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>>> DirecTV support of DVR's is so laughable, but it's just not funny. <<<

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SpankWare is offline Old Post 11-26-2003 05:25 AM
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SpankWare
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Registered: Nov 2002
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Posts: 256

quote:
Originally posted by BlankMan
Yep, and I think that is my right, something about free speech.

I'll say again, DirecTV offers support via email, therefore I expect that support to be competent and be able to solve the problem.

Now, I've looked through this thread and quite a few posts seem to agree with me, I mean someone flat out saying (other then me) "we all know DirecTV support sucks" could be viewed as pretty much agreeing. Not to mention, if I were to do a search of TC I'll bet I could come up with a very long list of posts all agreeing with that sentiment.

So, there are other people who have posted in this thread yet your responses have always singled out mine, you are not debating the issue, otherwise you would have responded to all who trash your precious DirecTV Support infrastructure not just me, you are trolling for a response.



Without going back to look, I don't think anybody else made ridiculous claims about DirecTV tech support, they merely gave their opinion. You however were the only one claiming issues with tech support based solely on your experiences with email support. I'm not singling you out, you did that yourself. Had anybody else said something I thought was stupid, I would have pointed it out.

That's cute though, I totally disagree with you and make a point of saying so.... so I must be a troll. You're a crusader but I'm a troll? Either we're both trolls or we're both crusaders..... you pick.

__________________
(1) Sony SAT-T60
(3) Phillips DSR7000
(2) RCA DWD490RE Ultimate TV

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BlankMan is offline Old Post 11-26-2003 05:33 AM
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BlankMan
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Registered: Mar 2002
Location: WI
Posts: 1438

quote:
Originally posted by MixMasterMark
Yep. You are insane. All this over having to push 1 button.
Sounds so simple when you put it like that doesn't it? Except for the fact that a lot of times I'm not near the remote, not even in the same building, when I hear a song that I would like to know the title and the artist of.

But you too are missing the point of this thread which you might have got if you read the whole thing. The point is not the issue itself I raised with DirecTV, I have said it was probably a poor example, and I have resigned myself to the fact it is probably working correctly, the issue as perfectly depicted in this case, is that their answer was to "Reboot it". Now, if it's not a problem, if it's working the way it is supposed to, just what will rebooting do?

And as I said to that other guy, all they would have had to do was put that in the email reply, instead they replied that to fix the problem "Reboot it". Doh!

__________________
User: So, how long will the server be down?
SA: Until it's back up (cjb 1994)
SAT-T60 290h TurboNET
SAT-T60 230h TurboNET (x2)
HDVR2 107h
DVR40 (unactivated) (x3)
HR10-250 stock
and ah, a, A55

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MixMasterMark is offline Old Post 11-26-2003 05:43 AM
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MixMasterMark
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Considering the vicious DTV email examples you provided, I can fully understand why they wanted to get rid of you as soon as possible. Again, self-righteousness doesn't ever do anyone any good.

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BlankMan is offline Old Post 11-26-2003 05:57 AM
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BlankMan
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quote:
Originally posted by MixMasterMark
Considering the vicious DTV email examples you provided, I can fully understand why they wanted to get rid of you as soon as possible. Again, self-righteousness doesn't ever do anyone any good.
I don't disagree, but past experience and always being told to reboot or shipped off to the Sony rep for a software issue has put a slant on my demeanor when attempting to deal with them. I didn't always do that, but it doesn't seem to make a difference, this just happens to be my latest approach, but sugar and spice didn't work either. I must be the only one in the world that gets frustrated...

__________________
User: So, how long will the server be down?
SA: Until it's back up (cjb 1994)
SAT-T60 290h TurboNET
SAT-T60 230h TurboNET (x2)
HDVR2 107h
DVR40 (unactivated) (x3)
HR10-250 stock
and ah, a, A55

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BlankMan is offline Old Post 11-26-2003 06:00 AM
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BlankMan
TiVo Forum Special Member

Registered: Mar 2002
Location: WI
Posts: 1438

quote:
Originally posted by SpankWare
Without going back to look, I don't think anybody else made ridiculous claims about DirecTV tech support, they merely gave their opinion. You however were the only one claiming issues with tech support based solely on your experiences with email support. I'm not singling you out, you did that yourself. Had anybody else said something I thought was stupid, I would have pointed it out.

