Channel 104 - Error Code 721

Discussion in 'DIRECTV General Discussion' started by b4pjoe, Sep 1, 2019.

  1. BigRedFan

    BigRedFan Legend

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    Well, at least AT&T is consistent in how they screw this up. They added to your account one additional receiver you did not ask for. They added 9 to mine. So, hey, you're winning !

    All kidding aside, keep at it. The tech should know what to do, they call the "TEC Modifications" dept. everyday to activate new installations. He just needs to get your 4k "turned on" by them, the only ones who can do it.

    BTW can I suggest you slightly change the title of this thread to "Channel 104- Error Code 721" ? I think it might help others going through the same thing and can't tell from the thread's title.
     
  2. b4pjoe

    b4pjoe New Member

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    How do I change the thread title?
     
  3. b4pjoe

    b4pjoe New Member

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    The new C61K did not fix the 721 page on channel 104. But we knew it wouldn't.
     
  4. compnurd

    compnurd Hall Of Fame

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    You clearly have some hardware/cable issues with your other thread so I wouldn’t worry until you get those sorted out
     
  5. b4pjoe

    b4pjoe New Member

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    Yeah could be related but the channel 104 issue was happening before the cable/lnb/dish issue started. This one is definitely less priority than the other issue.
     
  6. b4pjoe

    b4pjoe New Member

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    Tech was out today and said he could do nothing about the 4K issue. Printed out the post by BigRedFan and he said he had never heard of that department.

    So 104 is a no go for me it appears.
     
  7. BigRedFan

    BigRedFan Legend

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    Did you get a sub-contractor ? DTV techs know TEC Modifications, they call there every day to complete installs.

    Loyalty/ Retention Dept. would be my recommendation if you can't get a DTV tech who is experienced with installs.
     
  8. b4pjoe

    b4pjoe New Member

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    He was in a truck with the deathstar logo and his shirt had one too. Calling and asking for retention was his recommendation too so I'll try that tomorrow.

    Edit: He also said they are very limited in what they can do on the new system. He said basically all they can do is send an activation signal. He tried that for the c61k but it didn't help. He also said he was only allotted an hour and 15 minutes for this call. And lastly...he said he is looking for a new job.
     
  9. P Smith

    P Smith Mr. FixAnything

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    unfortunately you got really unhelpful guy - "dead duck"; continue rotate your fortune wheel :)
     
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  10. b4pjoe

    b4pjoe New Member

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    Update: This issue has now become two issues. The first is that I lost channel 104 after they activated NFL ST on my account on Aug. 28. The second is that while trying to get channel 104 fixed they sent me a new receiver and instructed met to send the old receiver back. The issue is that there is no local UPS or FedEx store so they promised me a USPS label would be in the new box. It was not. At least 4 other times I was told they would send me a mailing kit to return the old receiver. They never did. The last guy said they cna only send mailing kits to people that have canceled service. Not to people with an active account. To be clear I would have sent it back to AT&T and paid for it myself if I could have gotten an address to send it back to but every CSR had no idea where to send it to. Their thing was always to say take it to a UPS store or FedEx store tan they will take care of it. Then it became just a matter of principle that I wasn't going to pay for shipping it back and I wasn't going to drive 60 miles to a UPS/FedEx store..

    On Wednesday Sept. 25 I filed a complaint over these two issues with the BBB because I was due to be hit with the non-return fee the 28th (tomorrow). On Thursday I got a call from the Office of the President of AT&T. He has promised me that I will receive the mailing label and will not be charged the non-return fee. He called back 10 minutes after the first call and asked me to check channel 104. It worked. So this guy fixed an issue in under 10 minutes that AT&T tech support could not fix in a month with numerous support/chat/onsite visit people couldn't fix. He said that the issue was that my account was activated for 4K OnDemand (channel 105-106-107-108 that never went out) but not for regular 4K (channel 104 that has been out for a month).

    So finally I think this issue is over assuming I actually do get the mailing label and not charged the non-return fee.
     
    Athlon646464 likes this.
  11. Mauiguy

    Mauiguy Cool Member

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    Your experience is all too familiar. My nephew had an HR44 go bad. (it would virtually lock up for vie minutes when changing channels) He asked for a truck roll to install a new one, but that was refused even though he pays for the protection plan. The new receiver arrived but when he hooked it up, he could not get it authorized. Then he tried to hook up the old receiver and that would not work either.

