DirecTV Customer Service Issues

As a loyal customer of NFL Sunday Ticket and Direct TV for approximately seven years, my family has appreciated the services. Recently, I noticed a series of commercials regarding NFL Sunday Ticket that I found troubling. The advertisements depict fathers neglecting their relationships and duties toward their sons, which I believe is inappropriate for advertising a reputable service. As a responsible parent, I find it offensive to showcase such behavior for humor or promotion. The combination of these commercials with the NFL's controversies makes me consider switching to a different provider due to the offensive and irresponsible nature of the advertising. - S.L. Cohoes, NY

I had a Directv installation appointment on Saturday, August 18 at 9 am. I had to take time off and lose money to attend. The technician arrived unprepared, asking for tools and leaving to find a drill bit for 45 minutes. He mistakenly drilled multiple holes on my deck before realizing he needed more equipment from his van. Even though the house was wired with fiber optics which should have sped up the process, after 5 hours, he left for lunch due to an outage and never returned. I had to reschedule for August 25th and I request a different technician. I hope to receive compensation for this poor service, whether through waived fees or upgrades. I am contemplating returning to Comcast due to this experience.

I recently noticed that my local NBC Channel 5 is no longer accessible through my Directv service. This is disappointing as there are two shows I regularly DVR and watch. Despite paying over $[redacted] per month, I am dissatisfied with the current situation. I attempted to contact customer service to discuss options such as reducing my bill, receiving a credit, or possibly canceling my account. However, after waiting on hold indefinitely, I was unable to speak with anyone. The lack of prompt customer service is quite frustrating, especially being left on hold for over 40 minutes. It would be appreciated if proper notice was given for channel cancellations. Overall, I am very disappointed with the level of service provided by Directv.

Since signing up in November, I have encountered numerous issues with DirecTV NOW. Initially, when I attempted to cancel and receive a refund for an unexpected charge, my satellite service was mistakenly terminated instead of resolving the billing issue. Following the reinstatement of my satellite account, the promotional deal I originally signed up for in November was not applied, necessitating another call to rectify the situation. While a credit was eventually applied in April for a previous March error, the full charge was still deducted in April, resulting in a late fee. Furthermore, I am currently being billed for the NFL package despite not requesting it. Calculating the discrepancies, there should be a $51 overcharge credit from April, a $4.25 late fee reimbursement, and a $48.99 charge for the NFL package that I did not authorize. I have been waiting for 38 minutes to speak to a supervisor after the initial representative was unable to assist me. Assistance in resolving these issues promptly would be greatly appreciated.

Our Direct TV installation appointment scheduled for yesterday was a complete disaster. My wife waited at home with our three young children, aged 2, 4, and 5, during the 12-4pm time slot, but no one showed up or bothered to contact us. Around 4 pm, we received a call indicating the crew would arrive between 5:10-5:40 pm, but they arrived at 5:45 pm. The service person didn't introduce himself, offer any apologies for the delay, or show much friendliness. After completion, we noticed the installer had carelessly disposed of installation waste, cables, boxes, and even food trash in our garbage can. We had to tidy up after him. He also didn't have all the equipment we ordered, coming short of one set top box. Furthermore, we found wiring nails scattered around the house, posing a danger to our children. The installation itself was messy with cables improperly installed and furniture carelessly handled, causing potential damage to our hardwood floors. This experience with Direct TV has been disappointing, and we fear more issues may arise.

My service #[redacted]8 was suspended on 4/24/18 at [redacted] N Hawes Rd #[redacted] Mesa, AZ [redacted] for six months annually, from April to October. Despite requesting a suspension, the service was erroneously cancelled. I am continually receiving bills for a TV service that was terminated on 4/24/18, and no one resides in the residence with the electricity turned off. After contacting customer retention on 6/27/18 and was assured by Mary #[redacted]12 that she would credit my account $[redacted].74, which brought the balance to zero. However, I have received another bill since. I called yesterday and was informed that the TV service is still active. I am frustrated and seek assistance in resolving this issue. Please help. - Janet G./Kenneth G.

