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Can you negotiate with DirecTV? (4 Viewers)

Wooderson said:
I might have celebrated a bit to early. This morning woke up my DTV was disconnected. Never reconnected like it should have. After more then an hour and a half dozen agents It's now working and I was able to confirm the offer I got above. So still go the deal I wanted but had to work a little harder to make sure they got their end together. What a waste of my morning. 

Customer service tip I'm going to start using when I call into places would have saved me a lot of time. When you call in and you can tell the person is either clueless or has a bad attitude just make up an excuse and call back. The right agent makes all the difference in these situations can turn a 1 hour call into 10 minutes. 
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Same experience.

Got my new deal and was told the guy turned service back on at 11am. Wife texted me at 3pm telling me we still had no service. I got home around 4 and was on the phone for 30 more minutes with 3 people telling me my service was in fact on. Finally sent me to a Tech and she told me she saw the problem and fixed it in 1 minute. Aggravating to say the least. 

 
Called today. They wouldn't give me anything except $20 off per month.  Wouldn't give me any discounts on Sunday Ticket.  I scheduled my disconnect for August 2.  The guy said they will "always welcome me back with a great reconnect offer". We will see. 

 
Wildcat said:
Called today. They wouldn't give me anything except $20 off per month.  Wouldn't give me any discounts on Sunday Ticket.  I scheduled my disconnect for August 2.  The guy said they will "always welcome me back with a great reconnect offer". We will see. 
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That is the initial offer I had also and when they called back after scheduling the disconnect that is when it rains. 

The first department is very limited on what they can offer. 

 
When do you disconnect. My bill just came and it shows 12 of 12 discounts. I called and they said there isn't any deals until my current discounts are off. So can I just set the disconnect for now or wait until this month is over?

 
irishnips said:
When do you disconnect. My bill just came and it shows 12 of 12 discounts. I called and they said there isn't any deals until my current discounts are off. So can I just set the disconnect for now or wait until this month is over?
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disconnect the last day of your last billing period.

 
Johnny Bing said:
That is the initial offer I had also and when they called back after scheduling the disconnect that is when it rains. 

The first department is very limited on what they can offer. 
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Did they give you that right from the start or did you have to keep asking for better deals?

 
Lots of success stories here, but has anyone gotten the stiff arm from them this year?

I, and I believe a few others here, did last year and am not sure I want to waste the time this year. It was tough to tell if they wouldn't help last year because of some existing credits or because we had free ST in past. I even cancelled last year, got the emails and phone calls, yet was still told I wasn't eligible for the deal. Getting everything reactivated on my account after cancel was such a pain. 

 
irishnips said:
OK...thanks. Can I set that up now or should I wait until it is closer to that date?
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honestly you can cancel at anytime, but you will pay any outstanding fees if you cancel too early.

I'd confirm exactly when you are out of contract and when the last day of your billing is (should be able to find this out online actually) and then setup cancellation for midnight that day. That's what I did..  I was back up and running that morning with my new deal by 9 AM.

 
BroncoFreak_2K3 said:
honestly you can cancel at anytime, but you will pay any outstanding fees if you cancel too early.

I'd confirm exactly when you are out of contract and when the last day of your billing is (should be able to find this out online actually) and then setup cancellation for midnight that day. That's what I did..  I was back up and running that morning with my new deal by 9 AM.
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This isn't true if you re-up right away. Yes, they tell you will have cancellation fees, but once you re-up they go away

 
Wildcat said:
Did they give you that right from the start or did you have to keep asking for better deals?
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They first asked why I was canceling. 

Me: Price is just too high. Can't afford it any more. 

They: How about we reduce the package price to $80 a month. 

Me: sounds good. I like that. Do you have any other offers for football fans. 

They: I can get you Sunday Ticket. 

Me: sounds good I'm feeling better. But I do see dish network is offering a free echo with sign up. Do you offer something like that or maybe some extra cash and I can buy one. 

They: I don't have an echo offer but how about $200 gift card and you can buy one. 

Me: perfect. I'll stay on board if you can put those three in place. 

They:  yes, we'll just need one year contract. 

There was some filler talk when we talked about football and who's my team and his team but that's basically how it went down. I could of said my neighbor for this offer and I wanted that. But I just played it along like above and it went smooth. 

