5 Messages
Freezing issues
My directv is freezing constantly over the past few months when previously we had no issues for 1.5 years. I ran info & test and everything comes back OK but this isn’t acceptable and is very annoying when trying to watch tv.
No specific time of day or channel is occurs it’s all the time and every channel. DT won’t help unless you pay $100 for someone to come out, and I’m not doing that - this is their product and it should work fine. No weather issues either.
DIRECTVhelp
Community Support
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254.4K Messages
1 year ago
We are sorry you have been presenting constant freezing issues for the last months. We want to investigate what is happening and fix it. Likewise, we are sending you a PM to give you personalized assistance. Maria, DIRECTV Community Specialist
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shannon02
ACE - Expert
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20.6K Messages
1 year ago
You own everything but the receivers which is why there is a service call fee if it is something other then the receiver which will be replaced for a $20 shipping fee, then there is the protection plan that for $8.99 per month covers service calls and replacement shipping and remotes.
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Kate1363
5 Messages
1 year ago
yeah I am not paying for any of that. its their product and service that is not working so they should come fix it for free. Thats what they or any reputable service company did for years but now we have to pay for someone to come out and do anything heaven forbid.
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Kate1363
5 Messages
1 year ago
@directvhelp - still waiting for your PM.......
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DIRECTVhelp
Community Support
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254.4K Messages
1 year ago
Hi Kate, we are sending you a PM right now to further assist you with your concern. Maria, DIRECTV Community Specialist
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shannon02
ACE - Expert
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20.6K Messages
1 year ago
DTV has always charged for service calls and only the receivers are theirs.
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Kate1363
5 Messages
1 year ago
Again, I’m not paying for them to come out and fix their own system issues. After running the system check everything checks out but I continue to have intermittent freezing. Thanks for your input Shannon02 but if you don’t have any solution you can move on.
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TexasBrit
ACE - Expert
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14.1K Messages
1 year ago
The solution is you need a service visit. Most of the system is owned by you, not by Directv. Directv has always charged for a service visit, it covers fixing the problem even if the whole system needs replacing. Sorry but that's the way it is, unless you are capable of diagnosing the problem and then fixing it yourself.
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Kate1363
5 Messages
1 year ago
I guess I’m not fully understanding this. The only thing I own is the TV and internet connection, all other equipment was installed by DirecTV. How is most of the system owned by me?
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litzdog911
ACE - Sage
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46.1K Messages
1 year ago
The dish, the coax cables, any coax splitters, are all owned by you. The only equipment that DirecTV may want returned are the DVR/Receivers. DirecTV does offer a monthly Protection Plan to cover any possible service visits, but that's an option. If you don't have it, then you need to pay for service visits. Generally the service visit fee covers whatever repairs or equipment replacements are required to solve your issue. Of course, it's totally up to you if you want to pay a monthly Protection Plan or a one-time service visit fee, or do anything at all. But without a service visit to diagnose and fix your issue, nobody here can help you.
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