Cancellation Policy

Yes, there is a $19.95 activation fee for professional installation. If the service isn't activated or the account is cancelled, the fee will be refunded. Cancelling after installation incurs an Early Termination Fee. Visit DIRECTV Residential Terms of Service - Legal Policy Center for more details on our terms. Charles, DIRECTV Community Specialist

I looked into the "terms of service and found this:

DIRECTV connected via Satellite customers: 

You can cancel Your Service at any time prior to the Installation of Your Equipment for any reason.  If You do so, You will not be subject to the Early Termination Fee.  We will refund You the cost of Your Service.  

If You cancel Your Service after the Installation of Your Equipment, You will be charged an Early Termination Fee. 

I don't see anything about 24 hours for canceling.. If the install is done and I don't like the picture or there is something else gone wrong, and I stuck, or can I cancel without cost?

No, cancellation after installation incurs an Early Termination Fee. For service issues, including equipment problems, we offer replacements, and we have technicians on standby. Charles, DIRECTV Community Specialist

Just curious..when did the policy change? 

shannon02

+46 more

ACE - Expert

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20.8K Messages

3 years ago

Our existing DIRECTV Residential Terms of Service were effective as of October 29, 2024.  You can cancel up to the time of installation without penalty.  Sophie, DIRECTV Community Specialist

Just so I am clear, If the installer comes and determines there is nowhere to put a dish that will get me a good picture, I am still on the hook for hundreds of dollars in fees?

If the technician is unable to get a clear line of sight, and you cancel prior to the installation being completed, you will not be charged an Early Cancellation Fee, and you'll get a refund for any upfront fees when the order is cancelled. Charles, DIRECTV Community Specialist

Historically DirecTV has had a 24 hour window from install. But that seems to have been an internal policy and not formally published in their Terms of Service (at least that I've seen). Since a few years ago when DirecTV joined other providers in not prorating the monthly bill upon cancellation (service cost and cancelation end at end of cycle), I've not been sure if that changed with it.

There is no uninstall. You ship back any receiver/client boxes. Everything else (dish, cabling, etc.) you own so it stays.

You do not get a refund on any order costs, unless you cancel prior to install. Still have to pay for the completed order. It is not a free trial.

I am under the impression that there is a difference between install and completed install-as far as money liability is concerned.

If the tech can't find a place to put the dish for LOS then it is a incomplete install, then you have to call DTV to cancel the account.  Any up front fees are returned and there is no ECT fee.

If they cannot complete the install, such as unable to get proper line of sight (LOS) for the dish to get the required level of service, then tech closes appointment. You call DirecTV to cancel order (or arrange for a 2nd opinion to try just once more). As the order was not completed, it is canceled with any up front costs refunded.

The service agreement is not secured until the install is completed. So you would not be liable for an Early Cancellation Fee (ECF) as you didn't get service in the first place.

Now if install was completed, so appointment closed with a successful install, then up front costs are not reversed and you are liable for them. You also pay for the full month of service as bill is not prorated. The only question that remains is if you cancel within that initial 24 hours, if they still waive the ECF. From the official support team in the forum it appears they no longer do, but with all the changes since AT&T acquired DirecTV and then recently sold it back off, some info got lost in the mix when you deal with new agents (new hires or from the new company that acquires DirecTV).

If you have extremely strict standards for satisfaction to where you have a high chance of canceling day 1, then I would only get service if you are prepared to eat the cost of the ECF or keep it long enough for a overall test. As a note that ECF is valued at $20 for each month remaining, so it does reduce over time if you want to give yourself a threshold.