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ATTDIRECTVCare

Community Support

 • 

1.1K Messages

Wed, Aug 17, 2016 5:40 PM

DIRECTV Fixes: Freezing, Pixilation, & No Service

DIRECTV_FORUM.gif

 

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.

 

Composite to Composite.jpg  HDMI to HDMI.jpg

 

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

*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.

4 Attachments

Responses

Contributor

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1 Message

2 years ago

There was no reply to my problem.

Teacher

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9 Messages

2 years ago

Hi,

I am not an AT&T employee. I was a customer, but have called and canceled my service. They didn't even want the equipment back. Still waiting 3 months later for my refund.
jjanton1

Tutor

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8 Messages

2 years ago

Not a surprise, my Genie 2 works better after put the system on a timer and it shuts down for about an hour each morning around 2am but I still get the pixelation and picture lock up regularly. I checked signal strength on the sats with all above the 95% level too.  This genie system really is problematic and I am very seriously considering canceling it out and going with all cable instead.  At least with that system moderate to heavy rain is not an issue. Maybe if enough folks walked away things might get fixed.

Tutor

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2 Messages

2 years ago

I understand. I have called for over 6mths. Still no one has had enough
concern to even say We will send someone to check. Talk to more than 7, 8,
lol maybe 10 or more different people want to go thru same thing time after
time. Cannot get it thru to Att/directv we have tryed that. DONT WORK. MY
system says it is connect to WiFi but when you try to use says it not
connected. But you go into and check says strength excellent and connected..
Guess they love getting my $$$ every month so not concerned with my service.
Actively searching now for new service. Going to change. Then I bet you
when I call to cancel they will say BUT WHY! LOL I will say can you put us
on speaker so all can hear cause I have spoken to them. Still have problem.
answer your question.
Been customer since 90s.😞

Tutor

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6 Messages

2 years ago

DIRECTV IS A SCAM, A HORRIBLE SERVICE AND A TOTAL RIP-OFF

I have tried everything and continue to have the same Error Code 771 problem. I can't watch any of my main news or sports channels for over aone week and I ma paying all this money for nothing. It is NOT due to bad weather or any interference. Either the dish is bad or there is something totally wrong with the satellite reception. I have tried every type of troubleshooting and nothing is working. I have had it with DTV and I am about to cancel their garbage rip-off service and about to cancel service. After 2 years of paying lots of $$$, I am completely unhappy and frustrated. Everytime I try to call them on the phone, I wait for a long time and hold then finally, I get someone speaking to me from some foreign country like the Philippines or somewhere else and there is always a communication problem. They do not keep their promises on the phone, they lie about our last conversation and pretend that there were no notes found from the last representative that I spoke to. Customer service su*ks. All they are interested in is charging and ripping off the customer. Crappy customer service. My last 3 custoe\mer service calls have been totally horrible experiences with people arguing with me and lying to me.

 

I believe I should NOT have to pay for services that I have not received for over one week now. Have not been able to watch any of my regular channels that I am paying hard cash for like CNN, MSNBC, FOX, ESPN, Geography or History Channels, etc. I tried to watch things online on my PC but it will not allow me to do so either. 

 

At this point, I am so frustrated that I feel they can come and collect their garbage dish and stuff it where the sun don't shine. I am so unhappy with this that I am considering filing a customer complaint with the FCC and my state's AG office.

vinnywill

Scholar

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97 Messages

2 years ago

I have the online issues you state but now since yesterday I have issues sighing into my account. Things are getting worse by the day. I'll be moving soon directv won't be moving with me.

Contributor

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1 Message

2 years ago

We have had this problem for TWO years and have had technicians come out several times. We keep being told "it's a known issue"--we were told that this week and again a YEAR ago. Still no solution. Why am I paying a fortune for a service that barely works properly?

jjanton1

Tutor

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8 Messages

2 years ago

It is a shame that DISH picture quality is not as good as DTV, if it was
I would switch in a heartbeat. The Genie 2 still has substantial bugs
and ATT does not seem to really care about customer service. Mine still
locks the picture for a few seconds regularly and sometimes really fouls
up the sound. I did reduce the issues by putting the Genie on a timer
that shuts it down each night for about an hour then powers it back up.
It helps but does not cure the issue.

