Sometimes my H25-500 box won't turn on.....

Teacher

Sometimes my H25-500 box won't turn on.....

As the title says, sometimes my H25-500 box won't turn on after it has set for the day.  I've always turned it and the TV off with the remote every morning when I leave for work.  When I get home in the afternoon and turn the box and TV on, the blue DirecTV image comes on, but nothing happens.  If I turn the box off and back on, it comes on and works fine.  I know it isn't the TV because it comes on and the on screen setting comes on as it always does telling me that the HDMI setting for the satellite is waiting for the signal.  Is this somehow normal or should I call customer service to see about a replacement.  Or should I leave the box on and just turn off the TV?   If it makes a difference, I've had DirecTV for a little over 4 months.  The installer said I should turn off the box when I turn the TV off. 

Message 1 of 10 (1,305 Views)
Professor

Re: Sometimes my H25-500 box won't turn on.....

That is not normal, there will be $20 shipping fee to replace a defective/no lights come on receiver or $50 for a tech to come out, both free if you have the protection plan.  

Message 2 of 10 (211 Views)
Teacher

Re: Sometimes my H25-500 box won't turn on.....

Hold the phone!!  They are going to charge me anywhere from $20 to $50 to replace/figure out what's wrong with a box that is only 4 months old?  As I understand it, I am LEASING this box, not buying it.  It belongs to them already.  Why should I pay a darn dime, even if I don't have a "protection plan".  Doesn't the stupid box have some sort of warranty?  :smileyangry:

On a side note, I just received an email from DirecTV today asking me to fill out a "how are we doing" survey of some sort.  I was all set to give them all thumbs up. Maybe I won't now. 

Message 3 of 10 (211 Views)
Professor

Re: Sometimes my H25-500 box won't turn on.....

90 day warranty and that is DTVs policy on replacements or repairs, contact DTV directly they may waive the fees.

Message 4 of 10 (211 Views)
Expert

Re: Sometimes my H25-500 box won't turn on.....

Have you tried fresh batteries in the remote?  You'd be surprised at the odd behavior that marginal batteries will exhibit.

Message 5 of 10 (211 Views)
Teacher

Re: Sometimes my H25-500 box won't turn on.....

As I said in the OP, the box turns on.  It sometimes just doesn't do anything unless I turn it off and back on.  I doubt that it would do that if the batteries in the remote were bad.

Message 6 of 10 (211 Views)
Teacher

Re: Sometimes my H25-500 box won't turn on.....

Also, another thing that periodically happens is when I press the GUIDE button, the guide comes up instantly, but once in awhile it remains empty for up to 30 seconds, then works normally.  I always just attributed this behavior to weather conditions, but now I'm not so sure.....

Message 7 of 10 (211 Views)
Employee

Re: Sometimes my H25-500 box won't turn on.....

The dish, wiring, splitters, etc becomes yours after they are installed by DirecTV and as such is your responsibility to maintain them.  DirecTV will replace defective receivers free of charge but you cover S&H without the protection plan.

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 8 of 10 (211 Views)
Teacher

Re: Sometimes my H25-500 box won't turn on.....

So, what's the proper procedure for getting a replacement box?  Just call support, describe what's going on and request a new one?  Or do they need to send someone out to check it, knowing full well that it will probably never act up when they are here?  

Message 9 of 10 (211 Views)
Employee

Re: Sometimes my H25-500 box won't turn on.....

depends.  When you call they will run through some troubleshooting steps.  If the CSRs determines that the box is defective, they will drop ship you a new one>  If you have the PP, shipping is free, if not you pay to have it delivered to you.  If the CSR thinks that there might be a problem other than the receiver, they will schedule a service visit.  there might be a charge of $49.00 or free if you have the PP

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 10 of 10 (211 Views)
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