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4 Messages

Thu, Sep 17, 2020 6:20 PM

Direct TV equipment problem

I have been having problems with my Direct TV equipment--especially the DVR.  It stops, pauses, drags out in recordings.  I recently switched to ATT Internet.  I asked the technician if he could check it.  He took one look at the equipment and said it was extremely outdated.  How do I get it replaced with newer equipment?

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ATTHelp

Community Support

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136.3K Messages

a month ago

We can certainly help with that DVR issue, @catherinerst.

 

Typically a problem like this is not simply caused by receiver age. Many of our receivers from over ten years ago are still trucking along, with no major outages or issues.

 

We would recommend a couple of steps to address this:

  1. Please run a diagnostic test on your receiver. You can do this by going to Settings > Info & Test > Run diagnostic test. Depending on your model, you may then have to push the Dash button on your remote, below the #7 button. Make note of any error codes.
  2. Once the test has finished, try playing a recording again. (Just running the test performs a soft refresh of background DVR processes.) If you’re still experiencing the freezing, record a few minutes of live TV, and then play it back.
  3. If it’s not freezing on the new recording, then your freezing issues may be due to an issue at the time the program was broadcast. If the newly recorded programming is freezing while the live TV channel is working, please reach back out to us. At that point, you would need a DVR replacement.

We will be here if you need additional help @catherinerst, so please let us know how it goes!

 

Genevieve, AT&T Community Specialist

Still need help? Ask a question! Our 1.4 million members typically respond within 1 hour.

*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.
Juniper

ACE - Expert

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23.3K Messages

a month ago

@catherinerst 

 

Careful some techs will say "outdated" to encourage an on-site upgrade that they get credit for.

 

What are the models of each box you have?

Which one is having issues?

 

Just want to see if you need updated equipment, or simply a warranty replacement with possibly considering upgrade options.

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New Member

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4 Messages

a month ago

The main model is HR44-500 and other is D12-700

 

.  I am going to try process ATT sent me and see if it works, but won't know until I record something.  Thank you for your help and input.

Juniper

ACE - Expert

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23.3K Messages

a month ago

The HR44 is one of their Genies so is fine. The D12 however, though is the only D model to work on SWM, is MPEG-2/SD-only. So that D12 needs an MPEG swap as the MPEG-2 feeds are being completely shutdown.

 

You can either MPEG swap the D12 for a Mini Genie Client (doesn't have a tuner as is an extension of the main Genie so steals one from it), or do an optional upgrade (24 month agreement) to get an HDDVR (2 tuners, 500GB recording space). Either option is no difference in monthly cost since the Genie has all the receiver services already.

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(Included after every post)
I am a customer, not an employee. This is a public forum.
For official support call DirecTV 1-800-531-5000 or AT&T 1-800-288-2020.
www.directv.com or www.att.com
Award for Community Excellence 2020 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

New Member

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4 Messages

a month ago

Thank you sooooo much.  You have really helped me know what direction I need to go, especially since I’m technically challenged. Much appreciated

Juniper

ACE - Expert

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23.3K Messages

a month ago

You're very welcome. Personally I would go with the HDDVR as you get more capability, plus reliability unlike a Mini Genie Client. If the Genie goes down (unplugged, technical issue, etc.) the Client goes with it as cannot work by itself.

 

Just remember upgrade to HDDVR does come with the 24 month agreement, but MPEG swap would not. Whatever you decide, make sure to read the order confirmation to make sure all is as expected.

-------------------------------------------------------------------------------
(Included after every post)
I am a customer, not an employee. This is a public forum.
For official support call DirecTV 1-800-531-5000 or AT&T 1-800-288-2020.
www.directv.com or www.att.com
Award for Community Excellence 2020 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

New Member

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4 Messages

a month ago

Thank you--I'm going to have to do that.  I followed their instructions and ran a diagnostic test.  Every time I ran it I got a code 72-180 that it "cannot detect a phone dial tone for caller ID.  What the (Edited per community guidelines)

does caller ID have to do with my tv.  Then I called the number they gave me.  Well that was falling down the rabbit hole--called three times and every time they kept telling me there was bad weather in area and that was problem.  Then they cut me off.  I never could get a human being.  It's not the weather because I have had this problem when there wasn't a cloud in sight.  If it wasn't for you I would have gotten no help at all.  Thus, I am going to go with your recommendation.  Once again--much appreciated.

(edited)

Juniper

ACE - Expert

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23.3K Messages

a month ago

It used to be required to have the box connected to the phone line. This was for software updates on older models, ordering PPVs by remote (so it would callback to verify orders as needed for billing), anonymous viewing data, and Caller ID on TV. That error message can be ignored as it is no longer relevant.

 

Now software updates are fully by the satellite feed. The anonymous viewing data and PPV orders by remote are sent via being internet connected, plus getting access to On Demand. Caller ID on TV was discontinued a long time ago, just left to run as-is in the old software. Starting with the HR44 the new software removed the menu option for the outdated feature, and from HR54 on boxes are not made with a phone jack anymore.

-------------------------------------------------------------------------------
(Included after every post)
I am a customer, not an employee. This is a public forum.
For official support call DirecTV 1-800-531-5000 or AT&T 1-800-288-2020.
www.directv.com or www.att.com
Award for Community Excellence 2020 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

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