? Also, when I called in to upgrade my equipment and spoke to the Customer SVS Rep, I tried to see if they could extend my $30 off for 24 months by calling in the equipment upgrade. She stated I have to wait another 5 months before I can ask, since that's when the promo expires and she told me I couldn't talk to the CSM since they have no way of extending this. I informed her that I've been a Directv customer for more than 10 years and she basically just said "Ok". She stated that I'm already getting the benefit of upgrading the equipment at no extra cost. After asking her to check, she verified that if I did the equipment upgrade now or at any time, it would extend my contract. Unless if I am missing something, this looks like a no-win situation if I asked for the early equipment upgrade. Am I guessing correctly that if I went through with the upgrade now, they are not going to offer any more discounts at the end of the promo period since I have just extended my contract by accepting the upgrade? Is it true that the CSM nor anyone at Directv have the ability to extend the $30 off promo for another 24 months or at the very least, start a new promo with the equipment upgrade and cancel out the remaining 5 months?

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        Billmt 7 weeks ago

        Thanks for the ton of info. I am a long time subscriber. About a year ago I upgraded to a HR54 w/ 2 year contract. I nice piece of kit until they came out with the newest, latest and greatest Menu/Gui.......you've got to be kidding me. It completely redefines the dictionary definition of stupidity. It is totally moronic, ugly, useless and worthless. I can't even read the damn thing. When I can (I walk up about 10 feet to my very nifty 80" screen) I can read it but nothing works right. Functionality is in the toilet and it responds by mail. Any ideas?

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        Jesse James 8 weeks ago from Crooked Letter State

        I have seen and even talked to some of these agents as well. Usually, they are electronic store employees that get a commission from signing on new customers. I would, however, call bull on the better deal every 12 months claim. Unless you are a DirecTV employee, you are going to be signing a 2 -year contract. Once you are signed up for DirecTV, there isn't much you would be able to do if the salesman was lying to you about the offer of a better deal. Unless you have what he said in writing, it would come down to your word against theirs. If you can get something in writing, signed by this salesperson, it may be worth looking into.

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        Junior 8 weeks ago

        I have direct tv already but talk to a guy at Walmart selling direct tv I guess a Contractor and he told me he could lower my bill by keeping on a new customer and I just had to call him every 12 month to get new customer Offers I just didn’t know how that work since u sign a 2 yr contract.

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        Jesse James 2 months ago from Crooked Letter State

        You could let it cancel and re-up, but you could also check out the DirecTV Now. I have DirecTV Now and most shows are available via demand. The premium channels are also way cheaper with DirecTV Now. If you would just like to try DirecTV Now, they have a deal for the first 3 months for only $10 per month. You have to use the code "YESNOW3" at checkout. If you have broadband or better internet, I would recommend giving it a try. You can also just do a 7-day free trial if you want to see what you are getting.

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        Brittany J 2 months ago

        Just spoke with customer loyalty - they're really pushing their new streaming service Direct TV now - Customer for 5 yrs - bill went up to $100 when it was previously $64 - only deal they'd give me all the way to retainment was $5 off a month for auto-bill pay. I kindly refused and she pushed the Direct TV now, which has no DVR capability. I kindly denied that service. She said there's nothing else she could do and when I said I'd have to cancel, she put in to cancel my service TONIGHT at midnight. Any last minute thoughts? Should I call again? Would I get a better deal from someone else or should I let it cancel and re-up?

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        Jesse James 2 months ago from Crooked Letter State

        Hi LT. Sometimes, it can help to call and speak with retention. Retention reps are supposed to provide some type of save. If it helps ease your mind any, I have written a separate article about canceling DirecTV and how you can get a better deal by becoming a new customer again. You can find it on my profile page. Either way, I wouldn't make myself nervous over not getting a win-back call. You may not get a win-back call until a day or two after your services are canceled. If you should speak to a retention representative, I would suggest voicing your regret over having to discontinue your programming. This will provide a window for the rep to offer you some sort of win-back. Let me know how things turn out, as it may help future readers.

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        LT 2 months ago

        No win back call yet. Getting a bit nervous, as I don't really want to go to the trouble of getting dish, but with a week to go until the cancellation date, I guess I better start making a plan. Would it help my case if I called the retention line and told them I still haven't received any instructions on how to return anything to them? (I haven't) Thought maybe that would give them a chance to offer me something.

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        Jesse James 2 months ago from Crooked Letter State

        The only way around paying more is to cancel and re-up. I wrote another article, showing how you can do so. You will be stuck with the penalty, but you ca get a cheaper deal by signing back up as a new customer. Even after paying the fine, you still end up paying less on a yearly basis. Once the 12 month promotional period is over, the bill always increases. It's a way DirecTV lures in new customers. The reason the contract length is 24 months is to guarantee DTV will get 12 months of regular subscription from you. I can almost guarantee that you won't get any promotions worth your wait, being a new customer.

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        Andrew 2 months ago

        My bill for the Choice package just increased $50 for my 13th month as my promotion was over. I called and was transfer to the customer loyalty dept to ask if they could help me lower my bill. They indicated that there was nothing they could do because the promotion just expired and I needed to build up more "credits". She suggested calling back in a couple months to see if there was anything offered then. Is this normal or do you have any suggestions to help me get my bill lowered. The cancellation fee would be $220 at this point.

