DirecTV
reviews and complaints

At the beginning of december - when I called to pay my bill - the customer rep. Asked me if I would like a premium package for a free 3-month trial - at the end of which I would have to either cancel or pay full price each month.
I agreed.
This months bill comes, and I am being charged for it! Called customer service - who argued that there was no such charge on my bill - even though I am looking right at it online! (took a screeenshot for proof) asked him seven times for a supervisor - he refused and kept saying I was mistaken - there was no charge for the premium channels on my bill.
Finally - he set me up to get a call-back from a supervisor... This "gentleman" said he saw the charge - but that there was also a credit for half — so I am paying a 'discounted price"on something I was told was a free 3-month trial!
He refused to remove the charge - saying I would get a credit for half of it next month - but would continue being billed the reduced price!
I told him to remove the channels from my service - and was told I will still be billed for the time we had these channels!
I did not call dtv and ask for this package — your"customer service rep (sales person) talked me into it.. Then lied about it being free.
Not only do I expect better from dtv - but thought maybe once at&t had taken charge - the sercice would have gotten better - not worse!
I have been a customer for over 15 years — and if I get the chance — I am switching to dish if this is what I can expect nearly every month trying to deal with dtv.
When I call to pay my bill - I do not want nor need someone shilling me to buy phones and other services - I need someone who knows their job, how to communicate and give actual customer service, and let me simply pay my bill!

A technician was scheduled to come out today (December 31) between 8:00 AM - 12:00 to upgrade our service and replace 2 bad boxes and they were a no show. Someone tried to call over the weekend leaving messages to see if they could move the appointment up to this past weekend but did not leave a number in the message. I called the number that they called from and it was a bad number. After 2 calls & empty promises they keep trying to schedule our appointment for January 7th. People work and cannot juggle their schedules to accommodate a company's incompetence. We are currently waiting a return call from the "supervisor" who is trying to reach the local installation supervisor but I have learned not to hold my breath.

I was a direct tv customer looking to come back, but was treated very poorly over the phone. I had to speak to four different people about numerous emails that I received to return to Direct T.V. The offer was for 19.99 a month for a package and then deals on the other packages as well. Also offered a 300.00 reward gift card. Direct T.V was not willing to honor this email because I had an account with Direct T.V previously. Don't send out emails with deals if you are not going to honor them. I would think that Direct TV would want good paying customers to return, but apparently not. I will not recommend Direct T.V to anyone every again. Completely disappointed with the phone service, the fact that I could not understand anyone I spoke to and no one was willing to accommodate me with the deal I received via email. I would like someone to contact me concerning this complaint. Jennifer Pelletier [protected]

Acct# [protected]. Had an appointment scheduled for today (Dec 29, 2018) between 12-4pm. Sat around all day, even called twice (1pm and 3pm, they even said they would include a note for the tech to call 30 minutes prior to showing up) to confirm the appointment, and then at 4:30pm when no one showed up, I called only to be told that they rescheduled me for a day that I won't be in town. They didn't even have the courtesy to give me a phone call before they decided to reschedule me. I scheduled this service a week ago because I knew I would be traveling out of town and then when I return I will be having surgery and won't be able to get up and move around. They don't take customers scheduled into consideration. I guess they think we can sit around all day long and wait for their techs. Now, of course after multiple phone calls, trying to get someone who can correct this mistake, I ended up with a number that everyone else seems to get [protected]. Got a voice mail to someone I sure won't return my call. Pretty sure this complaint won't go anywhere nor will it get anything resolved. Sad that Direct TV treats their customers this way. Need I mention that I'm being charged a service fee for this. How can you charge someone for this type of unacceptable, poor service? Another problem is that they have you locked in a contract so you can't just leave them when they treat you like this. I would like to see them provide my service for free now.

December 2018 -

My son has moved to California. He is back in NC to get he and his wife's belongings moved to said state. I am an agent for them in doing business with Direct TV.

They are ti pay $180 in early termination fees. Don't like it but understand.

Originally the first person I talked with suggested a suspension of the account so they could pay the bill later. After discussion, they decided to bite the bullet and pay it out in January.

I called back and removed the suspension and then told Direct TV same. They would need to stop service, December 28th at midnight. I also requested a box as they would not be in NC after Dec. 29. The agent spent an inordinate amount of time trying to get the service reinstated in CA, which they did not want.

