I had my DIRECTV service installed sometime in early June. During the first two weeks or so since installation, I was able to use the VOD feature without any issue. I could go to whatever movie or show, press watch now, and it would download/stream without virtually any lag time. Obviously there were no problems with the internet during that time. As far as I know, the technician connected the receiver to the internet directly using what is listed as a "Connected Home Adapter" and an ethernet cable that ran from the adapter directly to an ethernet port on my router.
Without making any change to the setup and the system, as far as I know, I started having trouble with the VOD feature about two weeks ago. Essentially, anytime I try to use the feature, the program might play a small portion (or perhaps none at all) and then stop with the following message:
"There was a problem connecting to the internet. Please test your connection."
There are two options from this prompt: 1. Test Connection 2. Continue. Please Fix Later
Option 2 does nothing. Using Option 1, I've done the following:
Test connection >> Run System Test >> Running System Test >> 1 Test Failed, Diagnostic Code: 72-119, 1. Cannot Detect Phone Dial tone ...
So, the "System Test" identifies nothing wrong with the internet. Moreover, if I do the following:
Network Setup >> Repeat Network Setup >> "Your Receiver is connected to DIRECTV via the Internet, Result Code: 88-883"
Evidently, the Genie thinks it is, in fact, connected to the internet. I have several other devices (laptops, cell phones, etc.) that also have no issue with the internet. Furthermore, if I put a movie in my queue list to download, it does sometimes detail progress, just at a ridiculously slow rate. More often than not, however, these queued downloads fail.
I've spoken to tech support two times.Yesterday was the first time. We tried "Restore Defaults" and then to "Repeat Network Setup" by instead connecting wirelessly. Tech support figured that perhaps, since I have a newer version of the Genie, its attempts to connect wireless were somehow conflicting with the ethernet connection. The wireless connection was successful, but the problem still persisted.
Next, we tried to reset the receiver and then repeat the network setup. In order to test this, I had to wait several hours for all of the VOD content to actually download to the receiver, as I was cautioned would happen when I first started my service. Today, I found that the problem still persisted.
Today, I contacted Tech Support again. We basically just attempted to go the "Repeat Network Setup" route again, being already informed that I was connected to the internet despite the message showing that there was a problem connecting to the internet. I tried to reset defaults and connect again, but no success.
I have also tried to reset the router and repeat the process outlined above (save for actually resetting the receiver, since that will cost me several hours again to test the VOD feature.
I'd like to emphasize three points with respect to the problem. First, it worked fine for several weeks before the issue cropped up. My internet connection to all my other devices has been perfectly fine during both the time when the VOD feature worked and also while it hasn't. Last, the Genie does say that I am connected to the internet, yet it has this problem. The previous tech support advised me that I should instead contact my ISP. Given that they are not familiar with DIRECTV's equipment, I'm skeptical that they would be able to solve this problem better than DIRECTV.
Anyway, at this point, I'm pretty much willing to try anything, and I would appreciate the help.
1. Receiver - HR44/500 Genie Model
2. Router/Modem - Motorola NVG510 from ATT/U-verse (4 ethernet ports)
2. Also available: Connected Home Adapter