DirecTV
reviews and complaints

After being a long time Direct TV customer, they upped my bill and would not negotiate, so two years ago I switched to Dish. I was never very happy with Dish, so when my contract ended, I contacted Direct TV and was given a decent price, with a promise of a $150 gift card to be received via regular mail in 6-8 weeks. I made note of it with the date and marked my calender. We always loved Direct TV, so we were happy for two months - until yesterday. I called at 9:00 a.m. Pacific Time to ask innocently when I would receive my gift card. I initially called the "direct" line of the person who signed me up, only to receive a voice mail, so I called the number on my bill. I first spoke to Ace, who while looking up my account read that the activation fee was waived. I informed him that we were charged $19.95 activation on my VISA, so it was not waived. After considerable time with him he told me he would credit our next bill with $19.00 (I do not know why he was not able to credit the full 19.95, but I was ok with that). Evidently the person (John) who signed me up had lied to me - that was lie #1. Ace then said I needed to speak to the rewards center, so he connected me to them. I spoke to Alysa, who said not only could she not find y $150 reward, but that they had no promotions and there was no reward card available to me. I asked to speak to a supervisor, who was Dia. She reiterated she could not find nor authorize a gift card. This was lie #2 by "John", who had signed me up. I told her that I had written notes from the time I signed up and would be glad to send her a photograph of my notes. She said they were not capable of receiving anything like that (Hello? In 2021 you cannot receive a photo?). By then I had been on the phone one hour, so I admit my patience was wearing thin. We are retired, and although the $150 would not keep food off the table, it was a deciding factor in signing up again for Direct TV. I told Dia that we will just cancel their service if there was no gift card. She offered me $25 credit for my trouble to which I responded no, and for her to tell me how to return their equipment. She then put me on hold (again) to speak to "customer retention". I spoke to a person in customer retention who sounded like her name was Edz, and she transferred me to Crystal (the fifth person I spoke to), who was again not budging on the gift card. When I told her I wanted to return the equipment and cancel service she threatened a cancellation fee. I informed her that Direct TV had not followed through with their signing on incentive and I should not be obliged to pay the cancellation fee. This was 1 hour 30 minutes of my life wasted with these people in customer service (I use that term loosely). Crystal abruptly ended the call, and I believe it was 10:35 a.m. by then. Of course, I am furious with Direct TV and the way I was lied to in order to get me to sign up. What makes me more furious is that I really LIKE the operating system of Direct TV. Picture of my sloppy notes with notation of gift card and $19.95 activation fee that "John" said he waived in my records.

Patrick Peralt moving from 123 Broken Spur, Mt Home Texas to 487 Springfield Road, Fredericksburg, Texas 78624.
I was told that that someone would be calling 24-48 hours that was last Thursday and no call.
Man told me that my new address did not exist, it is a brand new subdivision with few homes but already get mail delivered daily. to his credit he worked hard to help me with the new location identification, he assured me the problem could be solved.

Is it that you have too many customer that you can afford to loose one that has been using your services for 28 years.

On November 10 2021, a Directv technician arrived at my home to install equipment for acquiring satelite with Directv. I was switching from Dish network to your service. A few days later, I received the requests from Dish network. When I tried to collect all of the equipment required, I noticed that some the equipment (LNB & SPLITTER) were missing . I immediately called customer service and tried to explained to them what had happened. It was difficult to convey to them what I was complaining about. I guess it was the language barrier. So I was able to get them to send out a technician. I explained to him that the other technician had taken the parts. He stated that he knew the technician that took the parts and he would inform him that he needed to return the parts

You auto-billed us for 3 months of 2021 NFL Sunday Ticket that we NEVER told you we wanted! That is robbery, and I will share this story widely. I have read the dozens of similar stories online from customers from whom you stole months of payments -- Over and over again, the same story: Auto renewal that the customer did not select, and no way to escape for an entire season without stiff cancellation penalties. When these poor souls try to end payment for a service they do not want, they are hit with late payment notices, and even notes to their credit score. As a former state legislator, I'm appalled this kind of dishonest business practice is still allowed.

