- edited 01-31-2018 10:02 AM by ATTCustomerCare
Quickly 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:
How to reset the receiver
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.
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 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
06-24-2018 12:33 PM
Trying to watch FIFA on Channel 106. About 75 times it has frozen today so far. Feed fails, no signal, then screen tearing. I'm close to done with this joke of 4K viewing.
06-28-2018 3:06 PM
07-01-2018 3:30 PM
Tired of resetting the receiver most of the time THAT doesn't even work. tomorrow I am calling to cancel the Direct TV. Very disappointing
07-01-2018 4:05 PM
You know what?! One a day is still not acceptable
Once a week maybe.
We will keep the internet
07-17-2018 7:17 PM
Could someone tell me why HBO/DirecTV streaming has become very intermittent after ATT took over? I keep trying to stream a show that has already started and most of the time I get an error and it reverts to regular sat TV programming. When I do a diagnostic ATT ALWAYS BLAMES ME for having an internet connection issue or a connection issue or something like that. So I go do a speed test and everytime I get 25 MB/sec or higher. The connection is ethernet hard wired. So it has to be a slow ATT server!!!! IMHO. Come ON ATT your servers are SLOW. Certainly compared to NETFLIX. If you want to keep spending $$$$$ on M&A instead of service to your remaining customers, go ahead.
09-06-2018 6:34 PM
I have had constant problems since this upgrade. Now I have nothing and heard the fix won't happen until January 2019. I'm looking for another carrier and forgetting about trying to fix mine. It's been a huge waste of time and money.
09-06-2018 6:48 PM
The quickest fix of all, stop dealing with all the lies, reboots, calls, lack of service and switch to Dish or Cable. AT&T just ruined this company and raised prices. I am canceling this and telephone service through AT&T, they don't care about anything but bringing in more $$.
- edited 09-07-2018 6:19 AM by Taylarie
I very seriously agree, their service is very poor and rarely solves
problems. The Genie 2 finally got a software update on the 29th of Aug
but all it has done is change a few features. Still have the pixelating,
locking up, sound garbling ect. I put the genie on a timer that shuts it
down every night around 3 for an hour which seems to help a bit but the
issues are still there and very irritating.\
Jerry [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.]
09-17-2018 6:18 PM
09-17-2018 6:50 PM
09-23-2018 3:36 PM
Just want to say a couple of facts that can help ATT to resolve the problem with GENIE HS17-100.
1. I have 5 wireless minis
2. I have 2 uhd 4k TVs
3 One 4k tv is wired to HS-17
4. 3 tv sets are using their own speakers / sound.
They ALL have the same issue described in this forum.
I have tried ALL troubleshooting solutions proposed by ATT forum helpers - no way.
I have called twice DirecTv customer support. Honestly it was worthless - they do not know
or they hiding any knowledge about it.
I am almost 100% sure that is the software or hardware issue of this HS17 GENIE. The problem
exists an all wireless minis and ALL tv sets with or without other AV equipment.
BTW, I am dealing with this issued since August 2017 when DIRECTV technician installed the system
including the latest available satellite dish.
One more thing - I am paying $270 monthly bill for DIRECTV service.!
10-01-2018 11:47 AM
What a "gold mine" of information for ATT. People pay to do the de-bugging of their equipment and then take the time to document it here. Where else could ATT get this kind of service?
12-14-2018 9:38 AM
Lordy i am tired. Trying to get my remote back where it will order movie. Been a customer since early 90s. For 6 or 7 months dvr says it is connect to wifi but it is NOT. SET up wifi you say. It worked for 9 years then bam no work. 250$ a month & i got to call to get a movie. I would appreciate getting this fixed. Please.
01-27-2019 5:49 PM
i'm in full agreement and it appears the quality of service will suffer under new management. regretfully I think AT&T may have overpayed for a money trap with dwindling business model in Directv…. and I too am a long standing customer now being disappointed too!
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