DirecTV
reviews and complaints

Timothy Racz Account # [protected]
70 year old Retired Director of Aircraft Carrier Construction and Overhaul

Back ground : Recently my wife and I were given a Genie II system upgrade at my vacation home without any discussion prior to the install. There was no mention of the subsequent effect to my primary residence's programming which included a Genie I system. Shortly after the upgrade install I had to return to my primary residence only to find that I was unable to reactivate any of the receivers (8) at my permanent residence. This issue never occurred prior to the upgrade and our yearly transitions to and from our vacation home for lengthly time periods. Had any Direct TV employee or the installer told me that the upgrade required a 2nd home contract, I surely would not have accepted the upgrade and would have kept the current system in place. After multiple discussion and over 7+ hours of being passed around by at least 8 DIRECT TV representatives, I had to terminate a ten year contract at $190+per month. Please listen to the recorded discussions that I had with your representatives to determine if any additional training is necessary for your employees to make certain that Direct TV does not cause the company to lose any other valued customer. Thank you in advance for your consideration in understanding my frustration and disappointment with Direct TV.

The new guide is the reason I will be switching to cable. There are many many people sharing my view. Whomever made this decision to use this tiny, unreadable, junk filled mess should be fired. Take a survey if YOU care about your customer's. From young to old it is hated. One big mistake. Why you feel it is unimportant for people to be able to read the guide to see what programming that Direct T.V. is offering is beyond reason. Does this really make sense, or help sell Direct T.V. as a good company? Think about it.Make the change back to the old guide that was easy to read. Which should be your priority to your customer's.
Jessie L Dauer

I am completely dissatisfied with the updated menu for the following reasons:

1. To see the playlist of "recordings" you have to repeatedly scroll to the right in order get too the "view all playlist" button.

2. On entertainment recordings the dates of the recordings have been striped away. The only dates that I see are for news shows..

3. The new menu, (if you have multiple recordings of a particular show) at the end of viewing a recording, does not provide a prompt to watch the next recording of the same show. Instead a new show starts up and a box asking if you want to but that episode pops up. This is ridiculou! Why bother recording shows and when you want to watch them, you have to go through this crap.

4. "Customer Service" is terrible. The person I spoke with was more concerned with keeping themselves "corporately correct, " than anything else. His responses to my concerns came several seconds after I asked a question. This tells me our conversation was not spontaneous. rather this person was searching for the correct response provided by Direct TV No sense of customer care.

In short the "Updated Menu" is not an improvement, it is less user friendly than ever. This so-called update appears more of an effort by Direct TV to increase user fees for what was free before the update.

Lastly, if I decide to to cancel Direct TV, the above is my why.

Edit

I recently opened an additional Direct TV account in Barstow, CA, because I was not allowed to add to my account in Louisiana. I have been working a temporary job in California, and leased an apartment for 6 months. The only choice I was offered was a 2 year contract. I chose Direct TV over Spectrum because I have been with AT&T and Direct TV for a long time. I have been a loyal customer with Direct TV since 2007. I also have a bundle package with AT&T and have been with them for longer than Direct TV. I called the toll free number to cancel my account in Barstow as the job has ended and I am going back home to Louisiana. I am aware that there is a charge for cancelling a contract, however, I requested a considerable discount off the approximate $350 in penalties since I have been a loyal customer for over 10 years and still have the other account. I was told that I would have to pay the full amount and there was no provision for reducing the penalty. I am paying AT&T/Direct TV over $400 per month now for the bundle. As a result of that conversation, I cancelled my other account in Louisiana. I live in rural Louisiana and my only other option is to contract with Dish. I think it is a shame and disgrace that Direct TV could not work with me on this and is willing to let a loyal customer for so many years go to your competitor. Other people who have Direct TV have told me that they received discounts when they called Direct TV, threatening to cancel their account. This was not my purpose but at the same time I think Direct TV should have concern for a loyal customer that has paid them thousands of dollars over time. My Louisiana account number is [protected].
Is Direct TV willing to lose a loyal customer and possibly lose the whole bundle to a competitor? Please reply before June 11. This is my accounts cancellation date.

