tl;dr: Installer is a no-show. Appointment is rescheduled without my knowledge. Customer service agents have their hands tied due to policy. I've been a DirecTV subscriber for over 10 years. We moved this past week and had an appointment to install at the new house on Saturday afternoon, window is noon-4. I receive an email confirming the time/date a couple days ago and an automated phone call Saturday a little after noon re-confirming the appointment. 4:00 comes and goes. I call DirecTV to find out where the installer is and find out my appointment is now rescheduled for Tuesday morning. The rep says he will put in a ticket and the local dispatcher will call me back (timeframe unknown). I tell the rep that isn't good enough and I need a definite answer right now. The rep says they are no longer allowed to make outgoing calls (such as to the install dispatch) without special authorization. I ask to speak to the supervisor. Suddenly he can make the call but while on hold I get disconnected. After several minutes, no one calls me back so I called back in fully prepared to cancel my service. The agent apologizes and throws me some credit but he cannot get the appointment honored. I had Verizon Fios installed for internet access. I received an email on the morning of the appointment narrowing down the timeframe the installer will arrive and about 30 minutes prior, get a call he is on the way. He shows up on time, does what is needed, and the service works--the complete opposite from DirecTV.