DirecTV Inc DVR

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DirecTV,no Playlist, no DVR, no Fix!!!
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Rating: 1/51
FAIRFAX, VIRGINIA -- It all started in August! Hubby LOVES football, we were tired of crappy Verizon, so we made the leap and signed up with DirecTV! Installed without programming the remotes but that's OK. Day 2 of having playlist on other TV's??? We have 4 kids and like to record their shows for "TV time". I call about the fix. Now we see that the playlist will disappear all together or if it is there it will be from last week (shows we've already deleted will show up and new shows from that day are MIA?) I have reset the box, had direcTV to my house MANY times and even had a case manager (had a code 47 and 48..had these codes this morning!) STILL NO FIX

November when direcTV is tired of us calling, assign us a case manager...who should not work in customer service..ever, told me "in 3 weeks OR SO our new SOFTWARE will fix ALL your problems, no you cannot get out of your contract unless you pay $450" So, now its January:) December 4th my TV showed new software BUT I found out this morning that wasn't "THE" software so my problems are still ongoing! So, NOW, January 8th I still have direcTV and it still doesn't work BUT IM STILL PAYING BECAUSE ITS NOT THEIR FAULT ITS THE SOFTWARE!!!! Isn't that your fault? I feel like I should get an hourly pay because I'm always resetting, unhooking or speaking to DIRECTV.

Tv is such a small thing in life and shouldn't be this difficult. I pay you for a SERVICE, YOU PROVIDE ME THAT SERVICE..RIGHT? Not at pay them and you kind of get service BUT they are working on it, so as a paying customer, I WAIT, wait until the engineers release "THE" software. Well I've been patient since AUGUST and I'VE HAD IT.

The manager this morning tried to comfort me in telling me " THIS IS AN ONGOING PROBLEM, YOU ARE NOT 1st PERSON I'VE TALKED TO TODAY WHO HAS THE SAME ISSUE. That's sad! It sure didn't make me feel better, it made me come online and WARN others. If you want to pay for a service and not receive it...PICK DIRECTV...if you want a constant headache and always be "on hold"...PICK DIRECTV If you don't want your kids watching that much TV...PICK DIRECTV...If you like a big blue box informing you "your playlist is disconnected" every 2 minutes...PICK DIRECTV

If you want to be in the boat of people with the "same" problem for 6 months with no fix in sight...PICK DIRECTV

The promise on their website is a script not a "promise". If that were true I would be out the contract, like requested, without paying you $450 or any dvr related fees! I feel Directv breached the contract and have not fulfilled your end...not even close. But...the little people pay and the suits win! I cannot believe a "new" customer has had such a horrible experience with your company AND is still on the hook for the cancellation fee. Directv should pay me the fee and do me a favor for once! I thought it was cheaper to keep an "old" customer than to advertise for a "new" customer??? I hope if you have a similar problem you TELL THE WORLD...warn people not to get involved until this MAGIC SOFTWARE IS RELEASED! GOOD LUCK TO ALL WHO ARE NEW IN MY SHOES, AND TO THOSE WHO ARE "OLD" CUSTOMER WHO CANNOT GET OUT WITHOUT PAYING THE CANELLATION FEE..
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At Your Service on 01/09/2013:
Interesting problem Mrs. Einsig.

I've got a little bit of expertise concerning the situation you're in. In this case, not the technical side, but the legal side.

Look, Direct TV can claim you're under contract. They can also claim they'll charge you a cancellation fee. But claiming they are going to do it and actually being able to do it are very much two separate things.

You are very much correct that they've agreed to provide you with a service. If they cannot provide you with that service, they cannot technically enforce the contract. This isn't to say they may not try. If you were to cancel the service, they will probably bill you for early termination. There are a couple of laws, passed by Congress in the early 90s, that have become known as the Fair Debt Collections Act and Fair Debt Reporting Act. These two laws, if you wish, would be of great help in rectifying the issue.

Basically, they're not able to provide the service you've contracted for. It's important that you've shown due diligence on your part to try to rectify the problem with them. As you've called and spoken to each person with their support team, you need to KEEP A VERY GOOD SET OF NOTES. The dates, times, employee numbers (if that is how they identify themselves) or names of the people you speak with. Then you keep a detail record of what you've discussed and what you were told.