Sincerely,

Troy C. Cotten

On 5/22/18 I received a bill of $115.90, almost a 100 percent raise from the $61.30 that I have been paying for basic cables only. I phoned customer service at [protected] several times as the line got disconnected frequently. Finally a nice rep, Sequaia, explained that my promo period had ended and she offered a new package for $92 + tax, comes up to $104.31 which I paid right then using my debit card.
After I realized that the amount for just a few tv channels will pose a burden on my limited finances, I called DirecTV the next day, 5/23/18, and requested to cancel my service. I received from them a cancellation notice via email confirming the disconnection of my service effective 5/24/18; and that they will refund me with $46 since my payment covers until 6/16/18. Upon checking my bank statement this morning, I was horrified to see that DirecTV remitted $115.90 on 6/2/18. They did not contact me nor did I give authorization for them to collect that amount. They charged me twice! I made 3 phone calls starting at 9:30 this morning to resolve the issue. But just like my first encounter with their customer service I am left with a dead line after each one would say, "I am transferring you to the supervisor"; or "Let me talk to my supervisor". In those phone calls, I have spoken to Ashley at [protected]. Thinking that something is wrong with that line, I search for other number and spoke with Teshonna and Sasha at [protected], Caribbean office.

This is basically the letter I sent to Mr. Chase Carey, President & Ceo 2230 East Imperial Highway El Segundo CA 90245 and Carmen P. Nava Senior Vice President - Customer Care 208 S. Akard St. Dallas, TX 75202

Basically, on or about 09/22/17 I received a very good promotion from cable tv. I called to cancel my Directv service. I was offered a $20 and a $60 credit for 2 years if I would remain with Directv for 2 years (2 year contract).

My 10/18/17 statement reflected my $20 and $60 credit. "Save $60 for 12 months (1 of 12)" and "Save $20 for 12 months (5 of 12)" I called asking why (1 of 12) and (5 of 12) instead of (1 of 24) I was informed my credits were listed on my account but I would have to call in to get them activated or added to my account after my present credits reached (12 of 12). That occurred this month (12 of 12). I called last week and was informed there were no $20 credits to be added to my account. Basically I was rudely informed someone would contact me within 48 hours. That was last week and no one has contacted me.

I have asked for a transcript of my verbal 2 year contract agreement. I was informed I would have to request that transcript in writing. This is my official request for that transcript in writing.

I am in a 2 year contract with Directv and Directv has broken their part of the contract after 8 months. The promotion from the cable company is no longer valid.

What is the next step I need to take to insure Directv upholds their end of our contract, send letters to the AG, FCC…?

Account # [protected]

The new format is awful. The screen is too busy, hard to see and I just cant get used to it. I will probably cancel the service because of the lack of quality. When the new format changed the screen content grew which has slowed the reaction time. Most of the time we are waiting for the tv to respond to our requests. They changed the location of everything on the screen like time and channel and shrunk the visual images so you cant see the words and information without squinting or moving very close to the screen. Before I saved a program, went to what I saved and pressed play. Now I go to the program I saved and there are multiple options to view the most current save or you must click on View Playlist which takes you to all the programs in the series. Why did the extra step to view playlist get added? They also added to the left of the screen a menu that repeats every where you go whichof course is cumbersome and i cant get rid of it. I cant see it very well because the guid as I said is too small. Apparently Direct TV and ATT dont care about the consumer because this new format is not quality and it seems to me like they went backwards 20 years. Anyone with brains will tire of its liw quality and drop the service. Everyone I know is.

I had a past do balance 154.49$ when I call the rep. told me that give 50% off so to pay half of that balance so I payed $80 so. When I call for 4 hours they kept saying that my payment wasn't received and when I talk to the last rep. she told me that I wasnt eleigable for the 50% off . So when I ask to talk to a manager they kept coming up with excuses. I need to know who to but a compliant

Dear Sir/Madam
I have been a customer for many years, I enjoyed the service so much I signed my mother up with Directtv. I must say I am disappointed with a recent issue. When I was moving from my previous home where I had directTV I called and asked to have my service suspened until I move into new house. After I had moved into the new house I called to have my service reinstated. I was content until I found out that when my service was reinstated in the new home I was put under a 1 year contract with Directtv. I was not informed of this from the beginning, had I know I would not sign up with Directv again because I did not want a contract. I was not under contract at my old home and wanted to not be under contract at my new home. I want the service but not be in a contract. If this is not corrected I assure you I will stop being a long time customer.