That's cute though, I totally disagree with you and make a point of saying so.... so I must be a troll. You're a crusader but I'm a troll? Either we're both trolls or we're both crusaders..... you pick.

There you go doing the thing you do so well, assuming. I never said it was solely based on email support, their phone support is just as bad. When ever you barely mention DVR they ship you off to their DVR Specialty Group who turns out to be Sony for me, you explain the problem to them and they say that's not a hardware issue that's software, well yes I know that, unfortunately the call screener has no clue. When ever you contact DirecTV regarding a DVR they always think it's hardware, low and behold it could never be something wrong with the software.

No, you are trolling, you have admitted a number of times now in this thread you don't go and look up the facts, you assume things not in evidence, you are not debating the issue, you happen to disagree with my opinion and that is all.

__________________
User: So, how long will the server be down?
SA: Until it's back up (cjb 1994)
SAT-T60 290h TurboNET
SAT-T60 230h TurboNET (x2)
HDVR2 107h
DVR40 (unactivated) (x3)
HR10-250 stock
and ah, a, A55

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willardcpa is offline Old Post 11-26-2003 06:08 AM
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willardcpa
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OK, everybody - "group hug". There doesn't that feel a lot better. Here's the deal. SpankWare, give BlankMan your phone number, and the next time he needs to know who's playing what on the music channels he can call you up and you can look it up for him. BlankMan, since your so into emailing and calling DTV get ahold of em and tell em I want the $20/mo off deal - It'll only be the third time for me.

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BlankMan is offline Old Post 11-26-2003 06:14 AM
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BlankMan
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But at least this thread is staying at the top of the first page for five days now, what more could I ask?

__________________
User: So, how long will the server be down?
SA: Until it's back up (cjb 1994)
SAT-T60 290h TurboNET
SAT-T60 230h TurboNET (x2)
HDVR2 107h
DVR40 (unactivated) (x3)
HR10-250 stock
and ah, a, A55

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crusador is offline Old Post 11-26-2003 07:26 AM
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I know i would ask for it to be removed. enough said. >Spankware< Many of us appreciate your patience with what your trying to prove, but some are just hard headed.

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BlankMan is offline Old Post 11-26-2003 08:02 AM
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BlankMan
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quote:
Originally posted by crusador
I know i would ask for it to be removed. enough said. >Spankware< Many of us appreciate your patience with what your trying to prove, but some are just hard headed.
That's not your choice to make is it? And to resort to name calling, do you realize that is against the Forum rules here? I see you're pretty new so I'll allow for the fact you probably haven't read the rules. And it really doesn't add anything of value to the thread, name calling like that. Hopefully as you become a seasoned member here you will realize that is not necessary or tolerated in most cases.

Getting back to the subject at hand: So crusador you're satisfied with the level of support DirecTV supplies? Were you around for the problem, and did you experience were DTiVo's were getting stuck at 28% while acquiring satellite data, and for months DirecTV denied it? That one was even a sticky in the Forum for a while, may still be, I haven't looked in a while. And have you seen this thread
Favorite channels disappear in TiVo Live Guide
where not only myself but many many other people have been reporting, were reporting long before I did, directly to DirecTV via the phone. It's been around and in 4 releases of the OS's for DTiVo's that I know of, yet DirecTV is still turning a deaf ear to it and not acknowledging it or doing anything to correct it, but two TiVo representatives have acknowledged the problem and basically told us that DirecTV has to fix it. But that's kind of hard for DirecTV to do when they won't acknowledge a problem, wouldn't you say?

So you go ahead, praise DirectTV and their Support Organization, keep believing they are doing one heck of a bang up job. I only hope you never have a real problem that forces you to contact them in hopes they will correct it, in a timely or any other fashion.

<added>

I just looked, that other problem I mentioned DirecTiVos getting stuck acquiring the satellite at 28% is still a sticky but I included the link here for future reference. Here, take a look at this post in that thread where DirecTV told SmootDawg21 he needed to replace his DTiVo. Yep, one heck of a bang up job DirecTV's Support people are doing...

