New Member
NEW 2021 DTV Issue: Paused LIVE PROGRAMMING & RECORDED SHOWS START OVER after 10 second Pause
I read a PREVIOUS thread from years ago. I have had DirecTV in many incarnations for 28 YEARS in Texas, New Mexico, Colorado & now Arizona. I began with the GENIE Wireless in Kerrville, Tx to prevent drilling through stucco exterior walls. I HAVE NEVER HAD THIS ISSUE, even in ARIZONA until 2021. (iInstalled in 2020)
Whatever Updates have been made after January 2021 have created this problem on PREVIOUSLY Unaffected devices & recordings.
I record many movies while the weather is clear to watch when the snow piles up on the rooftop DTV dishes (again because drilling through stucco/adobe exterior compromises the moisture & creature barrier). I have avidly followed the 4 hours+ testimony in Congress related to my profession.
DTV/ ATT needs to understand HOW ANNOYING & Time-Consuming it is to HAVE TO FAST FORWARD 3+ hours when I pause Les Miserables or hearings to take a phone call or delivery. I have not contacted the "CUSTOMER SERVICE" line because although I speak several languages & have great facility with understanding accents, it is increasingly difficult for me to understand the outsourced service folk's heavy accent & I spell in "A for Alpha, T for Tango, T for Tango format" for the ATT agents. It is difficult & TIME CONSUMING to explain issues much simpler to these foreign workers. I know ATT has gotten customers familiar with shoddy "#CustomerService over the years but #CoVid has apparently let their LOW BAR for "Service" slide further down while the prices increase regularly. THis also happens pausing LIVE SHOWS. It is TIME WASTING & ANNOYING.
And NO, I WILL NOT go back to LIST, reselect the show, PLAY from the LIST recording to get it to go back to WHERE I PAUSED BRIEFLY to get back to watching. This is a NON SOLUTION for a problem that ONLY began idiopathically in January 2021.
PLEASE REVERT to the old DTV /ATT ability to pause programming whether LIVE or RECORDED & pick back up WITHOUT going to LIST, if that even works, for RECORDED shows. I was watching breaking news on Texas Power Outages for hours (I realize it only holds for 90 minutes on LIVE so I record to assure my ability to back up & pick up the info I need from the news broadcast) & had to fast forward tothe point I left off.
AGAIN, THIS IS A NEW ISSUE with DirecTv Genie in JANUARY 2021; I have had the GENIE since 2015 without this issue.
ATT, please simulate the issue BEFORE you give "HELPFUL" advice that either is INCONVENIENT or flatly does not work. ATT CHANGED SOMETHING recently & CREATED this issue so logic dictate that ATT/DTV can FIX THE ISSUE. I have had to RESORT to leaving a 2nd Reciever ON the channel & running live to speed up returing to the point of inquiry quicker.
For what we pay monthly/yearly, this FIX this issue ASAP & escalalate the issue to a higher level of severity as other Information companies do. DOn't just leave the solution to a Customer Service Agent reading from an OLD MANUAL. Issue a TICKET# & Get a Level II TEchnical Support Supervisor or Departmetn head working on the software change that caused this issue & SIMULATE the issue to SOLVE THE PROBLEM QUICKLY.
Ithought it was a temporary glitch in February BUT THIS IS A STABLE, ONGOING ISSUE that needs an INCIDENT/ ISSUE Ticket created, Escalating & DEADLINE SET like other for-profit companies.
Subscribing to DTV was a no-brainer when we moved after all these years because we are familiar with the REMOTE & Channel Order. We did have DISH at the Medical Office in near-Border West Texas because ATT/DTV would not contract with the local affiliates to deliver local weather or local news we needed. It was a pain switching between differing remotes & channel line ups but since we sold that office, gong back & forth it not an issue.
Combined with steadlily rising bills from ATT, the CUSTOMER SERVICE NEEDS TO IMPROVE rather than steadliy being harder, more frustrating & time consuming to engage.