Have read several complaints on the new format and I agree with all of them. I watch tv daily and seldom watch live tv...only from my dvr as I hate all the commercials and want to watch on my own time.
New playlist format is NOT user friendly at all and hard to read, even on a 50" TV. I can't imagine on a smaller TV at all. Day of week was removed so you can no longer see what was recorded on a Monday. There is so much blank space at the expense of more readable font. The picture in picture when looking at playlist was made smaller but nothing was gained.
Definitely hope there is a Phase II in the works to refine this incomplete attempt at an upgrade.

On or about May 2nd. Chris Olsen came to my home and offered DirectTV and AT&T for the internet service. Chris told me 59.00 for TV channels and $30 for the internet service. Which is about what I was paying with Cox Cable. Chris stated to me that I would receive 2 Visa Cards with 200.00$ on both of the cards. While he was at my home we called his the office on Chris's cell phone and they verified everything with me about the purchase and the actions that would take place.
The DirectTV was set up that same evening. Received a call from Atoma for me to call him at [protected] for internet service. When I called him he stated there was no internet service in our area. Never received my email from AT & T or DirecTV until I made 2 phone calls to get them to send it to me. I did receive ONE Visa card with 100.00$.
I have attempted several times to contact Chris Olsen by text and calling his number. Chris will not return my text messages or my phone calls.
When Chris set up my DirectTV service he should of known in that area I could not receive AT& T services.
I called Cox Cable to cancel my channels and they told me it is going to cost me 69.80 to just have the internet because I have the bundle deal for 80.00. This does me no good. I can't afford to pay for both.
Also, I called your company on 05-17-2018 and ask for an extension for payment until 05/30/2018 even though I was set up on automatic payment. Jim stated to me that he would extend the payment and your company withdrawal the money on 05-19-2018 from my account.
I am so extremely upset with all this. I feel like have been scammed. If your company does not make this right for me I will be letting my friends, family and social media know how I have been treated by your company.

Forced us to sign up for a 7 dollar? monthly service fee because the techs have yet to be able to solve ANY of the problems. I like TV, and just want to watch ANY program undisturbed. Therefore, with all new cabling, new grounds, no obstructions of any kind...it's curious? Anyway, I paid for the 7 dollars a month protection plan so we would not have to pay 100 bucks for service calls. The same day we paid the 7 dollars our programming glitches got better / fixed themselves?

It turns out that all we had to do was to threaten our Genie Unit with a tech. From that day on, our TV's decided to behave. Strange timing. I wonder if I canceled the 7-bucks-a-month extortion fee if the problems would return?

I had Direct Tv for one years, everything was fine did all of a sudden I get a 60 dollar worth of movies order, they claim I order . I never did order this movie so when I called they say I had to pay them I order them ok fine I pay the all amount of the bill, before my bill was 127 every year, now it's 160. So I say to block the movies they say they did oh which they claim they did. Next bill come got a order again now two movies for 40 dollar . When I call spoke two three people finally got the manager, the manager agree to take one movies off and pay the other, i say I leaving the company how much is my cancellations fee they say 150 I always wrote everything down the agent tells me when I call and saved them in a pieces of paper. Next time now I got another bill now this one is 227 they say I order movies again, remind you they supposed to block it they never did talk to 5 people for 2 hour to resolves this nutting was resolved so I had no choice to cancel my contract when ask to cancel they say the cancellation now is 160 before it was 150. This was ridiculous every agent was in a different page

Bills are extremely erratic, ever changing, and never the same but always go up even though we haven't changed our service or subscriptions. Calls to customer service gives no help whatsoever but is never short of excuses and not helpful at all. New guide is a complete joke and almost completely unusable unless you are some sort of a electronic genius. As soon as contract is up we are gone and will not be looking back and do not and will not recommend to anyone! DO NOT USE DIRECTV!

