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DIRECTV Outages, Signal Loss & Service Problems - How to Quickly Resolve Them

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DIRECTV Outages, Signal Loss & Service Problems - How to Quickly Resolve Them

DIRECTV_FORUM.gifQuickly Resolve DIRECTV Service Woes 

  

Having trouble with your DIRECTV service? You can normally resolve DIRECTV loss of service by resetting the receiver, checking cable connections, and making sure your TV is on the right input.  These steps can 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

 

How to reset the receiver TroubleshootTV.png

To reset the receiver you can either unplug it from power for 15 seconds or press and hold the red reset button located near the access card. It can be a quick fix in most circumstances. If you have a guide issue or missing channels, refreshing your service may resolve this. 

 

Cable connections and power

Verify all connections (wall to 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.

 

Input

In rare instances, the input can be changed by accident. You may bump into the TV or sit on the remote. 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 the above does not help and service and weather is not an issue, feel free to chat with our support teams by clicking here. Also, Dish Alignment could be a factor, this article has information on how to check. 

 

 

-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

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.
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Message 1 of 28
Contributor

Re: How to Quickly Resolve DIRECTV Service Issues

Reset many times. No joy. 

Regardless of being an HR44-200 or C51-700, audio receiver or soundbar, even console audio. All devices drop the audio at indiscriminate, multiple occasions. 

Reviewing many posts, there is no one solution. Could the "disconnect" be the receivers, only to be convoluted accessory devices/configuration? 

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Message 2 of 28
Contributor

Re: How to Quickly Resolve DIRECTV Service Issues

I got a message that said I do not have the Sunday NFL Ticket, and I have been paying for it for a couple oof months. What is the problem?

 

William [edited for privacy-please do not post personal or unique information such as but not limited to full names, employee ID numbers, email addresses, phone numbers, account numbers, etc.]

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Message 3 of 28
Contributor

Re: How to Quickly Resolve DIRECTV Service Issues

My screen says, "A new software update is available.  The update may take up to 15 minutes to complete.  You will not be able to use the TV during the update.  Would you like to update now? 

Show Details                         Update later                      Update now"

 

I cannot use arrows keys on remote to choose the options.  "Update now" is highlighted, but when I choose with select nothing happens.  I have use of all other keys and can view the TV programming, but the message in the right hand corner won't go away.

 

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Message 4 of 28
Community Support

Re: How to Quickly Resolve DIRECTV Service Issues

Hi @ShariD,

 

Turning off the box and turning it back on may resolve this. Have you attempted to restart the box as mentioned above? If you did, you may need to chat with us to address this further. 

 

-ATTDIRECTVCare

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

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.
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Message 5 of 28
ACE - Expert

Re: How to Quickly Resolve DIRECTV Service Issues

@ShariD,

What model DVR/Receiver do you have?

Have you tried resetting using the red button, usually behind the front panel access card door?

____________________________________
We ACEs are customers too, NOT employees. Answers are based on experience. They're honest, even if not always appreciated. If you posted personal information, please edit and remove.
*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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Message 6 of 28
Contributor

HGTV HD and DIY HD cut out

 HGTV HD and DIY HD go blank intermittently for about two seconds then come back. Both picture and sound go out. No messages on the screen. Sat. signals on 99c, 101,103c are all in the mid to high 90s. Is this a receiver problem?

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Message 7 of 28
Contributor

When my TV and receiver power up, there is no picture on the TV

We used to just hit the power button on the remote and it would turn on the TV and the HD Receiver and come on within about 2 seconds with the picture on HDMI 2.  We have not changed anything with our installation, and now when hitting the power button, it turns on both the TV and Receiver, but a picture from Direct TV does not come on unless we power down the receiver and then re-power it?  What happened?

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Message 8 of 28
Contributor

Audio cuts in and out

My audio cuts in and out on some channels. Most notably HGTV.

Message 9 of 28
Contributor

genie 2

genie 2 picture skipping, freezing and pixels. When will these problems be fixed? I've had several techs out only no fixes. This product doesn't perform as promised.

Message 10 of 28
Administrator

Re: genie 2

Hi @biketeck! I understand you have issues regarding the genies that you had recently picked up. While I know that the expectation for new equipment is to improve quality of life and not hinder it, so I want to do what I can to help.


After reading through your previous messages, I can see that you have gone through the troubleshooting option we have. The good news is the next step just involves setting up and appointment with a technician. There are two ways of going about setting this up. You can sign into your direcTV account and select My Orders & Service Calls from the My Account menu. It'll show all the information and status and give you the option to add appointments to your calender. The second option will be to call and do so through there. The number for the direcTV department is 800-531-5000.

I hope this helps to take care of your issue and get everything straightened out. If you have any questions regarding any of these processes, let me know and I'll be able to help. You can reach me here: http://api.inq.com/s/c7I9 or if you have a more convenient time for me to reach you, I'll be available 10am - 7pm CST. Thanks so much for your time and for being a part of AT&T. Have a great day! -SamM Social Media Specialist


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*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.
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Message 11 of 28
Administrator

Re: genie 2

Hi @biketeck!

I understand where you are coming from completely. I assure you, all the steps we're taking are part of the process for getting this all figured out.

Have you had the opportunity to go over the methods I had listed? If it comes to the point  that all troubleshooting methods have been exhausted, a tech would be the best option to get you taken care of. I know that you have had techs out there already, but if we have them check the right things, we may be able to get you a solution. Setting an appointment up is easy as well. You can sign into your direcTV account and select My Orders & Service Calls from the My Account menu. It'll show all the information and give you the option to add appointments to your calender or you can call 800-531-5000.

Should you have any questions or trouble, you can reach me here: http://api.inq.com/s/c7P2 within the next 30 minutes. If you have a more convenient time, I'll be available 10am - 7pm CST. Thanks so much for your time and for being a part of AT&T. Have a great day! -SamM Social Media Specialist


Need help?
Ask a question to get help from the AT&T Community or support from AT&T specialists. If this reply helped you please use Accept solution to mark it as an Accepted Solution.
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 12 of 28
Tutor

Re: genie 2

I started watching T.V. this evening and the font had changed on the screen and the programming was different also.  I called DirectV to find out what was going on.  They told me they were doing upgrades to the system.  I told them that I liked the old way better.  So do a lot of people.  I asked them to un-highlight the stations I don't get, they said they couldn't do that.  I said you are technical support.  All I got was we don't do that.

Just Change the T.V. Back to the way it was Please!  It was much easier!  You know the saying "The Customer is Always Right"  That saying applies here. 

Message 13 of 28

Re: genie 2

We have a Genie mini Wi-Fi in our living room. It constantly loses the server connection (multiple times each hour) and we can never use the DVR, or onDemand content because the connection gets lost while trying to load programs. This has been a constant problem since our installation in December and we have had one tech come out to check it, but it hasn't been resolved. I am ready to discontinue my service because it isn't worth what I am paying. How can I get help?

Message 14 of 28
Tutor

Re: genie 2

Very curious as to when DirectTv is going to solve the software issues with the Genie 2 system. I have managed to greatly improve the system by simply putting a timer on the Genie 2 server that shuts power down every night for about an hour.  I suppose that forces a reset of the system but the base issues ( pixelation, sound failure, slowness and failure to connect persist. They are much better but still annoying.  Hard to understand how in this day and age a system with this many issues got released to the public in the first place.  Been a customer for many years with great service but this update was a mistake.

Message 15 of 28
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