DEDICATE some Technical Support Resources to simulating the issue under a unique Ticket# & set a deadline to fix the bug. ATT, you are not the only way to get programming & need to step up your game to keep us as customers, much less SATISFIED Customers.
I expect a Boiler Plate, canned piece of advice form ATT like calling or chatting that DOES NOT READ the above directions about what is reasonable/ works & fails to issue an Incident Ticket#, Escalate & involve Level II or higher Tech Support with a deadline for FIXING THE NEW BUG. With my decades of experience with ATT, expecting crappy Customer Service & receiving it only leave me DISAPPOINTED with their expensive service rather than gettin gmy hopes up they will actually read the whole complaint & actaully do what needs to be done promptly to correct the issue their recent changes CAUSED to my use.
TexasBrit
ACE - Expert
•
14.1K Messages
4 years ago
You've spent a long time reporting something that is a known problem and which is posted many times in this and other forums. As far as I know directv is fixing this.,
0
0
DTVBetterB4Buyout
New Member
4 years ago
It was a known problem for others, but I have had 3 DirectTv genies at 3 locations since the issue was 1st Reported & NEVER had this issue with any GENIES I have had in multiple states since 2015. The reason I reported it as a NEW issue is that although I have had the latest GENIE since 2020 without issue, this issue began in JANUARY 2021 for us. That seems to make it a software issue rather than a hardware issue for obvious reasons.
If you have a better explanation as to why idiopathically this issue would crop up without hardware changes I would like to hear it.
If it has been a known problem for some time as I reported at in the 1st sentence of my post, I wonder why you think that DirecTV "is fixing this" since it has clearly not been fixed since at least 2017.
As I mentioned specifically, this is a new 2021 problem for me despite having the DirecTv for decades since 1993 in Houston, Sonora,& Kerrville & various GENIES since 2015 in TX , NM, CO & now AZ.
I hope they are fixing this & I hope some ATT/DTV agent will reply with a Ticket # & confirmation that a simulation is being run to reach a long-overdue solution since the other posts I read from ATT & the advice of others on other forums going back years I also read prior to posting had not treated the problem with specific severity or engaging the technical aspects that only proprietrary DTV Technical Support would be able to access.
ATT/ DTV does not seem to be "fixing this" with any urgency.
0
TexasBrit
ACE - Expert
•
14.1K Messages
4 years ago
This is a new issue for everyone, it has not been around since 2017. It's a new software bug. Nothing you have read in the forums from earlier periods has anything to do with this problem, so it is not relevant how many genies you have had or where you were located. And directv never reports on "progress" of the complex set of bug analysis and testing, and issuing of a fix for the problem. One of these days you will get a new release overnight and the problem will have been fixed. Sorry, until then just like all of us you will have to wait
0
0
DTVBetterB4Buyout
New Member
4 years ago
Here's the 1st post about the isssue on ATT Forums I found when I was reseraching the issue prior to posting. It is from 2017 fellow Texan:
New Member
•
25.7K Messages
Dec 7, 2017
Closed
Paused Show jumps back to the beginning"
Here's the 2017 URL: Paused Show jumps back to the beginning | AT&T Community Forums
Because I found this from 2017 & realized this had been an issue for SOME people, although not me is why I asked for a Ticket # & Simulation as one does for ongoing IT Bugs. The 4 year length of the problem is why it needs to be addressed by Tech Support with an escalated severity.
Since your purpose in posting is ostensibly to help other users, & your posted information was clearly incorrect about "This is a new issue for everyone, it has not been around since 2017" perhaps you should do some research before posting misinformation. I wonder about your other assertion that DTV does not give process updates being correct or if that is another unsupported supposition you've posted.
I stand by my original & 2nd post about the issue being new for me although it has been reported with GENIES since 2017. Here's another URL from 2017 that came up in my pre-posting research for a solution: DVR pausing for no reason | DBSTalk Community
The years long history of this specific issue is why telling people to just wait is not terrific advice although if you are content to do that, that's great for you.
