03-16-2017 6:46 PM
Anybody else having this problem? The picture freezes or pixelates for a few seconds on certain channels. I never had this problem until they changed my boxes to the small ones. The old larger boxes were fine. This problem does not happen on the main TV which is connected to the Genie. That's why I think it has something to do the small boxes. DIRECTV customer service said they are getting a lot of calls about this but are they doing anything to solve this?
03-19-2017 6:26 AM
Sorry to read of the trouble you are having with your TV service. Have you checked to see if the lines are securely plugged in? What troubleshooting have you performed? Let us know. We can help.
03-20-2017 4:30 PM
According to one of your customer service representatives who I spoke to recently, Direct TV is getting many complaints about this same issue. She told me it might be a software issue and they are aware of it and they are working on a solution. However, this is close to 4 months now with this problem and no timetable for a resolution. Are you aware of this software problem?
03-21-2017 5:30 AM
As of now, we are not aware of an issue. Can you let us know what troubleshooting you have performed? Also, what model boxes are you having trouble with?
03-21-2017 8:59 AM
03-21-2017 10:45 AM
Thanks for providing us the receiver information. An item you can check that may help: Go to “TV Resolutions” menu in the Settings and make sure the 4K box is checked. This thread post also offers some helpful information for the genie mini’s with settings and cabling.
If this does not help, please send us a direct message here. Be sure to include your name, account number, contact information and description of issue.
03-26-2017 7:06 AM
We can look into this. Send us a message by clicking here. Include your full name, address, contact #, and a brief description of the issue. Our teams may email you using the email address associated with your forum ID so keep an eye out.
05-24-2017 8:29 AM
@Keaknox, best to start your own new thread. Please provide more details about your equipment (model numbers), exact problem symptoms, and troubleshooting you've tried so far.
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