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2.0 2186 Reviews

DirecTV Complaints Summary

537 Resolved
1648 Unresolved
Our verdict: When using services from DirecTV with a poor resolution rate, be vigilant. Understand the common pitfalls other customers have faced. Prepare thoroughly for any interactions with their customer service, and consider alternative solutions if your issues are not addressed satisfactorily.
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DirecTV reviews & complaints 2186

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E
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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3:56 am EST

DirecTV Cable service

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

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5:49 pm EST

DirecTV billing/refund

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.

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1:38 pm EST
Verified customer This complaint was posted by a verified customer. Learn more

DirecTV tv service

Description: I have called DirecTV several times to have my service repaired so that it works properly. Fact of the matter is I have had 4 service calls in a month's time period the 1st 3 times the service men said they got up and fixed my satellite and/or checked my satellite dish on the roof which was completely false they never got up and checked my dish. The last technician I had out here 2 days ago actually got up checked the dish and found out that the transponder was defective. I called in today to let them know my services were still not working properly that I could not use any of my on demand services and that my screen was still freezing for 15 to 20 seconds 2 or 3 times an hour. When I called in today I was connected with and Angelica employee ID376U which in my opinion was very argumentative and trying to pass the buck off to my Internet company telling me that my Internet wasn't fast enough. I have more than enough Internet through xfinity to watch on demand. I believe that for the price I pay of 200 or more a month for their services I should not have these problems. In my opinion directv does not seem to care about the consumers it's all about getting their next monthly pain. I have not been offered any compensation for all the problems that I've been having I had to ask for them to consider compensating me for all of these issues. On another note I also complained about their timeframe for their technicians of between 4:00 p.m. and 8:00 p.m. at night right in the middle of dinner time and family time is unacceptable to have a technician roaming around my house and they refused to give me any other reasonable time to get a technician out here.
Product_Or_Service: Direct Tv
Account_Number: [protected]

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11:08 am EST

DirecTV early termination fee

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

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7:18 pm EST
Verified customer This complaint was posted by a verified customer. Learn more

DirecTV genie replacement

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.

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5:11 pm EST

DirecTV customer retention sucks

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.

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7:08 pm EST
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DirecTV customer service

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.

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5:27 pm EST

DirecTV cancelled upgrade appointment and didn't notify us.

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.

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12:45 pm EST
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DirecTV billing wrong amount

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.

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7:29 am EST

DirecTV failed programing upgrade

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.

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10:02 pm EST
Verified customer This complaint was posted by a verified customer. Learn more

DirecTV technician

on november 1 a technician visit us to fix a problem wich he did got it fix but when he left we notice tools missing from my garage i contact by phone and its a dead end no luck as soon my contract its over i want no business with direct tv i hope some one can help me recover my tools a charger, drill, , battery, and electric meter. my name is Ruben Rivera my number is [protected]

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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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