 
Wow. Just called the number Pack posted and was told there are no deals for me and she threw me over to customer service who said I'd be eligible for discounts after 6 months from my disconnect date. Lmao. Riiiight.

Will try to call again and get a diff rep.

My service was disconnected as of 5am this morning, so I'll prob wait til tomorrow to call back.

 
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Ok so I tried again and took a deal.

Called the 866-284-2816 number and got a different rep...she didnt have much of a personality so I wanted to get it over with...I explained that my service was shut off this morning, and she initially offered me the Choice package for $84...I brought up the fact that new customers are getting $60/month for Choice, plus Sunday Ticket plus a gift card plus few movie channels, and I should get the same deal since I was technically a new customer...she told me since my service was disconnected recently, that Im considered  "continuing customer" and not technically a "new customer", and she said the best she could do was $84/month. I said Id have to talk to the wife and call back...she instantly said what if I give you the Choice package for $73/month, free Sunday Ticket Max, and $100 visa gift card on a 12 month contract? I asked her to throw in some Movie channels and she did (HBO/SHOWTIME/CINEMAX for 3 months). Sold.

I didnt ask how ling one needs to be disconnected to be considered a "new" customer, or if that would even make a difference...but new customers usually have to agree to a 2 year deal, where I only had to agree to 1 year, so Ill take it at this point. Im glad I dont have to deal with this crap for another year.

For some reason I feel like the 866-284-2816 number isn't actually DTV...something doesn't seem right about them...if my service isn't back on by morning I'll be calling DTV  directly to get it straightned out.

 
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Wingnut said:
Ok so I tried again and took a deal.

Called the 866-284-2816 number and got a different rep...she didnt have much of a personality so I wanted to get it over with...I explained that my service was shut off this morning, and she initially offered me the Choice package for $84...I brought up the fact that new customers are getting $60/month for Choice, plus Sunday Ticket plus a gift card plus few movie channels, and I should get the same deal since I was technically a new customer...she told me since my service was disconnected recently, that Im considered  "continuing customer" and not technically a "new customer", and she said the best she could do was $84/month. I said Id have to talk to the wife and call back...she instantly said what if I give you the Choice package for $73/month, free Sunday Ticket Max, and $100 visa gift card on a 12 month contract? I asked her to throw in some Movie channels and she did (HBO/SHOWTIME/CINEMAX for 3 months). Sold.

I didnt ask how ling one needs to be disconnected to be considered a "new" customer, or if that would even make a difference...but new customers usually have to agree to a 2 year deal, where I only had to agree to 1 year, so Ill take it at this point. Im glad I dont have to deal with this crap for another year.

For some reason I feel like the 866-284-2816 number isn't actually DTV...something doesn't seem right about them...if my service isn't back on by morning I'll be calling DTV  directly to get it straightned out.
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Glad you got a deal. The not a new customer thing is a load of crap. Many people like myself got a call with the full deal soon after cancellation. My call came 4 hours after I setup the cancel. I got the same deal as yo with the $200 gift card.

I only had to do a 1 year contract as well. I tried to get a wireless genie but they said I would have to do a 2 year contract and not get the gift card. I said no thanks to that offer. 

 
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yellowdog said:
I was told when I got this deal, that I wasn't eligible for this deal + $200 GC.

Seeing how many people are getting the $200 gift card, I decided to whine a little bit on directv chat. I got a nice girl named Kate. I was very friendly, told her I have a daughter named Katie, etc. She was gone a couple minutes, then came back with this: 

"yellowdog, I will go ahead and raise an escalation on your account, so that our back end team will investigate on this and you will receive the $200 Gift card within 5 to 7 business days."

Will update further if/when I receive my GC.
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I had a message on my machine on Friday that gave me a number to call for rewards. Just got off the phone with AT&T rewards to claim my $200 GC. Nice gentleman on the other end said he would put my request through and the card would be mailed out on August 6. 

 
So, I was disconnected at midnight and made the call around 10:00 AM.  Was told by two different reps I had to wait 48 hours before they could offer me the new pricing deals.  I can survive a couple days without, but frustrating nonetheless.  Will update once I see what they offer....

