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

        lyn 

        2 weeks ago

        Hi I have a two parter here..

        1) we have been both d-tv and at&t costumers for 10+ years. we havent upgraded our reciever in about 3 years.. we upgraded to what at that time was a top of the line HR44/700 which had 4K capabilities (we where told) we where charged 300.00 for this giant paper weight that lowand behold doesnt get 4K...How can i upgrade the reciever while not on a protection plan with out paying an arm and a leg..

        2) Our current package is retired we have the free HBO for life with 25.00 as long as we have att and dtv, We have the Select package with a locked in price of 53.41..with all that info being said we can not get the 4k stations for free like the new customers are being offered is there a way that we can get the same offers as new customers without losing our current rates...

      • profile image

        Mary 

        3 weeks ago

        Hi,

        I recently signed up with direct tv a month ago. I signed up at the farmers market with a representative. They did not offered me the $200 visa gift card for signing in with direct tv. Is there anyway i can still get it for being a new customer?

      • profile image

        skiilady 

        5 weeks ago

        The guy that installed our jeni didn't tell us anything as to regards on how to use the remote. We just want to get the best out of what we got.

      • Fenixfan profile imageAUTHOR

        Jesse James 

        6 weeks ago from Crooked Letter State

        Hi Rhonda. Technically, you aren't doing anything wrong. The only thing to take note of is whether you are under contract. If you are under contract on your name and let your service lapse or become past due, DirecTV could limit services until that balance is paid. As for letting your service expire and just resigning back up for DirecTV, there isn't anything they can do to stop you as long as you meet their credit requirements and pay your bill on time. I actually wrote an article on just that (resubscribing every two years) in order for people to save more money by getting the new subscriber discounts.

      • profile image

        Rhonda 

        7 weeks ago

        Jesse, I've got a possibly unusual question. Our service is costing almost $300/mnth. We've had DTV for 8 years or longer and the only thing they want to offer is receiver upgrades. My husband had the idea to sign up under his name. (Service is still active under my name.) He signed up online just to see if it would let him since there is an active acct at our address & got the same package plus Sunday ticket for $150/mnth with install scheduled for this Saturday. If I let mine disconnect before install will there be any issues with DTV?? Can DTV catch onto what we are doing & cancel installation or disconnect service after installation?

      • profile image

        Dan 

        7 weeks ago

        Has anyone had issues with the TV constantly freezing? I have been with DirecTV for 7-8 years now. About a year ago I upgraded to the new Genie 2 system. Since then my service has been terrible. I have had guys come out multiple times and now they are sending yet another new tower. Hopefully it works, if not, what can I do? The TV probably freezes at least once or more every 15 minutes. Sometimes for a couple seconds, sometimes for a minute or two. A lot of the time, it will also then search for signal and restart. I also have issues where the sounds comes in muffled. I have to change the channel and go back and it's fine, but it's really annoying. Has anyone else had any of these issues? If so, how did you resolve them?

      • profile image

        Kevin allen 

        8 weeks ago

        What is the one time forgiveness program for direct tv

      • profile image

        andersonia 

        2 months ago

        Thanks so much for the advice Jesse! I have been a customer for 8 years and have had a number of $5-$20 credits generally adding up to around $50/mo for the past couple of years. A retention rep told me once that I would be better off letting all credits expire and then calling back. My last $10 credit just fell off and I called in the next day and the retention rep immediately offered me $75/mo off for 12 months. My bill is now $60/mo. I also asked about Sunday Ticket (have had it at half price every year except last season I did not have it) and they gave me Sunday Ticket Max for free for the season too. It really seems hit or miss but this time it took me less than 10 minutes to get my best offer yet.

      • profile image

        jtw 

        2 months ago

        Thanks for this information, Jesse. I just called and cancelled my service. I have been with them since 2012. I have the extra package, showtime and NFL ticket. They offered $75 off a month for the next 12 months. I declined and they processed my cancellation. Didn't make another offer or transfer for me. If I hear from a win back rep I will update.

      • profile image

        XBoxJon 

        2 months ago

        Thanks for the article, hadn't called retentions in a long time (15yr customer) and my bill had gone from $90 to $135 (Total Choice, 4 HD DVR's... 3 old ones, 1 genie) due to old discounts falling off. Was going to switch to Spectrum Cable (I pay $85/month for 200Mbps internet and home phone from them, can add one DVR for $15/month and stream with their app on the other TV's for 12 months, then it goes up to $48).

        Anyway, retentions offered $50 off for a year, 3 months of premiums, and Sunday Ticket. Sold, for another 12 months... still more expensive than cable, but I have 4 DVR's with tons of content I didn't want to get rid of, plus not having to stream on TV's and the hassle that can be sometimes is worth the extra cost.

