Quick Summary
- Best for most people: Call 800-531-5000 and say “disconnect DIRECTV”
- Early termination fee: $20 per remaining month on contracts (up to $480 for 24-month contracts)
- Equipment return deadline: Varies by lease agreement (typically 21-30 days)
- Equipment return fees: $45 for receivers, $135 for DVRs if not returned
Before You Cancel: Consider These Alternatives
Pause/Suspend Service
DIRECTV offers seasonal suspend options for customers who travel or have vacation homes. Call 800-531-5000 for satellite service or use online account management for streaming service. Your programming commitment is paused during suspension, but you may still pay reduced monthly charges.
Reduce Your Bill/Downgrade
Contact DIRECTV retention specialists to explore downgrade options. You can switch to a lower package tier, remove premium channels, or negotiate promotional pricing. DIRECTV retention department often offers substantial discounts to prevent cancellations.
Transfer Service (for moves)
If you’re moving within DIRECTV’s service area, you can transfer service without early termination fees. Visit directv.com/move or call 800-531-5000 to start the moving process up to 60 days before your move date.
Negotiate Retention Offers
DIRECTV retention specialists will offer significant discounts, free premium channels, or equipment upgrades when you call to cancel. These offers can include up to 50% discounts for 12+ months. Consider these carefully, but be prepared to decline if you’re committed to canceling.
How to Cancel Your DIRECTV Account
Phone (Only Method Available)
Phone: 800-531-5000
Hours: Monday-Sunday, 8AM-Midnight ET
Before you call:
- Have your DIRECTV account number ready
- Know your account passcode or be prepared to verify identity
- Review your contract end date to calculate potential early termination fees
- Be prepared for retention offers and have your reasons ready
- Only the account holder can cancel service
What to expect:
- Call 800-531-5000 and say “disconnect DIRECTV” when prompted
- Navigate through automated system – you may need to press 0# and say “Customer Service”
- You’ll be transferred to the retention/cancellation department
- Representatives will offer multiple retention deals before processing cancellation
- Be polite but firm: “I’ve made my decision to cancel and need to proceed today”
- Confirm your final bill amount, early termination fees, and equipment return requirements
- Get confirmation number and request email confirmation of cancellation
Online/Website (Not Available)
DIRECTV does not allow online cancellation for satellite service. DIRECTV Stream customers may be eligible to cancel online – sign in to your account to check eligibility.
Email (Not Available)
DIRECTV does not accept cancellation requests via email for residential accounts.
Mail (Not Available)
DIRECTV does not accept written cancellation requests by mail.
In-Person (Not Available)
DIRECTV does not have physical store locations for residential cancellations. All transactions are handled by phone or online.
Understanding DIRECTV Cancellation Fees
Early Termination Fees
DIRECTV satellite service requires a 24-month programming commitment with early termination fees:
| Contract Type | ETF Structure | Maximum Fee |
|---|---|---|
| New 24-month satellite | $20 per remaining month | $480 |
| Equipment upgrade | $20 per remaining month | Varies by remaining term |
| DIRECTV Stream 24-month | $20 per remaining month | $480 |
Calculation: Multiply remaining months by $20. If you have 12 months left, your ETF is $240.
ETF Exceptions:
- Military deployment: May be waived with proper documentation
- Moving to non-serviceable area: ETF still applies (satellite coverage is nationwide)
- Death of account holder: May be waived with death certificate
- Service suspension: Programming commitment is paused, not canceled
Equipment Return Requirements
All leased DIRECTV equipment must be returned in good condition:
| Equipment Type | Must Return | Keep/Yours to Keep |
|---|---|---|
| Receivers (H24, H25, HR54, etc.) | ✓ | |
| DVRs (Genie, HR series) | ✓ | |
| Genie Mini clients | ✓ | |
| Power cords for receivers | ✓ | |
| Access cards | ✓ | |
| Remote controls | ✓ | |
| Satellite dish | ✓ | |
| LNB (dish components) | ✓ | |
| Coaxial cables | ✓ | |
| HDMI cables | ✓ |
Equipment Return Fees
Non-return fees apply if equipment is not returned within specified timeframe:
| Equipment Type | Non-Return Fee |
|---|---|
| Standard receivers (H24, H25) | $45 |
| HD receivers | $45 |
| Genie Mini clients | $45 |
| DVRs (all types) | $135 |
| Genie HD DVR | $135 |
| Genie 2 DVR | $135 |
Other Fees
Advanced Receiver Service Fee: $15/month for DVR service (continues until cancellation).
