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2.0 2197 Reviews

How responsive is DirecTV's customer service?

537 Resolved
1650 Unresolved
Almost disappeared 🫥
We're pretty sure that if DirecTV showed up wayyyy more often on ComplaintsBoard and paid more attention to reviews and complaints, it would lead to better results. But for now, the resolution rate doesn't show successful interaction with customers. We advise reviewers to be careful when communicating with DirecTV and be ready for the chance your problem might not get a response. It's also good to start looking for other solutions if your issues aren't fixed as you want.
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DirecTV reviews and complaints 2197

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3:16 pm EST

DirecTV technical assistance

Complaint: I have contacted four Technical Support Specialists and none were able to solve my simple problem. I upgraded my TV to a larger one and found that my remote (with Direct TV small box) would no longer do all functions as before, necessitating use of 2 remotes. Agent #1 sent me a new remote (RC73) to replace my existing RC66X remote. It made no difference. Agent #2 thought that re=mote was defective and sent another. Same results. Agent #3 said they were the wrong remotes and sent me a new RC66RX, which also made no difference. Agent #4, 2 weeks into attempts, stated that my TCL tv set was not compatible with any of the remotes (so give up and settle for using 2 remotes). I then told my son about my nuisance problem and he looked it up online and found that entering code 10883 with the RC73 remote would solve the problem. It did and was so simple. The RC73 does everything now. Why didn't any of all those Agents know that solution? I spent many hours on the phone and at the TV with no agent knowing the solution. They obviously need more training. (Agents were #1 Frances in Philippines, #2 Melissa in Montana, #3 Sebastian in Costa Rico, and #4 Smiles in Philippines.) Do you want 2 new remotes returned? V. Oburg, Acct 5846782, [protected]@optimum.net

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9:54 am EST

DirecTV billing - my credit report - still linked to directv

I been trying to get this correct for months - which is still showing a balance for $600 plus from the $1392 bill for 1 month of service.

When at work every time I pick up my cell phone it is linked to Directtv in which I no longer have service - have send emails to corporate and called and no response in regards to this due to I will not pay this bill -

I worked for AT&T for 30 years and the customer service is truly a disappointment and an embarrassment to be - I can no longer defend such bad service and my bill should have only been $58 dollars a month but have two accounts for me and no one will take the time to look into this matter any further -

And in the mist of another layoff - - TRUE DISGRACE>>>

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Update by lavaerne
Jan 15, 2019 9:56 am EST

01/15/2019 - on hold for 15 minutes and no answer -

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Bill LaRoque
, US
Jan 27, 2019 11:05 am EST

I changed to DirecTV and was disappointed with the service and they charged more than advertised. I called to cancel 9 days in and was told I could cancel within 30 days with no penalty. I did so and returned the equipment. I then received a bill for $460.14 for early cancellation. I wrote a letter to customer explaining the situation and received an email stating they gave me a credit for $460. I then received a email stating they changed their minds and I do owe the money. It has now been turned over to a collection agency and my credit rating has dropped. I called the collection agency (Credence Resource Management LLC) and they were understanding but said I still owe the money. They said call DirecTV which I did and they were sympathetic but said I still owe the money. I checked the fine print on the contract and it never mentions that I only had 24 hours to cancel without penalty. I told DirecTV this and they said that is true. Any suggestions?

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K
8:38 am EST
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DirecTV satellite tv service

I got direct tv and the tv would pause whenever it would rain or was windy but for 55.70 per month i could put up with it but after a year it was raised to 116.79 so I switched to comcast. now direct tv ts saying i had a 2 year agreement which i new nothing about and i am being charged a $220.00 fee for early termination and if not paid it will be taken out of my account.

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8:45 pm EST
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DirecTV service calls

I am a new customer. When they came out to install, they forgot to bring the correct equipment, specifically the dvr box. We set up another call for them o bring the box, but direct tv cancelled the appointment. I had to call in and reschedule another call. That service tech, no call no show... I had to call in again and reschedule again. This tech, no call no show... Then called me at 9:39 pm telling me he doesn't have the proper equipment to address my problem despite me being very specific every time I called. Mind you, they've mailed me three external drives all of which have failure errors stating incompatible devices. I am extremely frustrated with the poor customer service... No one cares... Multiple calls...

