Yep, gotta have Superfan to get HD live games.

I think some of the varied +/- cutomer service is due to the fact that:

1. DTV outsources much of its on-site work in Denver. Maybe they don't in some locales?

2. With customer service, I either have a bonehead, or someone who actually knows and gives a crap. I've found this to be a 7:3 ratio.