Customer service has hit an abysmal low level. Been long time customer with direct tv, including my service at my last address for 3 years. Hit the point where I don't ever see myself returning, and will persuade others to seek different options. Few instances that have spurred me to feel the need for this complaint.

The latest being I moved and had to cancel service (no longer under a contract). Called in and service was canceled and I thought everything was good and squared away. I canceled service as of 11-1-21. Service start and end date is of the 21st each month. Was told service will be canceled as of the 1st. Remaining will be prorated and credited back. The return kit was supposed to be sent to my new address. All good, right? Far from the case!

The kit was sent to the wrong address. Was sent to where service was instead of the new updated address I specifically gave them. No big deal. I'll call and get corrected and sent to the address it should have. While I tried to do that I legit had to speak to 6 different reps. For something as simple as correcting the kit shipping address (i was not able to go to local FedEx store at time. no location near). Reason I kept talking to different people, is I would speak to someone and kept getting transferred to wrong department. Somehow 4 different times ended up with internet service customer dept. Even after specifically telling each rep what just happened and I keep getting put to internet when I wanted direct tv. Each time explaining situation and my information. A simple address change request turns into 40+ minutes on phone to correct a mistake that direct tv made originally in first place!

Then fast forward to Nov 17th, I had over $300 auto deducted from my bank account by direct tv. Several problems with this. One being I specifically went on my direct tv online account and turned off auto pay. (Actually turned it off the prior billing cycle). One reason being I was waiting for final corrected bill with my prorated credit, so I could pay my final total. Also the bank account on my direct tv account I was no longer using as I moved, and no longer depositing money into that account. At this time, I'm still waiting on the kit to return equipment and still never received a corrected bill, but somehow someway direct tv went in and auto deducted money from my previous bank. Causing it to overdraft as I no longer used it and was hit by a fee by the bank. And included in that $300 was the amount that was never supposed to be charged for (the prorated credit from the service I canceled).

I called in to see what was going on and obviously frustrated. Legit again spoke to 5 different people. Each time was told either I was in wrong dept., or they didn't have authorization to help and had to transfer, or in one case I was accidentally transferred by one of them to the internet dept! With each time explaining my situation and information. Finally after getting through to someone high enough up in the customer loyalty dept of direct tv, he got the situation corrected. Which as it turns out was a pretty easy fix for him and something he quickly identified was a mistake by original direct tv rep who canceled my service. Although he couldn't explain to me how my auto pay automatically turned back on and how that amount was charged like that on a closed account (he verified that he saw auto pay was turned off on his end). But at least he was honest enough to say he didn't know how it happened and didn't want to just lie and speculate. Respect!

Mistakes happen. We get that. But when it comes at the expense of your customers to call in and spend on average 30-60 mins and speak to multiple people each time for a simple fix to a mistake that direct tv did. That is a problem! Also not having properly trained staff to make sure transferring to the correct "next person" in line or even giving your employees enough power to handle certain requests where they have to go to the next step up, is again at the expense of your customers! Each time having to give each employee information on account just to finally get to end and realize that they can't help you..How much time does that waste for each call? Add in the fact that you now have frustrated customers on the line all this time and getting more and more frustrated by the minute with each person they talk to and have to explain the situation to, that frustration is directed unfortunately at alot of your employees, specifically at the lower level. (Sure that doesn't help employee moral and turnover). Which can again be easily avoided with proper training or allowing them the room and power to handle most requests.

In summation all your process and internal mistakes all come at the expense of your customers and initial contact employees!