At the point where there is a conclusion that they are not able to provide the services you've subscribed to and they are also not willing to replace your individual equipment so that you may get what you've contracted for, YOU CANCEL. They will send out boxes to send the equipment back and they'll tell you they will bill you for early termination. My suggestion is to be professional and direct. Tell them you are not getting what you are contracted for and, therefore, you are not going to pay the early termination. Be very careful to DOCUMENT EVERYTHING YOU ARE SENDING BACK. PHOTOGRAPH THE EQUIPMENT WITH REMOTES AND ANY OTHER ACCESSORIES WITHIN THEIR RESPECTIVE BOXES. THEN PHOTOGRAPH THEM AT THE POST OFFICE AND GET A 'RECEIPT OF MAILING' showing you've returned said items. That protects you from being billed for not returning the equipment.

If there is a credit card attached to your Direct TV account, I would consider canceling the card. That is the most direct way to 'play the game' preemptive. Make sure that there are no checking accounts or DEBIT CARDS attached to the account. If there's a CREDIT CARD and you don't wish to cancel said card, be prepared to dispute any charges.

Now here's where the aforementioned laws come into play. Direct TV is not going to sue anyone for their payment. They wouldn't have a proverbial 'leg to stand on', in your particular case, if they did. What they do is bill for the charges, assuming they can't automatically charge a credit or debit card. Per the Fair Debt Collections Reporting Act, you are able to send them back what has become known as a 'drop dead letter'. No, I'm not making that up. This letter is rather simple and should look something like this:


To whom it may concern:

I have been contacted by your company about a debt you allege I owe. I dispute that I owe this debt and I am instructing you not to contact me further in connection with this debt. Under the Fair Debt Collection Practices Act, a federal law, you may not contact me further once I have notified you not to do so.


(Account Number)

-- end

You'll, of course, send the letter certified with proof of mailing and retain a copy for your own records. As part of the law, they are now not able to contact you further or harass you in any way about the debt. They may report the debt to the three major collection agencies, but must report it as a DISPUTED DEBT. In other words, they can't state that the debt is something you owe that you're just not paying. You're not paying it because YOU CLAIM YOU DON'T OWE IT.

Finally, you have a right to a free copy of your own credit report. You can request a copy of said reports from:

Equifax: 800-685-1111 (general) or 800-525-6285 (fraud); P.O. Box 740241, Atlanta, GA 30374;

Experian: 888-397-3742 (general and fraud); PO Box 2002, Allen, TX 75013,

TransUnion: 800-888-4213 (general) or 800-680-7289 (fraud); P.O. Box 2000, Chester, PA 19022;

If any of the three have information on your credit report reflecting this issue that has not been reported as we've discussed, you can provide the necessary documentation and have it corrected. By the Fair Debt Reporting Act, each of the credit reporting agencies must provide accurate credit reporting and in a timely fashion.

I know looking at this seems like a lot. Admittedly, I'm detailed oriented. There really isn't a great deal of work involved and no reason to be stressed out over any of it as, in your particular case, the law is on your side. I'm just as quick to tell someone to deal with negative reporting of debt whereas I don't believe they legally have the ability to dispute and avoid the debt. In your case, you do.

Thanks so much for posting your issues. And please keep us informed as to what is going on with your situation. Frankly, you may find that, if they have a hardware fix for your issue, that is a new type of receiver to fix the problem(s) you're having, they'll likely send it out to you and avoid you canceling. I'd be interested in hearing the results.

Best of luck.
einsigfamily on 01/09/2013:
Thank you for all the great advice. I have made numerous attempts to correct this issue by having directv send tech support out to check equipment, had a new hd-dvr box installed and disconnect my internet service from the directv system so I was left without on demand, which wasn't great for us but we just wanted the issue fixed. All that and I'm still told by Cindy in Cancellation that its a software issue and not their fault?! I have remained civil because I believe you have to treat people as you would want to be treated. I hope my complaint will be heard by a "suit" and they will let me out....easily but, I am ready to follow your advice. I'm giving it 7 MORE days.

Thank you again for taking time out of your day to give great advice, and mentioning the "Drop Dead Letter". I will put it to good use...IF IT COMES TO THAT IN 7 DAYS!
At Your Service on 01/10/2013:
Glad I could help. Please keep us informed.
At Your Service on 01/22/2013:
Just checking in to see what has transpired.
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DirecTV Customer Service are arrogant jerks
Posted by on
I had DirecTV for almost 8 years and I was very happy with their service and it was a good alternative to Comcast with a full digital lineup for several years.

