DirecTV Customers experiencing problems today with their remote controls - DTV USA Forum
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  • DirecTV Customers are experiencing problems today with their remote controls

    A number of DirecTV customers are reportedly having problems this morning with their set top boxes and DVRs. Users are reporting that their televisions are displaying programming from DirecTV, but that their set top box or remote control is unable to change the channel.

    DirecTV's forums have been going offline this morning as well, possibly due to increased traffic from customers seeking technical advice.

    Customers of DirecTV looking to contact technical support should vist: http://www.directv.com/DTVAPP/content/contact_us

    DirecTV technical support forums are located at: http://forums.directv.com/pe/index.jsp

    We will continue to update this story as more news becomes available.

    Update 9:01AM MST: Google Trends shows that the search term "direct tv customer service" is the #1 search term this morning.

    Update 10:15AM MST: Some DirecTV customers are reporting via Twitter that power cycling and rebooting their system twice will correct the frozen channel issue.

    Update 12:51PM MST: DirecTV has posted a notice on their website just a little bit ago on how to troubleshoot a remote that won't change channels,

    "You may have experienced a transmission glitch to your DIRECTV service. We sincerely apologize for any inconvenience you may have experienced or any recordings that were interrupted. Our engineers have identified the fix and have already delivered it to your receiver.

    However, if your receiver is still not responding to either your remote control or front panel button input, you will need to do the following to resolve the issue:

    Just flip the door down on the front of your receiver and press the red button. Be patient as the receiver may take up to one minute to respond to this reset.
    Let the system reboot until either a picture or grey screen appears on your TV.
    Then press the red button again, which will reboot your system a second time. This should resolve the issue."
    Comments 5 Comments
    1. n2rj's Avatar
      n2rj -
      According to reports in other forums, they are saying that DirecTV deployed a firmware update for 3D that somehow screwed the remote.

      Also, 2 reboots will clear the problem... but most people won't realize that until after a phone call with customer service.
    1. Jason Fritz's Avatar
      Jason Fritz -
      Thanks for the follow-up n2rj, the DirecTV forums have been slow or non-responsive for me.
    1. n2rj's Avatar
      n2rj -
      If you can't get to DirecTV forums (they are probably slammed now), DBSTalk.com and SatelliteGuys.us have huge threads on it. They are getting slammed by traffic too because of the Google effect.

      Some are saying 3D killed it, others are saying bad guide data due to a power failure in Colorado... Either way it doesn't look good. Lots of angry people with torches and pitchforks now.
    1. Mrs_Lovejoy's Avatar
      Mrs_Lovejoy -
      Quote Originally Posted by n2rj View Post
      According to reports in other forums, they are saying that DirecTV deployed a firmware update for 3D that somehow screwed the remote.

      Also, 2 reboots will clear the problem... but most people won't realize that until after a phone call with customer service.
      I tried the normal "pulling power supply" waiting 15-30 seconds between redo didn't work for my HR22 box. After 5 minutes the remote and front button stop responding. I had to use the reset button, then let the software download once it is done and the screen is back, do it again with in 30 minutes. This has resolved the issue so far for me. Also noticed other things are not working.... on demand... but at least I can now change channels.
    1. Jason Fritz's Avatar
      Jason Fritz -
      Thanks for the update Mrs_Lovejoy, glad to see your receiver is working for you again.
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