      • profile image

        MagnumJoe 

        2 months ago

        Thanks Jesse, I went ahead and stayed with DirecTV and glad I did. With a 55.00 discount for 12 month discount my bill is about 64.00 which isn't bad. Perhaps when the promotion is over, they'll offer me another one. If not I may come back to DirectNow, their service works pretty good on my AppleTV and maybe by that time they should have a better service, more channels & more than 3 devices to stream on at at time. Time will tell. Thanks again.

      • Fenixfan profile imageAUTHOR

        Jesse James 

        2 months ago from Crooked Letter State

        It is possible to get stacked discounts, especially if you have the Sunday ticket or are thinking about getting it. There are many customers that call in each month to ask about current discounts. If you have the time, try calling at least once a month. Something usually pops up eventually.

      • Fenixfan profile imageAUTHOR

        Jesse James 

        2 months ago from Crooked Letter State

        Firstly, I agree. Customer service has taken a turn for the worse since the at&t takeover. Depending on where you live, installation dates could be affected by population and/or if any installation companies have stopped subcontracting for Directv. If talking on the phone is getting you nowhere, try using the chat option on the Directv website. Those guys and gals are very helpful and usually more competent than telephone reps. If I ever have inquiries about Directv, the first place I go is to their website. There will usually be a chat option that pops up once you go to their site. If you let me know where you are, I could see if i can find out what the trouble is with the delayed service.

      • Fenixfan profile imageAUTHOR

        Jesse James 

        2 months ago from Crooked Letter State

        The only disadvantage I can think of is equipment replacement. If the local technician isn’t subcontracted by Directv, the protection plan may not pay for a replacement receiver. For installation, local guys are usually fine. Basically, if they are certified to install Directv equipment and can activate it for you, you will be safe.

      • Fenixfan profile imageAUTHOR

        Jesse James 

        2 months ago from Crooked Letter State

        Unfortunately, win back reps can only call you with those offers. You can still probably find one of the Visa card offers. I actually got one in the mail the other day. You can always try to call the main line and tell them that you received the offer and they may have a department to transfer you to which will probably be winback.

      • Fenixfan profile imageAUTHOR

        Jesse James 

        2 months ago from Crooked Letter State

        Hi, Joe. Your question is a bit hard to answer. I’ve lived in Florida before and know how the weather affects signal. It’s hard for me to recommend switching to Directv Now just because of my experience with the service. Directv Now is simply behind schedule as far as providing convenient apps for gaming consoles, which is how many people choose to stream media. The only suitable way I could watch Directv Now was via PC by streaming it via my Google play device. If you have had a good experience with streaming Directv Now, I would lean towards the streaming service. One upside of the streaming service is that you won’t have many service outages, like you said. The only advice I could suggest is to make sure you won’t incur any cancellation penalties. If you haven’t had a receiver upgrade over the last two years, you should be okay. Another thing to mention is that Directv Now features different promos for new subscribers each month. I have been able to get three free roku devices by using different cards and email addresses. Once you run out of payment options you will be stuck with paying the regular amount, but I look forward to seeing Directv Now offer discounts for customers to try to compete with companies like Netflix and Amazon. I guess I’m saying, if it was me I would probably just dive on into the streaming option. Check out their different plans. You may find that there is an even better option for you and be able to use another cheap streaming service as well.

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        dansmail26 

        2 months ago

        Is there any advantage/disadvantage of using a local dtv company? the local guy says no disadvantage plus he offers free service calls.. why not use him?

      • profile image

        dansmail26 

        2 months ago

        I was a customer a few years ago. they keep sending me $300 visa offers. I am going to go back, is there any way at all to get with a 'win back' rep?

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        MagnumJoe 

        2 months ago

        Wow ,there’s tons of information on this site, thanks for putting it together. I thought this would the perfect place to ask a couple questions. I’m on my second go with DirecTV this time around I’ve been a customer for close to 4 years. Like many of you, I called to cancel and spoked to someone in retentions. They offered me a total 55.00 off my bill for a year which bring it down to around 77.00 per month including taxes. On the flip side, I wanted to experience DirecTV Now, so I suspended my service to try it out. I’ve used DirecTV Now for about a month and for the most part pretty satisfied, yes it does have so glitches as does DTV with thunder storms rolling in every afternoon here on the gulf coast of Florida. With DirecTV Now I still get most of my channels with the 40.00 package, so you’d think that’s a big saving, well after upgrading my internet data plan to what I need, the prices are about the same with the 55.00 discount. So, my question is this. Do I cancel now and hope I’ll continue getting the discount after 12 months or cut the cord now and be done with satellite. What would you suggest?