    THen At&T authorized a truck roll for a Friday. All day he stayed at home watching the tech be unable to make things work. To keep this post short, it took over three weeks to get the new receiver running. Evidently the clowns at AT&T did something during the authorization process that fouled up the system for him. A kind lady who actually had some knowledge, told him that she might be able to fix it, and that she would call back in twenty minutes. Sure enough she called back in that twenty minutes and they got the new Receiver to work. AT&T customer service is worthless.

    I wanted to upgrade to get 4K, but given that there is only one channel, I will not do so as I am sure they will screw something up.
     
    242424 likes this.
  12. b4pjoe

    b4pjoe New Member

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    Yes and when they can't fix something they will lie their asses off just to get away from you. You cannot believe a single word they say.
     
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  13. Rich

    Rich DBSTalk Club DBSTalk Club

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    I went thru a similar nightmare when trying to activate a 24. ATT screwed that up royally and it took at least 5 days to get someone out to my home that knew what he was doing. Turns out the installers have a special phone number and the installer called that number and had the 24 running in a couple minutes. Total ATT CSR screw up. See a pattern here?

    Rich
     
  14. BigRedFan

    BigRedFan Legend

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    Great to hear you finally got Ch. 104 back. The guy from the Office of the President obviously knew what codes to push on the back-end to open up Ch. 104 again. Very few people there know how to do this as I explained in my first post. At least you avoided dealing with the TEC Modification reps who hate fixing this and are not helpful if you're not a field tech.

    Also, remember that until this big bug is fixed by DTV you will lose Ch. 104 again if you make any programming or equipment changes. I've avoided adding Epix for this reason.
     
    Last edited: Sep 27, 2019
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  15. b4pjoe

    b4pjoe New Member

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    I think my next programming change will be leaving DTV. :D

    When I sent the guy an email this morning to let him know that it worked I politely asked him how in the world their support staff doesn't know how to fix this issue that he fixed in less than 10 minutes. I have not heard back from him. :neutral:
     
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  16. BigRedFan

    BigRedFan Legend

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    If he ever responds to your e-mail please post his response here. We'd love to hear what he says he did to get you Ch. 104 back again. There may be another way we don't know about yet.
     
  17. b4pjoe

    b4pjoe New Member

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    On the 2nd phone call he said "the issue was that my account was activated for 4K OnDemand (channel 105-106-107-108 that never went out) but not for regular 4K (channel 104 that has been out for a month) and that he activated it regular 4K."
     
  18. BigRedFan

    BigRedFan Legend

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    His response doesn't make sense. You had already been "activated for regular 4K" in the past--- you had been able to watch Ch. 104 before you added NFL ST. Only when you made that programming addition did you lose Ch. 104.

    Maybe he just doesn't want to go deeper into it because he would have to explain why the system loses Ch. 104 everytime someone makes a programming or equipment change--- if their account had been migrated to the new AT&T system.

    So the easiest thing to say is that your account was missing the "regular 4K activation". He figures most subs won't question it beyond that.
     
  19. James Long

    James Long Ready for Uplink! Staff Member Super Moderator

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    Consider this scenario: Channel authorizations is a string of codes. Each code in the string authorizes the customer for one or more channels. If a code is missing from the string the customer is not authorized for the channels requiring that code. Reauthorization clears the codes and rebuilds the list. When there is a programming or equipment change reauthorization occurs.

    Lets say that the code for channel 104 is "1234" and the code for the other channels is "1235". At some point the receiver gets the command "turn on 1234" and channel 104 becomes viewable. Most likely that command comes at the same time as a "turn on 1235" command for the OnDemand channels - but having separate codes would allow DIRECTV to authorize channel 104 without authorizing the other channels. Or in this case, authorizing the other channels while not authorizing channel 104.

    Following the scenario: When the reauthorization is sent for a programming or equipment change the list of codes is cleared (removing 1234 and 1235) and replaced by the newly built list based on the subscriber's subscriptions. If "1234" is missing from the list the channel will lose authorization. The repair would be either sending the code separately (without the "clear codes") or fixing the root problem so the list is built correctly.

    Very simplified - but follow the logic and it makes sense how a channel could be lost.
     
  20. b4pjoe

    b4pjoe New Member

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    Well that might explain how a channel can be lost but it doesn't explain how their entire support staff doesn't know how to fix it. I talked to support people both inside and outside of the US and none of them could fix it. And they all told the same lie. That it was escalated to the "engineers" and would get both email and phone updates from them.
     
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