DirecTV
Reviews and Complaints

I was convinced by a promotional offer to try out Directv in February 2017. The channel line up is not as good as what I had, their navigation sucks compared to Dish, and the monthly bill would be a little more than what I was paying. However the promo was good enough to make it worth giving them a shot anyway. It is now November and I am still fighting with Directv to get them to honor the promotion. I have wasted countless hours on the phone with them - their reps are not trained to actually do their jobs and they refuse to connect me with anyone further up the chain. I've even had the promo partner submit requests to them, which they've told me Directv has just ignored. I can't imagine what my frustration would be if this was something like a billing issue.

My name is Curtis Derry. I have had several problems with direct tv, mostly Internet issues, the main one being when I signed up the salesman told me you had high speed Internet, which of course was a lie. Last week I got a cancellation notice of only 5 days, I sent in a check and it did nit get cashed. Since I get paid every 2 weeks this was not enough time for me to resend another check and you ended my service. I was with brighthouse for years before they became spectrum and they never treated their customers so poorly. Today I paid my bill and was told my service would be cut on. After I got off the phone I noticed It still wasn't working so I called back, I was on the phone with a representitive that tried to fix the problem and told me they would call back after 5 minutes. 15 Minutes later my girlfriend Brittany calls because I am at work, and they told her it would take 4-8 hours to get service back. This is the worst service I have ever recived, and if you weren't charging a cancellation fee I would have cancelled months ago when I found out your salesmen said you had high speed internet and lied. I will make sure to tell everyone I know NOT to use this service.

On October 24th, 2017, I called DirecTV to inquire about switching our cable and internet service to their company as we were moving and the price seemed to be much less than what we were currently paying with Comcast. I spoke to a salesperson that sold me a bundle package of internet and cable and we set up an installation appointment for a Monday, the 30. Long story short, after the install guy showed up and told me that he was only there to do the cable I immediately called DirecTV to find out when the internet install tech would be coming. It took being transferred 9-10 times, several disconnections and almost 3 hours on the phone to finally have a representative in God knows what department tell me that they don't even offer internet in the town I live in. SERIOUSLY? I never would have switched. During those many transfers I was told that I would be receiving credit for their mistake and waiving the installation fees. But it gets worse. Last night I received an email saying they enrolled me in a Protection Plan that I did not want so this morning I had to call them back again (another hour plus on the phone) to cancel the protection plan. While I had them on the phone I asked the person to verify that there was in fact credits on my account for the hassle that I had endured. Nope, no credits. Transferred to a supervisor that told me that they can only go by the "FACTS" of the case and that they couldn't offer any type of credits. Asked to speak with his manager who then said he was really sorry and could offer me a couple months of HBO for free for my troubles. Again, SERIOUSLY? How would that be compensation? I will be cancelling DIRECTV and returning to Comcast. They may be more money but they definitely treat their customers so much better and have always compensated me when the mistakes have been on their end. I own a small business and if I ran my business the way DirecTV did I would be out of business by the end of the week. Customer service and making good on your mistakes is the only way to maintain a business. Please be advised... do not trust this company or anything any of its representatives, especially the sales people say. They will say anything to get you in the door and then do nothing to provide the service they sell you.

#directtv never ever in my life will I ever have anything to do with this company.. We signed up at sam's club in jan 2016. 24 month contract. Free football the following year. After a year the price went up. Then they started charging us 46.99 a month for nfl package. I called and cancelled nfl package. They compared their "savings" with cox and showed us how cox was taking advantage of us and charging us for every little thing.. Uh fast forward to oct 2017. I called, spoke with a gentlemen that clearly had some kind of disability (Not an issue) but he was the one who was the customer service rep I spoke to.. He guaranteed I was not and would not be charged or getting "movers package. This was nov 1 the day after the horrific vegas tragedy our town experienced. I felt that this young man did not understand my=e clearly enough, so I called back and spoke to another customer service rep, who hung up on me, (Could not understand english, and what I was saying, not being mean just saying the truth.. I called back a third time and was told no I was just getting my direct tv dish put in my new home.. Also the mini genie we no longer needed, we could give to the technician and be credited.. I received and e-mail sating I had agreed to movers package.. Good lord.. I called immediately to tell them again that I did not want nor did I ask for or agree to the movers package, I was already in a contract, until 2018, and was told that the current contract was still enforced.. Today I am checking our bill, I was still being billed for both receivers even though we gave the technician the mini genie as we were instructed. They took off the 7.00.. (Credit on next bill) then my bill showed 1 of 12 installments for new contract.. What? Omg really.. Yes.. I called them.. I was on the phone with #directtv for over 45min.. The lady said there was nothing she could do.. That there is no way they can move your"dish' or install a new one with out a mover's agreement.. So the last 4 direst tv customer service reps lied to me.. I asked for them to get the "recorded conversations for quality control purposes" and listen to them and the conversations I had with 4 different reps.. She said she could not do this, it was some where in new mexico or az or? Omg then she put me on hold for 20 min.. Talked to someone in the upper office.. Came back on the line and then proceeded to tell me that if I did not accept the mover's deal, I would lose all my discounts and credits! So the 46.00 a month which I never paid (They raise it by at least 50.00,) with taxes and fees, I would now be paying the old rate of 146, 99 for one direct tv dish & receiver. I said absolutely no way.. She said do you want to cancel.. I said yes.. She said she would waive the early crenelation fee.. (We will see if they keep this part of the bargain) done! I had auto pay, never late. Etc.. This is how they treat their customers? Plus we are a military family too? Unbelievable.. Never ever ever again.. I will tell everyone for the rest of my life when ever I see a direct tv table, sales person, ad you name it.. I will tell them about our experience.. Worst ever.. Bait & switch company is what they are. I recommend roku, netflix, you tube live, no one need to pay for cable any more.. We have had cable since 1986? This experince with #directtv in 2017 has been the worse ever.. Over it.. Never in my home ever again.. Grrrrrrrrrrrrrrrrrr :> (Angry face.. Rant over..