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        Jesse James 2 months ago from Crooked Letter State

        Hi, and thank you for your comments. I'd like to try to help you with this if I can. If you could tell me what package you have it would be helpful. It's no secret that DirecTV is trying anything and everything to get more money, especially for their premium channel add-ons. My first guess would have been that the channels were a free preview but you said you had them since you signed up. If you could also tell me if there have been any changes to the packages you have, it may help me find a solution for your lost programming. My assumption, as of now, is that you were in a grandfathered package. They may have taken channels out of that package, gradually. If this is the case, there is little you can do about it but call and complain in hopes of getting 6 months free. If you could provide a few more details, I will investigate a little further and let you know if I can find out something that will help.

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        Carol Pierce 2 months ago

        I have been wondering if anyone else has had a premium channel disappear, only to be told by a rep that I never had it on the account in the first place. This has happened twice. Once with Showtime, then 2 or 3 months later with HBO. Both said, "There is no record of this channel being on your account". When I said I'd just watched HBO yesterday, the rep said, "Well it was probably a free preview." And there had been a free preview that past weekend, but I have had HBO from when I opened the account several years ago. I've always had it. With a couple reps I got the feeling the insinuation was I was trying to get a deal on a premium channel I never had. In other words, that it was a ploy or something. The first time I ended up talking to a supervisor, except I guess the supervisor didn't want to deal with it and told the rep to give Showtime to me at half price. So that time it took 2 calls. The second time it also took 2 calls, but I am paying full price for HBO now. I'm trying to figure out why this is happening. Are they trying to get people to pay full price for their premium channels by canceling them, then restoring them, counting on the customer not knowing exactly where they are on the 10 or 20 dollars off or whatever? And I admit I don't know. I have so many deals I can't keep up with them. Or is it the new software they installed 6 or 7 months ago? This software is pretty awful, has lots of quirks, so it occurred to me that maybe it's doing strange things like removing customer's premium channels. Because I have never had that happen. They never remove channels without the customers permission, and they try their best to keep from removing it. So, it's either a nasty ploy of theirs, or a screw up that they're not admitting to. I've been trying to find out if anyone else has had a similar experience, though my searching for it has turned up nothing. But it can't just be me. I can't be the only one in the country this is happening to. I'm sorry this has been so long, but I'm really curious. I thought it might be an AT&T ploy. Things have not gotten better since the merger. Thank you for your time.

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        Jesse James 2 months ago from Crooked Letter State

        Technically, any receiver can be used in any location. If the receiver is activated, it can actually be moved to any residence with a satellite hook up. This is, however, illegal in DirecTV's opinion. If they discover that you moved your receiver to a different household they could discontinue your service. If you have one for a mobile home, then there is some leeway. I'm sorry I can't answer this question more specifically for you. If I knew more about what you wanted to do, I could probably give you a solid answer.

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        Jesse James 2 months ago from Crooked Letter State

        It depends if the discounts are based solely off of a certain package. Usually, discounts are credited towards your bill as soon as you accept them. I would go out on a short limb and say you would probably be safe to downgrade, but if I were you I would make sure you know if the discounts are based solely on your package.

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        Rick Bell 2 months ago

        Jesse,

        Can I use my directtv reciever at a remote location. the model is a D10-200

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        Danimal 2 months ago

        I put my cancellation in last week and got a call back with some possible discounts. I am in the Ultimate package currently. If I accept the discounts and downgrade to a lower package after will I lose the new discounts?

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        Jesse James 2 months ago from Crooked Letter State

        Hi LT. Usually, you will receive a win back call, but it can take longer than 24 hours to receive one. The standard procedure for win back calls is between 24 and 72 hours but can take up to two weeks, depending on the work load. I will be adding some useful information for those that are contemplating cancellation and the benefits that you can expect by cancelling then re-subscribing. Please stay tuned to see my new additions.

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        Mike 2 months ago

        Good information which I used and had good results with DirecTV offering in a $35/month credit on my bill for 12 months even though my current bill is less than $100/month with 2-HD TV's, one with a DVR. After being disconnected on two lengthy phone calls to customer service, I tried a chat session. I guess being a 7-year customer and 23+ year AT&T wireless customer helped and my occasional reference to the rep. as a "loyal customer" also helped. Eventually I reached the customer loyalty/retention group who offered the credit to my surprise since I was hoping to at least restore the $10/month credit I had previously being receiving for auto-bill pay.

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        LT 2 months ago

        Just got off the phone with them, customer for 20+ years, they offered me free upgrades on my equipment and $35 off per month. I was going to hold out for the next level, but she just scheduled my service to cancel at the end of my billing cycle. Hoping for a win back rep call tomorrow.

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        RobertM 2 months ago

        I've been a customer for over 10 years. Since the ATT buyout, I have become so disgusted with their customer service, that I will be changing service to a different provider soon. I have also sold a significant amount of stock I owned in ATT, because if their customer service is this bad, I figure they will have to lose so many customers that their profits will go down as well. They must have terrible management to buy an existing company, and then start by driving large numbers of existing customers away. Some of their customer service reps have flat out lied to me. Offered retention discounts with no changes in programming, and 10 minutes later half my channels disappeared. Another promised no extension of my contract, and 6 months later I found she had extended it for 2 years against my express wishes. No one else would do anything about either situation. They won't send you anything to confirm what they have just said by email either. Just wait for your next bill and hope for the best. They have become very dirty in how they run their business.

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        Jesse James 2 months ago from Crooked Letter State

        Hi Mary. I am sorry to hear that you weren't treated with kindness. This, unfortunately, is a common problem. The person you talked to may have been a new representative or just unconcerned with your complaint. On the bright side, you could probably call again and talk to a much more professional representative. My advice would be to call back and ask to speak to a supervisor. If you have the name of the previous rep you spoke with, tell the supervisor their name and express your dissatisfaction with your previous call. If you have been a customer for 20 years, they can definitely reduce your bill. Bottom level reps will rarely offer you a discount because each offer they give affects their statistics. I know it is frustrating but sometimes it takes 3 or 4 calls before you can talk to someone that will be able to address your concern. Let me know if you have any luck if you choose to call again.