My issues started when they decided not to partner with TV anymore and push their piece of junk DVR on everyone. I got their first generation non-HD DVR and soon after started getting skips, having to reset it constantly, etc. Had it swapped out a couple of times. Now this one won't rewind live TV unless I completely low level format it for 3 hours and then it will work again for about three days. Their HD DVR was a little better, but sure enough after less than a year similar issues and this one had to be replaced too. When it got replaced the last time, they took away the ability so I could get off-the-air HD from my local stations unless I bought this new box from them that costed another hundred bucks and they wouldn't give me the old model as a replacement. I finally completed my contract and scheduled to have it removed on Feb. 11th. They screwed up and disconnected me a month early, then when I called them to restore my service for the last month I planned on using them they treated me like crap, never apologized for their error disconnecting me a month early, and had the nerve to tell me how their crappy DVR is better than Tivo and they couldn't give me my old service plan back. I was persistent and after getting hung up two times by their supervisors they finally gave in and restored all of my programming which the first two said was impossible. Before this experience I would have considered them in the future, now I will never do business with them again. So long jerks at DirecTV, you really need to learn something about customer service and trying to make things right.

BTW DirecTV. I have a first generation TV that is now over ten years old and it has never skipped a beat (lifetime subscription baby) and yours is not better!
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Can not understand how recording playlists was erased when it wasn't full
Posted by on
Rating: 2/51
INDIANAPOLIS, INDIANA -- Last Tuesday we had a bad snow storm. I lost signal for a few hours. It all came back but my playlist. I did not have full either. And there is no way I can recover the playlist. It is upsetting I had some movies I won't be able to ever record again. They should have a back-up for your playlist to go in case this happens.

I think when it went out the system couldn't recover my playlist. So it was just deleted like it never was their. This is horrible system. They need to have a better back up system for playlist. If they do that wasn't even working because that comes up with no deleted files.
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MRM on 03/09/2013:
You could download those movies on torrent websites.
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Beware of Direct TV Whole Home DVR Package
Posted by on
Rating: 1/51
I have been a Direct TV customer for over 20 years. Always had good things to say about their service and recommend them to numerous friends. That all came to an end due to being scammed about the Whole Home DVR package. Do not think you are getting Whole Home DVR because you aren't. You will get two receivers one main and one secondary, that's it. I have five receivers. So in order to have WH you need HD receivers for every room. This is where I really get angry. Got my bill first bill today and was shocked at all the charges. I was charged $10.00 for the DVR and $8.00 for HD per month. Not only that, am now being charged $6.00 a month for every receiver plus $3.00 a month for DVR use. (Oh I left out the part where I already paid $149.00 for installation.) I called customer service about why no DVR in every room like it states and was told I have to have HD receivers in every room. Oh and by the way that will cost you $99.00 per receiver. So Beware of anything Direct TV tries to sell you because they are not forthcoming on their so called deals.
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Rude CSRs, Poor DVR Service Inflexible Long Contract
Posted by on
Rating: 1/51
MILWAUKEE, WISCONSIN -- I have been a DirecTV subscriber since June of 2012.

I have had problems with service from both the satellite and their employees from the beginning. Shortly after I signed on with them I found that I needed additional equipment for another TV in my house. I received an additional box after a week which I self installed only to find that it was defective and I had to order another one for 200.00 out of pocket. I found that I was unable to watch DVR'd programs on any of my other TV's if someone in the house was already watching a DRV'd program. In order to do this I would need an additional DVR and I would have to sign a new 2 year contract. I decided to leave it as it was. It still bugs me but, whatever.

A few months ago we lost service to the DVR and it had to be reset losing all recording including some family appearances. Sad to see those go but hard drives do that sometimes. I called customer service and they offered no recompense not even a credit for the outage. Customer service was continually rude and at times I felt that they egged me on and were trying to make me more angry so they could have an excuse to hang up on me.

I decided I needed to reduce my bill because the service isn't worth $100+ especially if it doesn't work as I expected. After several hours of rude customer service and hard sell I was finally able to get my bill down to about $80.

The final straw came last week when I decided to drop down to bare minimum because I don't want to pay them a penny more than I have to. After canceling my last 2 premium channels I found that my previously DVR'd programs were all erased again even though when I cancelled my other premium channels those programs had remained on the DVR. After speaking to 3 different CSR's the message was essentially "too bad, so sad" and I asked to have a supervisor contact me and was told I would be contacted within 72 hours. Still nothing from these deadbeats.