As a dedicated customer since [redacted], I recently encountered issues with DTV service after relocating. Despite efforts from an installer and a supervisor, it was determined that satellite placement was not feasible in our new home. Seeking to purchase the standalone NFL Sunday Ticket for streaming to my iPad, it was disheartening to spend 40 minutes on the phone with two DTV representatives only to be directed to a website indicating ineligibility. This falls short of the service I expected after years of loyalty, prompt payments, and premium subscriptions. Disappointed by the lack of assistance, I am now contemplating alternative options beyond my current AT&T mobile service. - R. Norvelle

I requested to cancel my service on 8/13/18. I was informed that I would receive instructions and a box to return the equipment within a set timeframe to avoid charges. However, I never received any information. Today, I tried contacting DirecTV and after navigating through the automated system and waiting on hold, I spoke to multiple representatives who couldn't assist me efficiently. I was continually transferred and faced long wait times. When I was told to wait another eight minutes, I decided to hang up. If DirecTV wants their equipment back, they should send me a return box with a prepaid label. I refuse to spend more time trying to contact them by phone. My account number, which is no longer active, is [redacted]8.

I recently received an email regarding the Playboy TV 3 Month Retention Offer added to my account without my consent. I have young children at home and do not want this service. A salesperson called me, even though I was at work, pressuring me to accept the offer and said I had no choice. This lack of respect and pushy behavior is unacceptable. I demand a resolution and expect a genuine response to address this issue promptly.

I successfully canceled my DirecTV account after moving on 7-26-18. It took over 3 hours on the phone. I finally got great customer service from manager Beverly, who confirmed a technician verified we couldn't get a signal. She took our account back to the moving date and closed it, promising a $13 credit. However, we received a bill for NFL Sunday Ticket a week ago for a non-existing account. I don't have the energy to wait on hold again. I need DirecTV to review our account history and confirm we owe nothing. I've been a loyal DirecTV and AT&T cellular customer for 20 years and want this resolved. If not, I'll consider switching carriers. Please avoid transferring my call, forward this to Beverly's department. She understood our situation and was very helpful.

Service Request #12ZHFQPW0 Our TV experienced freezing issues due to a full DVR, even after deleting recordings as advised by the technician. Despite his initial fix, the problem persisted, and we received a message about a potential issue with our recorder, along with a missed phone number for assistance. This recurring problem is frustrating and interrupts our viewing experience. I have tried reaching out to the technician's provided contact number ([redacted]) without success, resulting in unanswered calls and voicemail messages. We specifically require a prompt appointment for a thorough fix by a technician, not simply email communication. Additionally, any text messages should be directed to our mobile number [redacted], not our home phone. Thank you for addressing this matter promptly.

I received the "this program can't be streamed here" message when accessing all channels. Upon logging into my account, I confirmed my credit card is active as I paid a bill on Aug. **. Despite trying to reach out through chat and receiving automated responses, I felt the lack of human assistance made it challenging to address my concerns. I was informed by one response that my account might have been canceled due to an unpaid bill. When I called customer service, two representatives were unable to locate my account, which seemed odd as I could log in successfully. Mike advised he would look into this further but unfortunately, I had to end the call to attend a meeting before receiving any follow-up. I hope this issue can be resolved promptly as my TV service abruptly stopped working around ** pm last night after being functional all evening. Thank you.

I recently subscribed to Direct TV on June 9th and was offered 3 months of Showtime and Cinemax. I contacted customer service to request the automatic cancellation of these channels on September 9 to avoid charges. However, the representative mistakenly cancelled them immediately. Upon speaking to another representative today, I was informed that the channels cannot be reactivated without charges. I am certain this is not accurate. I would like the channels reinstated until September 9 as per our agreement. I possess a copy of the contract, and I believe this situation violates its terms. Furthermore, I am disappointed with the hardware compared to my previous Dish system and have encountered issues with its functionality, particularly with streaming on-demand programs.

I am extremely dissatisfied since AT&T acquired DirecTV. The changes made by AT&T have negatively impacted the service. Although I appreciate the improvement in browsing shows and lists, I am frustrated with the recurring issue of only half of my recordings appearing daily. Restarting doesn't always bring them back, and I often have to reset the receiver, which is inconvenient. The new problem of recorded shows reappearing even after deletion never occurred under DirecTV's ownership. The overall experience has worsened since AT&T took over, and it's challenging to navigate the platform compared to before. Many of my friends who are DirecTV customers share my sentiments. If these issues persist, it could lead to DirecTV going out of business. The delay in resolving these problems and the continuous emergence of new ones, like the recurring recordings, is frustrating.