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        Indiana Jones 1 

        2 months ago

        Sure will. If I do, I'll definitely let you know. Thanks for all your input!

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        HollaDog 

        2 months ago

        I've been desperately trying to schedule an install appointment to add additional receivers to my account. In the past I would call order the equipment and schedule the appoint. Now it's order the equipment and then "somebody will call you with in 72 hours to make an appointment" I receive notifications on my account to schedule an appointment and get the response that nothing is available, same with the automated phone system and same when talking to a rep. It's ridiculous because how is nothing available???? I use to be able to schedule out 2 months in advance if I so wanted. It's so frustrating. As I'm typing this I'm on hold to speak to a supervisor. The customer service has completely fallen off a cliff since ATT bought DirecTV. Is there any secret to actually be able to schedule an appointment to have a tech come to your house something that use to be so simple and something I took for granted as part of customer service.

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        Tony 

        2 months ago

        I was able to get a $60 monthly discount for 12 months, last year I got almost $100. Rep said because of the changes. Do you think I can still get another discount on top of that? I was hoping for at least a reduced price on the Sunday ticket.

      • Fenixfan profile imageAUTHOR

        Jesse James 

        2 months ago from Crooked Letter State

        Correct. Theoretically, it would be after the receivers are returned. If I remember correctly, Directv will send you postmarked boxes to ship back the receivers within 2 weeks of cancellation. It takes another week for the receivers to get back to them and be processed. So, you are still looking at nearly a month without service. If you have any kind of streaming services like Netflix, this is a great money-saving method to do every two years. Honestly, a lot of people overpay because they don’t take advantage of this loophole. The new customer promotions are heavily discounted and even come with additional programming like NFL Sunday ticket and premium channels for a few months. It’s not a long term discount. You are just being discounted for the first year, but you still end up saving more than you would with a 30% discount over time. If you bundle your at&t back with your directv, you save even more. For now, this is the best money saving technique for directv service. It takes a little extra time and effort (making sure you are at home for the installation and going without service for a few weeks) but if you have high speed internet and can use a streaming service for the few weeks you are without service, this is the way to go. As far as your directv installer friend goes, that is great. You have someone you can contact for specific installation dates. Honestly, you don’t need a certified technician to come out because all of the cables are already installed. It would just be installing new receivers and activation. Let me know what you decide to do. I would love to be able to add a neutral review to the article for this process so others can see that it is legitimate if you choose to do so.

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        Indiana Jones 1 

        2 months ago

        Thanks for doing all this research! So if I cancel, I'm deleted from their system immediately? They won't be able to see that I was ever a customer? That's strange. But good. I assume that's after I send back all my receivers. So theoretically it couldn't be "next day", right?

        My friend is a contracted installer and he set me up originally. He said that I would go through him again and he would get my receivers, do the install, etc. and bill DirecTv so there would be no need for me to even get DirecTv involved. Good or bad?

      • Fenixfan profile imageAUTHOR

        Jesse James 

        2 months ago from Crooked Letter State

        After speaking to "New Customer sign up agents", I confirmed that once you cancel your services you can resubscribe the next day. I gathered this information via research. New customer sign-ups are a different department than technical support, which is what I did when I worked at DirecTV. It makes sense that there is no waiting period because once service is terminated and everything has been paid for, your account isn't kept on record. A new subscription can be done for the same location with the same information. The biggest downside of resubscribing is that you "essentially" become a new customer. You won't have loyalty discounts or anything that you've had in the past until you stay with DirecTV for another 5-10 years. The postive side of deciding to resubscribe is that since AT&T took over, Loyalty customers haven't been valued as much as they were in the past. New customers get free premium channels for at least 3 months but sometimes for a year, depending on which promotion is being offered at the time of sign up. New customers only have to pay about half of what long-time customers pay for the first year. Sure the second year will cost more, but if you calculate everything out, you only end up paying about 66% (over a two year period) of what 2 years of regular pricing would be.

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        Indiana Jones 1 

        2 months ago

        Don't apologize! I am so thankful I'm able to correspond with someone who tells the truth! Greatly appreciated! I guess I'll just have to make up my own mind whether to get the HS17 or not, and whether or not to cancel/restart service.

        Speaking of which, what is the timeline of canceling service then restarting as a new customer? It's got to be at least 30 days, right?