__________________
User: So, how long will the server be down?
SA: Until it's back up (cjb 1994)
SAT-T60 290h TurboNET
SAT-T60 230h TurboNET (x2)
HDVR2 107h
DVR40 (unactivated) (x3)
HR10-250 stock
and ah, a, A55

Last edited by BlankMan on 11-26-2003 at 08:15 AM

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crusador is offline Old Post 11-26-2003 08:28 AM
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crusador
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i do apologize, you have touched a nerve. i do work for dtv as a tivo specialist. i have for almost 2 years. so im a little partial to this subject. i struggle to learn everything i can about advanced products, especially tivo, on my own, and struggle to make sure i can resolve every tivo i come across. i personally rely heavily on TC for that help so i regret to have insulted anyone here. with that i am stepping out of this thread ! ! ! ! !

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crusador is offline Old Post 11-26-2003 08:34 AM
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crusador
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"yet DirecTV is still turning a deaf ear to it and not acknowledging it or doing anything to correct it, but two TiVo representatives have acknowledged the problem and basically told us that DirecTV has to fix it. But that's kind of hard for DirecTV to do when they won't acknowledge a problem, wouldn't you say?"

believe me, problems are acknowledged, we fight for that, but real resolutions take time to be put in place for millions of people

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gsslug is offline Old Post 11-26-2003 08:55 AM
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gsslug
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quote:
[i]So you go ahead, praise DirectTV and their Support Organization, keep believing they are doing one heck of a bang up job. I only hope you never have a real problem that forces you to contact them in hopes they will correct it, in a timely or any other fashion.[/B]


My experience: Last night one of my receivers was only receiving local channels. The other receiver (DirecTivo) was receiving all channels. So I called customer support. An automated system answered, I punched a couple of buttons, and about 10 seconds later a real live person answered. I must admit I was actually suprised I got to a live person that fast. I explained the problem to him and told him I had already tried to reset the receiver. He asked for the number on the card in the receiver and after giving it to him he did something and my other channels became available. Total time from discovery of problem to getting it fixed less than 5 minutes. And no I don't work for DirecTV. This was my second experience with direcTV "phone" support. The other experience was also good. I'm 2 for 2. But maybe I'm just lucky.

DirecTivo is not perfect. All one has to do is look at the volumn of threads (including a couple of my own) asking why DirecTivo is doing this or doesn't do that. Same with the regular receivers. But they keep getting better.

Some "problems" are not problems at all but design features where some person or committee made a conscious decision to make the system work the way it does. I suspect your music information disappearing is such an example of design to prevent burning the screen. You may disagree with it but that does not make it a "problem." At least not for DirecTV. Personally when I listen to music the TV is off. I wish I had time to sit and review the titles and artists for each of the songs as they play.

In the end you have three choices.

1. Switch to Dish or cable.

2. Be a continually frustrated and unhappy person who constantly complains about things that in the final analysis are not all that important in the greater scheme of life.

3. Learn to live with the irritations like your favorites list disappearing occasionally and having to manually bring back your music descriptions. That's what I've done and while I have different "problems" than yours I prefer living with them over the other alternatives.

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BlankMan is offline Old Post 11-26-2003 09:30 AM
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BlankMan
TiVo Forum Special Member

Registered: Mar 2002
Location: WI
Posts: 1438

quote:
Originally posted by gsslug
My experience: Last night one of my receivers was only receiving local channels. The other receiver (DirecTivo) was receiving all channels. So I called customer support. An automated system answered, I punched a couple of buttons, and about 10 seconds later a real live person answered. I must admit I was actually suprised I got to a live person that fast. I explained the problem to him and told him I had already tried to reset the receiver. He asked for the number on the card in the receiver and after giving it to him he did something and my other channels became available. Total time from discovery of problem to getting it fixed less than 5 minutes. And no I don't work for DirecTV. This was my second experience with direcTV "phone" support. The other experience was also good. I'm 2 for 2. But maybe I'm just lucky.

DirecTivo is not perfect. All one has to do is look at the volumn of threads (including a couple of my own) asking why DirecTivo is doing this or doesn't do that. Same with the regular receivers. But they keep getting better.

Some "problems" are not problems at all but design features where some person or committee made a conscious decision to make the system work the way it does. I suspect your music information disappearing is such an example of design to prevent burning the screen. You may disagree with it but that does not make it a "problem." At least not for DirecTV. Personally when I listen to music the TV is off. I wish I had time to sit and review the titles and artists for each of the songs as they play.

