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Why Does My Signal Go Out Every Time It Rains - Why is every discussion about this issue deleted?

Why Does My Signal Go Out Every Time It Rains - Why is every discussion about this issue deleted?

Just got hooked up 3 days ago, and already we were out 15 Minutes, and 49 Minutes in 2 rain storms!  Your salesman assured us that this problem was fixed!  I am very upset that we went through this again!  I Left you last time because of the same issue, and now it is happening yet again!  We were lied to!  It is not fixed!!  What can we do to fix this.  I want to find out if this can be fixed before I have the Comcast ripped out of my home!   This is unacceptable!       What options are available.  I have spoke to 3 different Customer Service Reps on the phone, and all gave the same thing, they are concerned, but have nothing to offer!  What do I do.  I want to stay, we love the Genie Box.  The Installer, Salesman, and everyone has been nice to work with, but this issue seems to stump them every time.  The Salesman told me over and over, "That Issue Is Fixed", "We have 5 Satellites now, 3 Receivers, and a Military Style Dish.  It goes out just like before, no difference!  No one has come out to check it after 3 calls.  What do I do??????

I am also very concerned that EVERY post about Weather Related Outages are "Deleted By Moderator", or "Topic Is Locked!"  This suggests it is a bigger problem then you want us to believe or know about. 


What do I do??????

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Message 1 of 40

Re: Why Does My Signal Go Out Every Time It Rains - Why is every discussion about this issue deleted?

Received a Canned Response As Usual!  No one has called or E-Mailed me yet!  Just this!  I also sent several E-Mails as well!  Three Calls have not resolved anything either nor have I received a response to my questions!


Response Via Email(Marichu P. - 100102583) - 08/10/2013 06:22 AM

Dear Mr. Hickin,

Thank you for writing. I completely understand your concerns regarding signal issues during bad weather. Our sincerest apologies for the inconvenience this is causing you.

We certainly would like to address this issue for you so, I have forwarded your email for special handling. A specialist will respond as soon as an agent is available (likely within 24 hours). For immediate assistance, please call us at 1-800-531-5000. Our customer care hours of operation are from 8:00 AM to 1:00 AM ET daily.

At DIRECTV, we endeavor to assist customers to make sure their DIRECTV System is up and running to bring you the best possible TV experience. We will continue to strive to provide the best possible experience to you.

Sincerely,

Marichu P. - 100102583

DIRECTV Customer Service

Message 2 of 40
Contributor

Re: Why Does My Signal Go Out Every Time It Rains - Why is every discussion about this issue deleted?

I know how you feel. We have been with Directv for many years and have not had too many problems. Even with heavy rain or snow we still had signal. But yesterday we had a little storm, nothing major and our signal has been out since around 3PM yesterday. Called last night and the earliest they will get someone out to check our dish is Aug. 16. Very upset we have to wait a week. Called this morning to see why we have to wait so long with no tv. Excuse was for our area only have first appointment next Friday. Asked for a month of free service for having to wait so long was told we would only get $15.51 credit for a week. We pay at least $90 a month for service. Not very happy with them right now. Thinking of calling another service and switch. We watch many shows during the week that we will miss. We live in a very remote area where we cannot even get channels with a regular antenna. Directv does not have my confidence at the moment.

Message 3 of 40
Tutor

Re: Why Does My Signal Go Out Every Time It Rains - Why is every discussion about this issue deleted?

Loves, I actually work in tech support, and unfortunately, when the techs are backed up, this is why-- when there is rain, the techs have to cancel the service calls that were already scheduled.  Then they have new calls coming in after storms for searching for satellite issues.  So when you add the new calls with the rescheduled calls, BAM.  Now they are behind a week.  And I know you feel you should get credit for the whole month, but all we are allowed to do is to credit you for the time without service.  The best way to think about it is this--if your car breaks down and it's in the shop for a few days, you still have to make the monthly car payment, right?  Same deal.  I know it kinda sucks, but all we can do is just make sure you don't pay for the time you do not have service.  Hope that helps?

Message 4 of 40
ACE - Expert

Re: Why Does My Signal Go Out Every Time It Rains - Why is every discussion about this issue deleted?

Sounds like the installer didn't properly align your dish.  Or perhaps an exterior connection is allowing moisture inside.   At any rate, you're covered under DirecTV's 90-day installation warranty, so it's best to call them and have a service tech come check things.  In the mean time, post back with your signal readings and that may give us some clues ....