      • Fenixfan profile imageAUTHOR

        Jesse James 

        2 months ago from Crooked Letter State

        I'll try to address the rest of your questions in this reply. #1) Yes, you would lose your recordings if you chose to upgrade to the HS17 or resubscribe. #2) You should be able to bundle your AT&T again and get a similar if not better discount. #3) You should be eligible for an upgraded receiver if it has been at least two years since you have had a receiver upgrade. #4) Usually, DirecTV will send the latest receiver when an upgrade is requested. You can request to specifically have the HS17 receiver installed. This shouldn't be a problem. Install techs can order specific receivers to install at any location. #5) I don't see any way around losing your recordings if you choose to upgrade or resubscribe. That would ultimately be a preference decision by you to determine which is more important to you, dealing with a slow receiver and paying more than you are willing to pay for service. And lastly, I would "assume" that the mini genies are compatible with the HS17, but I could be wrong. I have inspected an HS17 installation in person before. I apologize if these answers aren't what you wanted to hear, but I can guarantee you that these are very similar answers that you would receive if you spoke to a CSR over the phone. If I've missed anything, feel free to let me know. I'm always willing to answer any question that I can to help you. Thanks for reading and thanks for your questions. Inquiries help others with similar problems. So, feel free to ask anything anytime.

      • Fenixfan profile imageAUTHOR

        Jesse James 

        2 months ago from Crooked Letter State

        Well, my answers are definitely not going to be what you want to hear. I ran into this type of problem/request on a daily basis when working as a CSR. The receivers with DVR capability are always slower after a period of time. The receivers with HD as well tend to become slow over time. It's not necessarily the number of recordings you have on the receiver that makes it perform slowly. These receivers are somewhat like computers. If you were to leave your computer on for a long time without restarting it, it would begin to lag. I'll not claim to be a technical genius and say that I understand all of the workings of these receivers, but I did get the impression that most, if not all, DirecTV receivers are not equipped with sufficient cooling systems. It is my belief that the receivers becoming too hot it what causes them to lag in most cases. I will tell you exactly what we were told to tell the customer when they called in with this concern. Reformat your receiver. This was almost always a hot-button issue. People didn't want to lose their recordings and this would definitely erase all of your recordings. On the other hand, it would make the receiver much faster every time. The only other suggestions that I know of that have been proven to increase loading speed is receiver resets and making sure there is plenty room around the receiver for it to take in air in order to cool the receiver. HS17 receivers have received a lot of complaints. That's ordinary for a new receiver though. The Genie was despised after it was first released. When new receivers meet quality specifications they are rolled out, bugs and all. In fact, the Genie has just recently resolved most of the bugs that plagued it. I would say, expect the HS17 to frustrate you at first, but patches are sent out via satellite to fix any technical issues over time.

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        Indiana Jones 1 

        2 months ago

        I also wanted to know if you have any opinion on the HS17. I don't have any 4k tv's but like I said my HR34 is a piece of crap. I will go through my playlist, pause a program, go to the guide, whatever, and almost every function takes 45 seconds for it to register at times! It's utterly ridiculous. This was happening even when I had a lot more than 10% space left. What are the odds of them giving me that receiver for free? I don't want all the clients that come with it, I only need the one and would keep my other existing boxes as-is. Would I have to cancel/resubscribe (or at least threaten to cancel?) to better my odds of getting that receiver?

      • profile image

        Indiana Jones 1 

        2 months ago

        No, I really don't remember the reason for the credit. And I didn't know by accepting the free premium channel had any bearing on my bill possibly being lowered. I almost always call every month and see what they have to offer. I always thought they are giving me the best promotion available at the time.

        I was thinking about canceling/resubscribing but the only thing is they may want their equipment back and I have tons of show (less than 10% disk space :-) and would have to start from scratch. How long would I have to wait to re-subscribe if I cancel? Days? And do you know if they would require all my boxes back? I've been a customer for more than two years and hence my equipment isn't the newest so I don't know if they'd want them back or not. My installer buddy said they may or may not want them.

        Also, I have ATT internet and would lose the bundle discount if I canceled DirecTv so I wonder if I re-subscribe they would reinstate the discount.

        Sorry for all the questions! I have more,but will create a different post for them!

        Oh, I clicked on your article about canceling/resubscribing and I got the 404 page not found.

      • Fenixfan profile imageAUTHOR

        Jesse James 

        2 months ago from Crooked Letter State

        Do you remember what the reason for the $30 credit was? In other words, did they say it was a loyal customer credit or a promotion? As for what the representative said, promotions for each customer rotate on a quarterly basis. A lot has been changing recently with promotions available because DirecTV is pushing their streaming service. Unfortunately, DirecTV Now is not as fluid as Netflix or the other main streaming services. I expect that to change within a year, but for now, I don't strongly recommend trading physical service for the streaming service. It is important to advise that you not accept a free month of Showtime if you are interested in lowering your bill. CSRs are reluctant to give out several promotions. If you expect to keep DirecTV for an extended period of time (another 2 years at least), you can always check out the promotions for new customers. If you cancel service and resubscribe, you become a new customer and are eligible for new customer promotions. Things to consider before doing this is your credit standing and schedule. It's a little time-consuming but you can save a lot of money by doing it every two years, especially if you are having to pay the regular price each month. I wrote a short article about canceling and resubscribing if you want to see if it is something that may interest you "https://hubpages.com/frugal-living/How-To-Save-Mon...

