DirecTV Fumbles NFL Package
DirecTV Fumbles NFL
After a clean start to the NFL season last weekend, in week two of the NFL season DirecTV fumbled the ball hard this weekend. DirecTV customers who subscribe to the NFL Sunday Ticket package with the Superfan add on package were very upset with DirecTV this weekend.
DirecTV football fans who tuned in to watch the games in High Definition were greeted with screens showing them a 721 error code instead of the game they wanted to see.
DirecTV’s phone lines and twitter account lit up with angry fans. Many customers reported calling DirecTV and being on hold for over 30 minutes only to be hung up on by the system. Some held for 45 minutes only to get CSR’s who didn’t know how to help.
With the complaints going to DirecTV’s Twitter account DirecTV quickly fired back with messages by first telling customers they should try sending their receivers a reauthorization signal via the DirecTV website, however it appears that this did not correct the problem for football fans.
DirecTV then put out messages via twitter that read as follows, “We are working on the issue with SuperFan authorizations right now and hope to have an update soon.”
An update later came out saying, “We have identified issue with SuperFan — resolution requires a phone call. We know the wait is long right now…” of course the issue here was that customers could not get through, and the DirecTV phone system did not give callers any kind of message about the problem which could have calmed a lot o f the folks calling in.
Then finally the final update came out which read as follows, “SuperFan resolution being sent to everyone… should be in place by start of next set of games. Will not require a call.” This is great they have a resolution, however this is not what fans who paid $300 to watch football want to hear. They expect things to work correctly out of the gate.
DirecTV could have handled this much better, first off there should have been a recording for people calling DirecTV explaining there was an issue and that they were working to fix it. Third DirecTV could have put up a notice about the issue on the homepage of it’s website, not everyone follows DirecTV on Twitter. And finally DirecTV has this neat feature called TV Mail, using this feature DirecTV could have sent a note to Sunday Ticket subscribers letting them know about the glitch and that they were working on it.
Personally I think DirecTV should have eliminated the “Superfan” option this year, as every NFL game is now natively in high definition, those subscribing to Sunday Ticket are seeing DirecTV downgrade the video to standard definition, the only way to see the games the way they are being delivered to DirecTV to subscribe to the $149 Superfan add on. I believe that the HD broadcasts should be included in the base price of Sunday Ticket since that’s the way the games are being delivered to DirecTV.
Now if DirecTV wants to charge extra for access to watch online or via your cell phone then I have no issue with that, but to me charging more to see the games in the way its actually broadcast from the stadium is just wrong.
Speaking of the NFL in HD on DirecTV, there were reports online that this weeks NFL games did not look as good as they did last week. It appears that DirecTV may have dedicated more bandwidth to the games last week because it was in free preview mode. I hope this is not the case; in my opinion the game quality should look the same week after week.
And it wasn’t only football fans that were mad at DirecTV this weekend, fans of the $200 MLB Extra Innings package were peeved at DirecTV. For the second week in a row DirecTV dropped the MLB Gamemix channel from the Extra Innings package so that (and this is what is being reported customers calling DirecTV CSR’s) DirecTV has enough bandwidth to deliver the NFL Sunday Ticket package.
Now I don’t think folks would have minded much if DirecTV removed a PPV channel or two, but to remove a paid service that is part of a premium sports package just to give that bandwidth to another premium sports package is just wrong.
Peacelady commented:
I'm glad we haven't gone HD yet, we love NFL Sunday Ticket on Directv and have for over 10 years!
Marcus commented:
Please complain to FCC about deceptive and misleading advertising/marketing practices.
kenkraly2004 commented:
I have not had a problem with Directv CSR's and their service. However the last 2 sunday afternoon's I did notice that the MLB Extra Innings HD Gamemix channel was not on. And it's due to bandwith issue's? Directv has more than enough bandwith to broadcast the sports games.
Hawks commented:
Another example of DTV's decline in customer satisfaction and service over the last to years. So long!
Ayj commented:
Fortunately I wasn't affected by this, but any one who was should be on the phone this week demanding so type of compensation for missing their game. How many of you are on the hook for 2 years because you needed to upgrade your equipment for the new channels and HD compatibility? Think they might change the equipment standards again before the 2 years is up or have equipment that will fail within this time limit to renew your obligation? What do you do if your equipment fails and you don't want to renew your obligation, but are still under within the two year commitment? Sorry folks I don't have the answers, but for my money I'm guessing such practices aren't legit and those termination fees aren't enforceable if they were ever challenged.
fiosluver commented:
nfl red zone fron verizon fios!!!
slew commented:
comcast.nfl redzone channel..enough said
Andy commented:
Commercial subscription worked perfectly and superfan is included in the price, not an upcharge. Although I do pay $3400.
