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Need legal advice regarding DTV and HR21-700 freezing all the time

Discussion in 'DIRECTV HD DVR/Receiver Discussion' started by buggs1a, Feb 13, 2008.

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  1. buggs1a

    buggs1a Legend

    Oct 27, 2007
    When in the heck are they going to fix the ****ing freezing problems? I'm fed up and want them to fix the damn problems with the HR21-700 freezing constantly. No buttons work on DVR or remote yet picture and sound work. I'm sick of this.

    I had the CE build from Feb 1 and no problems, why then was I downgraded!

    DTV will not refund me any $. They don't seem to want to do anything to help.

    I really need to know what I can do. My parents won't cancel the service. So what in the world can we do?
  2. rsblaski

    rsblaski Icon

    Jul 6, 2003
    Southern Nevada
    You can start here:


    Then read this:


    Take special notice of "You should ONLY download a CE version if you know what you are doing and are 100% willing to take the risk."
  3. Ken S

    Ken S RIP

    Feb 12, 2007
    What type of legal opinion do you want?

    You can sue, but expect to pay a lawyer more than you would ever win. This should be an absolute last resort.

    You can send a complaint to your state's office of consumer affairs and/or attorney general.

    In either case you really will have had to fully exhaust all of your options with DirecTV first

    I would start by keeping a log of all communications on the issue.

    Call DirecTV's customer service department and explain the issue.
    If that doesn't get you an acceptable solution, then...
    Send a letter to DirecTV stating the problems and include a log of all communications and efforts made to date to correct the issues.
    Make sure you keep a copy of the letter for yourself and send it via a form of signature upon receipt delivery.

    Remain polite and proof read your communications for grammar, spelling and content before sending.
  4. Sirshagg

    Sirshagg Hall Of Fame

    Dec 29, 2006
    Not a legal solutuion and perhaps not something you want ot consider but perhaps it's running too hot. You can try something like the Targus Chill Pad generally available for ~$20. They have definiely helped mine.

    Not saying you should need to spend another $20 to get thir DVR to work, but it might just do the trick if you are open to trying.
  5. Canis Lupus

    Canis Lupus You make it, We break it

    Oct 16, 2006
    Just curious how you were downgraded?

    Also - do you have the Protection Plan?

    If you post more specifically, maybe we can help you.

  6. 1948GG

    1948GG Icon

    Aug 4, 2007
    You know (I'll get this out of the way first), I just LOVE folks who on a forum/board seem to find it a 'need' not to put what city/DMA they are in. That would tell folks what kind of signal level you 'should' have, and with any kind of reports you say on which channels exhibit the problems, put it in the 'matrix' of possibilities. Nobody can tell where you actually are, so...

    Now that that's out of the way, all of these types of problems never seem to zero in on the biggest potential problem, i.e., the dish/coaxial plant they're connected to.

    First, any other HD machines also attached, are they having any problems, and what model numbers are they? If SD, same question. Which channels, spot-beam locals or nationals?

    Of the handful of receivers that have been reported as 'bad' to the companies I do consulting to (single-family systems, non-MDU), virtually every one of them worked just peachy, when put on my 'test' bench (my dish and extra cables/multiswitch).

    One thing you can try, if it appears to be happening on every channel, is trying it on a different set of cables (swap out to another location), particularly if that location has no problems. If that location is SD only, take a look at how it reacts there; if it still has the same problems (both SD and HD), then if the original SD set at that location had no problems, then re-do a dish setup, and select 101sat only. Write out a matrix of how you test things out, and again, maybe try it at a location that has an HD (best is another DVR of equal or another model type), and go from there.

    It can, and will, get complex. But it will help you come either to the conclusion that there's something wrong with the original install, or the box itself; then again, the HR21-700 is still fairly new, and my experience with it is nill, as the customers here won't deal with a system that doesn't do OTA.

    But anyway, explain the full system (Dish, mutliswitch if any, and other receivers on the base system, and all the cable runs), and give folks a bit more to work with.

