TROUBLESHOOTING

 

INTERNET TROUBLESHOOTING

Please see below for some quick tips and tricks for basic Internet troubleshooting
PERFORM A QUICK RESET

Power off your device for at least 10 seconds, turn it back on again, and give it up to 60 seconds to reboot – in many cases, a small reset can fix a big problem.

 
CHECK THE CABLES

If you are still experiencing service trouble after the Quick Reset step, make sure all cables are connected and secure. A loose wire may cause a bad connection.

CHECK THE POWER SUPPLY

Make sure that your router is receiving power. Check your power connections and make sure that power is getting to the device. Sometimes, plugging into a power strip hinders the device from reaching its full potential. Try plugging your router into a standalone wall outlet or make sure your power strip provides enough wattage to support the power supply. 

OPTIMIZE YOUR WIFI SIGNAL

Check where you have your router located, and make sure it has good circulation around it to control the temperature and prevent disruption of the WiFi signal. Ensure that it is not blocked by household plants, located in a cabinet, blocked by large furniture, or positioned too low to the ground. 

CHECK YOUR PERSONAL DEVICES

Speed and optimization on smart devices, computers, TVs, and other appliances all vary by brand and model. The age of the device can play a factor in achieving optimal speeds, as can updates. Review device manuals to find the best recommendations for optimization. 

REVIEW YOUR ACCOUNT

Make sure your account is up to date on payments by reviewing the last statement sent to you via email. Our Customer Care team is also available to help you review your account. 

 

VoIP TROUBLESHOOTING

CHECK YOUR VoIP SERVICE

Since VoIP service is connected through Internet rather than a standard telephone line, if your Internet is not working, then your phone will not work either. Troubleshoot your Internet from the steps above.

 

DIRECTV TROUBLESHOOTING

Please see below for some quick tips and tricks for basic DIRECTV troubleshooting
PERFORM A QUICK RESET

Power off your device for at least 10 seconds, turn it back on again, and give it up to 60 seconds to reboot – in many cases, a small reset can fix a big problem.

PERFORM A DIRECTV SYSTEM RESET

Many times, this can re-establish your service with a power cycle.  Use your DIRECTV remote to select Menu, then Settings, then Reset Options, then Reset this receiver.  As an alternate option, you can unplug and plug-in the power cord to your receiver to power cycle. 

CHECK THE CABLES

If you are still experiencing service trouble after the Quick Reset step, make sure all cables are connected and secure. A loose wire may cause a bad connection.

CHECK THE POWER SUPPLY

Make sure that your router is receiving power. Check your power connections and make sure that power is getting to the device. Sometimes, plugging into a power strip hinders the device from reaching its full potential. Try plugging your router into a standalone wall outlet or make sure your power strip provides enough wattage to support the power supply. 

CHECK THE BATTERIES

Many times, bad batteries can cause trouble with DIRECTV. Batteries have no guaranteed shelf life, so even when you feel like you just replaced them, change out the remote batteries for fresh batteries. To replace the batteries, remove the back panel on the remote, remove the current batteries and replace them with new batteries, making sure to replace them in the direction according to the diagram inside the back panel.

CHECK THE INPUT

Many times, your TV’s input can get switched without your knowledge. If you are seeing a black, blank, or unfamiliar screen, scroll through the various input options on your TV. On your TV manufacturer remote control, press INPUT or SOURCE to cycle through inputs, such as HDMI 1, etc.  Make sure that your selection is the one used for your DIRECTV source or cycle through the options until you receive a picture. Pause on each input for about 60 seconds, giving the TV and DIRECTV time to communicate.

REVIEW YOUR ACCOUNT

Make sure your account is up to date on payments by reviewing the last statement sent to you via email. Our Customer Care team is also available to help you review your account. Also confirm that the correct DIRECTV devices are connected that are registered with your account profile.

Follow these steps for reconnecting your DIRECTV device(s) to the Internet.

http://www.att.com/support/article/directv/KM1049091/

PROBLEM CONNECTING TO INTERNET (FOR ON DEMAND, ETC.)
REMOTE CONTROL SETUP & BUTTONS
PROGRAM YOUR REMOTE – STEPS ONLINE
 

Click here for steps to program your DIRECTV remote depending on whether you have the Universal or Genie remote.

https://www.att.com/support/article/directv/KM1011991 

DIRECTV ERROR CODES

In many cases, DIRECTV will show error codes on the screen, allowing you to troubleshoot small problems without scheduling a tech visit. Some of the most common error codes are listed below.
ERROR CODE 771

This means your receiver is not getting the DIRECTV satellite signal. This can happen because of:

  • Bad weather: Heavy rain, hail, or snow can prevent your dish from communicating with our satellite. Wait for the weather to clear.

  • Loose connections: The receiver cords may not be securely plugged into the wall outlet. Be sure to tighten all connections. If, after verifying your cable connections to the receiver and TV, service is still unavailable, please contact Customer Support for scheduling a technician service visit. 

ERROR CODE 775

This error means your receiver is having trouble communicating with the dish. As a result, your TV signal may be interrupted. Please contact Customer Support for scheduling a technician service visit.