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WHY WHY WHY WHY

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WHY WHY WHY WHY

I have been a DirecTV customer for over 14 years - I have always loved the service.  However, over the past 6 months, I have noticed a horrible decline in service.  At least 1x per hour of watching a loss of signal service or the channel just ocmpletely scrambles and gives me a completely different channel in the middle of watching.

 

During the OSCARS a LIVE broadcast: the signal was lost and we were left with the DTV logo on the screen.  DURING A LIVE BROADCAST!  With a house FULL of people.  

 

Today, between 11 - 12pm: it happened 17 times.  A new record.

 

Last week, within 5 minutes of me sending my first complaint email, my receiver miraculously stopped working.  I'm sure it had nothing to do with my email - but it was VERY ODD timing.

 

I am a previously EXTREMELY loyal customer.  I am now very disappointed in the current service. 

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Message 1 of 9
ACE - Expert

Re: WHY WHY WHY WHY

What modes receiver?

Have you tried a reset (red button behind access card door)?

Any error message?

Other than the "complainet email" have you spoken with technical support?

 

Hopefully this can be resolved with a little self troubleshooting. Loss of signal could indicate that your dish may need to be realligned. After all in 14 years you have a lot of different weather, the house settling, etc. But a couple things to check first.

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Message 2 of 9
ACE - Expert

Re: WHY WHY WHY WHY

Have you tried a red button reset behind the access card door?  Are you getting any error messages?  What are the model numbers of your DTV receivers?

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*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 3 of 9
Contributor

Re: WHY WHY WHY WHY

Thanks for the replies. To answer the question - yes, the standard reset
has been performed at least 10 times over the past 6 months. This is a
global system issue. It's clearly noted on social media that many are
having the same problem. I suppose it is just more bothersome to me since I
work from home.
Message 4 of 9
ACE - Expert

Re: WHY WHY WHY WHY

Missing info: Models of all Receivers

 

So you have done mutiple resets. To be clear have you reset all your Directv boxes, including WVB if you have wireless Minis?

I would run a system test. If you have the Genie system, this would need to be done on the main unit and not the Minis. Menu > Settings & Help > Settings >Info and Test > Run System Test. As a note the receiver you run the test on (if this is on the Genie it affects the Minis) will not be able to watch tv or record while the test is running. Make not of any error messages that pull up, except the "cannot detect dial tone" unless you have yours connected to a phone jack (many of us don't anymore).

 

I would then call Directv 1-800-531-5000 to speak with technical support. Let them know of the symptoms, as well as any error messages found. Hopeully it is something that can be fixed from their end. If the problem is narrowed down to one of your boxes causing issue for the whole system then delivery of a replacement is $19.95, if it appears to more in-depth (issue with receiving dish, or the connections that run into the home) a tech visit is $49.95 instead, both options covered if you have their equipment protection plan.

 

Social media is not technical support, and I have seen people exagerate, make assumptions, and the like as social media tends to have too much of people venting without actual substance. Similar symptoms, or even appearing to be the same symptom may have different causes. A "global system issue" makes it sound like everyone is having the problem, but that is not the case. If you have a technical issue, the other customers like us may be able to help, that is what this forum is for. However we, or social media, is not a replacement for official technical support who are actually trained and educated on the system more than we could hope to be.

 

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*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 9
Contributor

Re: WHY WHY WHY WHY

While I appreciate your attempt. This IS a global system issue that did not
exist before. I have been a customer for a very long time. I am, also,
tech-savvy. I have done all you have suggested. MANY TIMES. Tech support,
customer support has not been as helpful as it used to be.
Message 6 of 9
ACE - Expert

Re: WHY WHY WHY WHY

I do not dispute that there are many out there with their own technical issues. I disagree with it being "global" as myself, friends, and neighbors who have Directv systems are fine as well as others who not even in the same state as I.

 

If only one box is having the issue that would normally warrent a replacement. (if Mini Genie Clients that may mean the main Genie as it is the primary "brain" of the system). If all boxes affected than yes it could either be a issue on the broadcast side or with your receiving dish and cabling which is why I mentioned the possibility of the tech.

 

So call Directv. If it is a known issue with broadcast or software sent for your exact models, they will tell you and see what the current status or any resolution steps that are available. If not, then a tech visit is most likely what is needed. Being "tech savy" does not replace techs who get more training and education on their company's specific equipment, including any replacement parts (dish, LNB, Coax, SWiM splitter, etc.) that customers don't tend to have laying around.

 

I wish you well it getting this resolved.

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*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 7 of 9
ACE - Expert

Re: WHY WHY WHY WHY

What model receiver do you have?

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*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 8 of 9
Administrator

Re: WHY WHY WHY WHY

Hello @jball17,

 

We’re sorry for your inconvenience.  The community has given many suggestions that we would also ask you to try.  We would also recommend chatting with a representative who can go through additional troubleshooting steps with you.  At that point they can determine what additional steps are needed.

 

Thanks.

 

-ATTDIRECTVCare


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