Very unhappy with the new format. Font is small yet area of the screen with info is larger so more of the picture is covered. They seem to have removed the "day" from the date and time as well. Bottom information takes up a larger portion of the screen with useless hazy area above. A couple of days ago I was trying to delete the current program from a folder containing approximately 70 recorded programs and it deleted the entire folder. Usually it would as you if you were sure you wanted to "delete all" but nothing came up - it just deleted everything!
I do not like having the newest show enlarged in the "list" of recordings, not sure why it needs to be hi lighted. The old format was much more user friendly. Sometimes newer is not better.

Moved from 1 residence to another 4 mo. Ago. Discovered still being billed for former residence acct. Have paid close to $600 for a service I've not received. A concierge service was contracted by Real Estate agent to set up utilities transfers to new residence. Upon realizing issue, contacted Dir. TV to rectify. Randy "THE Supervisor, " ID 5297 in Phoenix Office was rude, spoke over me and my wife as well, told us neither he nor his Supervisor, Matt - also in Phoenix wouldn help us because our concierge failed to notify them. Asked him to consider that 1. There's been no signal to former address as well as the new start up at the new address, told us concur didn't notify them so it was our problem. Very rigid, Threatened to disconnect us a few times, kept speaking over me with run on sentences, so as to tune me out. Wife had to step in to diffuse, never had that happen with any company before. No flexibility, no recourse for action, no ideas to help rectify, no compromise. If I had to guess, mid 20's, little "management" experience, very arrogant, surprising that an always on time paying customer for several years is treated in this manner by AT&T/Direct TV. Once upon a time AT&T handled business much more professionally. Shame that AT&T is now one of "those" type companies. Definitely going back to Comcast.

I am a new very disappointed customer for Direct TV.
First of all starting with the promotion that was offered at $81.00 for 12 months, and with a $50.00 discount for this package deal.
After several customer support that solved completely nothing but give me false information, and in addition not accurate adjustment to my account.
Leaving me very unsatisfied with a total bill amount due at $145.00 to pay immediately that is do on 5/29/2018, and with the conversation that was recorded. I did not agree on the amount that was not a accurate adjustment to my account, and I is not fair to have to pay for this false advertising such as this Direct TV promotion .

Shane number 155178 and his supervisor Zaheer 121427 were 2 of THE RUDEST people I have ever spoken to on the phone. Especially Zaheer the supervisor. He wanted you to know HE was the boss and talked over me and all but came out and said I was liar. Dish and Xfinity will PAY me to switch to them to cover your fees. I will vote with my wallet and move on. Someone else will willingly take my money... I am in need of another receiver. I called earlier in the month and the girl I talked to said I would need to pay a $100.00 fee but that it would be credited back to my bill and they would come out and install the receiver. I did not really need it until the beginning of June and I did not have the $100.00 right then. She said that was OK, I could call back, tell them what I wanted and pay the $100.00 then. I did that tonight. Then I get told there was a $100.00 fee plus a $50.00 upgrade fee. Why did this change? I am not upgrading anything. I just want to add a box for my basement. Then these 2 guys argue with and talk over me. I asked to speak to someone in the states and was told they had no way of doing that but if I would like to cancel, I sure could call at 7am tomorrow morning and do so. Well guess who is calling?

I am very unsatisfied with the new format of the TV guide.
The screen seems cluttered, the print is so small, we have get up and move closer to the tv in order to read the guide.
On one particular tv we are unable to see the entire TV guide on the screen.
The menu requires a trial and error approach to navigate through it.
I feel it is overkill on the whole purpose of what you are trying to accomplish.
Watching TV should be a pleasure not a job !

Thank you

Monday I called for a payment extension for my bill, they moved it to June 4th. While watching my TV this morning my service was interrupted. I used some of my rent money to pay the $114 and waited for customer service to open up for the day. I reached an agreement named Ashley, I told her the story several times and she just wasn't getting it. I asked for a supervisor 8 different times then on the 9 th time she finally got me one. After telling the supervisor twice she finally got what I was saying. WHY did DirecTV go into business with at&t? Directv used to be a great company with great agents to help with problems, not anymore. I am thinking of taking my business elsewhere after this morning. The agent just wasn't getting what I was saying so I wanted to speak to someone else.