Freezing issues

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

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.

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. 

@directvhelp - still waiting for your PM.......

Hi Kate, we are sending you a PM right now to further assist you with your concern. Maria, DIRECTV Community Specialist

DTV has always charged for service calls and only the receivers are theirs.

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.

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.

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?

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. 

my direct is also freezing up all the time. Every time there is a commercial it locks up. We had no problems until the new app came out. Now I am shopping for a replacement 

mine is doing the same thing I have tried reloading and everything else I could find on the internet. Nothing has worked it still freezes up constantly. Every time there is a commercial it will freeze up. I am currently shopping for a replacement. We had not problem for over a year. The new app comes out and now we can not watch tv. As for direct they don't care and have made it obvious that they don't care. Very rude people.

@beau758 

Are you a satellite or streaming customer?  I see you posted the same question in the DirecTV Stream Forum.

streaming customer.