 
Titans_fan said:
So, I was disconnected at midnight and made the call around 10:00 AM.  Was told by two different reps I had to wait 48 hours before they could offer me the new pricing deals.  I can survive a couple days without, but frustrating nonetheless.  Will update once I see what they offer....
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I think it really depends on what rep you get.  Be sure to ask that you want to speak specifically to Customer Loyality regarding a WinBack notification you received.  Took me 3 different reps in order to find one that knew what she was doing and did everything very quickly.  First one told me I wasnt disconnected long enough.  Second one told me that the ustomer Loyality dept wasn't open on Saturday.  I called a third time and that's the one that put everytign through for me. She actually wasnt Customer Loyality, but she said she did work with them specifically and that she could set me up with the Win Back offers I got.

ETA: The number I used was the one Pack provided.  I ust called it three times.

 
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Wingnut said:
Ok so I tried again and took a deal.

Called the 866-284-2816 number and got a different rep...she didnt have much of a personality so I wanted to get it over with...I explained that my service was shut off this morning, and she initially offered me the Choice package for $84...I brought up the fact that new customers are getting $60/month for Choice, plus Sunday Ticket plus a gift card plus few movie channels, and I should get the same deal since I was technically a new customer...she told me since my service was disconnected recently, that Im considered  "continuing customer" and not technically a "new customer", and she said the best she could do was $84/month. I said Id have to talk to the wife and call back...she instantly said what if I give you the Choice package for $73/month, free Sunday Ticket Max, and $100 visa gift card on a 12 month contract? I asked her to throw in some Movie channels and she did (HBO/SHOWTIME/CINEMAX for 3 months). Sold.

I didnt ask how ling one needs to be disconnected to be considered a "new" customer, or if that would even make a difference...but new customers usually have to agree to a 2 year deal, where I only had to agree to 1 year, so Ill take it at this point. Im glad I dont have to deal with this crap for another year.

For some reason I feel like the 866-284-2816 number isn't actually DTV...something doesn't seem right about them...if my service isn't back on by morning I'll be calling DTV  directly to get it straightned out.
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Comes up on my caller ID as Mastec Advanced Technical

 
Ugh. What a headache...So early this morning (before DTV CSRs were live) my service was turned back on but I only had the movie channels and maybe 15 other channels...90% of the channels were greyed out. I called Packs number back twice and they said my account was showing as active and the channels should be there....sigh.. I also couldnt log into my DTV account last night because it kept saying my email addy wasnt associated with an account (even though I got an email last night about upgrading my service...smh). So while trying to reset or recover my DTV password I decided to try the AT&T chat for help (the DTV password recovery option takes you over to AT&T website). I got an nice, helpful girl that wasnt happy that my service wasnt working right and she manually activated every channel in my package for me one at a time. It took about 40 minutes on chat for her to get me squared away..so add me to the list that had to spend more time dealing with issues with the initial reconnect. I also had to spend another 20 minutes on the phone with DTV just now to get my online account working again.

In the end everything is working but I definitely had to do more and make more calls than usual.  Im not gonna hold my breath on the gift card...last year it took me several phone calls and months to get it.

Oh, and Sunday Ticket isnt showing on my account yet...im hoping I dont have to make yet MORE calls about that...next year Im calling DTV directly for deals, no more 3rd parties.

 
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Titans_fan said:
So, I was disconnected at midnight and made the call around 10:00 AM.  Was told by two different reps I had to wait 48 hours before they could offer me the new pricing deals.  I can survive a couple days without, but frustrating nonetheless.  Will update once I see what they offer....
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just keep trying. you will get it.  the 48 hours thing is bs.  i got mine in less time than that

 
Wingnut said:
Ugh. What a headache...So early this morning (before DTV CSRs were live) my service was turned back on but I only had the movie channels and maybe 15 other channels...90% of the channels were greyed out. I called Packs number back twice and they said my account was showing as active and the channels should be there....sigh.. I also couldnt log into my DTV account last night because it kept saying my email addy wasnt associated with an account (even though I got an email last night about upgrading my service...smh). So while trying to reset or recover my DTV password I decided to try the AT&T chat for help (the DTV password recovery option takes you over to AT&T website). I got an nice, helpful girl that wasnt happy that my service wasnt working right and she manually activated every channel in my package for me one at a time. It took about 40 minutes on chat for her to get me squared away..so add me to the list that had to spend more time dealing with issues with the initial reconnect. I also had to spend another 20 minutes on the phone with DTV just now to get my online account working again.

In the end everything is working but I definitely had to do more and make more calls than usual.  Im not gonna hold my breath on the gift card...last year it took me several phone calls and months to get it.

