DirecTV HD Equipment Failures

"The Song is Still the Same"

2010-06-10T09:22:00.002-04:00

It's been over two years since I last had to post here. I've often considered removing the blog, but a little voice in my head kept telling me to hold off, to wait, as things could not be that smooth for that long a time.

The little voice was right!

Today is Thursday, June 10, 2010, two days after DirecTV's major, million-subscriber-wide HD-DVR debacle. Although DirecTV's recent spate of commercials in the U.S., using the old game show, "To Tell the Truth," pits them against "cable" and "DishTV," they have not tried to denigrate the technology or services of the major fiber-optic services, such as, Verizon Fi Os and AT&T's U-Verse.

However, not denigrating them in commercials is not the same as not competing with them. And on this past Monday, DirecTV made its big attempt to compete against one of these competitors' major draws, record any show on one HD DVR and view it from any other room in the house (as long as that room has another HD DVR.) DirecTV calls it the "Whole-Home DVR Service" and charge an extra $3.00 per month for it.

They ran a beta test for it about a couple of months ago. I couldn't use it, as we only have one HD TV and one HD DVR. Be that as it may overnight on Monday into Tuesday, the company performed a system-wide download of new software to every HD DVR connected to the system legitimately. The update also included the software to allow a viewer to watch (with the appropriate equipment) the new 3-D television. Now that's not the first time they did it, nor, I'm sure, will it be the last. But this one contained a bug that they didn't foresee.

For with this major download and update, almost every single HD-DVR in the country was locked up! Many you could not even turn on. Others you couldn't turn off. Others, like ours, if you could turn it on, you were unable to make any changes. It was locked to the last channel used before the update. None of the buttons on the remote control would work; none of the buttons on the front panel would work. A hard reset (unplugging the device for at least 3 minutes) did not work. Using the web site's electronic "refresh" (sends a signal to reset your receiver) did not work. Nothing worked, including DirecTV's telephone system.

I tried calling over 24 times in a two-hour period. Not only could I not get through, but the only signal I could receive was a "circuit busy" tone, instead of a normal busy signal. There were thousands of calls from angry subscribers flooding the lines.I finally had to give up.

Exasperated, I went to the web site and wrote up a tech support request. Who knew how long this would last. Heaven forbid that the company issues an advisory on Monday that there would be an important overnight update to the systems. "But nooooooo!" They had to just spring it and see what the collateral damage would be.

I received a reply to my email on Thursday morning:

I am sorry for your experience calling us yesterday. You have called during a period of unusually high call volume. Let me clarify what happened yesterday morning with some of our HD and DVR receivers.

Let me begin by assuring you that service experiences like the one you had are rare and we certainly do not take them lightly.

We are aware of the service outage you experienced which caused some of our HD and DVR receivers to experience system lock up. I know that your time is valuable and I understand how important it is for you to get your system fixed immediately. I have also forwarded your email to our management so we can keep problems like this from happening again.

We worked quickly to resolve the issue and completed a forced RESET to your receivers. This cleared the guide data and restored normal functions and services.

You may once again receive a RESET today. This will affect customers with HR20 and HR21/22/23 and R22 model receivers. Please be advise not to interrupt the RESET process.

If it happens again and you have not received the forced RESET from DIRECTV, there are two ways to reset your receiver; you can pick the option below that fits your situation.

Option 1:

On some DIRECTV receivers there is a reset button inside of the access card door. If your receiver has a reset button, you can simply press it to reset your receiver.

If there is not a button inside the access card door or pressing the button does not correct the problem, try these steps to reset your receiver:

Option 2:

1. Leave the receiver box on.
2. Unplug the receiver from the electrical outlet. (If your receiver's light is still on, you have pulled the wrong plug.) 3. Leave receiver unplugged for 15 seconds.
4. Reconnect it to the electrical outlet and return to normal viewing.

After resetting your receiver, please wait for wait for video , and if video appears, issue resolved. Otherwise, if you receive a gray screen for more than 3 minutes, complete another reset.

