Internet Connection problem

Teacher

Internet Connection problem

I have the whole home HD DVR service. My DVR is an HR24 with 2 other HD receivers (non DVR). I have recently started having Internet issues. The internet is hardwired, not wireless. When I hit the "dash" button it shows the internet is not connected, however if I run a system test, it shows that it is connected. If I go into Network Set-up, and go to more info, it shows as connected. I am unable to download any on-demand nor use the youtube app (have used in the past), but other apps are working fine so I am assuming the internet is in-fact connected. I tried a reset with the red button, but that did not help. I also hit "connect now" which went fine and gave me a message stating I was now connected, etc. I then immediately hit the "dash" button, but it again said "Not connected." I ran a speed test on my internet connection and it is a steady 3 Mbps download, 1.1 upload (not sure if this matters). Any ideas? Could it be the receiver going bad (I have already had this replaced once this year). Thanks.

1,278 Views
Message 1 of 17
Employee

Re: Internet Connection problem

try resetting your router along with the receiver.  see if that helps
Employee Contributor*
*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.
Message 2 of 17
Mentor

Re: Internet Connection problem

Seems alot of customer hardwiring ethernet to receivers are getting these issues on whole home and internet connections wonder Y maybe the Ethernet should be removed and try a CCK like it shows. But others will argue otherwise hardwiring is the best connection but as far as I'm aware CCk must be used when internet and whole home is being used , or will either disrupt the internet connection or whole capablities! That or U can reset everything constantly when the issue occurrs but 9-10 will happen again and again.

Message 3 of 17
Expert

Re: Internet Connection problem

You are correct that in a Whole Home system the HR2X DVR's cannot be connected directly to the router via Ethernet but must have a coax to DECA-BB adapter to connect to the router.  However, the HR34 and HR44 can be connected directly to the router using an Ethernet cable.

Message 4 of 17
Employee

Re: Internet Connection problem

yup, there is no issues when the Genie is used as a bridge.
Employee Contributor*
*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.
Message 5 of 17
Teacher

Re: Internet Connection problem

I did some testing last night. When I got home I looked at my playlist and the movie I tried to download on Saturday was finally there. I hit the "dash" and it showed internet connected. I then went to channel 1239 and attempted to download a concert. It started to download, then gave me an error stating it could not playback because the speed was too slow and it would record it. I then hit "dash" and it said not connected. I am guessing my speed is just too slow for on-demand to function properly. I am going to contact Time Warner today and bump up to the 15Mbps service. I am also considering upgrading to the Genie. Does anybody know if they offer free upgrades? I read somewhere that if you have the maintenance plan, which I do, you can get a free upgrade with a new 2-yr agreement. Does the Genie cost anything extra as compared to what I am paying now? (WHole home w/HD DVR and 2 HD receivers).

Message 6 of 17
Expert

Re: Internet Connection problem

Last things first.  The Genie will cost the same per month as an DVR.  As to the "must record" message.  In order to play back On Demand programming in real time you need at a minimum 8 Mbps, so the 15 should work.  Note that on occasion even the fastest connection won't play in real time due to slow server issues etc.

As to the dash :smileyminus: button giving a conflicting result.  Until recently I considered that to be the definitive test of a complete connection.  However, I have a HR34 Genie that as of the last software update consistently gives a "Internet Not Detected" to the dash test in spite of the fact that all other tests indicate a good connection and all of the Internet based features work perfectly.

Message 7 of 17
Teacher

Re: Internet Connection problem

Well, that clears things up significantly. Thanks!

Message 8 of 17
Contributor

Re: Internet Connection problem

guess my HR20,HR21,HR23,HR24 DVRs and H23 receiver work by FM then.

Message 9 of 17
Employee

Re: Internet Connection problem

Huh???

Employee Contributor*
*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.
Message 10 of 17
Contributor

Re: Internet Connection problem

sorry peds,,, FM is not FM radio.      

Message 11 of 17
ACE - Expert

Re: Internet Connection problem

I think that peds48, like me, is simply puzzled about what you're asking.   What does "FM" have to do with this thread?

*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.
Message 12 of 17
Administrator

Re: Internet Connection problem

It is short for "Freaking Magic".

Message 13 of 17
Employee

Re: Internet Connection problem

That thread was removed by the system admin...

Employee Contributor*
*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.
Message 14 of 17
Contributor

Re: Internet Connection problem

Whew.. thanks gregzoll...

Let me clarify while eliminating any sarcasm to dcd's statement

'You are correct that in a Whole Home system the HR2X DVR's cannot be connected directly to the router via Ethernet but must have a coax to DECA-BB adapter to connect to the router.'"

I have 4 DVRs HR20,HR21,HR23,HR24, and a standard H23 reciever in my house,   All connected via Ethernet.

no problems over the last 3 years.    Whole Home works wonderfully as does all On Demand and other internet functionality.

Just not sure why it was stated that it cannot be done.

Message 15 of 17
You must type a description before you click preview or reply.
Share this topic
Announcements

Welcome to the DIRECTV DVR & Receivers boards! Check out our troubleshooting articles below and don’t forget to search the forums - your question may have been answered already!

Is your service down? Click here to chat with us!

Additional Support