In the end you have three choices.

1. Switch to Dish or cable.

2. Be a continually frustrated and unhappy person who constantly complains about things that in the final analysis are not all that important in the greater scheme of life.

3. Learn to live with the irritations like your favorites list disappearing occasionally and having to manually bring back your music descriptions. That's what I've done and while I have different "problems" than yours I prefer living with them over the other alternatives.

It's not so much that you have been lucky, locals disappearing is a rather common occurrence and can be fixed by sending a signal to the receiver and most if not all DirecTV Support people are able to do that. The fact that it is happening in the first place is the root of the problem and it really should not be happening.

If you would have read through the whole thread which I realize you didn't, you would know that I resigned myself to the fact it is probably operating as designed. I do not have my TV on either when listening to the music but you would have known that also if you read through the thread. Whether or not I have the TV on, I still have access to the video and at times I do want to see the title and artist of a particular song I am listening to. I also am not in the same building so I can't just reach for the remote either.

I have stated that the purpose of this thread was not the issue of the screen blanking but of DirecTV's response to "Reboot it" to fix it. I have said this already also, if it was not a problem, if it was operating as designed, why would they tell me to reboot it to fix a nonexistent problem? Doh! I also pointed out that if it was operating as designed it would have been just as easy for DirecTV to explain that in the email instead of telling me to reboot in the email. I keep making this point but it keeps getting over looked, I think I'm explaining it pretty clearly...

I don't understand why everyone is so willing to just grin and bare it. Like the Favorite Channels thing. It's not suppose to do that. I should not have to recreate the Favorite Channels list every week or two, times three machines.

If your car would unexpectedly stop running in the middle of going somewhere every week or two, or would flat out fail to start every third Tuesday when there's a full moon and Venus aligns with Saturn, I highly doubt you'd be very accepting of that. I'd bet you'd want that fixed. Especially if the vehicle is only a couple of years old. But of course you could sell it. There are a lot more makes and models of cars to choose from then there are DTiVo models so we don't have that option really. And even if I did dump my three T60's and replace them with HDVR2's, why should I be expected to fork out at least $300 to eliminate a problem that is caused by software?

So if you want to knuckle under and live with these things fine, I however will try to get them addressed and corrected.

<added>

And one thing I didn't mention. When the DTiVo's loose Favorite Channels they also loose all or most Channels I Receive, which then means that programs that are supposed to be recorded do not get recorded because the DTiVo cannot access the channel. Since a DTiVo's main purpose in life is too record programs, the fact that it doesn't is acceptable to you?? Not me. I suggest you try to understand the issues fully before piping in.

__________________
User: So, how long will the server be down?
SA: Until it's back up (cjb 1994)
SAT-T60 290h TurboNET
SAT-T60 230h TurboNET (x2)
HDVR2 107h
DVR40 (unactivated) (x3)
HR10-250 stock
and ah, a, A55

Last edited by BlankMan on 11-26-2003 at 09:37 AM

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BlankMan is offline Old Post 11-26-2003 01:49 PM
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BlankMan
TiVo Forum Special Member

Registered: Mar 2002
Location: WI
Posts: 1438

quote:
Originally posted by crusador
i do apologize, you have touched a nerve. i do work for dtv as a tivo specialist. i have for almost 2 years. so im a little partial to this subject. i struggle to learn everything i can about advanced products, especially tivo, on my own, and struggle to make sure i can resolve every tivo i come across. i personally rely heavily on TC for that help so i regret to have insulted anyone here. with that i am stepping out of this thread ! ! ! ! !
You've got a lot of balls (politically incorrect compliment) admitting that here in this thread, I respect that. I spend a lot of time here off and on helping people in the Underground and Upgrade Forums myself, I've done a lot of testing and experimentation on improving cooling in Series 1 DTiVo's, and found some tools and methods to salvage recordings on bad disks that are replaced. Then I've shared those results with the people here, I'm not always up on a soapbox.

quote:
Originally posted by crusador
"yet DirecTV is still turning a deaf ear to it and not acknowledging it or doing anything to correct it, but two TiVo representatives have acknowledged the problem and basically told us that DirecTV has to fix it. But that's kind of hard for DirecTV to do when they won't acknowledge a problem, wouldn't you say?"

believe me, problems are acknowledged, we fight for that, but real resolutions take time to be put in place for millions of people

I understand all too well what it takes to to resolve a software issue and distribute it, and it might/might not be easy for DirecTV with DTiVo's. I say might be easier because they can push it directly out, they do not need to send media and have someone install it.