I actually have been a current customer for over 15 years. I called so I could get TV in are second home that I work out of. I was passed around to four departments the first day and eventually hung up with frustration. Why do we enter are account number when we call and have to do it again ever time we're transferred? Why!
Got installers to give me a date 3 days after I finally called. They said it was going to take a week. So I took my half day off work and nobady called me. I ended up on hold again to find out that nobody called to reschedule a date. What is wrong with this company? I'm totally upset with the computer that answer your calls then the people that seem to not speak English or understand English!
I want to know we're I send my bill for time to?

I cancelled Direct TV and went with another provider, direct tv called me everyday trying to convince me to return, so after 1 week I decided cancel my new privider and reactivate my account with Direct TV. I told them I would use my same equipment, so they said no need to return them, the installer with program the same equipment I have had for 2 years. Everything seamed perfect, until last week, my husband notified me that $363.40 was withdrawn from our account from direct tv. So, I called they said it was for the equipment I did not return, I reminded them I reactivated my account. So they said to call them back 72 hours later and they would credit my account and them refund my money back to my checking account. Called back they said now it will take 3 to 5 business day to be refunded. I told them I needed that money back because I had other bills to pay, the manager said there is a process I have to wait another 5 to 7 days to be able to credit my account. That guys was so rude and his English was so broken I couldn't even understand him and ended up hanging up on me. So I waited a few more days. So on the 7th business day I call back. The "representative said now there is a new process, I have to wait up to another 7 days before I receive a visa check card in the mail with my refund. I said NO. I want my money back by the morning in my account. I need to pay other bills that I'm all ready late and on some I'll have return check fees. He said thats the only process he could do. I asked for a manger once more, he was very ugly and I was ugly back to him, he put me on hold and ended up transferring to another representative which had no clue and I had to repeat myself for the 500th time. I need my money back. I don't understand how it's so easy for direct tv to withdraw money and not be able to return the money back as easy as they took it out, especially when it was there fault not mine...

I called this am and asked if I could get a deal on my lowering my bill I told the guy yall always offer us this for being loyal good customers.. I also told him that dish is always offering to swap us for almost same channels for 50 something a month. But he said yall didn't have a deal and would have one in dec but I was welcome to check elsewhere for deals I said so basically you saying check with dish for cheaper. He said not exactly but that is what it sounded like to me! I have liked having directv but I have never been told this before someone has always helped us out on a special on our bill! anyway just thought I would let yall know! he name was kerone rickett! I always thought directv valued us as a good customer til this morning! if I don't hear anything from yall I will figured we don't matter so if we change to dish.. Remember its on kerone not us! thanks unsatisfied customer right now! debbie smoak our acct number is [protected]...: (

I have not signed up for these channels when signed-up for the service over phone. Nor was these explained to me.
I have not used these services either.

I called in to request to waive these charges from my account. The rep kept on hold for 30 min and then disconnected before closing the conversation. I called in for the second time, and I was on the phone for over 30 min and the supervisor said they can only give partial credit and refused to waive the charges.

I previously also had to call in July/Aug to fix the billing issues. I had to spend over an hour in two calls (rep disconnected first time, very rude and unprofessional service).

