West Coast HD feeds cutoff/restored today - Rupert Murdoch customer service@Directv

[ampm99]

I have had West Coast HD feeds and DNS SD for as long as they have been available. I lost my East Coast HD last year. Argued with Directv last year to keep West Coast HD and thought all was settled. This morning my West Coast HD feeds were gone.

Called Directv

First 3 calls the automated response says:

"Good News! You are one of our best customers....." but each time I pick a selection , it hangs up on me.

Fourth Call

10 min wait

I play dumb - act like my service is broken.

D* tells me " Thank you for being one of our best customers but Because HD locals are now available in your area, you can no longer receive LA stations"

I reply " Which channel on my HDTIVO are San Francisco HD Locals on?"

"I don't get local SD channels because it would eliminate SD distant channels."
5 min delay
D* " You have to get our new 5lnb dish and an HD receiver" No DVR service is available.

I reply " So you want me to watch nothing since I don't have the right equipment?"

D* " Because you are one of our best customers, we can help you install the new equipment at minimal cost"

"I don't want the new equipment! D* has done nothing but take away service from me ever since I bought the HDTivo. I wouldn't spend a nickel for new equipment"

D* "It is the law -we have no choice"

"I have a choice - Cancel all my service! Even Comcast can't be this bad!"

D*tv retention agent comes on the line. " Let me look into why you were cut off from West coast HD feeds"

5 min later

D* "We're very sorry since you are one of our best customers but apparently our computer did it automatically. No human was involved"

"I'm sure no Human was involved just cancel my service"

D* "let me get the DNS department on the phone for you"

"OK you stay on the line and explain the past 45 mins discussion to the DNS department and if they can turn on my service again , I won't cancel"

10 min wait

Two D* reps on the line now "Let me check one more place before I give you the final answer"

5 min wait

D* DNS rep* "I see you are one of our best customers and we seem to have made a mistake. Only customers who installed the 5lnb dish were to be cut off. Since you didn't request or install a new dish, you can keep you west coast hd feeds. I can turn them back on for you. Isn't that great!"


"I am supposed to be happy because I am one of your best customers and I had to spend over an hour on the phone to keep the same service I had yesterday? What planet is D* living on! As soon as Comcast has any HD TIVO product , I am out of here!"

They turn my stations back on. :mad:

[ike]

A bummer and a hassle but you should have taken the opportunity to ask for something in return for your grief. You could've easily gotten a free premium channel for 3-6 months if you had asked - or a discount off your next bill. Anytime DirecTV has screwed up something for me, they are always more than willing to do something to help make it right.

[JimSpence]

So as long as you don't request the 5LNB dish you get to keep your HD DNS channels.

Since my DMA is 156 and my locals are somewhat lacking in the HD department, I guess I won't be getting the 5LNb dish for some time. :) In fact, if my locals get their act together, I may never need the big dish.

[Dirac]

Well, you could always buy the "big dish" yourself, couldn't you? For that matter, what's stopping you from playing dumb the first time you try to activate an MPG4 receiver (or you could do it online)? I wouldn't think that would automatically trigger a programming change.

Heck, I've moved twice (no quotes) and still managed to keep DNS.

[Wirelezz]

"I see you are one of our best customers and we seem to have made a mistake. Only customers who installed the 5lnb dish were to be cut off. Since you didn't request or install a new dish, you can keep you west coast hd feeds. I can turn them back on for you. Isn't that great!"
Entertaining post, and while I wouldn't want to cast a shadow on the veracity of the OP's post, this just doesn't add up to me. As has been said over and over on these forums, D* has nothing to do with the granting or denial of HD waivers. It is completely up to the discretion of the local network stations in one's local DMA. That being said, what the #%$&* does the 5LNB dish have to do with it?

D* has already stated unequivocally that an upgrade (dish & receiver) is going to be mandatory to receive locals in HD. And once your locals go HD MPEG4 and they decide they no longer want you to receive DNS (Distant Network Service), your HD waivers will be history. D* has nothing to say about it, by law they have to follow the FCC mandates in regards to this.

Seems far more likely that the OP just got very lucky and found a very ignorant CSR while playing "CSR roulette." I wish the OP luck in this... hopefully D* won't rectify what I think was an error on their part. BTW, I am NOT taking D*'s side in this. Far from it. I too have HD waivers, and my locals are due to go MPEG4 this month, and I am dreading the loss of my waivers. What good will my HR10-250 be then? I have absolutely no use for local HD without a MPEG4 DVR which is still not available. So if I lose my HD waivers, I'll be sure to play the "5LNB card!" Who knows? Maybe it will work for me too! It's going to be interesting to see how this developes as more and more subs loose their HD waivers as locals become MPEG4 compliant.

[LuxCeleritas]

I saw your message and the exact same thing just happened to me as well. Although, I was unable to get them restored as you did. I have been with Directv since they started, Have two Directv TIVOs, and have all available packages, and that didn't seem to make a difference. It would not be bad except that this leaves me with no alternative. No option to continue HD so, Im left out in the cold. Any ideas?

Thanks,
Steve

[pcnigro]

Happened to me last night (May 2) Turned on channel 80, had message telling me to order serice call this number etc. Same with 82,86 and 88. Called that number they sent me on the card and talked to C/S #1...Told her I had a problem, lost my HD networks although I had all 380-388. First she tells me that I need a 5-LNB dish to get HD which are on a new satellite. I ask her would they really not warn me that I was about to lose 4 channels? Then she tells me I was denied the waivers for local channels in HD that was sent in for me back in October...I told her I have had locals for 9 years...more holding and then she asked if I'd like the High Definition department. So I get switched, after a quick check of my account and a "thanks for being such a good customer" they turned them back on. I asked him why they were shut off in the first place. His answer, and I quote: "I have no idea." Well, at least he was honest.

I'm so paranoid about losing channels that I never contact these people to change my service in any way. I just wish they'd forget I exist. It's safer

[RBMD]

I've lost my HD West coast feeds from LA also without warning. I grandfathered in for the SD East and West coast feeds during the first rounds of cuts, but lost my E coast HD feed. Now I'm told my W coast HD feeds were cut May 1 because my HD locals were available to me which actually won't be till fall in Portland ( Or). Then I was told I'd need local waivers to reinstate W coast HD feeds and I would need to give up my SD W&E coast feed to apply for the waivers. I have been unable to get this reversed so far. I live 54 miles from the towers for ota reception and in rainy Oregon my huge antenna and 45ft height only allowes for HD reception in good weather. Unless I can get this reversed my HD setup will be of little use for a while. What the F---!!!

[Idahoguy]

OK, this is interesting: I'm grandfathered in for DNS. But I had DirecTV turn off my "Six months free locals" credit today on my account; I don't even get SD local channels from DirecTV because it would require a second dish in my location. HD locals aren't available here. Anyway, having that "locals" credit turned off automatically also turned off my four HD DNS channels. So there's a connection. You must HAVE to be subscribing to SD locals -- or have them turned on through a credit -- to get HD DNS channels. I guess I'll have DirecTV turn on the "Six months free locals" again on tomorrow (it's good through June) and get those HD DNS channels back up. Then I'll have to start figuring out a long-term solution.
Being a DirecTV subscriber is like having a full-time job solving a Rubik's Cube. :D

[Hersheytx]

Now you know how most people who own their buisness feel about government regulations. Directv is only doing what the mandated law states. What the courts have upheld. Its not fair to blame Directv for trying to follow the government dictated rules. IF they had their way they would let you pick any station you wanted from any city. Its just extra money for them.