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        Mary 2 months ago

        I called DIRECTV because I really need my bill lowered and the girl was very nasty and mean on the phone. She told me that there was nothing they can do for me and I have been with them for over 20 years. She also stated that if I update my receivers my bill will go up. No customer service!!!

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        Jesse James 2 months ago from Crooked Letter State

        The only benefit of upgrading to the Genie is that it is the newer technology. Chances are, DirecTV will pay more attention to the Genie than they would the older receivers because they are trying to get all customers to upgrade to Genie. It just makes sense to have one singular receiver, rather than 10 different ones like they have had in the past. Of course, the Genie will be surpassed by a newer technology within a few years, but it is a great piece of tech and DirecTV has done a good job taking care of bugs and problems that occurred with other receivers. To address your second concern, if the supervisor said that this was the best offer available, the only other department that may be able to offer a better deal/discount would be retention. From what I see, the deal they offered is a pretty good deal and about average for a customer of your tenure. Hopefully, this helps.

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        Jesse James 2 months ago from Crooked Letter State

        Hi. From what you have told me, there will not be a problem with the technician to install a residential set-up. As long as the place of the install is not a business or under a business license, it is considered residential. You can have however many residential set-ups you want. All your friend needs to do is call to have the service moved. As a long-time customer, he or she should be eligible for free moving service as well. Even if they aren't eligible the fee is only $50. Another thing to consider is free upgrades. If your friend hasn't received a free upgrade within the last two years, he/she can get an upgraded receiver for free. This would put them under another 2-year contract. It is likely that DirecTV will want to upgrade your friend to a "Genie" receiver, which has a multi-room capability. If there is anything else you would like reassurance about just let me know and I will respond as soon as I can.

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        rctech 2 months ago

        I have a retired residential customer that collects cars and stores it in a warehouse. Not a business. At that location, he has premiere service for about 15yrs, with HD and the protection plan. pays about 200/mo. 2 receivers. H20-100 and H21-200.

        He is moving to another warehouse and is afraid to get dtv to do the move because the installer may consider him a business and force him to a commercial plan.

        From what I can tell from some reading, and stealth chats with dtv they would still consider him residential, and they will install a new dish and do the 200' of cabling for a flat $20 visit.

        I am in the process of getting him some free new upgraded receivers. DTV will send it to the site and I can activate em.

        Any comments?

        Thanks.

        rich

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        Jesse James 2 months ago from Crooked Letter State

        Hi Mike. Several years ago, subcontractors did receive a reduced discount on programming. With the takeover of AT&T, circumstances might have changed, It is definitely something to look into. Let me know if they are able to discount programming for you and I will add it to this information. Good luck.

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        Mike 2 months ago

        Hey thanks for replying I'm a subcontractor, working for synergies. I will have to look into that thank you very much.

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        Jesse James 2 months ago from Crooked Letter State

        If you are employed by DirecTV/AT&T you do get a discount. Technical representatives used to receive free DirecTV programming. It depends on whether the company you work for is owned by AT&T or if they are subcontracted. Your employer would be able to let you know if you could get programming for free.

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        Mike 2 months ago

        What if I am a direcTV Technician. Do they offer discounts. I have been told yes but it is still unclear, on how to do so. I read your article but I didn't see anything about that. Please direct me.

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        Jesse James 2 months ago from Crooked Letter State

        Exclusive loyalty discount sounds like a term that was instituted after AT&T took control. It sounds like it is proactively offered to long-time members. It is most likely the same as the old DirecTV term "loyalty discount". Before AT&T took control, loyalty discounts were actively offered to customers with at least 10 years of tenure with DirecTV. The loyalty discount was only applied to compensate for technical issues or dissatisfaction due to the cost of service. Although the terms have changed, the discounts and offers have generally remained the same according to my research. In the recent past, several members have reported receiving e-mails from DirecTV with exclusive discounts and offers. These offers were only available if you were registered with DirecTV.com and had provided an e-mail.

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        Jesse James 2 months ago from Crooked Letter State

        You're welcome, Julie. Let me know if I can help with anything else. I am well versed in DirecTV technical issues as well if you should have any problems of that sort.

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        Julie B 2 months ago

        Thanks Jesse for the answer!

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        Jesse James 2 months ago from Crooked Letter State

        If it has been 3 years you should be eligible for an upgrade. DTV is trying to phase everything into their new Genie receiver anyway. Seeing as you are a long-time customer, you should be eligible for free HBO or other premium channels for at least a few months. Usually, the free programming is handed out due to customer dissatisfaction. If you choose to ask for a discount or free programming you need to have a believable grievance. Once you do get the upgrade you will be under contract for another two years. So, make sure you want to continue your service for that time period. There are different reps you can talk to for discounts. Technical support will usually require you to go through troubleshooting procedures before they will offer you anything. Billing will sometimes offer free programming or a reduced bill to long-time customers. Take these into consideration before calling because they will note your account with any discount given or requested.

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        Jesse James 2 months ago from Crooked Letter State

        This is a hard one to answer. The fact that you are in two different houses leads me to assume that they would see this as two different residences. Since you did run your own cable, they could report it as a separate residence. On the other hand, I have seen installations that had a guest house listed on the bill. If this was noted to DirecTV, I feel that you wouldn't run into any problems. Usually an installer doesn't care about anything but performing the installation. They aren't as "by-the-book" as a full-time DirecTV employee because they are subcontractors. If you explain your problems with your current equipment I may be able to help you resolve that.