Oh, and Sunday Ticket isnt showing on my account yet...im hoping I dont have to make yet MORE calls about that...next year Im calling DTV directly for deals, no more 3rd parties.
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Pretty much the same experience. 

Deals are given aplenty, but the technical side is a  :tfp:

 
So I called Directv again to make sure the deal I agreed to is what they have on file...they told me they cant see that info because the deal was given by their customer loyalty agents and Id have to call them to confirm my agreement. Great. So I called them and everything was correct other than 2 things: 1) he said my gift card is $200 and not $100. Sweet. The other is he isnt showing the free movie channels although they are showing and working on my end....so he told me to watch my next bill for a charge. If I am charged, Ill have to call back to get them to give me credit and remove the charge. Yay. Ill be on first name basis with these people before football season starts.

I also asked if the gift card will just come in the mail or if I have to do anything online...he looked it up and said its showing as given on his end but I have to call 877-258-1427, which is the AT&T rebate center, and ask them what I need to do to get the card. They told me it will be 2 weeks until my status changes from future disconnect to activated customer, so I have to call back after that time and the card should show up at that time. Awesome. Ill get some quality talk time with another rep.

They keep adding more hoops to jump through each year. I really hope by this time next year NFL games are easier to find to stream and I can ditch this routine...Im about over all this crap.

 
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zed2283 said:
Called two days ago and set my cancellation date for 7/31 (my contract is up 8/12 so a $20 cancellation fee).  Called the number today and said I missed a call earlier.  The lady checked and told me that she couldn't offer me any credits/deals until 8/4.   :kicksrock:
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Decided to call again yesterday and got a guy who said he's been on the job 10 years and could get me the best deal.  He checked on my account and ended up with the same info as the lady last week.  So he suggested extending out my cancellation date and that he would keep checking for the offers and contact me when they show up.  Or I could call back on the 866 number and ask for him.

 
zed2283 said:
Decided to call again yesterday and got a guy who said he's been on the job 10 years and could get me the best deal.  He checked on my account and ended up with the same info as the lady last week.  So he suggested extending out my cancellation date and that he would keep checking for the offers and contact me when they show up.  Or I could call back on the 866 number and ask for him.
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You have to actually cancel to get the best deal.

 
That's not what the guy told me.  He said he should be able to get me free Sunday Ticket, $47 off/month, and a GC.

 
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dancingbones said:
Called in today & set up cancellation for 7/25 - my discounts from last year end on 8/8.  Didn't even let them go through the dance of what they could do to keep me.

Will see if I get any calls this coming week or if I have to let it disconnect & take it from there.  Will report back.
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Service cut off early AM yesterday, made the call that same evening - about 7pm.  I called the regular DirecTV number & simply said I had cancelled my service that day & had heard about some winback deals & wanted to see what they had available for me & if it was a good enough deal I was open to coming back.  They transferred me to a different department & away we went. (Something to note - my DVR would not let me watch anything while we were disconnected - that seems like a new development).

Summary - about a 30 minute call & got the same/similar deal as others are reporting.  I said at the beginning that I was interested in Choice or Extra package, ST max, & movie channels. They offered all of the following - I had to ask for the gift card.

-$39 off Choice package/mo (12 mos), $10 off for auto-pay = $49 off/month

-Free ST max 2017

-HBO,SHO,Cinemax free 3 mos

-$100 gift card (I mentioned the $200 card, but was told only $100 available for me)

So, my bill will be about $58/mo + tax (1 TV only, DVR,HD) - which is what I was looking for.

Had to call later in the evening because TV still wasn't working, and see that trying to log in online now it won't let me in.  I imagine there will be a few loose ends to tie up & a followup call or 2, but pretty simple.

Edit: I had about 2 weeks left on my discounts from last year, but wanted to get it handled earlier this year due to upcoming vacations & not interrupting GOT.

 
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@dancingbones did you cancel while still in contract?  Was thnking perhaps that is why they only offered you the $100 GC...but perhaps not, just a guess.

They offered my two deals when I agreed to reup last weekend.

1. $90/ for Premier package, then would go to $130 in 2nd year..included free ST, Movies for 3 months and $200 Gift card.

2. $75 for Premier package locked in for 2 years, free ST, movies and $100 GC.