Not to mention in addition to this, I had another situation after a year in my contract, when a rep for direct tv told me how he could lower my bill and get me free nfl sunday ticket deal, which I talked and worked it all out with him and he said this would all be reflected in next bill (this came about when I originally called in to remove a few channels after a promotion ran out). And come to see in the next bill none of that was the case and I was charged for everything I signed up for. After calling in several times and talking to several people again. I was told by one person "Just keep waiting it will be reflective on next bill." Or by another person saying "that deal wasn't valid and they didn't know why that rep offered me that, that it couldn't be given." Which if it was a mistake by that rep, you still have someone representing direct tv offering it. Maybe that's their mistake or mistake in training but either way that shouldn't be your customer problem! Finally after many more calls I got to the "right" person in loyalty dept and he did honor everything I was offered. But again it took non stop calls. Transferring to different people. Lots of time wasted on phone calls. Frustration with alot of initial reps to achieve this!

I have no idea how I could ever justify returning to direct tv ever again with this type of service. And any time I can persuade others in future to steer clear, I will do that. With all the streaming services out there these days that are far far cheaper. All these other options, you would think now more than ever direct tv would up their customer service game. But its gone the other way. I'm never usually the one that takes time to write up complaints, and to be honest, I'm not even looking for anything in return. I just hope direct tv now has all the mistakes fixed on my account and I can just be done with them for good. But I feel the need to make this known to anyone willing to read. If it saves another customer from joining direct tv and having to deal with them. Or maybe just one person in power for direct tv to see what kind of maddening culture they have created, then its worth it. Your customers and initial contact employees don't deserve the frustration that comes with the dynamic and customer service protocols that a clueless corporation has created!

I just switched from dtv satellite to streaming today. I spent 1.5 plus hours on the phone with 3 depts, a woman who lastly also gave me misinformation after I ordered the service. I was unfamiliar with streaming and asked many questions. 1st being, if I switch, will I need any extra equipment? She said NO. As long as I have smart TVs, it will work fine. She said they do encourage their device for better streaming. I told her that one of our TVs was not a smart tv so she suggested I buy one of dtv s devices, which I did. She said all I had to do was download the dtv streaming app on my tv and start streaming. My device would arrive in a few days and she would cancel my satellite. I got home form work and tried to download this app. Turns out you can not do such a thing on a tv. I then went on a chat with dtv to ask for help…they informed me that this can not be done amd I need to purchase 5 more devices from them or go out a buy 5 fire sticks🤬 seriously? I was told by 3 dtv employees in 3 different depts that no extra equipment was needed.. just download and stream. After another hour conversation with a representative and a manager, I had to purchase more devices… which in turn brought my bill up yet again. The sole
Purpose of switching was to bring my $205 bill down. I am utterly annoyed and frustrated with dtv customer service and should just cancel everything. Not only did they misinform me for a purchase, they did absolutely nothing to compensate for my inconvenience when they were in the wrong! My bill went up $100 since initially signing up not long ago which should of been a red flag for me. I asked for the fees to be waived for the equipment amd was told they couldn't do that even though this mess was their fault! Very disappointed with dtv and will be sure to spread the word! I also have chat transcripts from today. Be better people! Train your employees to be more knowledgeable and less deceitful

I ordered an extra receiver for another bedroom and was told it would be an extra $7 per month. Then was told I would get a genie for two rooms totally free. I said ok as long as it's free. Then I get a bill for over $300. After listening to the recorded call, they agreed to remove the charges and told me I would pay $134/mo. That's $52 extra a mo. Not $7!
I cancelled service then they said they entered me in a new 2yr contract and I had to pay $248!
They deserve to lose customers to digital TV and I'm loving my new You Tube TV!

Account Number - [protected]

Received my monthly bill today and noticed that I have a promotion for showtime added to my account. The promotion is free for 3 months (expires dec 27, 2021) I was told (by trixie at 1:30pm on 11/2/21) that if I don't call in and ask that it be removed before it expires, that I will be charged $10.99 a month... For something I did not ask for nor did I authorize.

My problem is that we never called and requested this feature to be added to our account (which trixie could not find any record of anyone requesting that this be added to our account). This is not the first time that a "free" promotion was added to our account without our permission. This practice is known as slamming. A practice that a company does in hopes that a customer does not notice that it has been added to their bill and they unknowingly pay for the "free promotional service" after the "free trial" period.

