Got Squirrels? - Bare copper wires from the satellite make for a messy signal ...

@Tandy 

Calling customer support of course. However, there is a bit more to this based on some information you shared.

If your mother's dish is actually about 20 years old, then most likely it is the legacy setup. Those feeds are shutting down meaning she is due for a new receiving dish anyway. If so, she can call DirecTV and request a MPEG swap to install new equipment as needed. In this situation DO NOT say "upgrade", otherwise she gets a 24-month agreement. (MPEG swap is required to continue service, upgrade is optional change of equipment).

What are the models of each box she has?

@Tandy thanks for that additional information. It appears that your dish IS HD, however that LNB is legacy non-SWM. Therefore, it will need to be upgraded to a SWM LNB in order for a Genie HD DVR to be installed. Anyway, that Samsung DVR you listed is simply a DVD player, not associated with DIRECTV. That would mean that your mother only has ONE DIRECTV receiver, the HR20? If she is fine with the HR20 and doesn’t need a Genie, there isn’t technically a reason to upgrade at this moment. Although the HR20 is SUPER old and outdated, it still works fine as an HD DVR. 

I would call DIRECTV (number in my greeting below) and have an agent schedule a technician to replace the wiring and fix the dish. Because the system is non-SWM, there should be only two wires running to the house for the HR20’s two tuners. Unless, your mother has more receivers.

If the dish is THAT old, it’s probably an SD-only one that needs replacing along with all receivers since they are SD too. This would be a good time to verify that. Please list your mother’s DIRECTV satellite receiver models and also the dish type. If it is small and about 18 inches, it is an SD-only dish.

I am asking you for this because your mother would be eligible for a free upgrade to HD if she currently has an old SD dish, bad cabling, and old SD receivers.

If your mother has the newer DIRECTV Slimline HD SWM dish and HD receivers, then she’ll need to call DIRECTV ( number in my greeting below) and have a technician come out to redo the cabling and realign/replace the dish (if necessary.)

Thank you Juniper and detuch254!

The satellite is a Slim Line. SL3K4NR0-02 with bar code PHK3C1140B6047 (not sure if the zeros are 'O's or vice-versa).  There is a moss like plant (lichen) growing in the bowl of the dish.  There looks like a date stamped into the signal receiver of the satellite dish: 07-1-1 followed by a 'D' within a circle.

The RECEIVER box MFR DATE: 12/16/06  MODEL: HR20  DTV PN: HR20-700 

SERIAL NO: G04BD6RW502778  RECEIVER ID: 0231 7107 2731.

The DVR is a SAMSUNG DVD/VHS DUAL DECK.  MODEL NO: DVD-V3500

MANUFACTURED: 2003.03  SERIAL NO. 61AW313744V/XAA  M/C: R006

Thanks again detuch254!  She only has one receiver at this time.  The less 'new technology' and 'change' from what she's used to - the better.  She's 91 and we don't want her to lose her TV in the winter, etc.

Sidebar - I tried fifteen different ways to insert an image with my post but no luck.

Thanks for all the guidance.

Call DirecTV and request a service call for damaged wiring. It is $99 (unless she is paying for the protection plan). Likely the legacy LNB on the receiving dish would be swapped for a SWM LNB.

HR20 is DirecTV's oldest HDDVR. As long as it still works, she can continue to enjoy it. If it ever fails, a warranty replacement is $19.95 delivery and would get an HR24 (last regular HDDVR made) while any are still in stock. Be aware most agents would offer an upgrade to the Genie as an alternative (or possibly only option if they finally run out of HR24s).

DVD/VHS is not DirecTV.

Hi Juniper,

I followed your advice ... and I was able to get a technician scheduled to visit in two weeks! Thank you so much for sharing the technical info & language about the work that had to be done.  At the beginning of my call for service I had to deal with a computerized 'helper' asking me what I wanted, etc.  I used your words and improvised ... Our "legacy LNB on the receiving dish should probably be swapped for a SWM LNB!" The 'helper' went silent, and then said, "I will connect you with a qualified technician right away."  Then, Ralph, who is a real person, got on the line and was terrifically helpful.  For $8.99 a month, for three or more months, we can have the full service and equipment upgrades vs. the one-time visit and service charge of $99.  So, thank you very much Juniper!

You don't need the $8.99 protection plan that is $107.88 per year whether you use it or not as you went 20 years without a service call, the service call comes with a 90 day warranty and you get a free upgrade every 2 years of continued service in good standing.

If having the protection plan temporarily works out for you, great. Just make sure you don't have it too long or you pay more in the long run. The one-time service call is less than a full year of having the protection plan ($99 vs $107.88).