I went for option #2 because I have very little other options available, and streaming TV content is a no go with the missus (live in BFE) and I liked being lockedin for 2 years at one low price, rathr than taking an extra $100 on a gift card. Saved $180 in year one going option #2, and $660 in year 2...so was well worth just going option #2 in the long run and giving up the extra $100 on the gift card in the immediate.

Was out of contract.

 
Disconnected Monday, still haven't heard from them. I'm on vacation until the weekend anyways which is why I actually disconnected. 

What's the winback number?

 
BroncoFreak_2K3 said:
@dancingbones did you cancel while still in contract?  Was thnking perhaps that is why they only offered you the $100 GC...but perhaps not, just a guess.

They offered my two deals when I agreed to reup last weekend.

1. $90/ for Premier package, then would go to $130 in 2nd year..included free ST, Movies for 3 months and $200 Gift card.

2. $75 for Premier package locked in for 2 years, free ST, movies and $100 GC.

I went for option #2 because I have very little other options available, and streaming TV content is a no go with the missus (live in BFE) and I liked being lockedin for 2 years at one low price, rathr than taking an extra $100 on a gift card. Saved $180 in year one going option #2, and $660 in year 2...so was well worth just going option #2 in the long run and giving up the extra $100 on the gift card in the immediate.

Was out of contract.
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Was under contract for another 2 weeks but wanted to get it done early,

 
fantasycurse42 said:
Disconnected Monday, still haven't heard from them. I'm on vacation until the weekend anyways which is why I actually disconnected. 

What's the winback number?
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I called the main number - wanted to see if I could avoid dealing with a 3rd party (but think I was transferred to them anyway).

They did mention something about usually having to be disconnected for 48 hours - so it will be interesting if anyone goes that long & reports results.  

 
Wingnut said:
So I called Directv again to make sure the deal I agreed to is what they have on file...they told me they cant see that info because the deal was given by their customer loyalty agents and Id have to call them to confirm my agreement. Great. So I called them and everything was correct other than... he isnt showing the free movie channels although they are showing and working on my end....so he told me to watch my next bill for a charge. If I am charged, Ill have to call back to get them to give me credit and remove the charge. Yay. Ill be on first name basis with these people before football season starts.
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So woke up today and the movie channels (HBO/Cinemax) were greyed out. I called back and they have no record of the movie channels being offered. Another 30 minutes on the phone with these clowns. The guy said he forwarded a request for the channels to be added and they should show up soon. Im pretty sure this will be my last go around with DTV. Planning on cutting the cord next year.

 
Called to cancel this weekend and was told that I've been paying for a 4th TV for 2 years, which is weird since I don't have a 4th TV.  Supposedly getting a gift card for $250 for paying for something I wasn't getting.  Gal was very nice.  Then all week long I was getting calls from a TEN area code.  Figured it was either @Joe Bryant calling to finally make me a part of his staff or DirecTV calling to win me back.  Finally answered and the guy from DTV offered me all sorts of crap but at the end of the day, I can't watch the Blazers with DTV nor the Ducks when they play on Pac12 network, so to hell with them.  Comcast bundle was a much better deal for us plus I can now watch my sports teams.  DTV is officially dead to me.

 
General Malaise said:
Called to cancel this weekend and was told that I've been paying for a 4th TV for 2 years, which is weird since I don't have a 4th TV.  Supposedly getting a gift card for $250 for paying for something I wasn't getting.  Gal was very nice.  Then all week long I was getting calls from a TEN area code.  Figured it was either @Joe Bryant calling to finally make me a part of his staff or DirecTV calling to win me back.  Finally answered and the guy from DTV offered me all sorts of crap but at the end of the day, I can't watch the Blazers with DTV nor the Ducks when they play on Pac12 network, so to hell with them.  Comcast bundle was a much better deal for us plus I can now watch my sports teams.  DTV is officially dead to me.
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So you weren't offered a FBG staff position? Lame. 

 
Just got off the phone to set up cancel date next week.

ATT cell customer

I use Comcast for Internet but ATT does have high speed in my area.

Currently have Plus with Sports pack.  Besides ST, I order hockey package thru DTV. Contract ended a couple weeks ago.

They actually offered my 50 off a month ×12  and 10 off a month x 6.

They wouldn't offer ST or gift card so I scheduled shut off for 8/2.

I was impressed by initial offer but felt the need to play the game.

 
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