Contributor
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4 Messages
Long time streaming customers being punished
I have been a customer with DirecTV Stream since November of 2016 when the service launched. This means that I have seen the service go from DirecTV Now to AT&T TV Now to DirecTV Stream. I have also had the same package since its inception (the "Live a Little" package). Granted when I started I was only paying $25 per month after a $15 credit for having some ultimate phone plan, and today that same plan is $65 a month with the discount but no new channels added. Wonderful deal, right?
So let's talk about today. I want to upgrade to the new DirecTV Stream Ultimate Package which gives you 140+ channels for about $110 per month. Granted, I'm going to have to add (2) additional channels (Hallmark Drama & Hallmark Movies & Mysteries). I think it's still a great deal, but guess what ... I can't.
Apparently, as I have been a loyal DirecTV Stream customer for over (6) years, I am unable to get any of the new packages because "My account does not qualify for this package because you are a DirecTV Now customer." To be able to upgrade to the Ultimate Package, I'm going to have to cancel my account and start a new one.
So, let me get this straight, you (Sic DirecTV) are punishing me, a long time customer?
In what customer service universe does that make any sense?
litzdog911
ACE - Sage
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46.1K Messages
2 years ago
You should be able to create a new account using a different email address/login.
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JasonBM
Contributor
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4 Messages
2 years ago
Why should I have to create a new account when I already have an account? I have scheduled recordings, recordings, and again, I have had an account since 2016. Plus, I'm already paying for that, why would I pay for a second account?
Telling someone to "Just go start a new account is asinine. The point is that I should be able to choose from any of the packages offered by DirecTV Stream. I use the DirecTV Stream App, log on to their website, and even my monthly charge comes from there.
The point is, either we ARE DirecTV Stream customers or we ARE NOT DirectTV Customer
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litzdog911
ACE - Sage
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46.1K Messages
2 years ago
Sorry that you found my advice to be "asinine". But that's the only way to break out of your grandfathered old account. And I'm not suggesting getting a second account. You would cancel your old account. Then you'll be treated like a brand new customer. That's what I did when I switched from my old DirecTV Satellite account to DirecTV Stream. Good luck.
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JasonBM
Contributor
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4 Messages
2 years ago
So again, they are punishing long standing loyal accounts by not giving them access to the new packages and the only answer is to cancel your account? That is the asinine part. It makes zero sense to have to do this and lose all your recordings, all your schedules, and your 6+ year old account.
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bcbsncjlj
ACE - Expert
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6.2K Messages
2 years ago
Rather it makes sense or not does not matter. Cancel and take your punishment if you want the new packages. No one here cares what you do. Just the way the system works. Ranting want get you anywhere.
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JasonBM
Contributor
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4 Messages
2 years ago
It does not matter what "type" of account, current or grandfathered, they are all accounts on the same system, and from a software standpoint accounts should be able to migrate from an older system (DirecTV Now) to the newer systems (be it AT&T TV Now or DirecTV Stream).
If they did not think of the need to be able to migrate from the "older" account style to a newer account style, then that is a failure on their development team for not properly planning stories and taking into account that older customers would potentially want access to the newer packages being offered.
That is the asinine part of this. I am a DirecTV Stream customer and account type or not, I should have access to all packages if I want. I should not have to be limited to only X, Y, or Z packages, start a new account, or go else where (which is, in and of itself an intrinsically absurd statement that has nothing to do with this conversation).
Either we ARE customers, or we ARE NOT customers. It is not our fault for being long term, loyal customers. This fault lies with DirecTV and they should fix the problems preventing said long term customers from enjoying the packages, because not only do said packages provide more programming options, but they are also less expensive. I guess you could say, it's yet another way they are punishing the older customer base.
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AdiosDirectTV
1 Message
8 months ago
Exact same experience I have had. Been a local Direct TV customer since 2011 ! All I had to do was get a new email PLUS give a two bit cable/app company my SS number. Easy choice for me. Exactly ZERO streaming services ask for a social security number. Anyone that actually gives out their SS number is a 100% (Edited per community guidelines). After my interaction with them I now understand why they are losing business. I loved their product but I’ll get used to Fubo. 😁
(edited)
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