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        Carole Dennis 2 months ago

        DTV CS offered to send me new wireless DVR boxes today after I called about programming (we have a Genie & mini-Genie). I turned them down, but I'm hoping you'll tell me it will be OK to get them. Here's my problem: I live on the same 40 acre wooded & VERY rural property as my Ex. I lived in his house for a while with the Genie in the main room, and the mini-Genie in my room, and we split the bill. Two years ago, I cleared trees and built my own house (a yurt) that's around 280' up the hill from his house (where the dish is installed). I bought 300' of cable, dug a trench, and hooked my TV up in my new house. It's still the same street address, and we still split the bill, but could the DTV installer decide that we are two DIFFERENT residences and force us to both have our own dish/hookup? Neither of us could afford that... I don't want to risk it, except that I've been having problems with programming "freezing" then re-starting lately, and I think we'll need a new Genie/server at some point. What do you think? Would it be a risk to let an installer come out with new boxes? I'd really appreciate your advice. Thanks :)

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        Julie B 2 months ago

        Thanks for all this info! We have been customers for about 12 years and honestly love DirecTV. However it is painful to see new customers get all these promos while we pay the high prices. About 3 years ago we switched to HD and got a new basic HD receiver. Do you think they would upgrade us now to the Genie receiver for free or would we have to buy that upgrade? I'd really like to get a free Genie, mini Genie, and a year or two of free Sunday ticket. I could get all that if I was a new customer-- plus cheaper prices for the first year!

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        2 months ago

        What do you know about the “exclusive loyalty discount” I was given it awhile back and it has no expiration date.

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        Jesse James 2 months ago from Crooked Letter State

        Hi Thomas. What a story. I have heard similar ones, but that one is a doozie. As far as the NFLST goes, you're right. DirecTV has that monopolized. Fortunately, there are newer concepts slowly leaking out there, like Amazon picking up the Thursday night games. This is a hard issue to address because DirecTV definitely has the upper hand on NFL fans. You may be able to offset the price of your bill to help deal with the rising cost. In many situations, a customer is allowed a $10 - $20 a month credit. I would put that into your bag for future reference. As for me, I would drop to the lowest package available and grab the Sunday Ticket and probably resort to a service like SlingTV, Netflix, or Hulu, the latter only costing $10 per month. I would also bring this up to whomever you talk to from customer service. They don't want to lose a higher package customer any more than they want to lose a customer altogether. If you voice your concerns about your ability or comfortability paying the ever-increasing prices, you may attract a few offers of credits towards your account. I'll try to follow up with you on other ideas. These are the most probably solutions for now.

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        Jesse James 2 months ago from Crooked Letter State

        Most likely, the problem is that the supervisor is not versed in price increases and promotional policy. This is understandable since many supervisors do not stay up to date with new changes on pricing. Most customer service reps you speak to are technical support. It may serve you better to speak with billing or customer retention as they are more in touch with promotional policy than tech support agents.

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        Jesse James 2 months ago from Crooked Letter State

        Hi Briana. The personal case manager is assigned after two failed attempts to complete a work order. This can be pushed by a supervisor if you have called multiple times without resolution. If I were you and in your position, I would ask for no less than a supervisor when you call customer service. You can be as nice or as rude as you want, but if you request to speak with a supervisor they are required to connect you with one. When speaking to a supervisor, ask to be assigned to a case manager because the problem has been ongoing.

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        Bill Mano 2 months ago

        I was just hit with the Jan 2018 DirecTV price increases, even though I'm still within my 2-year promotional price guarantee window. I spent a frustrating hour on a call arguing with DirecTV but they stood firm claiming their terms & conditions permit them to increase costs fo rany reason, regardless of my promotion. I lost it. What is a "price guarantee" if it means they can increase it? I even found an article on their website about the price increase that seems to contradict the "supervisor" I argued with. Has anyone else experienced this?

        https://www.att.com/esupport/article.html#!/directv/KM1240211

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        BrianaGiselle 3 months ago

        Thank you!

        How does one acquire the "Free personal account manager to oversee your customer satisfaction and provide you a personal line to call" exactly?

        I'm totally qualified and haven't received anything which was fine until today when the 8 to 12 service call was aborted and when I called in to see what was going on I was told that that was never scheduled even though I called them to confirm yesterday and yes -oh and also somehow my price went up from last week after I was told that it was going to be reduced and so on and so forth.

        You have no idea how much I appreciate you right now!

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        Thomas 3 months ago

        Just read your article above. Thanks for passing on your experienced info!

        I have been very frustrated with DTV, even since AT&T bought them. I had DTV for 12 yrs until we had to leave our home due to a very suspect disclosure and have since learned (from watching the movie “The Big Short”) that we were indeed a victim of fraudulent mortgage shifting between major banks that force legally current/up-to-date mortagage holders into foreclosure.

        We ended up renting a townhouse that refused to let anyone put up dishes, so we had to succumb to using the local CableOne cable provider (which are outrageously corrupt) until we ended up in a place where we could use a dish. It was a 120 unit apartment complex. I bundled our a DTV with Century Link ISP. A guy showed up to set up a contract with us. It turned out to be the SAME one that installed our DTV dish/DVR in our home 15 yrs prior, when we had first bought the home we lost to the Bank scammers (go figure). I said I wanted to bundle DTV with an ISP and he said that was not an option! When I told him I had just looked on internet to see what offers were available and bundling WAS an option, he started arguing that NO, I was in error. Upon retaliating and telling him the truth, he got up (all pissed off) and left!

