Community Support
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1.1K Messages
Wed, Aug 17, 2016 5:40 PM
DIRECTV Fixes: Freezing, Pixilation, & No Service
Solutions for DIRECTV TV Viewing
If your service is not working, try the following quick fix:
- Reset the receiver
- Secure the cable connections
- Make sure your TV is on the right input
The steps above can quickly resolve the following:
- Loss of service (picture and sound)
- Picture Pixilation and Freezing
- Missing Channels (Local Channels)
- Audio Loss/ Issues
- Remote Control function
- Internet Connectivity
- Guide Issues
- Feature Issues with recordings and box features
Reset the receiver
To reset the receiver you can either unplug it from power for 15 seconds or press and hold the red reset button. es. If you have a guide issue or missing channels, refreshing your service may resolve this.
Missing Channels
To resolve missing channels, refresh your service. If you are not seeing a local channel, check to see if it is available. Don't forget to check your package to ensure you have the right one.
Secure cable and power connections
Verify all connections (wall to the receiver, receiver to TV) are placed firmly into the device. If the cables going from the wall to the equipment are damaged and believe this is causing loss of service, chat with us.
Check the power cord and make sure it is firmly plugged into the wall outlet. In some instances, a light switch controls power to an outlet. Make sure it is on. We recommend plugging the receiver into a dedicated outlet.
Is your TV on the right input?
In rare instances, the channel or input on the TV may change. To fix this, select input on the TV or remote until you see a picture. It can take a second or two for the picture to populate so don't rush through. You may need to use the remote that belongs to the television and not the DIRECTV remote.
If all else fails
We may need to get someone out to check your dish, especially if there was a strong storm. You can use our Fix It Tool to perform more in-depth troubleshooting and schedule a tech appointment. Dish Alignment could be a factor, so feel free to check it as well.
-ChrisZ, AT&T Community Specialist
AT&T Customer Care
Need help with an account specific question? Post a new question here on the forums by clicking the "Ask a Question" button.
For additional support, please visit us at our AT&T services hub.
Follow us on: Twitter @ATTCares and @DIRECTVService
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Responses
TexasBrit
ACE - Expert
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17K Messages
3 years ago
I haven't seen anyone else report this issue...
*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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spilkington
Tutor
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2 Messages
3 years ago
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DirectTVUSER14
Teacher
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21 Messages
3 years ago
Tired of resetting the receiver most of the time THAT doesn't even work. tomorrow I am calling to cancel the Direct TV. Very disappointing
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DirectTVUSER14
Teacher
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21 Messages
3 years ago
You know what?! One a day is still not acceptable
Once a week maybe.
We will keep the internet
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taoshum
Mentor
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38 Messages
3 years ago
Could someone tell me why HBO/DirecTV streaming has become very intermittent after ATT took over? I keep trying to stream a show that has already started and most of the time I get an error and it reverts to regular sat TV programming. When I do a diagnostic ATT ALWAYS BLAMES ME for having an internet connection issue or a connection issue or something like that. So I go do a speed test and everytime I get 25 MB/sec or higher. The connection is ethernet hard wired. So it has to be a slow ATT server!!!! IMHO. Come ON ATT your servers are SLOW. Certainly compared to NETFLIX. If you want to keep spending $$$$$ on M&A instead of service to your remaining customers, go ahead.
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JAH836
Teacher
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9 Messages
2 years ago
I have had constant problems since this upgrade. Now I have nothing and heard the fix won't happen until January 2019. I'm looking for another carrier and forgetting about trying to fix mine. It's been a huge waste of time and money.
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JAH836
Teacher
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9 Messages
2 years ago
The quickest fix of all, stop dealing with all the lies, reboots, calls, lack of service and switch to Dish or Cable. AT&T just ruined this company and raised prices. I am canceling this and telephone service through AT&T, they don't care about anything but bringing in more $$.
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jjanton1
Tutor
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8 Messages
2 years ago
I very seriously agree, their service is very poor and rarely solves
problems. The Genie 2 finally got a software update on the 29th of Aug
but all it has done is change a few features. Still have the pixelating,
locking up, sound garbling ect. I put the genie on a timer that shuts it
down every night around 3 for an hour which seems to help a bit but the
issues are still there and very irritating.\
Jerry [edited for privacy-please do not post personal or unique information such as but not limited to full names, employee ID numbers, email addresses, phone numbers, account numbers, etc.]
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KS94664125
Contributor
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2 Messages
2 years ago
Two issues:
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jjanton1
Tutor
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8 Messages
2 years ago
timer that shuts it down around 3am for a while. It seems to have
improved things substantially but not completely. The software update a
week or so ago did not improve those issues just added a couple of features.
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BobSDZ
Contributor
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1 Message
2 years ago
Just want to say a couple of facts that can help ATT to resolve the problem with GENIE HS17-100.
1. I have 5 wireless minis
2. I have 2 uhd 4k TVs
3 One 4k tv is wired to HS-17
4. 3 tv sets are using their own speakers / sound.
They ALL have the same issue described in this forum.
I have tried ALL troubleshooting solutions proposed by ATT forum helpers - no way.
I have called twice DirecTv customer support. Honestly it was worthless - they do not know
or they hiding any knowledge about it.
I am almost 100% sure that is the software or hardware issue of this HS17 GENIE. The problem
exists an all wireless minis and ALL tv sets with or without other AV equipment.
BTW, I am dealing with this issued since August 2017 when DIRECTV technician installed the system
including the latest available satellite dish.
One more thing - I am paying $270 monthly bill for DIRECTV service.!
Bob
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taoshum
Mentor
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38 Messages
2 years ago
What a "gold mine" of information for ATT. People pay to do the de-bugging of their equipment and then take the time to document it here. Where else could ATT get this kind of service?
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Ricky1960
Tutor
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2 Messages
2 years ago
Lordy i am tired. Trying to get my remote back where it will order movie. Been a customer since early 90s. For 6 or 7 months dvr says it is connect to wifi but it is NOT. SET up wifi you say. It worked for 9 years then bam no work. 250$ a month & i got to call to get a movie. I would appreciate getting this fixed. Please.
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docdoty
Contributor
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1 Message
2 years ago
i'm in full agreement and it appears the quality of service will suffer under new management. regretfully I think AT&T may have overpayed for a money trap with dwindling business model in Directv…. and I too am a long standing customer now being disappointed too!
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billinc305
Contributor
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2 Messages
2 years ago
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