Satellite repositioning has been completed, and all channels previously affected by the 771 error have been restored.

If you continue to receive this error, please reach out to DIRECTV on Social Media for further assistance.

avidsoccermom's profile

Contributor

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1 Message

Thursday, March 19th, 2020 4:57 AM

Closed

Issues w/ DirecTV Master DVR

Screen froze repeatedly. Also DVR turned off and reset itself, by itself while watching a recorded/live program. Also having issues connecting to mini-DVR several times this week in same room. Had to reset the Master DVR to get it to connect to mini-DVR several times. Anyone else have these same problems this week?

Accepted Solution

Official Solution

Community Support

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263 Messages

4 years ago

Service has been restored for satellite customers who may have experienced service interruptions. If you continue to experience this, try resetting your receiver to get back up and running. Thanks for your patience!

David, AT&T Community Specialist

New Member

I've reset mine many times & tv 1 still won't work but tv2 does.

ACE - Master

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6.5K Messages

model numbers?

when mine did it i had to check the tv input


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New Member

@ATTHelpForums Mine is still not working properly......

New Member

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2 Messages

Same here!

New Member

4 years ago

Direct tv receiver box freezes up and the remote does not respond you can’t change channels or turn off

Note: This comment was created from a merged conversation originally titled Receiver box freezes up

Mentor

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11 Messages

Same here. Seems to be maybe related to a recent software update. The same one that puts the crappy screen saver ads up almost instantly on pausing.

New Member

I pressed rewind and it wouldn't stop rewinding. No matter what i did, it wouldn't stop until it reached the end of the time it had been on that channel. It's done that twice in the last 3 hours.

New Member

And, now it just shut itself down. When I turned it back on, it started the receiver self check.

Seriously irritating.

Mentor

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11 Messages

It has happened to me on pause and on listing recordings. Just hangs. No input accepted. I did notice it also loses any recording that is going on while it is locked up. Only a hard reset seems to fix.

Additionally the menu system is noticably slower.

VERY frustrating.

New Member

Having the same problem with the picture feeezing and remote not working. We’ve unplugged the power cord 3 times today so far. We’ve also experienced the rewind not stopping in the last few days, not today though.

Quite frustrating when you’re trying to unwind from the day.

4 years ago

So my lousy service went out over an hour ago and have no idea why. Of course getting anyone on the phone is impossible. Is there some large outage they're too lazy to tell us about?

Note: This comment was created from a merged conversation originally titled Service Outage

ACE - Expert

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19.4K Messages

Nope as an outage would be nationwide unless only your local channels are missing and I'm watching DTV right now. and there would be a lot more people posting here about it.

Most likely your dish needs to be aligned there are videos on youtube if you want to try it yourself otherwise you have to call/chat to get a tech $99 covered if you have the protection plan.

Do to CONVID19 AT&T is experiencing a higher call volume and staff shortages.

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Visitor

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1 Message

@shannon02 There is a report on this site of a problem with receivers and a place where you can put either your email address or your cell phone number for a text so they can notify when the problem is corrected.

They are aware of it.

I am wondering when they are going to fix it.

New Member

Where is the place where you can ask to be contacted when they fix it?

New Member

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1 Message

4 years ago

Service blinked out about an hour ago. The main receiver came back, reset itself and reconnected and is working normally. But the second receiver will not reconnect even after resetting the device. It just says on the screen 'This Location is not Authorized' I'm currently on hold but I have been on hold for 45 minutes. I don't even know if anyone is working in Tech Support right now because of COVID, is anyone around that can help?

Note: This comment was created from a merged conversation originally titled This Location is not Authorized

New Member

mine says I’ve reached the maximum number of locations for your account (0)

New Member

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1 Message

Took me 2 hours of being on hold before someone answered but then they fixed it within 30 seconds, so hang in there!

Visitor

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1 Message

Thank you. I will wait awhile longer!

New Member

4 years ago

HR24-500 DVR, during playback of recorded programs the video stutters often. Makes it hard to view and enjoy recorded programming. Completing red button reset doesn’t seem to help. Any ideas on how to? Would like to try and save recorded programs.

Note: This comment was created from a merged conversation originally titled DVR recorded programs Stutters during play back

New Member

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2 Messages

4 years ago

Video Bridge Survey Mode: Inactive

We tried reset both tower n box, unplugged box. NOTHING. Ive been on HOLD
1 hour Listening to SAME THING OVER N OVER..
Note: This comment was created from a merged conversation originally titled CONNECTING TO VIDEO BRIDGE (ISSUE)

New Member

I am having same problem but with only one of our three TVs. Been waiting over an hour now

New Member

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1 Message

4 years ago

Why does my tv say “No servers were detected. Check your network connections.”

Note: This comment was created from a merged conversation originally titled Directv

ACE - Professor

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2.3K Messages

The genie is the server, reset it.

______________________________________________________
Former directv csr and tech support rep.
Proud Grandma of 3
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New Member

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1 Message

thank you!!

New Member

4 years ago

Freezing up, won't stop fast forwarding, won't turn off, won't turn on, remote does nothing. All the problems others are having.

Note: This comment was created from a merged conversation originally titled receiver problem

New Member

Same here. Happened twice tonight. Had to reset the Genie2 Server.

New Member

Same here. Twice tonigh so far and had to reset Genie2 Server.

New Member

Same as the rest What is AT&t doing abou it!!