Regional Sports Fee: Up to $15.99/month (varies by location and package).
Damaged Equipment Fee: Additional charges may apply if returned equipment is damaged beyond normal wear and tear.
Equipment Return Process
What Equipment Must Be Returned
After cancellation, you’ll receive an email detailing exactly which equipment needs to be returned. Common returnable items include:
- All receiver boxes (but not older models like H20, H21, HR20-HR23)
- DVR units (Genie, HR54, etc.)
- Genie Mini client boxes
- Power cords for all returned equipment
- Access cards from receivers
Important: You do NOT return satellite dishes, LNBs, remote controls, or any cables.
Return Timeline/Deadline
Return timeframe varies by equipment lease agreement, typically 21-30 days from cancellation. Check your cancellation email for specific deadlines.
How Return Process Works
Option 1: FedEx Office Print & Ship Center (Most Popular)
- Take unboxed equipment and your DIRECTV account number to any FedEx Office location
- Staff will package and ship equipment at no charge to you
- Receive receipt as proof of return – keep this for your records
- No packing required – most convenient option
Option 2: UPS Store
- Similar to FedEx Office – take unboxed equipment to UPS Store locations
- Staff will package and ship free of charge
- Get receipt with tracking information
Option 3: Mail Return with Prepaid Label
- If you received a return kit with prepaid shipping label, pack equipment securely
- Attach prepaid label to package
- Drop off at post office or give to mail carrier
- Tracking information provided
Option 4: Professional Equipment Pickup
- May be available in some areas for business customers
- Contact customer service for availability and scheduling
Shipping/Return Costs
- FedEx Office: Free packaging and shipping
- UPS Store: Free packaging and shipping
- Prepaid labels: Free shipping when using DIRECTV-provided labels
- Customer responsibility: You pay if you choose your own shipping method
Tips to Avoid Disputes
- Take photos: Document all equipment and serial numbers before returning
- Get receipts: Always obtain proof of return with tracking information
- Return quickly: Don’t wait until the last day – allow time for shipping delays
- Use recommended methods: FedEx Office and UPS Stores are most reliable
- Keep documentation: Save all receipts until non-return fees are confirmed waived
- Check model numbers: Only newer equipment models need to be returned
Common Cancellation Problems and Solutions
Problem: Automated system loops back to beginning when trying to cancel
Solution: Press 0# repeatedly when asked for account info, then say “Customer Service.” If transferred incorrectly, specifically request “retention department” or “cancellation department.”
Problem: Long hold times when calling to cancel
Solution: Call during off-peak hours (Sunday is typically least busy). DIRECTV hours are 8AM-Midnight ET daily. Consider using callback option if available.
Problem: Aggressive retention offers and lengthy sales pitches
Solution: Be prepared for substantial offers (up to 50% discounts). Stay firm: “I appreciate the offers, but I’ve made my decision to cancel.” Don’t feel obligated to provide detailed explanations.
Problem: Can’t reach a human representative
Solution: Say “disconnect DIRECTV” to automated system. If that doesn’t work, try saying “cancel service” or “retention.” Keep pressing 0 during prompts.
Problem: Equipment return fees charged after returning items
Solution: Contact customer service immediately with your FedEx/UPS receipt. Non-return fees should be automatically reversed when equipment is scanned at DIRECTV warehouse.
Problem: Charged early termination fee when not under contract
Solution: Review your account online under “My Account” to verify contract status. ETFs only apply if you have an active programming commitment. Request detailed billing explanation if charges seem incorrect.