I am frustrated with the numerous issues I have had with Direct TV over my almost 10 years as a customer. Having to call in regularly for problems, being charged for services I didn't ask for, and dealing with unhelpful representatives has been a hassle. Despite my loyalty and significant payments, I have faced billing problems, unnecessary products being sold to me, and faulty equipment that I am charged for fixing. The poor installation experience and past service issues only add to my dissatisfaction. Currently, I am dealing with missing services and unwanted charges that I am tired of trying to resolve. I simply want my NFL package reinstated without any further hassle. If this is not resolved promptly, I will escalate the matter to regulatory bodies. I prefer to communicate via email for further assistance.

I reached out to DirecTV regarding my ongoing issue with the TV freezing. Despite explaining my financial constraints and the high bill, the representative insisted on charging a fee for a technician to visit. When I requested the fee be waived, he abruptly ended the call, leaving me feeling disrespected. I later spoke with another representative on August 22, [redacted], around 7:04 pm to address this issue. Unfortunately, this representative also hung up during our conversation, not attempting to reconnect. I am now seeking assistance from DirecTV to send a technician to resolve the continuous freezing problem with my TV.

I am frustrated with the customer service from Direct TV. I have been a loyal customer for nearly 10 years, paying over $10,[redacted] for services. I have experienced billing issues, unwanted products, unnecessary charges, and poor service quality. I have spent countless hours trying to resolve these problems, including dealing with incompetent service technicians. The installation process was subpar and unprofessional. Recently, I had to call to rectify an issue with my NFL package and ended up losing it in the process. I demand that my NFL package be reinstated promptly without any further hassle. If this issue is not resolved, I will escalate it to the FCC, BBB, and consumer affairs. I expect Direct TV to respect my paid-for services and provide the customer service I deserve. Please address this matter promptly.

MEMO FOR THE RECORD: August 21, [redacted] at 12:10 PM Today, I contacted DirecTV to discuss a billing issue regarding a missing credit of $71.78 on my August [redacted] statement. Despite being assured of the credit during a previous call in July, it did not appear, and instead, the amount was labeled as "past due". The credit stemmed from a receiver we no longer had since last November. Despite being billed for it, DirecTV failed to credit us as promised. After a frustrating conversation with a Billing representative, who seemed unable to grasp the situation, I requested to speak to a Billing Supervisor. Despite being told I would receive a call back within 5 minutes, no one contacted me. I then tried the online chat option, where after being shifted between agents, I was again promised a call back, which never came. Disheartened by this ordeal, I decided to pay $[redacted].34 towards my August statement, refusing to pay more until the discrepancy is resolved. The lack of response and poor customer service from AT&T DirecTV has left me feeling incredibly dissatisfied. It is now August 27, [redacted] at 2:45 PM (MDT), and I have yet to hear from AT&T DirecTV regarding my billing concerns.

I recently canceled my service after seven years of being a customer due to significant cost increases and reception issues. They charged my credit card $[redacted], claiming it included a payment for Sunday Ticket, which I did not order. Upon receiving a refund of only $[redacted], they seemingly forgot to refund me for the Sunday Ticket. To make matters worse, I discovered that no refund was processed to my credit card at all. Customer service now informs me that the refund, of an uncertain amount, will take a minimum of 30 days and will be issued as a Visa Debit card. This entire situation is outrageous. I demand the full payment to be credited back to the same credit card promptly.

I requested to speak with a supervisor but got disconnected and have been on hold for about 20 minutes without speaking to anyone. I contacted your company on August 22, [redacted], for a final bill as I was told I had a remaining balance of four cents. I requested a copy of the bill to be sent to me within three to five business days, which I have not received yet. Today, I received a robo call stating that I owe $[redacted], and I need the bill by the end of this month to get reimbursed. I am willing to pay the bill as I always settle my outstanding balances before leaving a service. Kindly assist in resolving this within the next 48 hours. Thank you for your help. - Quylle Hodnett