New Member

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2 Messages

4 years ago

Any suggestions.. ive spent 3 hours trying to get help
Note: This comment was created from a merged conversation originally titled CONNECTING TO VIDEO BRIDGE (ISSUE)

New Member

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2 Messages

4 years ago

I dont think anyone will actually pick up until 9am. That's what. I was told on live chat. I saw where someone said its a known software problem
Note: This comment was created from a merged conversation originally titled Same here. I gave up after 1 hr 15 mins

ACE - Expert

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20.2K Messages

Staffing is affected by Covid-19 precautions like other businesses. The Chat option is supplementary to Customer support.

Customer Service

800.531.5000 | Pay Bill | Order Movies | Refresh Your Receivers

General support daily, 8 a.m. – 12 a.m. ET

-------------------------------------------------------------------------------
(Included after every post)
I am a customer, not an employee. This is a public forum.
For official support call DirecTV 1-800-531-5000, DIRECTV STREAM 1-888-429-4023, or AT&T 1-800-288-2020.
www.directv.com or www.att.com

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New Member

@Juniper I understand the disruption, as I am working from home myself. But if my entire university can transition all of our face-to-face teaching to remote, I think AT&T can have their call-center staff work remotely. I hope they are at least paying them if they sent them home.

ACE - Expert

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20.2K Messages

Because of sensitive account information and PII, this is something they could only do on a limited basis at best. First the employee would need a computer at home that meets the security requirements to use a proprietary system, and be in a location where the family has no access. As call centers are very secure, many of which use some sort of badge access, they do not have the same security at someone's personal home.

Face to face teaching is a different situation than having millions of people's personal information and billing impactful account details in an personal unsecured space.

As for paying them, I fear not. If they are not working, they have nothing to be paid for. These are tough times and I hope it doesn't go on much longer as I am starting to see the consequences where I live.

-------------------------------------------------------------------------------
(Included after every post)
I am a customer, not an employee. This is a public forum.
For official support call DirecTV 1-800-531-5000, DIRECTV STREAM 1-888-429-4023, or AT&T 1-800-288-2020.
www.directv.com or www.att.com

Award for Community Excellence Achiever*
*I am not a DIRECTV employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

New Member

First, you can limit access to the amount of private information that a tech support person sees. They have no need to see any of your private information to do their job.

Second, people work from home all the time in these types of situations. There are a ton of call-center employees who work from home normally.

Third, we have people in foreign countries who are not even subjec to our laws working support desks.

Fourth, if you think what you said about not paying people who are forced to not work becauase of things like government orders during a pandemic, you do not understand the world of hurt we will all be in as the entire economy crashes down around us. What if they have to go two months without pay? This could be millions of people who can't pay for rent/mortgage, food, and anything else they would normally purchase. They also would not be paying taxes. That level of unemployment has not been seen since the great depression.

New Member

4 years ago

Can't display menu or change channels. Remotw works volume and on/off. Reset receiver twice.
Note: This comment was created from a merged conversation originally titled Remote not working

ACE - Expert

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19.4K Messages

4 years ago

Sounds like it needs to be replaced $20 for shipping covered if you have the protection.

ACE - Master

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6.5K Messages

there was an issue last night

im reading various places that many models froze then rebooted


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Note: This is a customer to customer forum, I am just a customer. Employees are identified as such.
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New Member

It has been widely reported that AT&T is planning to slowly phase out DIRECTV in favor of AT&T streaming television services. This makes me wonder if resources are being taken from DIRECTV internally and that has led to the issues we are seeing. I like AT&T wireless. I've been a customer for 12 years (and Cingular years before that). However, the AT&T purchase of DIRECTV is the worst thing that could have happened to what was a great company. I have been with DIRECTV for 24 years and a big reason for that was their stellar customer service. That service has tanked under AT&T's ownership.

AT&T hopes to eliminate truck rolls on new Directv video installations by using a box dubbed “Osprey” in place of a satellite dish, said John Stephens, AT&T senior executive vice president and chief financial officer at an investor conference today.

ACE - Master

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6.5K Messages

@frankxiv they can phase it out if they like, but remember 15% of the us has no broadband and cannot stream. i am in that 15%.

i would imagine a large portion of directv customers are in that 15%.

we have 2 options: directv or dishnetwork.


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New Member

I understand completely. I am not on board with the idea. Unfortunately, AT&T is such a large company that they may decide the cost of keeping it going is not worth the money made from that 15%. It really makes me sad how AT&T bought this company and they never really understood it or its customers.

Honestly, I think the best outcome might be AT&T unloading DIRECTV and it joining with Dish Network to make one satellite company.

(edited)

New Member

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2 Messages

4 years ago

Yes With ERROR page ..Connecting to Video Bridge..Video Bridge Survey Mode: INACTIVE...

(Edited per community guidelines) DOES THIS MEAN. No one Answers at AT&T

(edited)

ACE - Master

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6.5K Messages

you have an issue with your video bridge, unplug it, then plug it back in

then reset the mini


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Note: This is a customer to customer forum, I am just a customer. Employees are identified as such.
Award for Community Excellence Achiever*
*I am not a DIRECTV employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

New Member

I have reset/unplugged/reset the genie, done almost everything but throw it out the window & it still not working but tv 2 is still just fine.

ACE - Master

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6.5K Messages

what receiver is on tv2?


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New Member

TV 2 is model c61w-700

TV 1 is model c41w-100

Do those mean anything to you?

ACE - Master

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6.5K Messages

yep, those are both sireless minis

so your bridge must be working

what genie do you have?

have you checked the input on the tv?


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Note: This is a customer to customer forum, I am just a customer. Employees are identified as such.
Award for Community Excellence Achiever*
*I am not a DIRECTV employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

New Member

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1 Message

4 years ago

the picture is fine with ours but we don’t have sound...haven’t had sound since yesterday


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