SUNDAY TICKET

My husband and I have had Direct TV for several years.  The main purpose of having Direct TV is for NFL Sunday Ticket. On Sunday September 8th, 2019,  my husband was watching the Jacksonville Jaguars on channel 706.  The station was fine until about 5 minutes left in the first half.  The station then went black and said it was blocked out in our area, which was not the case at all.  We live in Virginia and the only reason we have direct TV is to watch the Jaguars.  I then called the 1-800 number to try and figure out why we were suddenly blacked out.  The man i spoke with told me his name was El and his Identification number was *****.  He rambled the ID number off so fast I had to ask him to repeat it several different times.  The customer service representative then told me how i could get the channel, even after i told him that I had followed all troubleshooting on the website.  It was obvious he was just reading from a script.  I then asked to speak to a supervisor and he placed me on hold for about 15 minutes.  I am guessing he hoped that I would hang up.  When El came back on the phone he asked me for the 10th time if i logged onto the Direct TV website.  I told him again that I would like to speak to a supervisor and again i was placed on hold.  I am currently a college student and my husband is in the US Navy.  I do not have the time to spend 35 minutes on the phone for nothing to be resolved.  I am incredibly disgusted with the customer service.   We pay for Sunday Ticket expect it to work.  After getting no where with El, I ended up hanging up and trying again.  The same thing happened again, this time i spoke to Nace.  The Identification number of Nace was *****.  I thought it was very strange that the ID numbers were so different from each other, perhaps i didn't catch the whole thing while Nace mumbled his ID number.  I ended up on hold again after I asked for a supervisor.  Nace didnt care, he kept reading from his script which had nothing to do with my problem.  I was on hold for 40 minutes prior to being disconnected.  I am extremely disappointed with the "service" I received.  Direct TV has made it almost impossible to get a hold of someone who may actually help.

[edited for privacy-please do not post personal or unique information such as but not limited to full names, employee ID numbers, email addresses, phone numbers, account numbers, etc.]