        So, I called DTV and set up a new contract over the phone with ISP bundled, but when the installers came our apt mgr would not let them in! Found out the apt owner had a deal with the guy that walked out on me (DTV install co. Was named Direct TV Satellite...lol!) and had put up ONE dish on the top of the 130 unit apt and put a locked fence around it! So, if I wanted DTV service I had to go exclusively with The this old hippy’s install co! I ended up having him draw up a contract and when he brought it over it was 3 times the cost of what DTV had offered me and I told him I was going to find out what kind of scam he was running. He immediately said he would go back to his office and rework the contract! When he left I immediately got on the phone with DTV and moved up in 5 levels of mgmt by asking to repeatedly speak to their supervisors. This guy was livid to say the least when I told him the scenario.....btw...the scam-master I had just talked to that left to “rework” his contract proposal was back knocking on our door 5 mins later, the whole time I was on the phone with DTV upper mgmt, lol. I got the manager direct # and told him about it and told him I would see what this hippy had reworked for me. When I finally went to the door he was gone, but left a copy of his “reworked” proposal taped to our door. lol and behold, it was the EXACT same quote DTV Corp. had given me, lol!

        I just went with the old gray haired, pony tailed jerk, b/c I couldn’t have gotten DTV otherwise. The Corp. mgmt rep from DTV called me back for the rest of my story and I gave him the old fools installer # of his contract agreement upon request and he said he would take action against him. Well, turns out, this kind of “one dish on top” multi-units was happening a lot and they couldn’t take much action, b/c the apt complex owner had the right to “scam” all of his tenants at the time, but they were working on legally getting it stopped. Sorry for the long post, but I thought you might be interested in hearing about it.

        Well, we are now in a house again and b/c I had cancelled service (when we got foreclosed on) we have lost our “loyalty” status and are now a 3-5 yr customer. To me, this is another tactic to fleece long time “loyal” customers out of deserved seniority offers. We didn’t want to change providers, but had no choice. They don’t care, I can tell you that! I used to love DTV’s CS! They would always give me free equip upgrades when I asked plus free premium channel access for 6 months and discount vouchers. But, since AT&T owned them the CS has become much more inexperienced and lacking of respect, much less willing to try to work with me when reupping on a 2 year contract agreement. I have been a perm. Disabled Vet for over 10 years, having to support my family on my fixed income and it is very hard to make ends meet (not kidding). I can’t even drive anymore and am in bed most days with severe chronic pain. I have had it with DTVs ever increasing rates and lack of CS! They won’t even upgrade my 6 year old DVR or the 3 remote room rcvrs! I now own a 4K TV and can’t even use it for anything but Netflix.

        Do you have any strategies for me as I just can’t afford to pay the $125.oo/mo anymore. I think the charges for the equipment is a total scam. It is so old our signal freezes, digitizes, of goes blank for up to 10 secs and when switching channels it sometimes takes 30 seconds before the pic shows up! I am an avid KC Chiefs fan and have had NFLST going on 18 yrs and got it free only once! Now it’s going up in price again, even though viewership is down. Big Brother has no mercy when it comes to filling their coffers!

        Before I start calling the DTV CSRs I want to have a game plan and am hoping you can help. If they won’t cave in this time (it’s been over a year since I’ve talked to them) I’m.just going to dump them. I’m fed up with the Corp greed and don’t watch 95% of their vast lineup of crappy channels anyway! I’ll just have to find an alternative to getting the NFLST, which DTV also has a monopoly on, but really don’t want to resort to TV Boxes that use KODI bases software to illegally access programs. I am a former Elec Engineer and have the know-how, but I also have a clear conscience.

        Thank you for your patience in regards to this novelette and I hope you can guide me to an acceptable or alternative direction to pursue.

        Gratefully.....TS

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        Merdock 3 months ago

        Great site, thanks for the info! Just called and got instant offer from first rep of $35 off/mth for 12 mths with no commitment OR $45 off/mth for 12 mths with 12 month contract commitment. Current bill is about $119 and I'm a 2.5 years customer. New bill back to about when I first signed up.

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        Angie 3 months ago

        Thank you for the information. I'm a 13 year subscriber to DirecTV and have to say after the AT&T buyout, I've been nothing but disappointed. Calling retention tomorrow because I see what I am paying after my $25 a month credit ends in March and .. OUCH .. for 1 tv.. (ONE TV).. it's over $100!!! And I don't even have premium channels. After my box tv goes, I'm going to Roku, Firestick and getting Sling. I'll be paying a fraction of what DirecTV charges without the hassles.

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        rmvdb512 3 months ago

        Just went through trying to get a better price after my 12 month discount ended. The customer service rep offered a 12 month $15.00 discount, if you turn it down, they remove it and you no longer are eligible. Transferred to customer retention to cancel and they said all previous offers are gone and offered nothing. Cancelled my service after 5 years. I don't know how they can call that customer retention.

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        Gus Manz 3 months ago

        15+ yr. member. Called D-TV to cancel my service, was switched over to supervisor who said she was in Customer Loyalty Group for customer retention. Current monthly bill is $130. Comcast offers equivalent deal for $80. Pushed for $50 off for 24 months. Would only offer $30 for 12 months, but free Genie upgrade and HD Extra Pack for 6 months. Asked for free HD and DVR service, but CLG rep would only offer $30. Said discounts are unique to each account based on combination of different factors, not just longevity. Should I go for $30? My fear is if I call back and say deal isn't good enough and to cancel my service, D-TV will do just that despite my 15 yrs. of being a loyal customer. I really don't want to switch to Comcast, since they're no better. I have two HD-DVRs supporting two HDTVs. Is a Genie worth upgrading for just two TVs? Any drawbacks?