      • Fenixfan profile imageAUTHOR

        Jesse James 

        2 months ago from Crooked Letter State

        Oh, Indy. You've made me laugh. You and I share the same mindset. I do not think there is a way to bypass this notification, but I have been wrong once before. I have several edits I have been meaning to add to this article but have not been able to find the time to add them. I did a quick search for your receiver model but didn't turn up any useful information about the inquiry you requested. I don't have the HR34, so I could be missing something. If you'd like to scour through the manual I referenced, you can visit https://www.manualslib.com/manual/446941/Directv-H...

        This is a safe site to visit (scanned by an up to date virus protection service). You can either download the PDF file or browse through it online. There may be something in there that can help you, such as some way to turn off notifications. I'm sorry I couldn't be of more help to you. Watch out for snakes!

      • profile image

        Indiana Jones 1 

        2 months ago

        I am a long-time customer. I was given a $30 credit last year which expired this billing cycle. I called them up (as I do every month) and ask what promotions they have, etc. I called yesterday and asked if I could get the same promotion (to get my bill back down) but she said she went through all the promotions for existing customers and all she could give me was 30 days free Showtime. She said to call back Sept. 1st and see what promotions are at that time. I really want my bill to be lower; I can live without free or discounted channels. If there's no $ discounts for me next month, what do you recommend I do? Thanks!

      • profile image

        Indiana Jones 1 

        2 months ago

        Hi Jesse.

        Is there any way to get rid of that annoying "you have less than 10% space available" warning? I KNOW how much space I have left, you don't need to tell me every single time I go to my playlist! Please tell me there's a way to disable this! Oh, and I have the dreaded HR34 receiver.

      • Fenixfan profile imageAUTHOR

        Jesse James 

        2 months ago from Crooked Letter State

        If that option is available to you, I would definitely recommend it. All calls are recorded by Directv customer service and can be used against you. So, why not flip the tables if you have the opportunity.

      • Fenixfan profile imageAUTHOR

        Jesse James 

        2 months ago from Crooked Letter State

        Hi, Bob. In response to your question, yes Directv can require you to perform another credit check upon a moving your installation. This is one of those things that are in the fine print of the contract you signed when the technician installed your equipment. Why Directv requires a secondary credit check after you've been a customer is beyond my understanding.

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        Bob 

        2 months ago

        I’m in the process of moving and directv is saying that they need to do a credit check before they can authorize the move. If I don’t authorize the credit check, I can’t move service and I have to pay the cancellation fee. Can directv force a customer to authorize a credit check just to move or make them pay the cancellation fee for refusing?

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        Amy 

        3 months ago

        When trying to negotiate with the CSR over the phone, do you think it would help my case if I record the conversation just in case DirecTV doesn't deliver on any of the offers promised over the phone?

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        Adam 

        3 months ago

        Hi. Thanks for the info.

        I just got directv about 4 months ago. I initially got the Select package. I was wondering if there was a way to upgrade to the entertainment package without paying through the nose.

        Thank you

      • profile image

        guy 

        4 months ago

        i have been with directv 18 years and call all the time they lower my bill and I get free movies.for what they charge I deserve it.

      • Fenixfan profile imageAUTHOR

        Jesse James 

        4 months ago from Crooked Letter State

        Yes. I have heard of this happening on more than one occasion. While there may be a promotion that allows a customer to upgrade to the Genie without committing to another two-year contract, the installer may not be aware of that promotion. Unfortunately, the customer usually signs the contract before contacting DirecTV first or having the installer contact DirecTV. I'm sure there is or has been a promotion to upgrade to the Genie for free without entering into another two-year contract but DirecTV probably isn't too upset that some customers go ahead and enter into a new contract. If you are one of these unfortunate customers, I would strongly urge that you contact DirecTV to submit a claim. You may be able to back out of the contract if there is a noted promotion in your account notes.

      • profile image

        rich 

        4 months ago

        have you run into reps promising a no contract upgrade to Genie, only to find the service tech has the customer sign a 2 year contract?

      • Fenixfan profile imageAUTHOR

        Jesse James 

        4 months ago from Crooked Letter State

        Unfortunately, no. Once your bill has become past due and your service has been terminated, DirecTV will not restore your service until the full payment has been made on the past due bill. This policy may have changed since the AT&T takeover. I would suggest speaking to someone in the billing department. There may be a loophole they can use to extend your payment which could result in late payment charges.

