Business Profile

Cable TVs

DirecTV, LLC

Headquarters

Complaints

This profile includes complaints for DirecTV, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

5,415 total complaints in the last 3 years.
1,511 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:06/13/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Service was started on 6/11/2025 at my residence (see attachment)Technician, on behalf of DirecTV, performed a dish relocation on our roof but did not complete the work as expected. At multiple times during the day the technician entered the interior of the house without consent of the owner (***** ****). He was asked to complete the work multiple times. Technician (***** ******) would not accept instructions from my wife to complete the installation of the dish and left the residence without notice. Presently, the cable installation remains incomplete and no cable management was performed. **************** at ********************** support center has not provided a solution. Our complaint centers on lack of professionalism, business conduct violations, job abandonment. Technician has insisted that the financial agreement was not sufficient to complete the work. Technician established the fee to perform the work and mutually agreed and accepted the terms.
Business Response
Date: 06/30/2025
The DIRECTV Office of the President spoke with the consumer regarding a notice received from the Better Business Bureau. We have credited the $49.00 dish relocation fee and confirmed with the consumer their cable issue was resolved on the June 28th appointment, and there are no further concerns.
Initial Complaint
Date:06/13/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 2/5/2025 I called into directv regarding my billing. I was offered to lower my package to the next tier under, the ultra package as this would save me money. I was also offered a promotion of $70 off for 12 months. I told her the only reason I stayed on the premier package so long was because I originally had a promotion that I received free HD for life and she said that was no longer the case. I accepted this offer and received an email confirmation stating the agreed upon changes. A couple months later, I see that my billing hadn't changed and I was still paying the original amount without any discounts. I called in thinking this would be an easy adjustment as I have the email as confirmation. To my surprise, I was told this was an error on directv's end and this couldn't be honored. I could only get $60 off/month and nothing could be done about the months that went by without any promotion. I even spoke with a supervisor who told me "well things happen and atleast you're still getting a discount". How is this fair to the customer? It felt like a major bait and switch. She told me the only recourse I had was to file a complaint on the site. I've even called in again to only be told I'm now offered a lower credit of only $50/month. What a horrible way to treat a customer over 15+ years. I've spent multiple hours on the phone trying to correct this issue with help. This has been a horrendous experience.
Business Response
Date: 06/17/2025
The DIRECTV Office of the President contacted the consumer
regarding a notice received from the Better Business Bureau. DIRECTV
communicated with the consumer and corrected the discount they were missing. We
provided contact information for additional questions, requests, and/or
correspondence specific to the consumer’s concerns. The consumer indicated they
were satisfied.
Initial Complaint
Date:06/12/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We had a new roof installed 5/30/25. The roofers had to move the direct tv attenae temporarily. Since it was moved the attenena is no longer pointed at the satellite. The roofers told us we would have to call direct tv to come out and make the adjustment. We called direct tv on 5/31/25 to have them come out and adjust the antennae. They said they couldnt come out until 6/30/25. We said that was unacceptable and were given Friday 6/06/25 as the service date. They were also supposed to being new remotes as ours were old. No one showed on that date, no call. We have tried to get in touch with direct tv multiple times. Finally, today, 6/12/25 we received a call from them. They are now offering 8/04/25 as a new service date. I told them this is unacceptable as we are currently using the internet since 5/30/25 and this means you cannot record shows. I kept the Aug 4th service date but let direct tv know that I would be looking into another service provider and I would contact the Better Business Bureau.
Business Response
Date: 06/18/2025
The DIRECTV Office of the President contacted the consumer regarding a notice received from the Better Business Bureau. On 06/13,DIRECTV communicated with the consumer and rescheduled their service call appointment for 06/17.
On the same day, we confirmed with the consumer their technical issue was resolved, and they received new remote controls. We provided contact information for additional questions, requests, and/or correspondence specific to the consumers concerns. The consumer indicated they were satisfied.
Customer Answer
Date: 06/19/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***** ******
Initial Complaint
Date:06/12/2025
Type:Customer Service Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have direct tv with satellite dish, I called on 6/12/2025 to discontinue the satellite and do streaming. I was calling to first see if I could keep the main box and send the other boxes back or would I just need internet. I could not get to ask my questions as the person who answered the phone kept asking me for the numbers on the box. I told him I was at work and did not have the number to which he asked me again which shows he was either reading a script or not listening. either way this frustrated me and I hung up. At this point I don't want any of your products. Please let me know the steps to cancel DirecTV all together.
Business Response
Date: 06/13/2025
The DIRECTV Office of the President contacted the consumer regarding a notice received from the Better Business Bureau. DIRECTV communicated with the consumer and shared the details of the resolution reached. A 12-month loyalty discount was applied to the account on 6/13/2025. A credit was issued to the unified AT&T and DIRECTV account for the 6/16/2025 statement, as the new promotion will take two billing cycles to be reflected in the unified monthly billing. DIRECTV provided contact information for additional questions, requests, and/or correspondence specific to the consumers concerns. The consumer indicated they were satisfied.
Customer Answer
Date: 06/17/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