If problem persists, since you have the DIRECTV PROTECTION PLAN, the best way for you to get help as soon as possible is to call 1-888-667-7463 and choose the option to speak to a technical assistant. Our Technical Support agents are trained to walk you through a number of troubleshooting steps which are too difficult to try to talk through over email.

You may also find some helpful information at the DIRECTV Technical Help forums on our web site. Just visit http://forums.directv.com/pe/index.jsp to find answers to your questions.

We apologized for the inconvenience this may have caused you.

Thanks again for writing. We appreciate your patience and understanding.

Sincerely,

Lourdes G. - 100291688
DIRECTV Customer Service

This email was so full of it, I had to put boots on to avoid stepping in it! Once again, DirecTV proves that as the undisputed "king" of satellite television, it does what it wants to, when it wants to, and how it wants to, basically, without any oversight.

Maybe it will take a national, "take-no-prisoners" petition campaign to let them know that it's not just the number of customers they have, rather how they treat those customers.

Till next time...

Verified Again...

2008-09-04T16:54:00.000-04:00

Well, my "love letters" back and forth with DirecTV continue and I haven't let up with my demand that they go public with this issue. As a matter of fact, I sent a news tip to CNet.Com's news desk to let them know and I'll be doing the same with every blog and web site that deals with satellite TV that I can find.

In the response I received today, there was a "couched" admission of the problem, but they tried to "bribe" their way out of it, as follows:

"
Dear Mr. Greene,
Thank you for taking the time to let us know how you feel about your HD DVR's software issues.
I see that you have been a loyal DIRECTV customer for 8 years. I would like to personally assure you that your feedback about equipment issues is very important to us.
Technical problems are rare, but when they do happen our number one priority is to restore your service. Once the problem is resolved we can give you billing correction for the charges you have incurred despite not receiving the service.
After reading your email and reviewing your account I see that you are eligible for some complimentary programming. Because we appreciate you being a DIRECTV customer I've added three months of free SHOWTIME UNLIMITED to your account. We hope you enjoy your free programming.
As mentioned in the previous email, DIRECTV is working on a permanent fix. I understand this has been a frustrating experience for you. We respect your time and I appreciate that you've given me the opportunity to personally address your concerns.
In addition, I've forwarded your email to DIRECTV's Management Team, who review every suggestion, inquiry and complaint for trends from our most important customers to determine what changes should be considered.
We're glad you're one of our loyal customers. It's feedback like yours that helps us remain America's #1 Satellite provider.
We thank you for your continued support!
Sincerely,
Aubrey S.
Employee ID 100126090
DIRECTV Customer Service"

I immediately wrote back, thanked them for the offer, but advised them what they could do with the offer. I told them that there was no sense in increasing the number of HD channels I can receive, if I cannot watch what I want, when I want. Last night, for instance, there were a total of four programs within two hours of each other, one of which was a two-hour premier. So, I got to see half of that one and one more show, but lost the other two.

And when you think about the timing of this problem, as we're entering a new television season, this is really going to suck. New shows, hopefully better shows, will be debuting, but we'll only be able to see one or another, here and there.

I've just received a response to what I just wrote above:
"
Dear Mr. Greene,
Thanks for writing us back. I just wanted to let you know that we received your email and I have forwarded it for special handling. A specialist will respond as soon as an agent is available (likely within 24 hours). For immediate assistance, please call us at 1-800-531-5000.
Sincerely..."

I received a similar email the other day and have yet to hear from them. I guess those agents are extremely busy.

Till next time...

Sept. 3rd - Latest Update

2008-09-03T15:11:00.000-04:00

I contacted DirecTV again yesterday, with very specific information regarding the problem, the explanation provided to me from the first tech support agent, etc. The first response I received was the same old bulls**t email response, which was so "sweet" I had honey dripping down my screen!