      • profile image

        sharonwright 3 months ago

        we recently (oct2017) ordered directv but due to Harvey damage had to reschedule installation until repairs could be made to our home. I had to reschedule several times due to weather interrupting repairs and when I called the last time the rep said I needed to get the install done and quit rescheduling. I told her I couldn't control the weather and she said I needed to make a decision. I said fine cancel the install and hung up.

        My husband and I were in Sam's a week later and two guys from Directv offered to save us money over our uverse bill. I told him I had had it with Directv. When he asked why I told him about the rude lady and the rescheduling problem. He said that is not how AT&T treated their customers. I laughed but my husband and I decided to try one more time. He gave us a great deal for a two year contract with a 51.00 discount for the two years on the choice programming and we were very happy. He wanted to make sure the other order was cancelled so he called on his phone and listened while I made sure it was cancelled. On the scheduled day the installer came, put up the dish, and we thought all was great until the bill came. 379.00 turns out AT&T didn't cancel the original order but canceled the new order with the discounts. When I called and told them all the pricing was wrong in essence they said too bad the other work order would not be observed. I'm at the point of telling them to come pick up the equipment. I'm not paying for something they screwed up. How do I get them to honor the new contract. They never offered and discounts or deals with the order I cancelled just higher prices. What do I do now since I'm a new customer about to be a gone customer?

      • profile image

        Gus Manz 3 months ago

        Just called DirecTV to cancel my service, telling them my current $130/mo bill is $50 more than equivalent service from Comcast. I'm a 15+ yr. customer but the most they'd offer is $30/month for one year. Not close to $50/mo off for two years that I requested. Initial CSR sent me to a supervisor who said she was with Customer Loyalty Group in retention dept. I pushed her really hard, but she said this is the most she can offer for my account. Indicated different factors are evaluated to determine what they can offer at different times, not just longevity - programming level, automated billing, what was offered in past, etc. Offered to give me free Genie upgrade, but with just two TVs and two HD DVRs that are working fine, I don't see the advantage to upgrading to Genie. Is it worth it for just two sets? What are the drawbacks, if any?

      • profile image

        Maverik259 3 months ago

        Just called. 4 yr member. Got $20 off for 12 mo. No other deals for me. Didn’t threaten to cancel at this point as I was happy with $20/mo. And the Sunday Ticket refund ended in November FYI.

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        Christiane Bayes 3 months ago

        Thank you Jesse. I just noticed you had replied back to my question. Appreciate your knowledge. Now i wish i had saved some evidence that they promised me a $200 visa card for signing up. But i arranged all via chat and did not know to save the chat session. I called on their questionable practices numerous times. No one seems to know that i qualified for the offer. But the rep that signed me up told me i would receive the visa card. Live and learn.

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        KK 3 months ago

        Update on my attempt to reduce my Grandpa's bill:

        I called today and specifically requested to speak to the customer retention center so I was transferred. I talked to a nice gentleman who offered me a free receiver upgrade with 24 months of hd & DVR included. They said there were no offers available at this time and my grandpa has been with DirecTV for 20 years! I told them he has had a change in his fixed income and can longer afford his bill (which is true) of about $115 a month with their recent price increase. I didn't accept their free upgrade offer yet because I didn't want to be locked in for 2 years at that high of a rate. What do you think is the next step here? The rep just kept telling me to try back in Feb and that there may be offers available then. Thanks in advance!

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        Justin 3 months ago

        7 years as a customer and got the real run around today. Was calling to move and upgrade my equipment. In the past I had always been offered great discounts by the loyalty department. This time the wanted to charge me for install and upgrading my equipment. I threatened to cancel and they put in the order. Said there was nothing they could do for me but give me 5 dollars off for electronic billing. When I had called a couple weeks ago the person I spoke to had offered everything I had asked for at no charge and said I had to call back with in 30 days of moving.

      • profile image

        Pablo 3 months ago

        Best number to call to reach this department?

      • profile image

        new guy 3 months ago

        I'm tired of being charged a monthly fee to use DTV receivers and mini genies. can I buy and use my own? if I do use my own does DTV still charge a fee?

      • Fenixfan profile image
        Author

        Jesse James 3 months ago from Crooked Letter State

        One way I know of getting a discount for someone who wants to continue their services is to threaten to cancel. Once a customer mentions that they need to cancel their services they are supposed to be transferred to the retention department. Retention representatives have a variety of different discounts that they can offer. You may try going that route. I have heard of customers that request to discontinue their services and walk away with their bill comped for 3 to 6 months and also receive 10-20 dollars off of their monthly bill for up to 24 months.

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        Kk 4 months ago

        Thanks for the reply Jesse! I'm planning on calling in this Friday when I have some free time. I was hoping for a lot more than $10 off of his bill, especially after reading your article. Do you think he could sign another 2 year agreement and get those heavily discounted prices that come with locking in the service?

      • Fenixfan profile image
        Author

        Jesse James 4 months ago from Crooked Letter State

        It depends on when your service date was started. Usually, you prepay for your service. In all likelihood, it should end after today, but depending on your service date it could be the middle of February until you lose service. It is hard to know without looking at your bill.

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        Pat 4 months ago

        I'm sorry to bug but if my payment arrangement was set for January 18th and I didn't pay it how many days after that do I have before my service gets interrupted my last payment was December 19

      • Fenixfan profile image
        Author

        Jesse James 4 months ago from Crooked Letter State

        The service should stay active one month past the last payment made.