********* *****
Initial Complaint
Date:06/12/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
i had directv streaming service and there is no way on the website or on the app to take off auto pay my bill is due on 6/6/25 and i was charge on 6/8/25 so i called and canceled it and ask for a refund since it was only a few days since i was charge they said they couldn't give me one. I should be entitled of a refund since it was only a few days.
Business Response
Date: 06/17/2025
The DIRECTV Office of the President spoke with the
consumer regarding a notice received from the Better Business Bureau. We
determined the consumer’s attempt to remove Auto Bill Payment (ABP) was not
successful as DIRECTV STREAM? ABP is a service requirement and is not available
as a monthly billed service. Furthermore, if a consumer’s request to cancel
falls in the middle of the current billing cycle, the cancelation will be scheduled
for the last date of the billing cycle per the DIRECTV Residential Terms of
Service. The consumer stated they were not satisfied.
Initial Complaint
Date:06/12/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
When I signed up with **** in 2021 I did not expect my bill to skyrocket as it has. The Services have not chanced, if anything have gotten worse, my bill continues to increase. When I signed up my bill was $98.48 a month. that is reputable service considering I have one premium channel. I did not ask for and do not want the regional sports fee on my bill, that is $9.99 I can save. in Feb 2023 my bill was $150.72. for the same services! in Aug '24 it was ****** same services. now June '25 $209.44 same services. You have Federal recovery fees, county taxes, County district taxes, state taxes, state recovery taxes. those are all ** charges I want refunds on. one tax. state or county. that is it. I don't believe you should be charging for every little fiber of my cable service. Drop the sports fee. refund me all those charges. I don't agree with them. I don't watch sports and should not be paying a fee for someone else to watch them.
Business Response
Date: 06/12/2025
AT&T has confirmed that the matter involves DirecTV services. Transferring complaint to be addressed by DirecTV.
Business Response
Date: 06/24/2025

DIRECTV attempted to contact the consumer regarding a notice received from the Better Business Bureau. We attempted to reach the consumer by phone and email on 6/16, 6/18, and 6/20 and to date has been unsuccessful. To address this issue and for account privacy, it would be beneficial to speak with the consumer.
Customer Answer
Date: 06/24/2025

Complaint: 23456147

I am rejecting this response because:
My wife spoke with someone from Direct TV. she advised them that we were traveling, it was not a good time to talk, to please email her, she was the point of contact not myself for this complaint. Once she become available she would reply. We were in the middle of a family vacation with little to no service. She never receive any emails from the person she spoke with that one time. At the time they contacted her, she did not have any paperwork to go over. Again not satisfied with my outrageous bills that continue to go up with no change to service. We spoke once to directtv, asked them to email me, never got an email with the persons name and information I needed to contact.

Sincerely,

******* *****
Business Response
Date: 07/01/2025

DIRECTV contacted the consumer regarding a notice received from the Better Business Bureau. We offered the consumer a 12-month discount, which was accepted. DIRECTV provided contact information for additional questions, requests, and/or correspondence specific to the consumers concerns.
Initial Complaint
Date:06/11/2025
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We have not had our local *** channel for almost 3 years.
Business Response
Date: 06/12/2025
The DIRECTV Office of the President contacted the consumer regarding a notice received from the Better Business Bureau. The Mission Broadcasting station has remained unavailable to customers since October 2022 despite ********************'s ongoing efforts to work with the owners to try to get them back. We communicated with the consumer and confirmed the *********** is not included in their local channel lineup. DIRECTV welcomes any future talks with the station owners to potentially bring them back. We advised the consumer per the DIRECTV Residential Terms of Service; programming is subject to change.
Customer Answer
Date: 06/12/2025

Complaint: 23457233

I am rejecting this response because: I feel that after almost 3 years that a resolution should have been made. I think this process is taking too long.