I am planning to file a complaint to FCC, Consumer court and also to COSTCO (where I bought the services from). Before I file a compliant at FCC and Consumer court, I am wondering there are folks in Direct TV who can take care of the issue.

I waited 10 1/2 hours today for them to show up and they never did, and they were not courteous enough to call me! This is BS. I also called them today to verify the appointment and I was told someone would definitely be here before 6pm.

I have my alarm, telephone, Directv, and land line with AT&T. I plan on cancelling everything when my contract is up with Directv in January.

UNHAPPY IN TEXAS! We don't need all of this aggravation after getting devastated by Hurricane Harvey!

In may or june 2017 I spoke with a rep after my services were interrupted the day before the notice informed. I asked what channels or services I cold take of to lower the billing amount. I was told if o took off services my billing wouls be higher. The rep recommended being billed by direct tv separately as this is the service that was interrupted, but the bundle billing price wouls remain the same. Here I am in October being billed 139.28 for august, 139.28 September, 139.28 October. So my bundle is now voided. After I was told this would not change. Called in September was told I had to pay 125 to get servicea back on and next month shouls be fixed. Still not fixed rep see no agreements on their end.

Hello;

Direct TV account # [protected]

We don't know what else to do. We ask for your help. We have been told by many of Directive representatives that they don't know what else they can do! So, we're turning to anyone and everyone to ask for help in a matter that no one wants to help us with.

Here is the issue: On August 31, my wife accidentally paid our direct TV bill (online) with money she thought was going to our Mortgage payment. So, instead of sending $132.35 to Directive, she instead sent you $1, 904.00! About ten days later after our mortgage company started calling us to ask us where our payment was (and we have never, ever had a late payment in 20 years), my Wife was horrified to learn that she accidentally sent our payment to Directive (Our Mortgage Company is De-Tech. Hence, you can see how my wife could confuse in a hurried way, De Tech with Directive). On Sept. 15, she contacted Directive and found out that we had a large credit of $1, 771.65... which was the amount left after Direct TV deducted our monthly payment on Sept. 4th. OK. We can understand that. But, we obviously needed our excess money refunded to pay our mortgage payment. So we requested Directive on Sept. 16 to refund us the remaining amount of $1, 771, 65. Your representative seemed happy to do this and assured us that we would be promptly refunded the excess amount within 5 to 10 business days. We started to count the days and watch our mailbox. But when Sept. 29 came (exactly ten business days later) we did not receive any check in the mail from Directive. We decided to wait another 5 days. We then called back on October 6th and we were told by two different representatives of Directive to be patient... that the check will come shortly. But still, no refund. Then, another week later, we called again. But this time we got the names and ID of representatives who keep telling us that the "check is in the mail" so to speak. We talked to a representative named "Sean" or "Shawn" ID # SMO743. He assured us that on Monday morning, October 16 that we would be receiving a call directly from someone in the "Finance dept." of Directive who would explain the problem delay and fix everything. Come Monday morning, we received no such call.

Now... we are very upset. So I called Direct TV myself... and, I wait the usual 20-30 minutes to speak to a supervisor (and, I am sorry but I have yet to speak with someone who spoke English well enough so that I didn't have to keep asking, "What did you say" I don't understand what you are saying... please repeat that?"). But... after being transferred to two different"Supervisors"I finally spoke to a"Clara"whose ID is 92271. Clara was now the first representative to tell us that it isn't 5 to 10 business days but rather it is 10 to 15 days to wait to receive our refund (Business days)! What? We were told 5-10 days for three weeks by three other"Supervisors". We are now told its 10-15 days by Clara! We are now very upset. Because.. even stretching that out, 15 days, our check has still not arrived! We have not received any refund! NOTHING!

But... to make matters now extremely upsetting to us is the fact that we learned from"Clara"that actually our check had been authorized to be written on October 3rd! But... it was"conveniently"delayed and written on October 5th.. A DAY AFTER OUR OCTOBER PAYMENT WAS DUE! SO... WITHOUT OUR PERMISSION, DIRECTv DECIDED ON THEIR OWN TO SUBTRACT OUR OCTOBER PAYMENT OF $132.35 OUT OF OUR EXCESS OF $1, 771.65... without our permission! So now... Our refund... if it ever comes... is now shrunk down to $1, 639.88! What is Directv doing here? Why did you do this? That was done without our permission! Who said you could do that with our refund? That refund is ours and its our choice how we pay DIRECTV.

So now... we have two major problems with Directv and we need someone other than the people we are only allowed access to, to talk to someone on the phone who does clearly speak for Direct TV and who can truly get things done to help us with this and return our refund as you had said you would!

