up arrow - DirecTV

when push up arrow for last several weeks, the add favorites bar drops down instead of showing me the next channel up at the bottom of the screen. if push down arrow it works correctly. called support and told me it was secondary to software update of receiver which makes no sense after sending me a new remote and resetting receiver several times. why reset if already knew cause was software update? said nothing to do whichf makes no sense.

This question, "up arrow," is about DirecTV channels, programming, equipment, and sports.