I still have 16 months on my contract but as soon as my taxes come in I will be happy to buy out my contract and I will never do business with these creeps again. DO NOT USE DIRECTV!~
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Jim on 05/08/2013:
I began training as a csr for directv and bailed a third of the way through the training. Customer service is largely handled by a company called national electronics warranties (NEW) which has now merged with and will be known as Assurion. Never give them your credit card number. They will make use it to collect "unpaid balances" if you cancel any services and will tell you that since you allowed them to use it once therefore you have given them permission to use it again in the event you wish to cancel their service. They have no room to negotiate since they are not directv employees and are only allowed a small amount of credits they are allowed to give each month. They are discouraged from offering these credits and will always try to upsell you warranties and equipment or upgraded packages that will cost just a little more each month. Soon you find yourself paying well over what you had intended and when you try to put the brakes on the process your credit card is charged so they can collect what you owe them. If you have used a credit card with them close the card account before you cancel. Good luck with these bloodsuckers. Jim
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Don't expect service after installation!
Posted by on
Rating: 1/51
OMAHA, NEBRASKA -- You can expect to speak to the nicest friendliest people on earth when you call to start service. Be prepared because you will never speak to anyone like that again at Direct TV. I called because one of our 3 boxes was not working. This very rude sarcastic customer service person asked about the problem and what we have done to correct it ourselves. Then she decides I need Tech Support so I start from the beginning again with name, what's wrong, what I've done to correct t, etc. then she requests I go to all 3 TVs and pull them all out to tell her about what is hooked to what and what colors were there and the card numbers on each. After 45 minutes I tell her, OK when I called one was not working and now I have Two that are not working so this is not working for me! She finally said fine I will set up a service call but I have to know what color is hooked to this one receiver! I said whatever it should be, that's what we have! Your guys hooked it up for us! She says Ma'am, I need your cooperation or I can't help! Well, they came out, does it work, no. I'm wishing I hadn't gotten into that 2 year contract with them. I don't appreciate being treated like crap by a company that I Pay every month, Don't do it.......2 years is a long time when dealing with a Company that doesn't care about their customers!
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ok4now on 01/19/2013:
It seems like Direct TV and Sears are competing with each other for the worst customer service. Sure they were nice to you wanting to lock you in on a two year contract. Then they show their true deceptive business practices when you call for support. They read off of their cheat sheet having you crawl around unplugging everything. Still not fixed? Good luck on that service call. These people are a rip off!!
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Overcharges, broken equipment
Posted by on
I do NOT recommend DirectTV if I had it to do over again I would not sign a contract with these people.
List of problems:
1. Overcharges -- double charges for Showtime & HBO when I hadn't signed up for either services. They were only going to remove charges for the last 60 days because it was my responsibility to check monthly and make sure they were charging the agreed to amount.
2. 2 broken receivers, which means no cable. Here's the kicker if though it is their product that breaks down no fault of you, customer pays shipping. First time I paid for service for the days I didn't have cable, this time I got them to credit my account for lost time. The first time it broke they assumed it was the remote so first they tried replacing the remote . . . about a month into service I finally got cable.
3. Watcha the promises they make when trying to get you to sign a contact they will say whatever it takes and then not follow through. I told them no HBO or Showtime and I did not want to have to call & cancel after three months, I was told no problem, only to find out they added it and started charging my account.
4. Not if you Google DirectTV call the number so sign up, it might be a 3rd party so DirectTV will take no responsibility for the false promises.
5. The dish does not work during big snowstorms & blizzards, so those days you get off work because of a blizzard your cable won't work. Nobody tells you this.

Note, by many people I've been told I have infinite patience, but really DirectTV has warn my last nerve. DO NOT SIGN UP FOR THEIR SERVICES!
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ndrulez on 01/17/2010:
I remember three years ago a summer storm that killed my satellite signal for 6 hours. That's it. That's the only problem I've had with Directv in 10 years. This was not their fault although, because your receiveing a signal from OUTER SPACE. A 10,000 foot high thunder cloud will effectively block that signal. Sorry to hear that they are out to get YOU. Try a different satellite company.
Backlash2 on 04/21/2010:
I had Direct for 5 months and my cable was out at least 2 times a week if it rained,the wind blew or cloudy or simply for no reason I'd lose the signal and get the blank screen saying "Searching For Signal".and to top all that my bill was NEVER correct so I'd have to spend 2 days on the phone with them every month.One of the Happiest days of my life was when I got rid of DirectTV.I now warn everyone I can not to get mixed up with these crooks.
Anonymous on 04/21/2010:
My friend has had DirecTV for years with no service interruption. I think a lot hinges on the quality of the installation and proximity of trees or buildings that can (partially) block the signal.
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DirecTV DVR Issues and Poor Customer Service.
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Rating: 1/51
PLANT CITY, FLORIDA -- DirecTV upgraded my service since I was not under contract to a HD DVD and a HD receiver from a SD DVD and SD receiver. I was told I would get free equipment, new HD dish, wireless home cinema connection kit,Multi room DVR service and free installation.

The first problem in this process was when the tech that came out said the home cinema connection kit was not on the order and I would have to call back in for that, so I did and I was pretty much told I was lying and that it was not on the order so I would have to pay $25 for it plus $6.99 for S/H plus $40 for installation.

