New Member
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2 Messages
On Demand Not working with new equipment
We upgraded from old equipment and installed 2 new receivers the other day. On Demand does not work. The receivers are connected to the Internet via Wi-Fi, but the selection of any On Demand channel just results in an empty black screen - no error message.
With our old DVR receiver we had something called the Cinema Connection Kit which bridged the Internet to the old HR24. I have not disconnected it, but I am wondering if that is providing an interruption somehow.
My call to DTV tech support is frightening. The rep that I talked to did not understand that On Demand applied to most channels - she thought it was a function of movie purchases only. Escalated to a supervisor, he wasn't much help.
shannon02
ACE - Expert
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21.3K Messages
4 years ago
It takes a day or two for the On Demand guide to download. You can't have more then one internet connection so what is the model number of the new receiver and how is it connected to the internet?
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srshaw
New Member
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2 Messages
4 years ago
Shannon, thanks for the reply and you are correct about the multiple Internet connections. We have the Genie HR54. While I was on the line with DTV Tech Support, I began to suspect that the old Cinema Connection Kit we had used with the HR24 might be interfering with the wireless Internet connection for the new Genie since the bridge was still connected to our coax. I disconnected it and the On Demand guide changed from a black screen to a message of data unavailable. I just checked again (3 hours later), and it looks like the On Demand guide is now downloaded.
It is sad that DTV support could not have known this. Even after describing the existence of the bridge, the Tech Support supervisor did not know if that could be the source of the problem. I did a self install of the new receivers and if DTV had a simple database identifying my old setup and necessary steps to take with the new equipment, I would have been online in less than 30 minutes - as opposed to 4 phone calls, 2 hours+ wasted with them, and multiple waiting periods for the guide to download. Now I have to go cancel the technician visit they scheduled for tomorrow.
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shannon02
ACE - Expert
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21.3K Messages
4 years ago
All they know is what is on the script.
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detuch254
ACE - New Member
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5.2K Messages
4 years ago
ha @shannon02
yes as previously stated it takes about 24-48 hours for on demand content to populate and work correctly, especially over Wi-Fi instead of a wired connection (Ethernet).
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