Contributor

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1 Message

a year ago

We're about to stop our service as a result of the same issue. My husband is mostly bedridden and relies on the TV for entertainment. 

Contributor

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1 Message

a year ago

2.5 hours on the phone with seven different people. The problem was plainly the rain.  Before signing up with Directv I asked everyone we had contact with if rain or snow was a problem, everyone of them said a very strong "NO".  Now we finally get rain and out goes the tv, the rain stops and the tv comes back on and let me be clear it is both televisions and every station.  I called customer service and it was like every call was the first one and like they did not understand that the problem was clearly the rain.  

The phone calls had to go through the poor quality voice menu which over and over gives you a single choice.  The first person I talked just did not have the ability to listen or understand and just said to call back in when the picture returned.  The next three people I talked to made it clear that they do not keep notes of conversations with customers to do they try to tell the next person what the problem is.  I finally spoke to a person {number 6) with a microphone problem and more poor listening skills but finally got her to understand that I really did have a rain problem.  I then asked for a supervisor, who either did not have any notes from the previous people or would not read them.  I made it sound like I had done a poor job of putting up the dish even thought I kept telling him that Directv people picked the location and installed the unit, NOT ME!

Six of the Seven people sad I could contact Directv on the webpage in the problem section at the bottom of the page.  When I could not find it I bravely called in to the service line and asked for help on that, he told me that his supervisor said they is no such thing.

 

The only reason I put up with this was that the only time I have ever received worse customer service was from Warner Cable.

I now have to hope that the person that will be here sometime in a 4 hour window ( when they installed the dish the person did not make it here in side the four hour window) and that he can correct the dish placement for alignment when there is no rain.  

 

Naturally, when I type out all these there is no send button.

Tutor

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2 Messages

a year ago

I have directv and when I call in to speak to a customer service rep, I get
a foreign speaking person. Now this is ok. But I have speech problems and
I am deaf in one ear and if I tell them to slow down, they do. But they do
so at a level that is so slow that they make me feel stupid! I am not
stupid at all. They try and offer me these promotional deals and they say
Great I will sign you up! Before I can even say a word. That is a no-no!
I will not sign up for nothing and pay nothing extra As long as I can help
it!

Contributor

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1 Message

a year ago

My main television works fine but the two other tvs connected show t server error.  They cannot find the server.  How do I rectify this and get those in sync with main tv

litzdog911

ACE - Sage

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53.3K Messages

a year ago


@brads1010 wrote:

My main television works fine but the two other tvs connected show t server error.  They cannot find the server.  How do I rectify this and get those in sync with main tv


Try resetting your main Genie DVR using the red reset button near the access card.

 

____________________________________
ACEs are customers too, NOT employees. Answers are based on experience. I strive to give honest answers, even if not always appreciated. If you posted personal information, please edit and remove.

For official support call DirecTV 1-800-531-5000 or AT&T 1-800-288-2020.
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.

Contributor

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1 Message

a year ago

We recently upgraded our equipment. We have 2 TVs in adjoining rooms and before the upgrade the audio was in sync if the TVs were on the same channel. Now after the upgrade there is about a 6 second delay in audio between the TVs which is annoying as all get out. Any ideas on how to fix that?

litzdog911

ACE - Sage

 • 

53.3K Messages

a year ago


@nsjohnston wrote:

We recently upgraded our equipment. We have 2 TVs in adjoining rooms and before the upgrade the audio was in sync if the TVs were on the same channel. Now after the upgrade there is about a 6 second delay in audio between the TVs which is annoying as all get out. Any ideas on how to fix that?


No, you can't fix it. The digital signal processing required between the main Genie DVR and Client boxes causes this delay, and there's no way to remove it.

 

____________________________________
ACEs are customers too, NOT employees. Answers are based on experience. I strive to give honest answers, even if not always appreciated. If you posted personal information, please edit and remove.

For official support call DirecTV 1-800-531-5000 or AT&T 1-800-288-2020.
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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