      • profile image

        Diane colley 

        4 months ago

        After directv shuts off your service can it be turned back on without payment I was trying to set up arrangements when it was cut off anyone I can talk to

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        Lee 

        4 months ago

        I’ve been Direct tv since 2002. My bill went up 50.00. After reading all of this I called and was only offered 20.00 off bill. Told them I wanted to cancel, he had no problem with canceling and didn’t try to keep me as a customer. I set my cancel date for 5 days from now to see if the recovery team will call. Fingers crossed cause I don’t want to go back to cable.

      • Fenixfan profile imageAUTHOR

        Jesse James 

        5 months ago from Crooked Letter State

        Hi Tim. It's true that the empathy levels have taken a turn for the worse over the past few years. They weren't many CSRs like myself even when I was working there. The fact that we were expected to show empathy but not really offer anything to help our customers out was one of the biggest reasons I quit. Fortunately, I took a lot of information and loopholes with me. In your case, if you are looking to get free NFL Sunday Ticket, the best option would have been to cancel your services and re-signup with DirecTV and get the free NFL Sunday Ticket offer that they proactively offer for new members. Once you have ended/canceled your subscription you will be considered a new customer. You will be able to get the NFL Sunday Ticket for free. You will enter into a 2-year contract, but you'll only be paying what you were currently paying for the previous years, plus you will get a huge discounted price for the first year. You actually save a lot of money by doing this every two years versus staying a loyal customer for several years. I understand if you are still sore at DirecTV and don't wish to take advantage of this offer. Many subscribers have chosen to cut their cable and find different means of television entertainment. This is just something to think about if you want a free year of NFL Sunday Ticket.

      • profile image

        Tim300 

        5 months ago

        Those certainly sound like some generous offers from DTV. I'm sure they are available, but let me tell you my experience.

        I'd been a customer since 2000, so 18 years, with a typical monthly spend of $140-$180, depending on season. Last August I decided that I would ask for the Sunday Ticket package to be comped. Keep in mind that I'd paid full retail the previous couple of years, and had not used a single retention dollar in over 5 years. So, I called the normal service line, and politely asked if I would be able to get any deals or discounts on Sunday Ticket. I was offered a special, just for me, price of $64.99/mo for 5 months (I think, forget the exact numbers, but it was the list price). Politely refused, called back, got the same offer. Asked that rep if I qualified for *any* discounts or offers, especially given my tenure. All he could find was $10 month for 6 months. Wow. Such a deal. That, on top of the annoying rain fade and abysmal performance of my HR24s, was the final straw.

        Called back the next day, asked to cancel, and was promptly forwarded to retention. They thanked me for being an 18 year customer, and asked why I wanted to cancel. I explained that if I didn't warrant any offers/discounts then I didn't feel like a very valued customer. She apologized for me feeling that way, and then asked me which day I would like the cancellation to be effective. Not a single attempt to retain or negotiate.

        I think maybe 1 - 1.5 months later I got a very mediocre "we miss you, come back" offer in the mail. It worked out to about $10/mo discount on service for the first year, no gift card or other enticements, and a 2 year contract. Again, no thanks.

        So, either I got a bunch of D* reps on bad days, or my account is blacklisted, or something :-) Like everything, YMMV.

      • Fenixfan profile imageAUTHOR

        Jesse James 

        5 months ago from Crooked Letter State

        AT&T does have the right to retire any package if you are not under contract, but with the competition so stiff right now I would imagine they would accommodate you as much as they can. The NFL Sunday Ticket may be offered at a discounted price as long as it remains controversial with player antics. If you have been a long-time customer, you can probably call DirecTV and see what packages remain available to you. When I worked there, we did have grandfathered packages, but I have heard that many of the old standards have been changed since the AT&T takeover.

      • profile image

        Greg Maliska 

        5 months ago

        Can ATT/Retire discount customers bargain down,etc. their account,Directv says I'm out of contract. I currently have the choice package with no charge for eqpt and NFL ticket at $88 per month..

      • Fenixfan profile imageAUTHOR

        Jesse James 

        5 months ago from Crooked Letter State

        Hi John, and thank you for your comments. The mini-receivers are essentially another tuner. In other words, they do sorta piggyback off of the main receiver but you are still able to watch whatever you want.recordings are available via all mini receivers. The mini-receiver is still a good idea for a guest house if you don't mind having someone view your recordings. I am assuming you are talking about the "Genie", which can support up to six mini genies. If you only saw this option available online and were wanting to add another main receiver, you should be able to do so via phone with DirecTV. The Genie receiver is being proactively pushed but other receivers can still be added to accounts. The extra receiver fee would only be $10 in this case. Let me know if there is anything else I can help with.