My post also addresses the difficulty with #CustomerService after the ATT buyout which is no small concern. Although I do not have the prolific posting investment you do on this forum, all of my observations are factually correct & valid issues that ATT needs to address.
I appreciate the helpful details the other poster gave to contact ATT directly to try get accountability plus other remedies as compensation for my time. That seems to be a better use of my time than to post further on this forum trying to get ATT's attention. Thanks TeeterTotter! That really helps & what I was looking for when I posted.
0
TexasBrit
ACE - Expert
•
14.1K Messages
4 years ago
The 2017 post was about a completely different issue, which you should have realiused if you actually read the thread. At one time, if you paused a program, then exited to do something else, you could reselect the paused program from the list and hit "play" and it would resume where you left off. Directv changed this so you had the chouce of "resume" or "start over". Not a bug, a deliberate design change. And the other post you refer is about something completely different. The current situation is that you pause a program for a moment and then want to continue watching it, and the program goes back to the beginning. It's a bug.
And as far as notification is concerned, directv does NOT report on individual bugs except in the very rare case where a problem is stopping people using the service.
I really resent your suggestionj I am posting erroneous information. Like everyone I do make a mistake from time to time but I can assure you this is not one of them.
0
0
DTVBetterB4Buyout
New Member
4 years ago
I did read the entire threads & some were about recorded shows & others about live shows. So I disagree with your understanding & analysis of these other threads.
Since you feel the issues are entirely unrelated & new, what amount of time would you think I reasonable from 1st Reports to fixing of the bug without updates from ATT/DTV that they are seriously dedicating Tech Support to the identified issue & have a fix?
I do not disagree that it is likely an unintended bug from an update & said as much in Post 1. The easiest, quickest way to solve the unintended bug is to roll back the update that caused the issue. I have had to do that many times on our own network. Absent that, companies often send out a Bug Fix Update that corrects the problem. I wanted ATT/DTV to acknowledge the issue & give the process they are taking to solve the issue. As a paying customer, I do not think that is unreasonable.
ANd I wanted them to know as a 27 year subscriber that the Customer Service has declined since the ATT Buyout (I gave specifics so they could address this important concern which many people I know share & other online accounts have posted regarding as well. I care not whether you want to skip over that.
We simply disagree about whether these Recorded & Live issues previously reported for GENIES are similar/ 80% same or New. Other people who read the 2017 posts or post themseleves may have a different opinion than you. Since my post is based on the previously reported problems that you want to ignore as 80% similare or comepletely germaine, I stand by my posts & am happy with the next step TeeterTotter offered.By comparison, I did not find your posts helpful in my view by simply telling me to wait for an update or even accurate & that has not changed despite your protestations. Others may disgree partially or completely. Se La Vie.
I still hope an ATT/DTV responds to my concerns posted as they have on other issue on this Forum on the past. Judging by the other posts about this issue, others would welcome the offical information on planned fixes.
0
TexasBrit
ACE - Expert
•
14.1K Messages
4 years ago
From reporting to fix is unpredictable. Normally unless its a critical issue bug fixes are rolled into a new update which will typically take a couple of months or longer to go through a complete testing cycle. Then directv will roll out the new release progressively overnight (typically 2am), usually staggered to different areas of the country over a few days.
Unless it's an issue that bricks your receiver directv never rolls back updates.
And none of the previous issues you post have anything to do with this one, whether you like it or not..
0
0
leewos
Scholar
•
85 Messages
4 years ago
My advice..........dump DIRECTV. I was a customer for 20+ years too..... but when AT&T took over, it went totally downhill to the point I quit. Find a different provider with a good record like Dish or TiVo with Hulu or Firestick. I went with Spectrum but hate their 2 tuner DVR. But, I can record 2 shows and switch over to my FireStick and watch Netflix, Disney+, CBS All Access/Paramount +, Discovery +....and all the other network shows and on demand. My bill went from $260 a month to $106 plus what I pay for the "Subscriptions". If you are an Amazon Prime member, you get Prime Video's free with the FireStick.
0