SO...Dec. 13 the service was cut off. I called to get it reinstated and reiterated the need for the box by Dec. 28 so it could be put in the mail.

Dec. 27, midnight Direct TV once again cut off the service and they now tell me that the only way they will send a box is to have it sent 7 - 10 days after termination. My question is they will not be at that address. SOLUTION..take it to CA and return it or pay $45 in equipment not returned.

I asked the agent today if there would be any compensation for the aggravation, etc. He told me there would be a credit for about $38 for service interruption.

So now, I am having the box sent to me and I will ultimately be the one waiting for Direct TV to send a box and I will have to make arrangements for getting this box to a UPS or FedEx location.

I am tired of being told "I apologize".

I fully believe that all that I have gone through for my son and daughter-in-law, they should see some compensation for all of this.

This is totally unacceptable.

Friday December 28th,

I am one very unsatisfied new customer of yours. A guy was supposed to come to my house to install a cable box today now he isn't coming until Mon 1/4. Absolutely ridiculous because now I have to take another **** day off work to wait for your stupid pathetic people to show up and they cant give an exact time. Very unprofessional of them to say they can come out today when we scheduled yesterday and called back this morning to cancel for another day. I would like this to be done sooner because that is absolutely unacceptable. I work for customer service and if I cant do something for my customer that day, it can be re done within a day or so.

I have the basic service and I can't even watch the Broncos even when I live 100 miles away because the basic doesn't have Espn. They have mostly infomercials. I am so close to cutting my service. I am sick of money hungry businesses. When are these stupid companies going to learn who is paying their outrageous salaries. When you are on a fixed income you can't afford to spend a 1/4th of your salary on tv.

I just canceled my DIRECTV after being a customer for two years. I canceled it because I'm going to a terrible divorce and I'm now a single mom with six kids. But I paid the bill on Sunday the representative took my card twice and double billed me $202. Two times. The woman that did the cancellation notices and submitted a request to have it expedited and have the money back in account in 1 to 2 business days. I called on Wednesday because I did not have the refund I was told it should be there by Wednesday night or Thursday morning. I called today because I still do not have it I waited on hold with a customer care representative that was horrible, I was on the phone for 45 minutes during my work day. After demanding to speak to at Supervisor to Supervisor then inform you that those other customer service representatives were wrong and because I was no longer a customer of DIRECTV that I would have to get submitted a check within 30 days. I am discussed! I was a loyal customer for over two years, and now my entire spending money for me and my six children as a single mom is gone and I'm not gonna get it back before Christmas! DIRECTV this is horrible and I will let everybody know what you've done to me and I will let everybody know how poor of services was and how awful you were to a loyal customer after two years!

My name is phillip powell and I have been a loyal customer for over 10 years every since at&t took over I have been so disappointed. I was told my bill will go down three months in a row and it certainly didn't go down it actually went up $70 dollars and i'm sooooooooooo pissed off that the costumer rep lied to me not one time but three months. I'm sorry to say that i'm gonna cancel my service today and i'm gonna report this issue to a lawyer to see if I can do anything about this. All I have to say is [censored] directv and at&t they are frauds and the sad thing about it is that it's hundreds of more customers that feels the same way about this company and they are gonna cancel there service also

I cancelled my service on October 4th because I moved and directv wouldn't provide service at my new home (tech was too lazy to do the work). I was bundled with my phone company and directv first billed me for 20 days after disconnection and then sent my refund to my phone company instead of me. Now they are pointing fingers at each other and refuse to give me my refund. Tried to deal with the corporate office, Dan Pankowski, who is the rudest most condescending human being I have ever spoken to. He actually laughed and told me directv will never issue a refund. But if you break a contract with them, they will sue you. No one should be treated as poorly as they treat you. They will take your money but refuse to refund me what is rightfully mine. No wonder the CEO Mike White makes millions of dollars because he is stealing from customers.

My name is Jeff Vortisch, my email is [protected]@yahoo.com, phone number is [protected].

My ATT account number was [protected]. I terminated my ATT/Direct TV account this month due to the high cost.

I was in the process of returning the equipment when I realize that Direct TV/ ATT had me listed has having a DVR receiver that was picked up my one of your technician in May 2017.