Truth Defender commented:
This makes Direct TV rank right up there with ... Charter. For those who were able to get through on the phone, were you able to get a real, English-speaking person who was authorized to do more than tell you to unplug your cable box for 10 seconds?
Young Theo commented:
i have the mlb package from Charter and i was able to see the Red Sox pound Baltimore not once, not twice but thrice. Look for a deep run in the playoffs, current odds on us winning the WS is 9-2, more developments on their way.
DTVsucks commented:
I live in Wisconsin, and on Saturday DirecTV blacked out the ESPN game from Virginia Tech.
DodgerKing commented:
directvsucksudry, why does one have to be stupid? There are many that like to watch an actual game of their choice and ST is the only option for that. There are many that live outside of the region of the team that they follow, and thus cannot watch their team on TV.
Sven commented:
I will sue them for taking my Extra Innings mix channel down for more bandwidth on Sunday for NFL games. I pay for both - Extra Innings & Sunday Ticket. While I was one of the more fortunate customers that did not lose their Sunday Ticket feed I can't comment. Some of you that are blasting DirecTV for the charges should know that most of us are buying because we live out of market of the team we want to watch. MNF, SunNF, NFL net, ESPN games are great but we don't see our favorite team every week there. I don't agree about the extra charges for HD when DirecTV is getting them in HD from the league. I will take that up with the NFL office. Otherwise, if ExtraInnings goes down again this weekend they will get a nice letter describing breach of contract from my attorney.
jesse commented:
I didn't have any problem with mine this weekend. I wonder if they were trying to watch a game that was being shown locally, because that won't come in on the ST channels. But I like the Superfan package, cause I can have 1 game on my HDTV and another one being played on my Computer.
rjk1977 commented:
mistakes happen, its reality....so stop your bitchin and be excited for the next week of games. also, no one held a gun to your head when you ordered sunday ticket, so quit bitchin about the price.
directvsucksudry commented:
Stop playing DTV games and getting nickel & dimed for sports. Dish Network has all regional games, MNF, NFL Network games, NFL Redzone Channel. ALL IN HD!!!! You Never miss a TD. You have to be a retard to order NFL Sunday Ticket w/ Superfan with so many other options out there.
PackerBacker commented:
Start complaining to the NFL - DirecTV doesn't give a crap. The NFL needs to stop believing the "satisfaction ratings". Just sell me game by game on any cable, satellite and I'll be happy. I called at noon and was lucky to get mine fixed before games started.
DodgerKing commented:
Us Extra Innings subs are also pissed as well. For the second week in a row they removed the EI Game Mix channel in order to put up the ST Game Mix Channel. When you call DirecTV about it, they give you 10 different answers. Subs paying extra for premium channels should not have those channels turned off to make room for other premium channels.
Griff commented:
I am also disapointed in the deceit of DirecTV. I was sold on the NFL Sunday Ticket package thinking that it would be in HD with my HD upgrade. Nope, they want to milk you out of another $100 for it. I will remember this and will not get the Sunday Ticket next year. You would think they would want to put out a good package rather than make you feel like you are being stolen from.
Reaper commented:
Now that the NFL RedZone channel is available on FiOS TV, I'll never pay for NFL ST again.
Me commented:
Why is everyone surprised? The only thing Directv cust. reps. can get right is "you have an agreement until ..." But Directv does have a place in the world. I mean without them you won't know how good you had it with Comcast. Can't wait til my sentence I mean my agreement is over!
Lnstar commented:
I've had the DirecTV NFL package since the 1st year it was offered. To embezzle us out of ANOTHER $100 for HD on TOP of the fee I pay for the package is down right robbery. Unless they reconsider this misguided decision, I will unsubscribe to both the NFL package AND DirecTV.
Mark commented:
I'd also like to add the frustration over DirecTV's deceit re: allowing new customers to sign up for NFL ST & an HD add-on which apparently DOES NOT apply to the NFL package. Phone rep stated all I channels I subscribe to would get HD, due to the HD add-on. Now, they want another $100? Fail!
Gene commented:
it is times like this when a customer should have there own access card to by pass directv equipment to get what they paid for. Of course, even if you had paid for this package, they would and have sued people for over riding there system to get what you paid for.
Reaper commented:
NFL ST with Superfan is $400, not $300 and Superfan is $100, not $149. Geez Scott, get your facts straight.