3 Messages
Customer Service is terrible!
Is the only way to get help from DirecTV is to be on hold for over 2 hours and then to be disconnected?
I wrote a long 1 star yelp review. They messaged me to connect to facebook. I did and they were of no help. Can't wait for my contract to end.
And these people stay in business?
Juniper
ACE - Expert
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22.9K Messages
3 months ago
They had a big known issue (was a banner on this forum a bit earlier) that would be expected to increase their calls today. Hold times for anywhere close to what you mention shouldn't be normal.
This forum is for customers helping each other out. So do you still need info or guidance for whatever issue was causing you to call in the first place?
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Accounting
3 Messages
3 months ago
Thank you for your reply.
I still need to speak to someone because the issue I'm having is ongoing. I have three TV's and when I turn them on they either have a blue screen or a black screen. Does not happen all the time.
I do all the troubleshooting (unplug power cords, reboot, check for software updates) and the problem gets corrected for a few days then I have the same issues.
I may need to have equipment replaced. So frustrating to be on hold for such a long time. I tried three different times and the hold times were about 2 hours and I had to hang up to take care of other business.
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Juniper
ACE - Expert
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22.9K Messages
3 months ago
Models of each box and TVs?
Has every one been experiencing the issue?
Verified coax finger tight to each box?
Checking HDMI cord on each one?
Boxes connected directly to TVs? (instead of through HDMI splitter, etc.)
I would verify none of this equipment is connected by a 'smart' power strip. Turn off HDMI-CEC if TVs have it. Sometimes those are quirky with DirecTV.
Make sure reset, or turning back on after all unplugged from power, is one at a time in specific order: Genie > Mini Genie > non-Genie HDDVR > HD non-DVR
Anything happen before issue started?
The blue/black screen, any error messages along with it?
Other problems?
(Yeah 2 hour hold time is bad. Hopefully that's just because of today's issue and in the next day or so people calling in about it will dwindle and return to a more normal call volume for them).
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Accounting
3 Messages
3 months ago
Hello,
I appreciate your tips.
Yes, every TV has had the same issue.
Nothing happened before the issues started. No error codes, just blue and black screens. There are times when everything is working except when I try to use the voice command. It keeps saying it can't connect. I unplug the power cord and it solves the problem.
Everything is fine today, but if the issue occurs again I'm going to follow your tips.
I will wait a few days and call again because I do want to know why this keeps happening and also ask about the voice command.
Thank you so much,
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