      • profile image

        Pat 4 months ago

        Hello, if I break my payment arrangement how many days do i get before my service gets disconnected?

      • Fenixfan profile image
        Author

        Jesse James 4 months ago from Crooked Letter State

        Unfortunately, that is common. There is just too much inexperience in the CSR field. Glad you were able to get things settled though. I am always available for help if you need it. Just leave a comment.

      • moonlake profile image

        moonlake 4 months ago from America

        Worst customer service. I can’t go into detail about my problem with them it’s just to long. I tried my best to settle the problem with customer service but I couldn’t even get them to understand. Finally I complained to the BBB and things got settled within a few days.

      • Fenixfan profile image
        Author

        Jesse James 4 months ago from Crooked Letter State

        Hi Dianne and thank you for the kind words and for reading. I hope for this information to help those get a bit of a discount at least.

      • Fenixfan profile image
        Author

        Jesse James 4 months ago from Crooked Letter State

        From what you have told me, you Grandpa should be able to get his bill reduced since he is a longtime customer. I would suggest trimming the bundle parts that he doesn't use. If he just needs a cell phone in case of emergency just go with a prepaid emergency phone. I would also look into getting his DTV bundled with AT&T which could be cheaper than Comcast if it is available in his area. Prices are set to increase a bit for each plan, but nothing huge so it could be a good time to look into other satellite or cable companies and check their programming. Bottom line, these TV providers are willing to discount rather than lose a customer. So if you call and ask, someone will be able to give at least a $10 per month discount. It may take more than one call because not all CSRs are generous, but keep at it and you will indeed be able to get a discount off of his bill.

      • Fenixfan profile image
        Author

        Jesse James 4 months ago from Crooked Letter State

        Hi Christiane. Unfortunately their contract is hard to get around or out of. My only bit of advice that may be able to help is to put the service on hold. Unless they have changed the stipulation, a customer used to be able to put their service on hold for a month or two and pick it back up later. That may give her some time to save up some money if she wants to cancel. Otherwise the best option is to just keep the lowest package and spend the cheapest amount possible each month. I would definitely make sure you have bottom of the barrel programming.

      • profile image

        Diane 4 months ago

        Thank you Jesse very much for this dtv information.

        It is very useful esp. when a customer is trying to decrease their bill!

      • profile image

        KK 4 months ago

        Hello & thanks for writing this and giving some leverage to the little guys.

        I'm working on lowering my 92 year old Grandpa's directv bill. He only has a few channels that he watches, but one of them is the American Heroes channel, which is only offered in the Xtra and above packages. His package is currently $89 a month plus a $5 sports fee and an $8 protection plan, that they told him he needed to add in order to get a free service call to fix something, or the service call would've been $150. He doesn't watch any sports or movie channels, only needs a lower bill and to upgrade to hd service and get a new hd receiver but he doesn't need a DVR.

        Any idea on the best way to go about this and the potential savings I should be striving for? I think he bundles with Comcast for home phone but doesn't use the internet or cell service. His Comcast bill was $68 but we just got that reduced to $45. He has been with DirecTV for over 10 years. Thank you so much!

      • profile image

        Christiane Bayes 4 months ago

        Hi

        I need some help. My daughter 22, signed up for Direct TV 3 weeks ago. A fast turn of events in her life plus much less hours at her job finds her not being able to pay her bill. She called to see if she could cancel. They told her she exceeded her 24 hours. She is in the cheapest package even possible. Is there not a legal fair way for her to cancel? She can't pay 440 dollars for early cancellation. I wish she had not signed up, but she did. She will end up not being able to pay and ding up her credit doing so. Please help. A concerned Mom

      • Fenixfan profile image
        Author

        Jesse James 5 months ago from Crooked Letter State

        Hi Lonnie. It sounds like you have been with DTV since the start. That being said, you have a good bit of leverage. Right now Directv is striving to keep all the customers they have, especially the long time customers. The upgrade, however, always requires a new commitment, but since you have been a customer so long, I would assume they could trim your bill and give you HBO and pretty much any other free programming they have to offer such as Showtime, Starz and yadda yadda. If it's free programming you are primarily interested in, sometimes they proactively offer it, but no often. To get free HBO, I would suggest calling the customer service number and discuss your concerns with the amount of your bill cost. They CSR will likely want to offer you a credit, but you can also tell them that you are interested in HBO. There is a promo for longtime customers that allows them up to 12 months of free HBO. However, there is also a promo that allows the CSR to offer all of the premium channel packages for up to 6 months. In short, most longtime customers are allotted about $200 worth of credits or free programming. The best thing to do is to call, but make sure it doesn't sound like you are fishing for deals. Remember, CSR's log a brief note about the call on each call so they will know what you asked about the last time you called.

      • profile image

        Lonnie 5 months ago

        Great site Jesse and very informative, thanks. I've been a DTV customer since the 90's with never a cancellation. With the lure of cord cutting I'm getting tired of paying 123 a month when we watch so few channels. However i like the DVR (hr 24) functions so i hesitate to cancel. the DVR is several years old and will freeze up from time to time and probably needs to be replaced. my question is, will the receiver be replaced with a charge to me and require a 2 year commitment or should i politely (with a little attitude) insist on a new DVR and any other benefits or deals that i may be entitled to without a contract commitment? We have Netflix and Amazon Prime but Ive heard good things about a few HBO programs and would like to drive that free into a deal. thanks

      • Fenixfan profile image
        Author

        Jesse James 5 months ago from Crooked Letter State

        In addition to my previous reply, being considered a new customer to DirecTV can have it's benefits. You will be able to get the cheapest plan available. I would suggest waiting until a new offer or signup deal is available. They run a different new customer promo every couple months or so. There are also some good internet bundles with ATT & DTV if you are able to get both in your area. I would recommend checking out DTV's site for that info and try opening a chat to speak with a CSR. You can get a lot of helpful info about new offers and deals just from chatting on the website.

