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Both of my receivers are showing offline on my online account

Contributor

Both of my receivers are showing offline on my online account

I have a primary receiver and a mini, which are connected to internet and showing programming. However, when I go to my account online, it shows that both of my receivers are offline. If I'm not connected to directv, who am I connected to. I've reset my receivers many times but it never changes the fact that in my online acct., neither of my receivers are connected. I'm having trouble changing my tv settings, tv audio, and with poor picture quality which seems to change by itself.  What is happening and what can I do to correct this issue.

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Message 1 of 4
Administrator

Re: Both of my receivers are showing offline on my online account

Hi @Kevla68,

 

We'll do our best to help!

 

To fix the audio and picture quality trouble you're having, run diagnostics on your service with the Troubleshoot and Resolve Tool. Be sure to sign in first.

 

This may also fix the issue of your account saying the receivers are offline. Are you able to send us a screen shot of that so we can see what you're seeing?

 

Aminah, AT&T Community Specialist

 

 


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Message 2 of 4
Contributor

Re: Both of my receivers are showing offline on my online account

Here is a copy of my receivers in my online account. However, my receivers are connected to my internet or so my direct menu says.

0 of 2 receivers connected

Reconnect

Genie HD DVR (offline)

Wired receiver (offline)LIVING RM
Message 3 of 4
Contributor

Re: Both of my receivers are showing offline on my online account

The diagnostic tool does not work. I assume that's because my receivers are showing offline. If my receivers are not connected to at&t's directv service, then the diagnostic tool is probably useless. Also, I am getting no on-demand shows or movie listings. Something is very wrong.

Message 4 of 4
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