1) DIrect TV owes us our refund... which was approved on October 3, which was $1, 771.65. Then, we can choose how to pay you for our October payment! (And we are great customers with an impeccable payment record for many years) We don't want to continue to be given the"run-around" by your representatives who tell us conflicting directives such as refunds take 5-10 days... then its 10-15 days, or.. that its in the mail... etc.

2) We want an explanation as to why your company chose to take money out of our refund to pay yourselves without consulting with us! That was so wrong and if we do not hear a plausible explanation, we will continue to raise this matter with as many people as we can because we have been directly mistreated and abused by directv... by your careless use of our money and reluctance at refunding us properly in a timely manner. We have always made our payments to you in a timely manner and yet your company has treated us so unfairly and without any urgency to help us solve this matter. We now appeal to you.

The latest story that we have heard from Clara (who called us back Tuesday of this week) is that we will receive our check by this Friday. Yea, right. We have heard that before.in fact... several times. We have our doubts because of how we have been purposely mislead so much in this matter. Think of this... would you put up with such a delay... (about 5 weeks) if you accidentally paid over $1, 750 for a bill and needed that money returned in order to pay other bills... but were continually given the run-around for 5 weeks and still haven't received it.
So... please... What can you do for us in this matter? We need your help in resolving this matter... please.

Direct TV account # [protected]

On Wednesday, October 25th, while installing an irrigation system for our home, inadvertently, the work crew cut the line to our dish. Because my wife was hospitalized for surgery, I did not turn on our TV on Wednesday, but when she returned on Thursday afternoon, she turned on the TV and realized that the cable had been cut.

Our landscaping crew, was immediately able to identify where the problem was and we called for service. The service was scheduled for between noon and 4:00 today (Friday). We considered that acceptable and were looking forward to the restoration of our service. We have been DirecTV customers for over 15 years and subscribe to a large number of products.

At 2:00 our time, we received a phone call from DirecTV indicating that we need not worry and that we would be receiving service before 4:00 our time. At 4:25 or so our time I called to find out when we would be serviced. I then was told that our service was postponed and that we needed to be rescheduled. I insisted that the service be provided as promised. That plea when nowhere. I was given the opportunity to reschedule, but I then demanded that I speak to a supervisor. I was on hold for over 20 minutes and I never had a chance to speak to a supervisor.

I subsequently made a second call and was able to talk to another representative. I recounted what happened and she could do nothing other than to offer a rescheduling, which ultimately I accepted. I asked to speak to a supervisor, but this time, after once more a lengthy wait, I was able to talk to a supervisor. I recounted what had happened to us and she was not able to offer more than a rescheduling on Saturday, once more between noon and 4:00. I asked that we be put in at an earlier time (8 until noon), but she claimed that she would be unable to do so. Quite frankly, we have sincere and now well-grounded fear that we will not receive the repair service even then.

The supervisor I did talk to did indicate that she was able to find a reason that we were not given the service promised. She said (and for the first time we learned) that DirecTV did not have enough technicians to provide us with the service that they have promised us. However, they hadn't told us that at any time until two and a half hours after the deadline we had been promised and no one else at DirecTV knew that that was the case and obviously they refused to provide overtime so that the work would have been done as promised to us.

While we very much hope that DirecTV will actually do the repair tomorrow as promised, we have absolutely no confidence that it will take place. They have shattered our confidence in them by failing to come through with their commitment to us and by failing to inform us that they were doing so.

I cancelled Century Link and Directv in August 2017. Century Link sent me a check for over $200 because I always pay ahead. Directv said they would send a box for the receivers and chips. It never came. They keep sending bills saying we owe them. I tried to call the number on the bill and keep getting shut out when they ask for the phone number as it states the bill is overdue!
Now they say I have to pay for months and a $10 disconnect bill. No way am I going to pay or something Directv messed up! When I asked to speak to a supervisor no one was available. I did not want to be angry with the person on the phone as he was not the one causing the problem, but it is very frustrating. I will not pay for your mistake. II will wait to see if the box for the receivers and remotes comes in seven days.

7/17/17 notified we were eligible for a receiver upgrade with free nfl ticket.
8/6/17 new receiver installed
8/28/17 $20.99 protection plan showed up on bill - requested it be removed and it was.
9/17/17 nfl ticket charge on our bill of the first month, $46.99.48 minute phone call (irvin) with multiple long holds waiting for them to agree to remove the charge as we were promised on 7/17/17 the ticket would be free. no resolution at the end of the call. never have I been more angered or frustrated with a customer service call. it was as though he kept putting us on hold thinking we would just give up and end the call.
9/21/17 another call (ireen #[protected]), multiple long holds, 40 minutes long in total & we were told the amount would be refunded
9/28/17 bill shows no refund. open a chat (sandy) to find out where our refund is. she said it would be refunded on our next bill. (photo of screen shot attached)
10/20/17 bill still shows no refund. called (beth) who said it would be put into the system 'immediately' and I should be able to see it online the next day. that was lie because it is now 7 days later and nothing.

