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- edited 10-09-2019 12:06 PM by ATTCustomerCare
Quickly resolve service issues listed below. For detailed steps, scroll down.
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.
Verify all connections (wall to the 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.
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.
In rare instances, the channel or input on the TV may change. 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.
We may need to get someone out to check your dish, especially if there was a strong storm. You can use our Fix It Tool to perform more in-depth troubleshooting and schedule a tech appointment. Dish Alignment could be a factor, so feel free to check it as well.
-ChrisZ, AT&T Community Specialist
08-20-2016 10:33 AM
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?
- edited 11-13-2016 6:46 PM by Taylarie
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.]
05-19-2017 7:46 AM
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.
05-19-2017 8:24 AM
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.
05-19-2017 8:24 AM
What model DVR/Receiver do you have?
Have you tried resetting using the red button, usually behind the front panel access card door?
08-07-2017 11:50 AM
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?
01-07-2018 6:55 PM
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?
01-08-2018 7:37 AM
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.
01-09-2018 10:01 AM
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
01-11-2018 9:19 AM
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
05-10-2018 11:49 PM
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.
05-29-2018 6:29 PM
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?
06-20-2018 12:04 PM
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.
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