    Satellite (DirecTV or otherwise) requires, still, a bit more customer 'participation' in the process than, say, cable. That's why your bill is about half. Normally, folks might say, get the tech out there, but most (or better) of what they'll do, you can do yourself, hopefully.

    This is a long response, but basic troubleshooting methodology is a 'lost art', in America these days, where nobody in their right mind tries repairing much beyond changing out a light bulb. I rebuilt a couple cars when I was a kid, I wouldn't touch what's in the garage now with a 10-ft. pole. But with simple stuff as DBS satellite, there's a few things you can try to narrow things down.
  7. Canis Lupus

    Canis Lupus You make it, We break it

    Oct 16, 2006
    What he said. :lol:
  8. killy

    killy New Member

    Feb 12, 2008
    What you need to do is cancel, literally cancel until they transfer you to the retention department. These are the only people that will actually get you some of your money back. Then once they make their offer, you can tell them you want to continue your service, based on their offering.
  9. patsrule316

    patsrule316 Legend

    Sep 28, 2006
    Mine does something very similar. I just got it 2 1/2 weeks ago. Whenever I turn on the unit, everything works fine. I can hit one button (usually list or something) and it works, but then after that one button press, everything freezes, but the video and audio still play. Fortunately (if you want to call it that), control usually comes back in about a minute and then everything works fine.

    I am really hopeful that the national release (which hasn't hit us on the east coast yet) will fix this.

    One thing I may try is to turn off the blue ring and then keep the Hr21 on and not turn it off. The problem only seems to happen right after I turn on the unit. That just occurred to me to try as I was typing this.
  10. fusion04

    fusion04 AllStar

    Dec 10, 2007
    My HR21-700 started acting a little strangely last night so I decided to reboot it. When I did, I tried the "0 2 4 6 8" trick "just in case" the new s/w was available to me (in NC). The new version was downloaded and installed. You might want to give that a try, if yours has not already picked it up on its own.
  11. Stuart Sweet

    Stuart Sweet The Shadow Knows!

    Jun 18, 2006
    Please explain what you mean by downgraded. Obviously you're having some problems but are you saying that you are currently running software that has a lower version number than the CE you downloaded on February 1 (version 0x1EF I think?)
  12. joed32

    joed32 Hall Of Fame

    Jul 27, 2006
    So this is your parent's account and they don't have a problem with it?
  13. tcusta00

    tcusta00 Active Member

    Dec 31, 2007
    Just noticed that myself...

    Maybe they should be calling since you're not the account holder.
  14. jheda

    jheda DBSTalk Club Member

    Sep 19, 2006
    I put a laptop cooler under my hr21-700 after the first week and have not had a single issue.... try it..i got it at BB....
  15. pprather

    pprather Legend

    Nov 11, 2006
    As said earlier, the more information to start the better we can help you. How are outputs on your box connected? Component/HDMI/HDMI to DVI/ Are you connected directly to a TV or to a receiver? How are the coax cables connected from the dish, etc. etc.
  16. sigma1914

    sigma1914 Well-Known Member DBSTalk Club

    Sep 5, 2006
    Allen, TX
  17. buggs1a

    buggs1a Legend

    Oct 27, 2007
    Feb 1 CE build, NO freezes ever. Freezes on all other firmware.

    Cables can't make your buttons stop working nor can anything else in my opiniion. However the key is No freezes using Feb 1 CE software.
  18. sigma1914

    sigma1914 Well-Known Member DBSTalk Club

    Sep 5, 2006
    Allen, TX
    Then try a replacement.
  19. houskamp

    houskamp Active Member

    Sep 14, 2006
    How many times has it locked up??
  20. m4p

    m4p Legend

    Apr 12, 2007
    I know this probably isn't your problem, but have you tried plugging it into a different outlet? Also, I would still suggest trying different cables as well. Could be something really simple.

    Are you on a CE release now? You still haven't answered a lot of questions people have asked you. It's hard to help someone who gives very little information.
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