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3:56 pm EST

DirecTV complaint

I have been receiving the 771 "no satellite" service. At 0730 I called to ask what was the problem was. The technician walked me thru the steps. Afterwards, it still wasn't working. She turned in an appt. 5 1/2 hours later the tech shows up only to say he can't fix it; it's a computer issue; not a technical problem. I called the 800 number, i've lost count on how many times. They directed me to "technical" department, I tried my best to explain that I had a technician here and he could not fix the problem. According to him it is a computer problem. Hung up 4 times; transferred 5 times, only to be hung up on; and placed on hold twice for more than 24 minutes at a time.

I do not want to pay for service I am not getting. The tv still isn't fixed! When is direct tv going to man up - tell it's customers you are having a computer issue; and that until that computer issue is fixed - we are not required to pay! And, since I don't see an address or a place to put my name - I feel this is going in a deep, dark, hole.

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1:03 pm EST

DirecTV home-directv

I have been a direct tv customer for 20+ years. Last june I started having technical problems. Tech sent about seven repair people to correct the problem. Then, my bill started going up even though i'v had terrible service. I was told to call back in december for a special rate — I did but there was no special rate offer. My daughter got involved and was supposed to have been called by a supervisor friday at 4:00. The supervisor did not call. Then, it was rescheduled for saturday at 11:00. Again, no call — my daughter tried to call and was on hold for about 45 minutes — finally hung up. I had been put on hold several times. Once I was transferred from the phillipines to mexico city. I am very disappointed on direct tv's service sincs att took over the company. Please have a supervisor call me asap. Otherwise, I guess I will have to cancel my service. I have tried to be nice and cooperative but am getting no help. Please call me @ [protected]

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12:29 pm EST
Verified customer This complaint was posted by a verified customer. Learn more

DirecTV dtv shut off whole property of 208 units

As of 1/8/19 dtv shut off the whole property because we are out of contract. Sagecrest was not notified at all. We have not had an install or fix dtv for 15 months now. We are shut down, my dtv was a free package because I promote the sales, it is off now. We have no one to get ahold of no one to talk to because we are out of contract, none of your customer service can not help us nor will they give me information on how or who can help us get our contract back. We need help, no tv. I have called 6 different numbers today 1/8/19 and not one customer service person can help or give me information on what to do?

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6:00 pm EST

DirecTV customer service and technical support

NO STARS. TERRIBLE at best. I've been with Directv for 10 years. And since the merger with AT&T this has been the worst I have ever experience. There is no concern with solving any issues. I have a Directv receiver that stopped working at the end of November. The receiver started rebooting over and over never stopping. So I called Directv Technical Support on December 3rd hoping to resolve the issue. I was told that the receiver was bad and that they would send me a new receiver. A week goes by and I got one delivered. Not bad right? Nope! It turns out that the receiver delivered to me was not in the system so I can't activate it. Customer Service/ Technical Support, told me to send it back and the good replacement is on the way. So, week and a half goes by and still I have NO receiver. So here it is Christmas Eve and I call Customer Service again and was told that the last Customer Service Rep I spoke with put in the system for it to be delivered on the 31 of December. So the Rep I was on the phone with said she would change that so I should receive it by Friday, December 28th. So December 28th came and went. I figured I give the situation the benefit of the doubt seeing how it's almost New Years, the Delivery might be backed up. So I called on the 2nd of January, a Month later since the original complaint. The now Customer Service Rep insist that she don't know what happen to the previous order but she can see in the system that deliver for the new order is scheduled for delivery Thursday the 3rd of January. So I take her word for it. Thursday, Friday, Saturday, Sunday and now Monday evening still no Receiver. I call Customer service again and explain all this to them. I spoke with another person who barely spoke English and was told that she would have to call me back in 15 minutes while she talk to the back office to solve the issue. Twenty-Five minutes goes by and I get a call from Billing. This Rep has no clue why she's calling me. I explain the issue AGAIN and she tells me that she can't help me and she needs to get me to technical support. At this point I'm just frustrated and done. So I get transferred over to Technical Support and again I have to explain this story in its entirety AGAIN. The Rep then stated how he is sorry that this going on and he will look at the account and see what's going on. He puts me for about 15 minutes and comes back and tells me that he will have to call me back in 20 minutes while he talks with the back office. I told him that's what the last person said and when I got a call back it was from billing who then transferred me to him. And he's trying to do the same thing all over again. So at this point I know this issue is not going to get resolve. I ended the phone call and I'm here to voice my frustration. And to my surprise I see that I'm not the only one who is having unresolved issues. After ten years of service it's come to this. This AT&T merger is the worst thing that ever happened to a once reliable company. Needless to say I will no longer be begging for a replacement receiver, in fact I will be sending them the rest of their equipment and terminating my service with Directv. I hope this helps someone who is having the same problem or someone who is thinking about doing business with the New Directv.

