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New Member

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9 Messages

Tue, Mar 31, 2020 11:33 PM

Replace broken receiver

My current directv receiver is showing a broken hard drive message. I need to order another receiver but cannot contact customer service. How can I replace the broken receiver.

Responses

shannon02

ACE - Expert

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19.9K Messages

2 months ago

Due to closed/short staffed call centers the hold times are excessive and that is the only way to get a replacement.

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*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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9 Messages

@shannon02 Do you know their current hours of operation?

shannon02

ACE - Expert

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19.9K Messages

2 months ago

Bill & account

Every day, 8 a.m. - midnight ET

Technical support

Available 24/7

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*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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9 Messages

@shannon02 Thanks!

Juniper

ACE - Expert

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20.1K Messages

2 months ago

Warranty replacement is $19.95 delivery, covered if you have their optional Equipment Protection Plan.

Upgrades are optional, though if you have very old equipment a MPEG swap might be required. To be sure of what the options should be, before you get an overzealous agent going overboard, what are the models of boxes including the one with failed hard drive?

-------------------------------------------------------------------------------
(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 2019 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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9 Messages

I have only one reciever and 1 client. The model number is HR44/500 and i have the standard protection plan.

Juniper

ACE - Expert

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20.1K Messages

Protection plan will cover delivery then. Get same model or newer (of the same line) so you will get HR44 or HR54 (or revised model HR54R1) depending on stock. Recordings do not copy from the replaced box.

When you have a free upgrade, I highly suggest replacing the Mini Genie Client with a full HDDVR. If Genie goes down, all Clients go with it as they cannot work by themselves. HDDVR has 2 tuners, plus 500GB recording space, no difference in monthly cost. So more reliable that if one has technical issues you have a dedicated box unaffected.

One-time costs are cheaper in the long run than the protection plan, but I understand the convenience of just having possible one-time costs covered even if you pay more over time.

-------------------------------------------------------------------------------
(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 2019 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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9 Messages

@Juniper: Thanks for the info. The biggest problem right now is getting in contact with customer service I have tried numerous times since about 5PM ET but allI get is a message that they can’t take my call now, to call back ’later’. Don’t know when later is but I will keep trying.

Juniper

ACE - Expert

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20.1K Messages

As @shannon02 was mentioning, hold times are very high. They've got many call centers temporarily closed for Covid-19. All you can do is keep trying.

-------------------------------------------------------------------------------
(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 2019 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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9 Messages

Thanks again!

Juniper

ACE - Expert

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20.1K Messages

You're welcome. Sorry can't help you get through quicker.

But definitely when you can, replace that Client with an HDDVR. Having one box fail resulting in all not working is never fun. Those Clients are ok for an initial setup, but HDDVRs are so much better.

-------------------------------------------------------------------------------
(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 2019 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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9 Messages

2 months ago

Thanks to everyone who replied. Got and activated replacement today.