In May 2017 my Model Number C41-500/SN D34HD3QE417708 broke and I called Direct TV and explain this to them. A technician came to my home and decided that this piece of equipment needed to be replaced and he changed it out with a new one.

He changed it and took this old DVR with him and left. Today I was in the process of returning my equipment and discovered that ATT still has me listed as having this old DVR which the technician took with him.

I also learned that ATT in May 2017 because of this new piece of equipment had upgraded my account and thus put me back under a new contract for two years. I did not know this nor did I authorized this new upgrade. Now I am being charged a early termination fee because of this changed of equipment.

I feel that this is unfair and unjustified as I did not know about being under any new contract with ATT.

Please can you remove this charge and remove this piece of equipment from my records. I am a senior citizen living on social security and your company is trying to advantage of seniors.

Any help would be appreciated

Jeff Vortisch

On Nov 27, 2018, the hard drive failed in my primary TV Genie. I called Direct TV and the customer rep said one would be express mailed (1-2 day shipping) for $19.95 or I could purchase insurance, in which case the shipping is waived. I asked why I had to purchase insurance or pay shipping when it was their equipment that failed (it's only a year and a couple of months old). I was told it was in my contract that I pay for replacement equipment. I paid and the call ended. On Dec 1, I called because I still hadn't received the replacement Genie. At this point, I had lost all my previously recorded shows and was unable to record any new episodes, along with no playback or pause features. The rep I spoke to said actually the Genie had not been shipped because they are out and not sure when more will come in. I was told that once it was shipped, my bill would be adjusted. I said "thanks" and ended the call. It is now December 8, no Genie, so I called again. I was told the same thing as the Dec 1 call. This time, I asked if this means they are not signing up any new Direct TV customers due to the unavailability of the Genie's. I was told that the supply for new customers is different. So, I take that to mean new customers are more valuable than existing ones? I will give it one more week and then explore options for cancelling my contract as I am not willing to pay Direct TV prices for basic television.

Im a long time direct tv customer. never had any real issues with them before. something has changed. Today I received a bill that was $60 higher than normal. problem is a promotion ended. this is not abnormal, but what happens next is. I called direct asking for a new promotion. I got nothing for you Im told. I threatened to cancel like i always do, I was sent to the loyalty dept...loyalty dept says..."I got nothing for you, would you like me to cancel the service now". I was shocked. I told them I'd think about it an call back. I called back 3x, got the same answer every time, we don;t want, or need you, would you like to cancel. I called their bluff. I scheduled dishnet service to be installed, and then called back to have my service terminate that same day...to my surprise, they did nothing, they processed the cancellation. Again, Im shocked. I fully expect Direct/Att will lose a substantial portion of their customer base over the coming years. I am actually routing for their demise now. I won't be switching back to direct until they get their [censored] together.

Believe everything you hear and read about how insultingly horrible DirecTV's service is since AT&T took over.

We notified DirecTV three weeks before our move, and they sent us a confirmation email of our appointment from 8am to Noon today.

At ten minutes after Noon I started calling -- I made multiple calls and spoke to over a dozen different Customer Service Reps. Every time I was shuffled to a different one, I had to start all over and tell them my name, address, phone number, etc.

I called over and over until about 5:30pm, and was told multiple lies. First, at ten minutes after noon, I was guaranteed that someone would show up today to do the installation.

As the day wore on and no one bothered to show up here or call me, I kept calling and getting different excuses. I was even told that they didn't have my new address in their system, even though they sent it to me in their confirmation email of my appointment weeks ago.

Finally, I demanded to speak to a supervisor. Someone claiming to be one would not tell me when or why my appointment was "put on hold, " and why no one called, texted, or emailed me to let me know that had happened, so I just sat here waiting and calling all day.

Then I was told that no one would be able to come here to hook up my DirecTV service in our new home until three days from now.

Totally unacceptable. Worst customer service ever. Stay far away from DirecTV, unless you want to be a victim of theirs, too.