Please post back with your signal readings for each satellite's transponders (and both tuners if applicable).  You'll find these readings under "Menu" -> "Setup" -> "System Setup" -> Satellite -> "View Signal Strength".  Note the "+" and "-" symbols next to the "Satellite" and "Tuner" entries where you can toggle the readings between the various satellites and both DVR tuners.

Fill in your readings for each satellite and tuner using these examples.  A properly aligned dish will show 80-90s on most of the relevant transponders (although some will be low or zero):

Satellite transponders (32 total at 101º)

[Most of your standard definition channels are beamed from 101ºW]

1-8    x   x   x   x   x   x   x   x

9-16   x   x   x   x   x   x   x   x

17-24  x   x   x   x   x   x   x   x

25-32  x   x   x   x   x   x   x   x

Satellite transponders (3 total at 110º)

[Not present with Slimline3 dish. No channels are currently beamed from this satellite]

1-8    NA  NA  NA  NA  NA  NA  NA  x

9-16   NA  x   NA  x   NA  NA  NA  NA

Satellite transponders (11 total at 119º)

[Not present with Slimline 3 dish. Local SD channels for some cities, Spanish package]

17-24  NA  NA  NA  NA  NA  x   x   x

25-32  x   x   x   x   x   x   x   x

Satellite transponders (16 total at 99º(s)) [or 99º(b)]

[Local HD channels for some cities]

1-8    x   x   x   x   x   x   NA  NA

9-16   NA  NA  NA  NA  NA  NA  x   x

17-24  x   x   x   x   x   x   x   x

[Note: these can be very slow to appear]

Satellite transponders (14 total at 99º(c)) [or 99º(a)]

[National HD channels]

1-8    x   x   x   x   x   x   x   x

9-16   x   x   x   x   x   x   NA  NA

[Note, these can be very slow to appear]

Satellite transponders (16 total at 103º(s)) [or 103º(a)]

[Local HD channels for some cities]

1-8    x   x   x   x   x   x   NA  NA

9-16   NA  NA  NA  NA  NA  NA  x   x

17-24  x   x   x   x   x   x   x   x

[Note, these can be very slow to appear]

Satellite transponders (16 total at 103º(ca))

[National HD channels beamed from D12 satellite]

1-8    NA  NA  NA  NA  NA  NA  NA  NA

9-16   x   x   x   x   x   x   x   x

17-24  x   x   x   x   x   x   x   x

Satellite transponders (14 total at 103º(cb)) [or 103º(b)]

[National HD channels beamed from D10 satellite]

1-8    x   x   x   x   x   x   x   x

9-16   x   x   x   x   x   x   NA  NA

17-24  NA  NA  NA  NA  NA  NA  NA  NA

Satellite transponders (9 total at SWM)

[You'll only see this if you have a Single Wire Multiswitch (SWM) dish]

1-8    x   x   x   x   x   x   x   x

9-16   x   NA  NA  NA  NA  NA  NA  NA

*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 5 of 40
Employee

Re: Why Does My Signal Go Out Every Time It Rains - Why is every discussion about this issue deleted?

But just to be clear, because of the nature of satellite signals the signal will go out during major rain storms, not much DirecTV can do about this.  However you should never lose your signals during "normal" everyday rain.   


If you have lost your HD channels becasue of weather, you can always try to watch the SD versions of the same channels as these channels usually take longer to go out during inclement  weather

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 6 of 40

Re: Why Does My Signal Go Out Every Time It Rains - Why is every discussion about this issue deleted?

You Said "The best way to think about it is this--if your car breaks down and it's in the shop for a few days, you still have to make the monthly car payment, right?  Same deal." .....   The Difference Here Is I OWN THE CAR!  In this case you are Providing a Service.  This is an Apples and Oranges Comparison.  If a service is bad, we should not half to pay for it.   Direct TV has not offered any refund at all to me.  No Solutions, No Answers, and No Signal in Light to Moderate Rain, and No Technician!    If the service is bad, they should make it right. 

Message 7 of 40

Re: Why Does My Signal Go Out Every Time It Rains - Why is every discussion about this issue deleted?

I am heading home now, I will post as soon as possible.  Thanks you for your help so far! 