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        John C. 

        5 months ago

        Thank you for all your tips!!

        I was thinking of signing up for one of the packages but noticed that we only have the option to get a “main” receiver and then up to 6 “mini” receivers. Do the mini receivers piggy back the main receiver? Or can the mini receiver run without the main receiver. Reason being that we have a guest house that we would like to get another main receiver. Thanks in advance!!

      • Fenixfan profile imageAUTHOR

        Jesse James 

        5 months ago from Crooked Letter State

        Hi Marc. It sounds like they are just passing you around until you get tired and forget about the complaint. Customer service and tech support are basically the same things, so they are not dealing with your problem correctly. I know that for a fact. What DirecTV will have to do is open a claim against the install company, but DirecTV is responsible for the reparations even if they try to avoid them. This is a difficult problem for a low tier CSR to handle. The best suggestion I have for you is to speak with their supervisor, as this is not an uncommon happening. The CSR should have immediately transferred you to their supervisor since they don't have the power to reimburse you anything anyway. As far as what kind of compensation you can get, that is somewhat up to you. Most likely, a supervisor will try to offer you some free premium programming, although you could luck out and get a bill credit. Either way, a supervisor will have more options as far as giving you compensation for your time without internet service. If a claim has been opened, ask the supervisor the details of the claim and if you should contact the service company that installed your DirecTV setup. Situations like yours are hard to deal with because they are, not only, he said she said allegations but also done via different channels. DirecTV ---> Installer ---> Customer. That middle-man can cause a lot of problems because neither DirecTV nor the installer wants to shell out money for a mistake. It's easy to point the finger at each other in their cases. So, try to call again and speak with a more tenured supervisor and see if you can get any closer. Small tip: They want to get you off of the phone as soon as possible because it affects their performance statistics. Take as long as you need to ask several questions and write the answers down on a sheet of paper. If you get nowhere with this recommendation, look up the Better Business Bureau phone number and file a claim. Have the claim number handy and call again to protest once more. I have known many people to get quick results after a threat from the BBB.

      • profile image

        MarcSCR 

        5 months ago

        Hey Jesse. Love the site, thanks for all the good info. Need some advice. We recently moved and transitioned our DirecTV service and got some great deals. The downside was that the tech that came cut our internet cord coming into the house and replaced it with the DirecTV cord to run the TV signal in from the dish....then lied about doing anything. Had to get Mediacom to come back out and tell us what happened. Luckily, they didn't charge me anything, but I was without internet for several days during move-in. When I called DirecTV they pass me back and forth between technical and customer support. They finally had me submit a claim despite no financial expenses on my side. And the company handling it is not AT&T. I'm super angry about the whole situation. Who should I go to? Customer Support tells me I have to speak to Tech and Tech says I have to speak to Customer Support. Thanks!

      • Fenixfan profile imageAUTHOR

        Jesse James 

        5 months ago from Crooked Letter State

        Hi Jessica. I'm sorry to hear you are being given the run-around. I have encountered similar situations before. Your current situation is difficult because there is a middle-man (the installer). If I'm being completely honest, most cases like yours end up having a case manager assigned to them. This, however, could take up to a week to be fully resolved. The best information I could give you would be to call again and ask to speak to a supervisor if you haven't already. A run-of-the-mill customer service agent won't be able to override any charge, so you would need to speak to someone with the power to do so. This seems like it would fall under a billing dispute, so I would suggest speaking to someone in the billing department, then ask to speak to their manager if they don't have the authority to override a charge on the bill. On the other hand, I wouldn't advise you to get your hopes up about being able to get service before the 72-hour time-frame they quoted you. What will most likely happen, if they don't instantly restore your service, they will credit your bill for three days of service, meaning you'll only save a few dollars off of your current bill. It is important to note that if you remain patient and are able to finally be connected to someone with the authoritative power to remove a cost from your bill, you may be able to have your service restored instantly. This is the kind of calls I dreaded because there wasn't much I could do as a customer service technician. So, if you haven't spoken to a supervisor yet, you most definitely should. If you spoke to a technical supervisor they may not have had the authority to remove a cost from your bill, whilst a billing supervisor may or vice versa. It's a tedious and frustrating cycle, I know, but if you can bear through different transfers and talk to a few different agents you may actually be able to find someone that knows how to override your current situation. For reference, you can notify the supervisor you speak to that the charge was done by mistake and should be charged back to the service installation company. There is a case order they can open to charge the subcontractor for the charges they placed on your account. An ordinary CSR can open a case order, but they won't be able to override the charge and authorize your services. Make sure you speak to a supervisor for this. I realize this may not help much, but let me know if I can help with anything else.