Sincerely,

******* ******
Business Response
Date: 06/13/2025
The DIRECTV Office of the President received a consumer rebuttal notice. The notice contained no information that required further review. As such, DIRECTVs position remains unchanged.
Customer Answer
Date: 06/13/2025

Complaint: 23457233

I am rejecting this response because:

Sincerely,

******* ******
Initial Complaint
Date:06/11/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On Feb. 2025 I was going to cancel Direct TV for extra charges made to our bill! The Agent if they offer me money to stay with their company, I asked how much and was told that as a good customer to stay with them they can offer a $300.00 CASH CARD! I said for that amount OK! They said it will take about 6 to 7 week's for this card to get to you!When 7 week's passed, still NO CASH CARD! I called them again, and again and again!Called Direct TV:4-14-2025 5-12-2025 6-2-2025 6-9-2025 They also said on 5-12-2025 that this card will arrive on 5-23-2025 or 5-24-2025. Still nothing! And now they say this was never offered!!!! They BAIT AND SWITCHED us!!!!!!
Business Response
Date: 06/17/2025
DIRECTV contacted the consumer regarding a notice received from the Better Business Bureau. We spoke with the consumer who stated they did not receive the $300.00 reward card promised at the point of sale. On 06/17/2025, the consumer verified they received $200.00. To resolve this matter, we issued a courtesy credit of $100.00 to the account. The consumer indicated they were satisfied with the resolution.
Initial Complaint
Date:06/11/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
service was promised to be turned back on based on recorded conversations and they keep coming up with different amounts that I owe, when I do not owe that. I 've been calling them and dealing with this for over a year now. Now I'm out $200 and they keep saying I owe, when I do not and have proof I do not. I'm not getting anywhere with them and I'm tired of being on these calls for over an hour for over a year now.
Business Response
Date: 06/19/2025
DIRECTV spoke with the consumer who stated they were told
their service would be restored; however, they were told different amounts
owed. As they processed partial payments, the remaining balance was carried
over to the following bill. Based on any possible misunderstanding, we applied
an adjustment and restored the service.
Initial Complaint
Date:06/11/2025
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was charged $231 in May 2024 by Direct TV Satellite division without receiving service. At the time I was enrolled in Direct TV streaming service. I was using and have continued to use the streaming service and continuously paid my bill on time. The Satellite division pre-billed the service and I was unable to cancel a service that was put on hold ( at their suggestion even though I wanted to cancel at the time I started the streaming service). The equipment was returned before the month in question ended so it was not even possible to use both services. I refused to pay for the service I did not receive and have been put into collections and my credit report was hit by the collection agency, without any conversation from Direct TV. I was provided a number to contact Direct TV but the line was always busy and was unable to do so. I had used Direct TV for over 20 years and never missed or was late on a payment.
Business Response
Date: 06/17/2025

DIRECTV contacted the consumer regarding a notice received from the Better Business Bureau. DIRECTV communicated with the consumer and shared the details of the resolution reached. We provided contact information for additional questions, requests, and/or correspondence specific to the consumer’s concerns. The consumer indicated they were satisfied.
Customer Answer
Date: 06/17/2025

Complaint: 23456181

I am rejecting this response because: The proposed response is satisfactory, but per Direct TV it may take 60 days to complete the final resolution which includes removal of a negative issue on my credit report. As soon as the negative is removed from my credit report I will happily close the complaint. This was communicated to Direct TV.

Sincerely,

Donn Carlyle
Business Response
Date: 06/20/2025

DIRECTV received a consumer rebuttal notice. We spoke with the
consumer and informed we respond to every complaint sent regardless of how long
it may take to remove the account from collections and any negative mark from
their credit report. Therefore, we sustained the timeframe being followed for
credit report updates.
As a reminder, account removal from collections or credit
score adjustments will take up to 30 days for the agency to be updated and
additional time (60 days) for credit bureaus.
The notice contained no information that required further
modification to the resolution. As such, DIRECTV’s position remains unchanged.
Customer Answer
Date: 06/25/2025

Complaint: 23456181

I am rejecting this response because: I am waiting for the proposed resolution to complete. I was advised by Direct TV it may take 30 to 60 days to complete resolution. Once resolved the complaint will be closed as satisfied. This only a timing issue.

Sincerely,

Donn Carlyle
Business Response
Date: 06/30/2025

DIRECTV's response remains
unchanged. We regret that the consumer disagrees with our response. However, we
believe the information reported to be accurate and the concerns have been
adequately addressed. The consumer has our contact information should they
have any additional concerns. This is our final response.
Customer Answer
Date: 07/01/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 23456181, and find that this resolution is satisfactory to me.

Sincerely,

Donn Carlyle

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