DirecTV customer service representatives contacted by both Bloomberg and the Wall Street Journal were offering refunds to certain customers who complained about the protests. The Journal spoke with subscribers who were able to get refunds or cancel their packages.

This represents a break from protocol; according to the organization’s website, users who want to cancel or downgrade their pass have to do so before the season, which began on September 9. “Any season pass purchases made after Saturday, September 10, 2017 are strictly nonrefundable,” the website states.