      • Fenixfan profile image
        Author

        Jesse James 5 months ago from Crooked Letter State

        Hi David. And I am sorry I didn't get to your inquiry sooner. As it is probably too late now, the deal seemed like it may have some validity. In other words, it didn't seem like a scam as nobody could make money by selling you an Amazon card, save for Amazon. The upside is that it wouldn't have been a life changing savings - and unless it reduced my bill significantly I am always prone to shy away from offers that are proactively offered via phone. As I have and always will say, the best way to get a deal is to just call DTV and inquire. It's kinda like car insurance. There is usually something your agent can do to reduce your payments. If you don't believe me, call them and try to cancel. The same goes for DTV. They won't usually call you and say "Hey, how about $100?"

      • Fenixfan profile image
        Author

        Jesse James 5 months ago from Crooked Letter State

        Whoopsidaisay. I erred with that last response. Sorry I misread the title of the article this question was posted to. To get extra boxes you need only call DTV. DTV is now primarily trying to phase the Genie into all households, so they will probably try to sell you on that. Quite honestly it is probably the best way to go since DTV will eventually consider all other equipment as legacy aka 'Old' equipment in the near future. The idea is to have one sole, universal receiver that can go into any household. You can understand why DTV wants to do this. If they have one receiver that can have mini receivers hooked up to it that means they can have one fix for all bugs. I would definitely recommend calling to inquire about getting the Genie installed. The extra cost, if any will be minimal.

      • Fenixfan profile image
        Author

        Jesse James 5 months ago from Crooked Letter State

        Yes, if you re-upped with DTV they would consider you a new customer.

      • profile image

        Dave Reynolds 5 months ago

        I was a long term customer of Direct TV but switched to Time Warner. Spectrum Purchase Time Warner and the cable and internet cost sky rocketed. Spectrum customer service is rigid an inflexible. Basically Spectrums approach is that's the monthly cost taken or leave it. Would Direct TV view me as a new customer ? I don't wish to be changes TV providers every year.

      • profile image

        David T 5 months ago

        Just received a long call from someone purporting to offer a Directv existing customer offer (I have been a Directv customer for 3 years and currently pay over $300/mo, including my hi speed internet): I can get the Premier Package for 2 years (without a contract) for $199.99/month, plus receive a $100 gift card from Amazon. In order to receive this deal I must prepay the first 2 months ($400) by purchasing an Amazon gift card and using it to pay that amount before 10pm tonight. I am to call customer service at 888-258-1896 and use Promo Code DTV2017-177.

        Is this legit? If so, is this a good deal?

      • profile image

        Ambet 5 months ago

        How do I get extra boxes without being charged....

      • Fenixfan profile image
        Author

        Jesse James 5 months ago from Crooked Letter State

        I am not familiar with that rep type, but they are definitely not on the lowest tier. It sounds like what we used to call a case manager, which was someone that was solely assigned to a limited amount of customers in order to provide the customer with a rep that was aware of their issue(s). I would imagine that the in home expert would be trained in more detail with the installation and how to fix any problem that may arise with the installation. It sounds like a newer position that was assigned after AT&T and DTV merged because of the internet variable. If you could tell me what led to being assigned an in-home expert, I may be able to tell you more about what their rank is.

      • Fenixfan profile image
        Author

        Jesse James 5 months ago from Crooked Letter State

        There is probably a lot more you can do now that AT&T is in charge. They have several different deals/plans you can take advantage of especially if you have phone service with them as well. They have a plan for customers with cell service and tv service that allows for free HBO that you should definitely look into. As far as upgrades go, if you haven't had one in the past 24 months, you can definitely get one for free. Are you referring to your AT&T box as your router perhaps? If so, they usually will upgrade those for free. You would just need to tell the tech before they schedule the work order so the install tech brings a new router with them. Without knowing exactly everything you have as far as cell phone, internet and satellite service goes, I can't really give you an idea of what you could possible get as far as a deal goes. If I were you, I would make sure you have everything bundled. If you have cell phones, internet and satellite, make sure they are all on the same bill. If not, then definitely call and get them bundled and you will surely get a bigger discount.

      • profile image

        Barbara 5 months ago

        We have been with DTV, as I say to them since bc (before cable). We were recently informed of a free equipment upgrade. Only sport we do is cars and drag racing. Will they trade movie channels for sport package, my father-in-law wants his cowboy channel back. We have Amazon Prime but I want HBO back also. Any suggestions? I don't think any loyal patron should be paying much over $100 a month for TV. Also, just a note that every time they came out on a service call, I had to repair what they did. They would not set up the box in our detached shop, so I did that myself also. We are still paying for DVR and HD. I guess it's time to work a deal again. Do you think I could upgrade my AT&T box at the same time? Internet is really slow.... Bottom line is this loyal customer wants it all, for less. Any suggestions, nice former tech?

      • profile image

        kevinkub 5 months ago

        where does the in-home expert/integrated solutions rep rank and what are they supposed to do for the customer?

      • profile image

        kevin 5 months ago

        where does the in-home expert/integrated solutions rep rank; and what is he supposed to do for the customer?

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