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How to cut ties with DIRECTV's Satellite and Streaming services
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This wikiHow article teaches you how to cancel your DIRECTV subscription by calling a customer service representative and requesting that the service be cancelled. If you have a DIRECTV STREAM subscription, which is similar to Netflix or Hulu, you can cancel it from within your DIRECTV STREAM settings online (not in the app). Keep in mind that cancelling your DIRECTV subscription before its contract is up will result in a one-time cancellation fee as well as a $20 per month fee for every remaining month in your contract.
Things You Should Know
- Call DIRECTV at (866) 389-1321 to speak with a customer service representative and cancel your subscription.
- You can only cancel a DIRECTV subscription over the phone.
- DIRECTV STREAM subscriptions can be canceled online, but you will incur cancellation fees just as you would with a traditional subscription.
- Time your cancellation around the end of your billing cycle to avoid paying any additional prorated fees.
Steps
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Call DIRECTV customer support. The DIRECTV line is (866) 389-1321. It is available each day between 8am and midnight EST. By calling, you’ll be able speak to a representative about canceling your subscription.
- Calling is the only way to cancel traditional service.
- You do not need to call in order to cancel a STREAM subscription .
- Calling is the only way to cancel traditional service.
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Navigate through the spoken prompts. When prompted, you'll have to press a number on your phone's dial pad that corresponds with an option (e.g., "For all other inquiries, press [number]"). [1] X Research source
- If possible, choose the "Other" option when available. This is the fastest way to reach a human customer support spokesperson.
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Indicate that you want to cancel your service. Say "Cancel service" when asked what you want to do or why you're calling.
- Keep in mind that DIRECTV phone options change often, so you may have a different experience up to the point of contact.
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Ask to speak to the retention department. When you reach a person, immediately ask if you're speaking to the retention department; if they say no, ask to be transferred to retention. You'll most likely be encouraged to explain the nature of your call before proceeding.
- You may have to hold 5 to 10 minutes, depending on when you call. Consider calling during low call volume time, such as between 10:00 AM to 2:00 PM on week days, to reduce the hold time.
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Explain to the representative that you want to cancel your service, as well as why. Be honest with the representative. No matter what you say, they will try to convince you to stay. The most important thing is that you are firm in your decision to cancel.
- Saying that you're moving to a different country will generally warrant mixed results, as your chosen country may have DIRECTV coverage. Implying that you're leaving to serve in the Peace Corps (or similar), however, is usually enough to render the customer representative's arguments invalid.
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Firmly refuse any offers or questions. As is custom, your representative will offer discounts, free services, and even extra time on your free trial if applicable. Firmly (but politely) decline these offers by repeating "Thanks, but I still want to cancel my service."
- Never be rude to your customer service representative.
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Wait for the equipment box to arrive at your house. Once the representative accepts that you want to cancel your service, they will send a pre-paid delivery box to your house. You'll need to send back most of the DIRECTV equipment that they sent to you via this box.
- You usually have 21 days to return DirecTV's property. [2] X Research source
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Send back the DIRECTV equipment. Place all of the DIRECTV equipment, such as the receivers and remotes, in the box and send it back using the provided label. The one exception is your satellite dish —you don't need to send that back to DIRECTV.
- Make sure to disconnect all receivers and remotes and collect them together.
- If you rented any other equipment, like a video recording device or an internet router, you’ll have to disconnect that as well.
- If your DIRECTV shipping box doesn't arrive within five business days, call them back and request another one, making sure to tell them to reset the 21-day clock for your equipment. Otherwise, you may be charged a fee for the equipment.
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Pay the cancellation fee. At minimum, you'll need to pay a $15 cancellation fee. However, most DirecTV subscriptions are contractual in nature, meaning that you'll need to pay a fee for each remaining month of your contract. This fee is usually $20 per month.
- You can get this fee waived if you're cancelling DIRECTV for a family member who passed away.
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Call back DIRECTV support to confirm that your contract is up. Once you've sent away the DIRECTV equipment and paid your termination fee(s), call back DIRECTV support and ask them if they received the equipment and payment.
- You may have to do this a few times if they reject your initial payment or send back the equipment.
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Open the DIRECTV STREAM page. Go to https://www.directv.com/ in a computer browser (e.g., Google Chrome). This will redirect you to your account page if you're logged in.
- If you aren't logged in, click "SIGN IN" in the top-left corner of the page, and enter your email address and password.
- You cannot cancel DIRECTV STREAM from within the mobile app.
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Click the gear icon. It is located in the top-right corner of the page. This opens your settings.
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Click Account Details . It is located just above your User ID.
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Click Manage subscription . This will open a page with further details on your subscription.
- Pay particular attention to your subscription's renewal date, so you can use that to determine whether or not you should wait to cancel, lowering the fees you will incur for doing so.
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Click I want to cancel . Scroll to the bottom of the page to find this option.