We scheduled an appointment to upgrade to 4K Directv boxes today Nov. 27 and tech was a no show. I went to online chat and got nowhere dealing with bots and was assured of a call back.
When "speaking" with the bots I kept asking the question "what colors are on the flag?" to prove it was a real person. Every time they responded "let me transfer you to a supervisor" (3 times). Finally after 3 "supervisors" the reply was "white, blue and red". Anyone in the US would have responded red, white and blue. That question was answered for me.
After no call back I called customer service and got bounced around for 40 minutes (apparently since we started with Directv before the ATT takeover). Finally spoke to a rep who was nearly illiterate and had them ship the boxes for self installation.
I found out that the appointment was canceled by them with no notification to us. I sat here all day losing a days pay waiting for them. They could not give me a reason for the cancellation. The rep said that we were rescheduled for the 31st. I asked of December? She replied, no of November. I explained that there has never been a 31st in November. She replied, Oh. Then she explained that there were no appointments available in my area. It wasn't a problem when I placed the order. I called Tuesday and they offered Friday of that week. I explained that was not convenient for us and scheduled for today which was 10 days later but appointments were available every day for those 10 days. But somehow today was cancelled for me.
I'm beyond pissed. I'm ready to switch service tonight but will wait until after the first of the year to shop around. I've worked in customer service for 20+ years and this was the WORST service I've ever received except for one time returning a defective kids toy at Wal-mart.

In May 2018 I moved to a new address and requested directv to move my service to the new address with changes in my programming to lower the bill. I had to get customer assistance in Spanish because in their English speaking department I got always a person from the Philippines or some Asian Country that I couldn't understand what they were saying. My moving contract was set for 12 months and my bill was supposed to be lower to $37 monthly plus tax along with the current promotion they were offering. After they applied the $199.00 promotional credit, the bill went up to 73.91 and included a premium package (STARZ) and 3 more receivers I had already removed. I have been having to call every single month to get the problem corrected and the bill lowered and they will only do it for the current month and then the bill goes back to 71.93 each every other next month causing me the trouble to stay on the phone with them for over an hour (even 2 hrs) after being transferred several times to different representatives and lastly to a supervisor who assured me the problem should be solved. That was last month on October 24th and today the bill is still $71.93 and the billing department has not fixed it. This will be the 5th time I have to call. I want to cancel my contract at absolutely no cost to me at all, no early termination fees, have them send me prepaid postage boxes to send them back the only 2 receivers I have and no further billing or dealings with this tv provider. This has caused me a lot of trouble and inconvenience, also tension and fear of them destroying my credit for not paying the amount they are billing which is incorrect, and they have fully admitted in a recorded conversation that the company is at fault on not adjusting these charges. That's how I want to solve this situation and end all dealings with this tv provider which I will never go back to, after all this.

My husband and I have been DirecTv customers since 1999. We found DirecTV to be a reliable system and have been pleased with the programing and service. November 9, 2018, we decided to bite the bullet and upgrade our ancient Standard Definition system to the new Genie 2 high definition, DVR system.

The new system was installed on November 10, 2018. From the moment it was installed the trouble started. Though the satellite dish, Genie 2 and 2 clients were installed properly, the computer system did not update to show it. Instead it reflected the old standard definition boxes. Because, the old equipment was still shown in the computer, we were unable to receive the high definition programing and the Whole Home recording system.

Over the course of the last three weeks we have had John, Darryl, Steve, Yvette, Magee, Chris and others over to the house in an effort to fix this problem. We have spent countless hours on the phone with many service people in the Philippines, Las Vegas and Montana. We have recounted our story, many, many times to members of the AT&T Support Hotline, AT&T Technical Support, Technician Exception Center (TEC) DTV Support, Loyalty Department and Last Chance Repair Department. Everyone is sorry that we are going through this nightmare of an upgrade.

To correct the problem, new installation work orders have been entered into the system on November 7, 9, 10, 11, 13. 14. 15, 19 and now the 26th. I have been told, the thought is that by putting in new orders and then clearing them out the problem will correct itself.

At times the system will work and I must say when it does it is very good but, this only last for 3-4 days at the most and then we loose the HD channels and Whole Home DVR system again

All employees have been very nice and polite. They have all assured me that the problem will be fixed and are sorry for the problem. I have been told an "update" takes place in the computer system periodically and then the old standard definition equipment is reflected again. However, no one seems to know exactly why the old equipment appears again. So, new installation orders are entered into the system again and again to bring back the proper programming.

The problem is still not resolved and there is no end in sight at this time.