I wrote back and politely, but strongly requested that my letter be elevated to an engineering agent. I just received the following reply via email:

"Subject
---------------------------------------------------------------
RE: ONGOING KNOWN PROBLEM WITH HR-21 DVR [Reference #: 080902-004050]

Discussion Thread
---------------------------------------------------------------
Response (John B ID U6003) - 09/03/2008 08:32 AM
Dear Mr. Greene,
Thank you for writing back. I'm sorry you're having problems with your HD DVR recording programming. DIRECTV is working on a permanent fix, but at this time we cannot provide you with an estimated time of resolution. We will fix this as quickly as we are able to. In the mean time, please ensure that you have the latest software available which is Version x255. To do this, simply hold on to the "info" button for a few seconds, and it will bring up your system information.
If you have any further questions, please call 1-888-667-7463 and choose the option to speak to a technical assistant. You may also find some helpful information at the DIRECTV Technical Help forums on our web site. Just visit http://forums.directv.com/pe/index.jsp to find answers to your questions.
Thank you for your patience and understanding.

Sincerely,
John B. U6003
DIRECTV Customer Service"

So once again, we see that DirecTV acknowledges that they have a major problem, but do not know how to fix it nor when it will be resolved. And I drop over a "c-note" every month to have the privilege of putting up with this crap.

So know that you are not alone and they do not know how to fix this!

SteveG

Still No News! What Are We Paying For?!!

2008-09-02T15:45:00.000-04:00

There is still no word from DirecTV on this problem that thousands of us who own/lease the HR-21 HD DVR. As a matter of fact, DirecTV does not even acknowledge the problem, unless you call Tech Support and file a complaint. To me, the more complaints they have, the sooner they will publicly admit the problem and do something about it. So it is imperative for all of you to call them at 1-800-DIRECTV and work your way through the phone tree until you get to speak with a LIVE agent!!
I am giving them another week and then I'm going public with the issue. I don't care how many HD channels they have, with this programming defect in the software, our DVR's are nothing more than HD tuners! And I'm paying a lot more for my HR-21's than I'd pay for a simple tuner!
So please, voice up and let them know of the problem.

Till next time....

The Failures of DirecTV & Its Equipment

2008-08-25T12:15:00.000-04:00

I really thought that I was the only one. I figured it had to to with the cables running the "home-run" from my dish on the far side of my home to the receiver, which is located clear across the house, in the master bedroom.

I have been a subscriber of DirecTV since 1995, except for a short period when I tried our local (sic. not national) cable services for several months. Before the HD revolution became affordable in the last year or so, I had had to switch out five, ream 'em five, DVR's with DirecTV, each time, losing numerous programs which we had recorded. Each time, a replacement unit that had supposedly been refurbished by a company outside Los Angeles, arrived and I sent mine back. Without question, within three to five months, that DVR would fail, with identical symptoms as its predecessor and the process would start again. My free space would average 68%-78%, so I wasn't overloading the hard-drive.

When the HD revolution became more affordable in the last year and half, or so, we purchased a 42" HD television and upgraded our DirecTV service to the full HD programming. A technician came out to add their completely new, "slim dish" HDTV antenna. However, even though we were able to receive a picture, it was only "fair." The technician quickly called another tech who came over the next day. His first words were, "Huh, I wonder why they gave you an HR-21." When I asked him why, he explained that there had been several issues with it and he had not heard they they had been cleared up. Anyway, he re-tuned the antenna and we had a great signal and viewing, until just over two weeks ago.

The first problem I noticed was right after they downloaded the latest update to the software, the one in which the viewer now has a choice either to display or hide the channels with duality, i.e. they have both a standard definition and a high definition channel and you choose whether to display both in the channel guide or just the one with the HD content.

I would use the remote to change channels among HD programming and suddenly, I was faced with a gray screen and the dreaded "771 Searching for a satellite" message. Well, I figured that the channel was having a linkage or broadcast problem and would flip back to the original show. When I flipped back to the original, it too now had a gray screen and the 771 message.