I want this practice STOPPED! And don't try to tell me it is a system glitch! I've read all the complaints from customers that this excuse was given to them. That excuse will not fly with me. I want verification that something can be added to my account that prevents DirectTV for automatically adding promotional charges to my account without my verbal/written permission.

Gary and Anette Coppedge

I canceled service after many years. You provided a postage free box to return equipment. I followed directions completely. Took box to local post office as stated in instructions. Now you have turned a "no return equipment" to a collection agency EVEN after I have talked to your service department about this many times. Their response has been to wait as they are really behind in processing returned equipment!

DirecTV marketing and advertising would lead you to believe that they carry EVERY out of market game that is not on a major sports network ... and by this I would say that it should be available to me through no additional money.

I fully expect them to not have games that are on NHL channel or ESPN or my local TV station. What I do not expect is that they DO NOT carry games that are exclusive to ESPN+/Hulu and these are also PAID services.

This is really false advertising.

And what is worse is that they will not even tell you what games they WILL NOT carry and constantly point you to the game schedule that they DO carry. You have no way of knowing what game is ESPN+/Hulu exclusive and they do not carry it unless you lay down the schedule provided by them and look at every day to determine what is or isn't on DirecTV.

DirecTV should redo all their marketing and advertising to say that if you purchase the NHL package, you are guaranteed nothing really but may (or may not) have the ability to watch out-of-market games.

At this time I had to PAY additional money for ESPN+ subscription just to watch select games.

Without posting pictures we can use tonight as an example:

I pay for the NHL package from DirecTV.
I had no issues watching three of the four games playing tonight.
The forth game I was most interested in.
It was not on any local station, not on NHL and not within the NHL package stations.
It was like there was no game ... yet I could see the live scoring on NHL web site.
I had to use my TV and purchase ESPN+ streaming service to watch the game ... a game that DirecTV led me to believe I could watch paying them their fee. And now I have $5/month on top of their fee to watch all games (I think). Until I guess someone else who charges $ gets excusive ad them I pay them too?

We have spent so much time on this that we have over 10 hours of wasted time. We have contacted customer service several times where we have been on an hour call to be disconnected with no phone call back. We have been told somebody is coming out to finish our install and nobody shows up. We then call and they say they have no record of our service. Even though we have text messages and emails stating the date they will be out. We have recorded messages as well as they say they are recording our so we ask them to please listen to our message and they say they can't. We switched from Comcast to go with you but it has been nothing but a headache and waste of time. We have never been late on any bill in our marriage of 17 years however I don't see how I can pay your bill if you still haven't competed our initial request as well as trying to charge us for our landline when it doesn't even work.

My wife has notes from every call including the beginning conversations with people's names, id's and confirmation numbers. We did this originally just to make sure we stay on top of what we were being told but now it is being taken so that we have prof of the time wasted on our end.

Please help as all we are looking for is to get our service completed along with what we were told we we're going to get with your service.

The last straw was today when we were told somebody would be out for the third time to then waste time on waiting at the house, then on the phone for over an hour then the supervisor hung up on us after 30 seconds and didn't call us back.

Jimmie Hairald
825-922/4515
505 Flintock st, Joliet il 60431

We have been without service since 1700 hour 10-09-2021 and in trying to get some kind of support we get the run around. Call your numbers posted told the problem had us check the cables and plugs and they were in place. My wife called again this morning 10-09-2021 again was told the same thing after an hour on the phone with no conclusion they set up an appointment for 10-11-2021 between 8am and 12 what a beautiful company no customer service no fix no nothing and you think i pay 190.00 dollars for this crap i think dish tv is around the corner since your supervisors aren't working the weekends so sad wait until i let the world know how you treat your customers never late in payment but what the heck does not mean a thing

I am so tired of having to call Direct tv almost every month because my bill is always wrong and when you call the prompt says someone will answer in one minute and its never answered and on weekends just forget about it this company is the worst when you finally get someone they are so rude then they put you on hold to someone else and no one ever comes back to the phone.I just spoke to someone a few days ago about my bill and my bill is always paid in full each month which my next bill would be the sme as last month because I didn't change anything and soon as I get my bill it's wrong again and when they put their on charges on your bill they take that money out of your account

My service has been out since 9/22/21. They were supposed to fix it a WEEK later on 9/29 but never showed up. Now they aren't coming until 10/4. This is their problem! It is with the satellite on the roof! There is no way to get any resolution! I am an American with Disabilities and the TV is my connection to the world! I filed a complaint the BBB and they have a month to do anything!