      • profile image

        Jessica 

        5 months ago

        We are about fed up with DirecTv again...a little back story...a little over a year we cancelled our service because our bill more than doubled. We weren't transferred to retention or anything just cancelled and boxes sent, we weren't in contract. We connected with another provider and had the "win back team" calling to win us back. After coming to an agreement we reconnected. We literally just plugged all our boxes back in and they turned it on....now fast forward a year later, I knew my bill was increasing(fine I get it) but i now get a surprise installation charge a year later that we were promised we wouldn't be charged for, not only do we get charged but they threw it on the acct after the current billing cycle putting it showing as "past due" the same day it was applied! My actual current service bill isn't owed until the 5th but my service was disconnected today 6/1 bc of that installation charge! My husband called in and argued it they agreed it wasn't supposed to happen and it will be removed from the acct but that my service won't be reconnected for 72 hours UNLESS I go ahead and pay that "past due balance" that isn't supposed to even be there!!! So all of that being said my question would be who should I ask to speak with because this is not ok!? I shouldn't have to pay because of someone else's mistake.

      • Fenixfan profile imageAUTHOR

        Jesse James 

        5 months ago from Crooked Letter State

        DirecTV Now is a good service. The DVR option is being rolled out currently to a cloud-based service. It is, however, still in a beta testing phase but DVR will be available in the future. The Music Choice and Local Weatherscan can be easily supplemented via the internet with other devices, or you could try some of the other great free music service apps. Whether DirecTV Now is a better choice for you versus cable depends mostly on the cost of your current cable subscription. SlingTV, honestly, is a good bit cheaper than DirecTV, but they also don't offer every channel that DirecTV Now does.

      • profile image

        ap 

        5 months ago

        thanks, very interesting! We had Direct TV 10 years ago for a few yrs until our apt bldg. switched us to Comcast. We much much preferred Direct TV but have no choice now..But wondering if you have any info on the Direct TV Now vs cable. I think the biggest drawbacks sound like no DVR and no Music Choice and no Local Weatherscan. Any insider advice? thanks!

      • profile image

        Tom 

        6 months 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 imageAUTHOR

        Jesse James 

        6 months 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 

        6 months ago

        Thanks Jesse

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

      • Fenixfan profile imageAUTHOR

        Jesse James 

        6 months 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 imageAUTHOR

        Jesse James 

        6 months 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 

        6 months 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 

        6 months 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 imageAUTHOR

        Jesse James 

        7 months 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 

        7 months 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 imageAUTHOR

        Jesse James 

        7 months 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 months 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 imageAUTHOR

        Jesse James 

        7 months 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-...

      • profile image

        Seward Osborne 

        7 months 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?

      • Fenixfan profile imageAUTHOR

        Jesse James 

        7 months 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.

      • profile image

        Chris 

        7 months 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?

      • Fenixfan profile imageAUTHOR

        Jesse James 

        7 months 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.

      • Fenixfan profile imageAUTHOR

        Jesse James 

        7 months 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.

      • profile image

        Amy 

        7 months 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?

      • profile image

        Billmt 

        7 months 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?

      • Fenixfan profile imageAUTHOR

        Jesse James 

        7 months 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.

      • profile image

        Junior 

        7 months 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.

      • Fenixfan profile imageAUTHOR

        Jesse James 

        7 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.

      • profile image

        Brittany J 

        7 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?

      • Fenixfan profile imageAUTHOR

        Jesse James 

        7 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.

      • profile image

        LT 

        7 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.

      • Fenixfan profile imageAUTHOR

        Jesse James 

        7 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.

      • profile image

        Andrew 

        7 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.

      • Fenixfan profile imageAUTHOR

        Jesse James 

        7 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.

      • profile image

        Carol Pierce 

        7 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.

      • Fenixfan profile imageAUTHOR

        Jesse James 

        7 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.

      • Fenixfan profile imageAUTHOR

        Jesse James 

        7 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.

      • profile image

        Rick Bell 

        7 months ago

        Jesse,

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

      • profile image

        Danimal 

        7 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?

      • Fenixfan profile imageAUTHOR

        Jesse James 

        7 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.

      • profile image

        Mike 

        7 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.

      • profile image

        LT 

        8 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.

      • profile image

        RobertM 

        8 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.

      • Fenixfan profile imageAUTHOR

        Jesse James 

        8 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.

      • profile image

        Mary 

        8 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!!!

      • Fenixfan profile imageAUTHOR

        Jesse James 

        8 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.

      • Fenixfan profile imageAUTHOR

        Jesse James 

        8 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.

      • profile image

        rctech 

        8 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

      • Fenixfan profile imageAUTHOR

        Jesse James 

        8 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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