Now a "domino" effect begins. More and more of my HD networks disappear into the "GSD," (Gray Screen of Death). First, I tried the "reset" button. A soft reset, though somewhat time-consuming, does not cost you any information, especially any recordings or the 11-maybe-12 days of the Channel Guide. "What?" you may ask, "I thought that guide was supposed to display 'up to' two weeks of programming data!" Wrong! As I said, I've been a subscriber for almost thirteen years and I have never, ever had two weeks of data. On a good day, I've had almost twelve, but never more than that.

Anyway, the soft reset did nothing. So had no choice but to perform a hard reset, which totally reboots the computer, oops, I mean DVR and at the very least, you've lost your programming guide, which will take 3-4 days to totally (see above) refill itself with data. When that was done, I also performed a setup of the complete system. Except for channel 101 and several non-HD channels, no luck yet.

This time, I called tech support. Within about ten minutes, I was connected to very polite and understanding tech. I explained the problem and the solutions I had tried. She asked me to hold, while she checked some data. When she came back, she asked me to perform a "soft" reset again. I did and this time, the problem was solved. My HD stations were back. I asked what the story was and she said that the HD tuner (in my case, Tuner #1) was stuck in a loop. I asked her why my resets didn't work, but she didn't have an answer. Well, at least I was back to viewing.

Then, just over two weeks ago, a new symptom arose. To avoid using both tuners to record at the same time between 10:00 PM - 1:00 AM (so my wife can watch a network she prefers), I will often record one show at its regular time and the second show, which had been scheduled at the same time, at its PDT (Pacific Daily Time). So I set the timer to record Mythbusters at 1:00 AM the following morning. The next day, when I finished work, I came in to watch the show. I selected "List" found Mythbusters at the top of the list and selected "Play." Suddenly I was faced with the GSD and in the bottom right, the choice box, to save or delete the recording. Save or delete what? Nothing was there! I tried to select it and play it again. The display screen listed the name of the show and the episode's contents. It also displayed what time it had been recorded and the length of the recording. So again I pressed "play" and again appeared the GSD and the choice button. I deleted it this time and chalked it up to the HR-20 trying to dial out and download software, which I was trying to record.

Wrong assumption! Very Wrong! As time has gone by the last few weeks, I have found this occurring every single night I try to record, as well as sometimes during the daylight hours. Show after show that I recorded presented nothing but the gray screen. Then, late last week, I found that if I tried to record a particular HD channel and then flipped away and tried to come back to that recording channel, I was again presented with the GSD. I could not watch what I was recording. To add insult to injury, the domino effect soon returned. Once one HD channel was gone, more and more fell victim.

I wrote about this last week on the Tech Forums, but the person who responded only replied to a minor program I had listed like an, "oh by the way." I waited another couple of days, but that was the only response. Finally yesterday, Sunday August 24th, I "cracked" and called tech support again.

I spoke to a very nice woman, Carol, who explained to me that I was not alone. This is a well-known problem that the DirecTV engineering department it aware of and is working on. There is no estimated time of a cure. Carol said she was charged with getting as many details from me as possible, including date, time, program name, length of recording, etc. and report that immediately to her supervisor who was to send it immediately to the engineering department.

I asked Carol if she herself, had heard from other callers, and her reaction was an overwhelming yes. She has taken many, many calls describing the exact same symptoms and all with HR-21 receivers-DVR's.

When DirecTV decided to leave TiVo in the dust and make their own DVR's, there was 2 huge problems when their first batch of HD-DVR's came out. First was a major engineering flaw (or so I was told by the best tech I've ever had at my home) and of course, the second was the demand. DirecTV had not foreseen the number of households that would want HD-DVR's. Between these two problems, waiting times was as long as 5 months. And now, this is what we get.

This blog is my sounding board. And I hope to see that Carol's explanation is true. If you are a DirecTV HD subscriber and you have an HR-21 receiver-DVR, and are having problems with it, whether similar to mine or others, please post your description here. The more, the better.

And remember, if and when DirecTV fixes this problem, we are entitled to a "lack of service" refund on our bills. And I know I certainly pay enough every month to be entitled to a refund, since effectively, I am unable to record any shows at all.

Till next time....