Tips for a Smooth Cancellation
- Review your contract status: Check online account or call to verify commitment end date and potential ETF
- Time cancellation strategically: Consider waiting until contract expires if ETF is substantial compared to remaining monthly bills
- Document everything: Record confirmation numbers, representative names, and promises made during cancellation call
- Prepare for retention offers: Research alternative TV options beforehand so you can make informed decisions about retention deals
- Return equipment immediately: Use FedEx Office locations for convenient, free equipment return with immediate receipt
- Monitor your final bill: Check for unexpected charges and contact customer service promptly if discrepancies appear
- Consider alternatives first: Explore package downgrades or service suspension before full cancellation
After Cancellation
Final Bill Information
Your final bill will include:
- Service charges through your cancellation date (typically not prorated)
- Early termination fees if applicable
- Advanced Receiver Service fees through cancellation
- Any unreturned equipment charges
- Outstanding balances from previous months
- Regional Sports Fees through cancellation date
Account Closure Confirmation
You’ll receive email confirmation of cancellation within 24-48 hours, including:
- Cancellation effective date
- Equipment return requirements and deadlines
- Final bill information
- Early termination fee details if applicable
Data Retention Policies
DIRECTV retains billing information for up to one year after cancellation for your reference. Recordings on DVRs are immediately erased upon cancellation and cannot be recovered.
Equipment Recycling
DIRECTV offers recycling information for equipment you own (satellite dishes, old receivers). Visit their support page for environmentally responsible disposal options.
Re-activation Policies
You can restart DIRECTV service without penalties after cancellation. However, new customer promotional offers typically aren’t available to customers who had service within the previous 12 months.
Frequently Asked Questions
Q: Can I cancel DIRECTV online?
A: No, satellite service requires phone cancellation at 800-531-5000. DIRECTV Stream customers may be eligible for online cancellation – check your account.
Q: Will I be charged an early termination fee?
A: Only if you have an active 24-month programming commitment. ETF is $20 per remaining month. Check your account online to verify contract status.
Q: Do I have to return the satellite dish?
A: No, the satellite dish, LNB, and mounting hardware become your property upon installation. You only return receivers, DVRs, and power cords.
Q: How long do I have to return equipment?
A: Typically 21-30 days from cancellation. Check your cancellation confirmation email for specific deadlines.
Q: What if I’m moving?
A: If staying within DIRECTV coverage areas, you can transfer service without ETF. DIRECTV satellite is available nationwide, so moving rarely qualifies for ETF waiver.
Q: Can I pause service instead of canceling?
A: Yes, seasonal suspend options are available. Your programming commitment is paused during suspension. Call customer service for details.
Need Help?
Escalation Options
Since DIRECTV has no physical locations for residential customers:
- Ask to speak with a supervisor or manager during your cancellation call
- Request reference numbers and document all interactions
- Follow up with additional calls if initial cancellation isn’t processed correctly
- Consider BBB complaints for unresolved issues (goes to corporate level)
Regulatory Complaint Options
- FCC: File complaints at consumercomplaints.fcc.gov for telecommunications issues
- State Public Utilities Commission: Contact your state’s regulatory authority for persistent problems
- Better Business Bureau: File complaints at bbb.org (DIRECTV typically responds to BBB complaints)
Consumer Protection Resources
- FairShake: Platform for resolving disputes with large corporations like AT&T/DIRECTV
- Consumer Financial Protection Bureau: For billing disputes and payment issues
- State Attorney General: Consumer protection divisions can assist with contract disputes
- AT&T Office of the President: For escalated complaints after standard customer service fails to resolve issues
Social Media Support
- Twitter: @DIRECTVService for public escalation
- Facebook: DIRECTV official page for customer service issues
- Reddit: r/DIRECTV community for peer support and advice
This guide reflects DIRECTV’s policies as of July 2025. AT&T/DIRECTV frequently updates terms and conditions – always verify current contract terms and fees directly with DIRECTV. For the most up-to-date contact information and policies, visit directv.com.