Called March 2020 to have wife put on billing and to stop showtime, he said it would happen in the next billing. Next bill comes in and showtime is still on, so wife called again in July 2020 and told them about canceling showtime the person said that it would stop on the next billing,

In December 2020 showtime is still on so wife called again and was asked for a four digit code when did this come about... we don't know we had a code to put in so in March 2021 I called to stop everything and was also told about the code, that I don't know and asked if we could change the code, they hung up.

Called again in March and still told them no code to give and if I could change code hung up again. So in April 2021 called and told the person that I have no code and she told me to go to a AT&T store with the receivers and they could help me with the code. I called in June I didn't go to the store but was hoping I could get it done over the phone and told that I don't have a code this person also said go to an AT&T store and they would help me.

Went to a AT&T store with the equipment from DIRECTV and the first thing out of the manager mouth was we don't return the equipment you have to take it to a UPS store to return, I told him that I was told to bring it to any store and they would help me. He was very unprofessional not wanting to help me so I left the equipment at the store.

Come back and what I see on my email is about returning equipment, shouldn't that be sent to me when I ask to stop DIRECTV not after the store has it. Now I'm fighting with them on the equipment since they have it now they want me to pay for the equipment and it is at there store.

I canceled service on sept 7. I was told i would recieve a letter within 7 days telling me how to return equipment. I called again after letter was not received. I was told to take equipment to fedex. So i did. Then i got a bill for the equipment and directv access for the month after i canceled. When i canceled no one told me that i would have to pay for the entire month. How was i i watch directv if you requested the equipment back 21 days after i canceled. I canceled on the third day of billing cycle. Since i was never informed of att rule changes, i am not paying for services i was denied.

I pay a lot of money to watch a lot of games which requires switching around to different games. The enhanced feature box will not allow this as it won't let you switch channels as it loads all the nonsense. If 2 or more games have my interest it is nearly impossible to keep up because of the delay. This makes me want to cancel Sunday ticket that I have has consecutively for 23 years.

I had my insurance come out due to a leak coming from my roof into one of my bedrooms. They concluded it was due to the removal of the satellite dish that was installed and removed by Direct Tv. I cannot add a photo, but I can get in contact with my insurance company to asked them to forward me the pictures they took.

I do have an account with Direct Tv.
I would like for you for the roof to be repaired as soon as possible.
Please advise.

My name is LaVerne Morgan,
Phone number: [protected]
Cell number: [protected]
851 Benninghaus Rd, Baltimore, MD 21212

On April 24, 2017 I cancelled my service. I was then sent boxes to send equipment back. I did send all equipment back in. Then, I pull up my credit report in 2021 and see Directv claiming I owe $171.48! I returned the equipment, and they continued to bill me, and after I had moved I was not getting any letters and could not fight it at that time. I just noticed, years later. What they did is criminal. I returned their property, now they think it's perfectly fine to destroy my life. I want this removed from all credit reporting agencies, and I want compensation for the damages they have done to my credit file during those years.

Had DirecTV installed on Thursday(April 15) evening - was dissatisfied with the programming; called the next day to cancel, a Friday - was transferred to various people eventually ending up with technical service. - who advised me to wait for 24 hours so that all updates to programming would be complete.

It was Saturday now. I called to cancel still unhappy with DirecTV. Was told that I had had their service beyond 24 hours. After some silent tabulating by the customer service rep was tald that would receive a bill for $624.