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How do you get DirecTV to fix a problem

Discussion in 'DIRECTV HD DVR/Receiver Discussion' started by CTJon, Feb 22, 2009.

  1. CTJon

    CTJon Godfather

    Feb 5, 2007
    I have had over the last several months continual problems with blank recordings, picture so broken up you can't see or hear and searching for Sat (771) on both tuners and both my DVR's (HR20-700 and HR20-100). For instance at the moment I get 771's on TNT HD, ESPN HD, USA HD and maybe others - some stations I get fine. We use TNT a lot. Yesterday we went through 4 bad recordings on TNT.
    Sometimes it all works fine.
    So I call a couple of days ago - sunny out no wind etc. and they walk me through the whole bit - switch cables, reset etc. No good. Then, as always happens eventually, the signal comes back. So they won't do anything for me - they will put a note in my file and the next time I call they'll dispatch. So today the same problem. I call again, explain the whole thing again and go through the whole process again with no help. Now including the supervisor won't dispatch since their forecast for my area shows snow. Well I guess it is but you really have to look to find the flakes. I've had DirecTV for 10 years and I know when the weather has gotten too bad and service is disrupted. This isn't it. There is no snow or ice on the dish.
    So - call back when it happens when the weather is fine.
    I'm paying for protection plan and I can't get them do anything.

    So do I go through my state consumer protection department? I'm paying for a service that I'm not getting. How do I get them to come out or whatever they need to do - they have never asked me about signal strength or anything.

    I did check signal strength and my measurements are:

    Satellite transponders (32 total at 101º)
    1-8 95 91 92 99 92 97 94 96
    9-16 95 92 95 99 94 98 92 98
    17-24 94 100 92 97 94 98 94 97
    25-32 95 99 95 89 97 99 95 99

    Satellite transponders (3 total at 110º)
    1-8 NA NA NA NA NA NA NA 95
    9-16 NA 95 NA 96 NA NA NA NA

    Satellite transponders (11 total at 119º)
    17-24 NA NA NA NA NA 94 99 91
    25-32 96 89 95 88 98 91 97 95

    Satellite transponders (14 total at 99º(c or a))
    1-8 0 0 0 0 0 84 0 0
    9-16 0 0 0 0 0 0 NA NA

    Satellite transponders (6 total at 99º(s or b))
    1-8 0 0 0 0 0 0 NA NA
    9-16 NA NA NA NA NA NA 0 97
    17-24 91 0 0 98 66 67 81 85

    Satellite transponders (16 total at 103º(s or b))
    1-8 99 0 0 0 97 0 NA NA
    9-16 NA NA NA NA NA NA 79 69
    17-24 0 95 72 87 49 0 71 99

    Satellite transponders (16 total at 103º(c or a))
    1-8 92 91 86 83 85 89 85 85
    9-16 88 85 85 86 90 86 NA NA
    17-24 N/A NA NA NA NA N/A NA NA

    Some don't look right to me? What can I do to make them pay attention and do something.

  2. crrscott

    crrscott AllStar

    Oct 10, 2005
    Call them and say that your receivers will not turn on...No power to them. When they walk you through the diagnostics of powering and resetting, tell them nothing is happening. No troubleshooting you can do...They will then send someone out. I just hope he has a brain to figure it out. Signals seem fine. Unsure about your area and signal strengths. I have seen quite a few bad LNB's and imagine that is what your problem is.
  3. Clemsole

    Clemsole Godfather

    Sep 8, 2005
    Call again and "nicely" explain the problem and that if they can't send someone out you will cancel the service with them and go with, who ever you can think of, dish or some cable co. See what they will do then.
  4. eakes

    eakes Godfather

    Sep 21, 2007
    The problem is likely a defective LNB assembly, although it could be a bad cable. If this were my system I would purchase and install a new LNB assembly and visually check the cable ends as I installed the new LNB. However, you are not me, therefore you need to stretch the truth slightly to get them to move. The next time you have a sniff of a problem, call up and say you have no signal on any receiver. They will take you through a number of troubleshooting steps. At each point, report no change, still no signal. This should get a technician on the way. When the technician finally arrives, tell him the problem is intermittent, sometimes works, sometimes doesn't, but when the problem is 'present' it occurs on all tuners on all receivers. If he is any good he will fix the problem.
  5. runner26

    runner26 Legend

    Apr 8, 2007
    How do you get Directv to fix a problem? With GREAT difficulty!!!!! D* is so frustrating to deal with that most people just give up and fix it themselves or live with the problem.
  6. RobertE

    RobertE New Member

    Jun 9, 2006
    There is your problem.

    Either the LNB isn't working right for the 99 or you have a switch that has failed.
  7. rickaren

    rickaren AllStar

    Jan 22, 2003
    I had the same issue and was sure it was bad LNBs so I hooked my DVR HR-22 to the internet (WGA600N) and ran an "On-Line" check. Everything was reported as "O.K". WRONG. Called for service again and when Tech came out he removed one of the B-Band Converter and the signals on that turner doubled when it was bypassed. He said (as I had suggested) there has been a lot of LNB failures. He replaced my present 5 LNB with the newer Slimline 3 as I asked and the issue of many months has been resolved. I am on the protection plan too but I did receive the new DR22-100 DVR on the first service call (that made absolutely no difference to issues just like yours). At least my DVR was upgraded free and now have that issue resolved, also free as part of the plan.

    Give this a try and Good Luck!

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