Message 8 of 40

Re: Why Does My Signal Go Out Every Time It Rains - Why is every discussion about this issue deleted?

I was told by (literally convinced by) the Sales Associate in a Direct TV Uniform inside our Best Buy that this issue was fixed!  It Clearly is not.  Over 1 Hour of Outage in the first 2 days of Operation.   Unacceptable.  There must be better equipment, larger reflectors, boosters, or settings that will allow better performance.   I know this is an issue as the threads that mention Weather Outage are all Locked, and Most Posts have been deleted!   Why not send out a Tech???  It's worth keeping a New Customer that is getting pretty pissed off!

Message 9 of 40
Tutor

Re: Why Does My Signal Go Out Every Time It Rains - Why is every discussion about this issue deleted?

If you have a 771 in a light rain then call in when it's actually happening. We can check your zip code to make sure the rain isn't an issue in your area, run a system test and get you set up with a service call.  And when it's not right we do issue a time without service credit but you have to ask for it and be reasonable.  You won't get a free month of service if you are only going to be without service for a few days.  

Sent from my Galaxy S®III

Message 10 of 40
Employee

Re: Why Does My Signal Go Out Every Time It Rains - Why is every discussion about this issue deleted?

Obviously  bigger reflector would help (to an extent)., but are you willing to have a 2 to 3 ft or bigger dish in your house?  most customers wont

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 11 of 40
Contributor

Re: Why Does My Signal Go Out Every Time It Rains - Why is every discussion about this issue deleted?

I had my new Genie installed a couple of weeks ago.  We've had a few rain storms, but nothing severe.  Last evening, (not during the rain) the receiver began freezing up.  I've reset the receiver multiple times, checked the connections at the satellite.  After rebooting, it will work for maybe 10 minutes or so, then freezes up entirely.  Like others on here, we now have to wait over a week for service.  This is very frustrating.  Prior to this new setup, we could watch over the air channels when the satellite/receiver was down.  Now, unfortunately, we have no service for over a week.  It'll be interesting to see if we get any kind of credit.   They did say that since I had "protection" I wouldn't be charged for the service call.  Good thing for them, because I'm not sure I would have paid it anyway, since this is a brand new receiver!!  I'd almost rather go back to our old receiver without the DVR and genie so that I would have TV!  Difficult with a teenager in the house.

Message 12 of 40
Professor

Re: Why Does My Signal Go Out Every Time It Rains - Why is every discussion about this issue deleted?

I agree it is not acceptable to have frequent or long duration signal outages.  I would like to offer a couple of things to this discussion.  First off, everyone here is a customer, there is no official DirecTV posting or response in these forums. DirecTV may or may not read posts in these forums.  So people here are customers like you, trying to help you and/or explain to you what is happening.

As to deleted posts, we can't speak to that either, as none of us are forum moderators or have the power to edit or delete posts other than our own.  However I can say that there was recently a huge amount of spam to these forums, and it is possible a number of legitimate posts/threads were deleted in the process of cleaning up the spam. I don't know if that is what happened to the posts you mention, but it is possible.

And lastly, but maybe most importantly, the sales representatives you see at stores like Best Buy are not DirecTV employees, and in most cases have very little if any technical knowledge of the system.  Their job is to sell service (and their pay is based on that).  I would trust someone selling satellite service in a brick and mortar store just as much as a used car salesman telling you a particular car was only driven by a little old lady to church on Sunday.

I wish you the best in getting this resolved. It does sound like the installer did a poor job of dish alignment, but it is also possible you had multiple incidents of severe weather following your install (their are many parts of the country getting extremely heavy/abnormal rain right now). The law's of physics can't be suspended or over ruled by a salesman, satellite signals are effected by severe weather.

Message 13 of 40
ACE - Expert

Re: Why Does My Signal Go Out Every Time It Rains - Why is every discussion about this issue deleted?

Yes, post back your signal readings and let's take a look.

*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 14 of 40
Contributor

Re: Why Does My Signal Go Out Every Time It Rains - Why is every discussion about this issue deleted?

have been a customer for many years so my 90 days has been up a long time ago. Satellite strength on both is 0. Think it is the dish. I hope when they come for our service they bring a dish with them so I don't have to wait any longer than  a week for service.

Message 15 of 40
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