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Click Continue to cancel . DIRECTV will put you in touch with a customer service representative, who will likely offer you a discount in an attempt to convince you not to cancel. You may accept this discount, or politely tell them you still want to cancel. Your service will then be canceled.
- You may restart your DIRECTV STREAM service at any time, and your current service will remain available until your next billing cycle.
- If you enter your request later than 7:00 PM EST, your request will be processed on the next business day. This means that you'll be billed for another month of service if you cancel after 7:00 PM EST the day before your subscription is set to renew.
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Time your cancellation. If you cancel at the right time, you may be able to avoid a cancellation fee. This will ultimately depend on your billing cycle, how long you've had your service, and when you're slated to renew your contract.
- If DIRECTV informs you of a rate hike, they may also allow you to cancel your service without a fee. This often occurs in December.
- Cancel at the end of your contract. If you cancel right before your contract is up, there either won't be a fee or it will be really small. Most contracts are one or two years long, so pay attention when renewal time comes around.
- Conversely, if you cancel before your term of service (typically 12 to 24 months) has elapsed, you must pay a prorated cancellation fee. This fee may be as much as $480, depending on the type of programming package and equipment you have. [3] X Research source
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Be polite. When calling to cancel, you should always be extremely polite to the customer service representative. This is important, as representatives (and their supervisors) may have discretion when it comes to waiving your cancellation fee.
- Ask them how they are doing when they inquire the same of you.
- Tell them "thank you" when appropriate.
- Don't groan, complain, use profanity, or insult the representative.
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Explain that you are moving to an area that DIRECTV does not cover. Honesty may be the best policy, but getting out of DIRECTV's cancellation fees may require a white lie or two. If you say you are moving to a country like Thailand or Portugal - where DIRECTV does not offer coverage - you may be able to avoid paying the fees.
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Escalate the call. If the representative says they're not allowed to waive the fee, escalate the call by asking to speak to their supervisor. The supervisor might have abilities that the initial representative did not.
- Inform the supervisor that you enjoy DirecTV's service and may sign up with them again in the future.
- If they tell you they can't waive the fee, ask them to reduce it.
- Inform the supervisor that the contract was confusingly worded.
- You can also threaten to contact the Better Business Bureau or the Federal Communications Commission about DIRECTV's misrepresentation of its service contract, though this should be your last move since it negates any courtesy up to this point.
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Community Q&A
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QuestionI'm disappointed with DIRECTV, can I cancel right now?Community AnswerYes, but you will still be required to pay your final bill and any additional fees you might owe, including cancellation fees as stipulated in your contract. Keep in mind when you call to cancel, they might be willing to negotiate a better deal with you to keep you on as a customer.
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QuestionIs there a window to cancel a new signup for a package?Community AnswerYou can cancel it anytime before installation. If it has already been installed, you will have to pay the early termination fee.
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QuestionDo I need to return the equipment?Community AnswerYes, unless you own it. Keep the dish, cable, and mounts. Return the receivers and broadband adapters.
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Tips
- DIRECTV employees are trained to attempt to keep you on your plan by using any legal means necessary, so you'll have to stand firm in your decision to cancel. With that in mind, always remember to be polite and courteous—the people on the other end of the phone are just doing their jobs.Thanks
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Warnings
- DIRECTV likes to offer lots of free services as incentives for staying on your plan; however, be aware that the services will often automatically renew at the end of the free trial, resulting in you being billed for the service.Thanks
- While a DIRECTV STREAM subscription can be cancelled from your user settings, you cannot cancel standard DirecTV online.Thanks
- Cancelling DIRECTV at the beginning of a renewal cycle will be the most expensive cancellation option. Keep track of your renewal period so that you don't accidentally cancel at the beginning of a two-year contract.Thanks
- If you are moving, beware of services such as 1-800-DTV-MOVE (the correct number is 1-888-DTV-MOVE). The 888 number is valid, but the 800 phone number will put you in touch with a company that pretends to be DIRECTV. However, they are not. When you call the number, they will first ask for your personal information (phone number, address, etc.) and then they will try to sell you Dish Network and a Home Security system. You will also most likely get put on their mailing lists and they will probably sell your phone number. Always call DIRECTV directly.Thanks
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References
About This Article
Article Summary
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To cancel your DirecTV subscription, call DirecTV customer support at 1-800-531-5000. Then, follow any spoken prompts and press the numbers on your keypad to navigate to “Other” or “All other enquiries.” When you’re asked why you’re calling, say “Cancel service.” Once you’ve gotten through to a person, ask to speak to the retention department, if you’re not already. After that, explain that you want to cancel your service. If the customer service representative offers you any discounts or services, refuse them. When you’ve finished the call, you’ll receive a box in the post, which you should pack with your DirecTV equipment and post back to DirecTV. You’ll also need to pay a cancellation fee and any outstanding balance on your contract. For more tips, including how to cancel your DirecTV Now subscription, read on!
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