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Tutor

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6 Messages

Tue, Jul 26, 2016 8:30 AM

Restart 'feature' is unacceptable performance

I'm a new subscriber to Direct TV and thought the restart feature would be quite nice. Not so!! I select movie that has the restart indicator showing, press the rewind and sit back to enjoy the movie. However, it reaches a point where the movie jumps ahead to the real-time showing! Says again it will playback from the beginning, and sure enough it does! Except I can't FF through the portion I've already watched. Did this to me twice! This is totally unacceptable! I have read of others experiencing this on HBO channels, but I was watching Turner Movie Classics. This is not the service I expected from Direct TV.

Responses

Accepted Solution

Official Solution

jsmi88

Former Employee

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97 Messages

4 years ago

When using the restart feature it is actually taking you to the On Demand verson on that broadcast. That is how you're able to start back at the beginning and the reason that feature requires the receiver to be connected to the internet.

shannon02

ACE - Expert

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20K Messages

4 years ago

DTV has no control over the channels On Demand servers.

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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.

Tutor

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6 Messages

4 years ago

Don’t think TCMHD (256) is On Demand. My mistake if I incorrectly stated TMC earlier.

Tutor

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6 Messages

4 years ago

Thank you and shannon02 for this information. As I noted, I am a new subscriber and unfamiliar with the workings of the network. I believe to call replay a 'feature' is disingenuous. Surely, I am not the only subscriber experiencing this apparently uncontrollable performance. I have yet to have a successful 'replay.'

sandblaster

ACE - Expert

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38.1K Messages

4 years ago

Something is not right. When you use that feature to rewind a show, it should not jump ahead to the real time showing as you describe. I've never had that happen to me when using that feature.  Perhaps you are pushing something on the remote to cause it to go back to the live showing? By the way, the inability to fast forward on demand content is controlled by the on demand provider, not Directv. Some of the on demand providers do allow fast forwarding. 

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.

Tutor

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6 Messages

4 years ago

I assure you it is nothing I am pressing on the remote that causes the movie to jump to real time. I don't have the remote in hand when it occurs. To be fair, I should use the correct term, which is playback.

Tutor

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6 Messages

4 years ago

Been thinking about what you said about something not being right and it has struck a cord. Ever since the installation, the receiver has had an annoying habit of dropping connection with the internet (wireless). Spoke to the service rep who installed the permanent installation of the dish. He said it was probably needing a software update. Problem continued with me having to reconnect somtimes several times a day. Started a chat with a DTV specialist, who determined I had the latest software, and had me reset the receiver. With this current problem, I am going to contact DTV again and see if a replacement receiver might be in order. Thanks to all for your insight.

shannon02

ACE - Expert

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20K Messages

4 years ago

Wireless is down on our list of ways to connect to the internet if you can just run an Ethernet cable from you router to the Genie.  If not have DTV back and install the hard wired DECA BB.

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.
TASWALB

Mentor

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43 Messages

4 years ago

If you can not connect to your router with an ethernet cable (I could not, house not wired for ethernet) you can try using a powerline adapter. For more info on powerline adapters see this thread.

 

https://forums.att.com/t5/DVR-Receivers/Genie-Receiver-will-not-stay-connected-to-WiFi-network/m-p/4833215#M106615

Tutor

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4 Messages

4 years ago

Please follow up after your discussion with the tech for I have the same problem.

Tutor

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2 Messages

3 years ago

I have had this happen several times. It's a bug with the feature. I'm connected to the internet, not pushing any buttons, etc. It is always at the very end of the program which is the worst. I'm using it on the dtvnow roku app and doesn't matter what channel within. It's not an on demand, its a live movie where you are supposed to be able to restart it from beginning and watch all the way through.  They need to test this and fix it, or don't have the "feature".

themick4u

Teacher

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22 Messages

2 years ago

Still not fixed. When will these engineers have a solution for all these corrupt Genie boxes????

Tutor

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2 Messages

2 years ago

We have had this identical problem since taking out our Direct TV subscription nearly two years ago. In fact it is one of several reasons once this contract is up this Direct TV is likely going down the road. Too many anomalies with the functionality of some features and no air cover support from D-TV. 

Tutor

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7 Messages

2 years ago

DTV recently upgraded the "user interface" - but not the "user experience".  I was SO hopeful the jump-out issue on the Restart "feature" would be fixed with the upgrade. But it's not. It just happened again. After two years, it's still not fixed. I too have never been able to successfully watch a  restarted movie beginning to end without it jumping out. 

Tutor

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7 Messages

2 years ago

By the way, the reply marked as a solution for this issue is not a solution at all. In fact it doesn't even address the OP's primary problem, which is the jump out. At best, the reply excuses the reason for not being able to rewind - which that would never be necessary if the jump out issue were resolved (and it hasn't been).