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4:07 am EST
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DirecTV directv

Screen freezes constantly can not access on demand channels it says; sorry no programs for the filter you have chosen. Called to have fixed but got nowhere with someone in another country who couldn't fix problem could not even tell me how to reboot. I asked am I supposed to just pay the bill even though it doesn't work and your employee said yes. I asked for a supervisor and he said I would get same result he also said they would discuss my problem. I said send a technician. Frankly direct tv sucks. Michael kizzer — account # [protected] i'm willing to bet this does not get answered. Oh in case you need a phone # [protected]

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11:25 am EST
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DirecTV program grid!

Is there any way to go back to the previous program grid we had before? This new grid is hard to use, recorded programs are not on the list sometimes, when I'm checking my recorded list it changes on its own and goes to something I have not clicked on!? Other problems too! The old grid was way better than the new one! Other people I've talked to have the same complaints!

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11:26 am EST

DirecTV customer service/sales//billing

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!

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4:12 pm EST

DirecTV service call

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.

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Pam Vogt
, US
Jan 22, 2019 1:05 pm EST

Same issue today. No show . Called tech support no note in my file that I had a service call scheduled. WELL after 14 yrs being a good customer I HAVE CUT THE CORD!

No more cable...

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Lalin Sourjah
, US
Jan 14, 2019 8:10 am EST

I had the same issue with a "no show" technician. Called DirectTV and they informed me that even though they had me on the schedule, they had not informed a technician. How poor can it get when you dont have the technology to assign a work order to a technician.

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AnnoyedWithDirecTV
, US
Jan 03, 2019 5:54 pm EST

Same exact situation for me today, January 3rd! This is soooo annoying!

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P
3:50 pm EST

DirecTV television services

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]

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7:54 pm EST

DirecTV poor customer service

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.

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4:50 pm EST

DirecTV direct tv foulups service termination

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.

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1:07 pm EST
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

DirecTV service

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.

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8:46 pm EST

DirecTV costs for nothing but infomercials

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.

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4:47 pm EST
Verified customer This complaint was posted by a verified customer. Learn more

DirecTV billing

I was told 2 months ago because I had a service problem on your in. that the customer agent said he was so sorry for my inconvenience so he would keep my directv bill no higher then 125.00 for 12 months Well that seems not to be the truth. this month it was higher and oct. bill was higher also. why do big Co. say one thing and do another. We have been with you for over 25 years.
NOW WE CANNOT EVEN GET A VET DISCOUNT. told just having directv for over 25 years and DSL is not enough.
We are now on S.S. both of us. when you over charge then we do not eat. I know that does not matter to you but it does to us. ALL I KNOW I AM VERY MAD.ABOUT THE OVER CHARGING
acct no [protected]

