Cannot Access Programming or Equipment

[reubenray]

I have been trying for several months to access my equipment or programming with no luck. I keep getting this message.

"Sorry, you cannot make changes to your programming and equipment online because your receivers are not mirrored. Please call customer service at 1-800-DIRECTV.

My receivers are mirrored so have no idea what is going on. I have talked to Directv several time, but they keep saying do not worry about it and can they help me. I want to see what is on my account whenever I want to.

Any idea what I can do?

[jdspencer]

It would seem you need to talk to a higher level CSR at DirecTV. I'd also send an email, but that may be futile.

[CJTE]

How long have you been seeing this issue?
Do you have an HR21?

[reubenray]

I have a HR20, a HR10-250, a H-10 and a Sony HD200.

This has been going on for about 2 months.

[CJTE]

Ok.
Call DirecTV.
Ask for the Access Card Distibution Team.
Tell them you're having an issue with your online access, and ask them to double check that all your receivers are mirrored.

If they say yes, everything is fine, send an email in regarding your problem.

[reubenray]

Ok.
Call DirecTV.
Ask for the Access Card Distibution Team.
Tell them you're having an issue with your online access, and ask them to double check that all your receivers are mirrored.

If they say yes, everything is fine, send an email in regarding your problem.


I will try this sometime this week.

At the end you said "If they say yes, everything is fine, send an email in regarding your problem."

Who do I send an e-mail to if everything is already mirrored?

[tfederov]

I believe he's talking about sending an email on the site itself about your inability to access your equipment online. If everything is mirrored properly, then it could be a web issue vs. an account issue.

[CJTE]

I believe he's talking about sending an email on the site itself about your inability to access your equipment online. If everything is mirrored properly, then it could be a web issue vs. an account issue.

Precisely.
Contact Us - DirecTV (http://www.directv.com/DTVAPP/global/contentPageIF.jsp?assetId=P4560006)

[reubenray]

Precisely.
Contact Us - DirecTV (http://www.directv.com/DTVAPP/global/contentPageIF.jsp?assetId=P4560006)

I have already gone that route several times. Each time I would get a response saying they are sorry and would look into the problem. But I never get another response, so I would send another one. It would go on and on and on with no definite answer. I probably sent about 6 e-mails over the past few months.

That was when I called them and again they apologized, but received no solution. At that time they said I was mirrored and do not worry about it. I was then told if I needed something just call them.

[lwilli201]

I have a HR20, a HR10-250, a H-10 and a Sony HD200.

This has been going on for about 2 months.


Did you change anything around the time this started to happen. Activate or deactivate a receiver?

[reubenray]

Did you change anything around the time this started to happen. Activate or deactivate a receiver?

Nope! I found out when I tried to access my programming to check if the NFL-ST was still on my programming to be renewed.

[Downset]

If the receivers weren't mirrored you'd be getting OSD ext. 721 instead of programming

[jodyguercio]

I have already gone that route several times. Each time I would get a response saying they are sorry and would look into the problem. But I never get another response, so I would send another one. It would go on and on and on with no definite answer. I probably sent about 6 e-mails over the past few months.

That was when I called them and again they apologized, but received no solution. At that time they said I was mirrored and do not worry about it. I was then told if I needed something just call them.

I would send an e mail to Ellen Filipiak. Shes the new VP of customer service. Her e mail address is: eafilipiak@directv.com. Explain the situation very rationally as you have done here and things will work out. Remember, everyone has a boss.

[reubenray]

Thanks - I just sent a copy of the latest e-mail from Directv and the explanation of what is going on to Ellen.

Hopefully she can get this resolved.

[jodyguercio]

Thanks - I just sent a copy of the latest e-mail from Directv and the explanation of what is going on to Ellen.

Hopefully she can get this resolved.

From what I have seen posted here she or someone in her office will get things fixed up for you.

[reubenray]

Apparently she gets things done. I just had a call from Directv and was given a direct line to call back if the problem is not solved by this time tomorrow night.

Thanks,

[reubenray]

Maybe I spoke to soon. Nothing has changed yet. Will call them when I get home this evening.

[reubenray]

I still talk to Directv once or twice at week concerning this problem. The number I call is answered as the Office of the President. They say the problem is identified as my account showing I have two primary receivers. Seems like it would be easy to fix, but apparently it is not.

[BattleZone]

You need to get to Technical Support. The TS rep needs to remove programming on all of your receivers, then set one of them to Primary (usually an HR2x), and re-add the programming back. (Note: don't try to do this right before DirecTV's account system goes into maintenance mode at 12pm Eastern.) That should resolve your account issues, and may well solve the website problems.

[CJTE]

I still talk to Directv once or twice at week concerning this problem. The number I call is answered as the Office of the President. They say the problem is identified as my account showing I have two primary receivers. Seems like it would be easy to fix, but apparently it is not.

Unfortunately with the latest modifications to DirecTVs internal systems, it is most definetly not as easy as it sounds (or should be).

[reubenray]

Directv got it corrected. I checked last night and was able to access everything again.