I can't find an address to send a complaint letter and calling is utterly useless.

On 26 Oct 2017, I had Directv/internet service installed. Services were purchased through a contractor at Walmart. I had inquiries about the reliability of service since I had Directv before and satellite service was not very reliable in rainy weather. Service advisor stated that they had new systems and there was a 99 percent reliability of service. The service went out several times during light rain. The internet service was slow and at night time would not be able to search the internet. Upon cancellation of service I was told that I had 24 hours to terminate service without penalty. That to me seems ridiculous. That was the first mention of such a short period of time to determine if service is adequate. I have been sent a bill on my account #[protected] For a fee in the amount of $460.00 for early termination which I do not plan to pay. Please look into this matter and advise me accordingly. I canceled my Directv service on 17 Oct 2017. Thank you very much for your immediate attention to this matter.

Leon Pleasents

I got charged 400 and plus dollars for a service I was not using, I spoke to a bunch of people and they said they would fix it but they would just transfer me to someone else, this is [censor] ridiculous, a service I was not using and you charge me, I told all the people I spoke to the same thing and they would transfer to someone else, terrible service terrible, I want my money back because that is unacceptable, I will never use this service again, its a rip off and a disappointment

I requested a promise to pay as I do every month and I request to make my payments at the end of every month. I have been doing this at least since April of this year. I was out of town for a funeral and returned home yesterday and my services were interrupted. I am only requesting an extension for 2 days until Oct 27 then I can make my payment via debit card. I called and spoke with several representatives who explained that requesting extension and promise to pay are two different things. The system is set up which does not allow me to request an extension but rather a promise to pay. However, I did not receive a disconnect notice. I also asked to speak with supervisor which I was informed they would have one return my call. I have been a customer with DirecTV for several years as well as an At and T customer. I am considering switching providers. Any assistance will be greatly appreciated. Thank you

I moved into a duplex 2 years ago, the people before me must have had Direct Tv. There is still a dish in the back on the fence. Today the wire going from the house to the garage is extremely low. I called to see if a professional could come out and verify it is theirs and either remove the wire or tighten it. I was informed that it is not longer their problem. One of the reps told me I could just cut it down, without even having someone come tell me for sure it is theirs! What if I did what she said and got electrocuted because it was not connected to the dish? How in the world am I to know there is no electricity going into that wire? Why wouldn't they send a professional out to take care of this for safety reasons? I can only see the wire go from the house to the garage, I can't see if it is connected to the dish or not. I asked to speak to a manager and he also said it is no longer Dish's problem. That I could call whoever I want, its just not gonna be them. How am I supposed to know it is for sure a wire without no power if no one will come out and check it?

My name is paul barbour and I am calling about charges 2 on my directv account ([protected]). On [protected] I spoke with a representative mike at directv on 11:30 am. I was trying to get the nfl ticket that I though that I already had it. He informed me that I should have had that already for free. I informed him that it was showing that I had to order it. He instructed me to just order the package and it would be taken off my bill. I did that and received my programming. The following week my nfl ticket did not show up. I called directv and they said that I did not have the nfl ticket and that the representative told me the incorrect information. The representative fixed the information and I got the nfl ticket. When I got my bill I noticed that I was being charged for the first installment of $46.99 for the nfl ticket and $49.99 for nfl pay per day. I called on 10-24-2017 and spoke to a supervisor named maria badilla (Employee number 2126819). I explained all of this to her and she said it was nothing that she could do and she would not reverse any charges. I explained to her what I just explained. I was told something and it hasn't been done. I am not paying for both the nfl ticket and the nfl pay per day too. I would like for what I was told to be done and cleared up asap. I hope this matter can be cleared up and I look forward to hearing from you.

Sincerely
Paul barbour

I have a copy of the mail in redemption that was well within the parameters of the time from for redemption. I mailed this 11/2016. It is now almost 1 year later and have called and called and been transferred, hung up on, not called back, been told that I am no longer eligible for the redemption, talked to at least 10 or more people, told it was on it's way etc. Etc. If I owed direct tv they would not be happy ; however since they owe me something it is not a priority. I cannot believe a company of this size is this terrible in the customer service dept.! I will fight until next month, one year from the day. At that point I will get a new service and I will turn to social media and any other venue I can think of to deter people from using direct tv.