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11:56 pm EST

DirecTV I wish to file a complaint on a direct tv technician id # mat x 040342

On 12/19/2018 a Direct TV Technician with ID# MAT 040342 came to my home to repair an outside cable that was not in working order. Account is under Masel Safadago phone # [protected] account # [protected] at 525 Kings Creek drive Terrell.Texas 75161. At the end of the repair the technician told me to sign his screen to show he completed the job then he said I had to sign again for the being in working condition. Later after I receive an email from Direct TV that my service contract had went from the #8.95 per month up tp $21.95 so I call Direct TV and they stated the technician had received a signature that I wanted the upgrade. This was fraudulently gotten from me by having me sign on a screen for completion of work service completed working. This Direct TV # MAT X 040342 at no time ever n mentioned anything about my service contract. This was so upsetting that I was to a point of canceling my entire Direct TV service and have nothing more to do with Direct TV. This sneaky way of getting additional money is nothing less than a sneaky trick to pull on a disabled senior on limited income. The technician even excepted a Holiday gift for his dog with a value of $25.00 even after he pulled the scam of having me sign a blank screen for completion . This technician can fool me once but will never fool me twice. Happy Holidays, Masel and Gary Safadago please contact after 12 noon [protected]

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2:36 pm EST

DirecTV directv refund

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!

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DirecTV In-depth Review

Pricing and Packages: DirecTV offers a range of pricing options and packages to suit different budgets and preferences. Their pricing structure is transparent, with clear information on the costs associated with each package. Customers can choose from various package options, including basic, mid-tier, and premium packages, each offering different channels and features. The value for money offered by DirecTV's pricing is generally considered to be good, with competitive prices compared to other providers in the market.

Channel Selection: DirecTV provides a comprehensive list of channels, catering to a wide range of interests and preferences. Their channel lineup includes a diverse selection of entertainment, news, sports, and lifestyle channels. Additionally, DirecTV offers premium channels and sports packages, allowing customers to access exclusive content and live sporting events. The variety and diversity of channels offered by DirecTV are highly regarded by customers.

Equipment and Installation: DirecTV's equipment is known for its quality and reliability. Customers have reported positive experiences with the performance of DirecTV's receivers and remotes. The installation process is generally smooth and efficient, with professional technicians handling the setup. DirecTV also provides customer support throughout the installation process, ensuring any issues or questions are addressed promptly. While there may be additional fees or charges related to equipment and installation, they are clearly communicated to customers upfront.

Customer Service: DirecTV's customer service is responsive and effective, with representatives available to assist customers with their inquiries and concerns. Customers have access to various support channels, including phone, email, and online chat. The helpfulness of customer support agents is generally praised by customers. Based on feedback and reviews, customer satisfaction levels with DirecTV's customer service are generally high.

Reliability and Signal Strength: DirecTV's signal is known for its reliability and consistency. Customers have reported minimal disruptions or outages in their service. The signal strength may vary slightly depending on the location and weather conditions, but overall, DirecTV provides a strong and stable signal. Any reported issues or outages are promptly addressed by DirecTV's technical support team.

On-Demand and Streaming Options: DirecTV offers an extensive on-demand library and streaming capabilities. Customers have access to a wide range of movies, TV shows, and other on-demand content. The user interface is user-friendly, making it easy to navigate and access on-demand content. While DirecTV's on-demand library may not be as extensive as some other streaming services, it still offers a satisfactory selection of content. The quality of streaming is generally good, with minimal buffering or playback issues.

Contract Terms and Cancellation Policy: DirecTV's contract terms include a specified length, typically ranging from 12 to 24 months. Early termination fees may apply if customers cancel their contract before the agreed-upon period. The cancellation policy is transparent, with clear information on any associated charges. While some customers may find the contract terms restrictive, others appreciate the stability and benefits offered by longer-term contracts. Overall, DirecTV's contract terms are considered fair and flexible.

Overall User Experience: The overall user experience with DirecTV's services is generally positive. Customers appreciate the wide range of channels and packages available, as well as the reliability of the signal. The quality of customer service and support is highly regarded, with prompt and helpful assistance provided. While there may be some limitations in terms of on-demand content and contract terms, DirecTV is still considered a reputable and reliable service provider in the industry.

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