I then of course asked to speak with retention which was the department that had told me that and finally got them to give it to me if I paid the S/H of $6.99. So I am still waiting for that to arrive.

Issue number 2 I called the tech that installed my service to discuss some issues I am having with my "New DVR" which is model HR21-700 which is their old box with known issues. I tell him the problems I am experiencing and we went through a few troubleshooting steps which did not fix the problem and then he tells me that I have a bad DVD and that I need to call in to have them mail me a new one.
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Replaced DVR now can not cancel service
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Rating: 1/51
COLORADO -- I will let everyone I know hear the issue I had with DirecTV. I had to replace a DVR that froze up on me. Then 10 months later I wanted to go with a TV & Internet service with someone else and DirecTV stated I had agreed to a 24 month contract when I replaced my broken equipment. I did not agree to any of this, it never came up when I purchased the new DVR from them. If I had known, I would not have done it. I had another receiver in the house that was not being used and I could have refreshed the access card on it. They are now charging $295 to cancel an account that has been active and in good standing for over 12 years. Terrible company.
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Starlord on 06/12/2012:
I just got a mailer from DirecTV saying they miss me and want me back. They offer only TV service and if you want Internet or phone, it is a lot more, going to different suppliers. We have Comcast, and have television, fast internet and phone free all over the US and Canada for one price. At firssy bl;ush, it looks expensive, but it is not near what having to go to three companies would be. am still upset with DirecTV, they have all thosde ads about moving, saying take the box and remote with you and they will install at new place for free. Horsefeathers. When I called the girl rather snottily informed me that once the box was installed, it was mine, and Ii would have to pay for installation here.
madconsumer on 06/12/2012:
this is correct!! directv will extend your contract for nearly any reason.

very helpful review!!
KevinTX on 06/12/2012:
They extended mine for upgraded our normal DVR to the HD DVR and didn't tell me either. sneaky.
trmn8r on 06/12/2012:
This kind of thing is too common with these snakes.
jonthethird on 06/13/2012:
The resets of the contract time is part of the general contract all subscribers "agree" to when they sign up for service. Is it right? I do not believe so, but it is in the contract which most do not take the time to read before signing on the line. And yes, almost anything will trip the 2 year contract. If you need service, like a dish relocation, call an independent. They will probably charge you about the same amount, and you will not trip the extension.
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Customer No-Service
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On 1 July I scheduled an installation appointment for a DVR upgrade for 4-8 pm on 20 July. When no one had called by 7:30 pm today (20 July), I called the DirecTV number I had been given (888-355-7530) and talked to an agent. She reported the installer had tried to call around 1 pm because he couldn't find the house and no one had answered. I had specifically noted that the home phone number is a DSL line which isn't monitored and provided an alternate cell number. I had received no call. The agent said the installer would call us within 20 minutes. He did and said his work order only stated "pm," that he'd never seen a 4-8 pm schedule and had only been given the home phone number. He was 2 hours away and had already turned the work order in, so it would have to be rescheduled.

I called the DirecTV again and an agent and a supervisor said sorry, but . . . earliest installation available was 6 Aug. I indicated that we would terminate our service if the installation wasn't completed tomorrow. "The system" couldn't accomplish that. At 8:18pm a phone message was left on my cell phone by a woman who identified herself as Persia from ?? Mastech?? -- she was hard to understand -- who said she was with the DirecTV contract installer and would I please call back as soon as possible to 800-531-5000 . . . which is the DirecTV number. I called and the agent with whom I spoke knew nothing about why she called.

So, we're canceling our service tomorrow, 21 July. Ironically, we received a THANKS card today from Eileen Hanson, VP of Customer Communications, for 5 years of customer loyalty, giving us 3 months of free GSN Game Lounge access. Too bad DirecTV wasn't as loyal in meeting its service commitment.

As a college professor with 200 students/semester and a consultant who wrote the book on Value-Based Marketing for Bottom Line Success (Amazon), DirecTV has provided a perfect anecdote of a company on which customers CAN'T rely to meet needs effectively or professionally.

Dish has been pursuing us for 5 years. DirecTV has earned Dish a new account.
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2inform on 07/21/2010:
Dish may not be much better. When I had them, the installer called 30 minutes after the appointment window to say that he was running late. By this time I had already rescheduled.
Backlash2 on 07/21/2010:
All this may have been a blessing in disguise if you were able to get out of the contract by DTV.You should read the many thousands of customers horror stories that have had DirectTV for any length of time. I would recommend your local cable.
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