Ok, you say problems are acknowledged, then how about letting the customer(s) know that? Especially the customers that are experiencing the problem? I don't expect a fix tomorrow, tell me you're aware of it and are working on it but you're not sure when the fix can be delivered. That's not too hard. I don't think that's asking too much. But DirecTV stays stone cold silent on the matter which frustrates their customers. That Favorites Channel problem thread has been going for 6 months, there were numerous threads before that going back at least another 6 months. That means this problem has existed for over a year, and as I stated before, through and in 4 software versions. So wouldn't you say that we, the customers, have been pretty patient? Not that we have a real choice though.

Print out my Favorite Channels Thread, and the messages here that mention the TiVo reps that acknowledge the problem, take it and show it to someone at your organization that can get the ball rolling and get it addressed. Let us know it is being addressed. And then stop having your CSR's telling everyone to reboot their TiVo or buy a new one to fix every problem... There are a lot of computer savoy people (more experts then you realize, otherwise there wouldn't be any hacks) on this Forum that know when a reboot can and cannot fix a problem, telling them to do that is close to an insult.

But I'm willing to listen to your recommendation on what I could/should do to get DirecTV to address the Favorite Channels problem so that when people encounter it and they call DirecTV they are told "Yes we're aware of that", not "Reboot it".

__________________
User: So, how long will the server be down?
SA: Until it's back up (cjb 1994)
SAT-T60 290h TurboNET
SAT-T60 230h TurboNET (x2)
HDVR2 107h
DVR40 (unactivated) (x3)
HR10-250 stock
and ah, a, A55

Last edited by BlankMan on 11-26-2003 at 01:57 PM

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JBRET30 is offline Old Post 11-26-2003 02:53 PM
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JBRET30
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Registered: Nov 2003
Location: Boise
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Blankman ---

I am sorry you got such a bad response from the DirecTV Cyber Response Team. There is actually a group of agents that sit and resolve issues via e-mail. I am very suprised thought that they told you to reset your receiver for this situation. Generally, any kind of technical support question is referred to the General Customer Service Number as it is almost impossible to troubleshoot with e-mail.

Your problem seems clear to me, and should of been answered better then it was. I am not overly familiar with the Sony Sat-T60, but I know on other DirecTV receivers there is a "Screen Saver Time Out" option in the system setup or system preferences menu. This allows you to set the amount of time before "Music Choice" channels will just go totally black and discontinue showing information for each song. Try locating this option and setting it to your desired amount of time.

Let me know if this helps or if you can find these options. I will get with some Sony people tomorrow at work and find out if there is anything else out there to help you!

-Bret

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BrettStah is offline Old Post 11-26-2003 05:48 PM
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BrettStah
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There is no such "Screen Saver Time Out" option on DirecTivos.

__________________
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I'd give my right arm to be ambidextrous.

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BlankMan is offline Old Post 11-26-2003 10:43 PM
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BlankMan
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Location: WI
Posts: 1438

quote:
Originally posted by JBRET30
Blankman ---

I am sorry you got such a bad response from the DirecTV Cyber Response Team. There is actually a group of agents that sit and resolve issues via e-mail. I am very suprised thought that they told you to reset your receiver for this situation. Generally, any kind of technical support question is referred to the General Customer Service Number as it is almost impossible to troubleshoot with e-mail.

Your problem seems clear to me, and should of been answered better then it was. I am not overly familiar with the Sony Sat-T60, but I know on other DirecTV receivers there is a "Screen Saver Time Out" option in the system setup or system preferences menu. This allows you to set the amount of time before "Music Choice" channels will just go totally black and discontinue showing information for each song. Try locating this option and setting it to your desired amount of time.

Let me know if this helps or if you can find these options. I will get with some Sony people tomorrow at work and find out if there is anything else out there to help you!

-Bret

Bret (JBRET30) thanks for the response, you sound like you're affiliated with DirecTV. It's not so much the screen blanking, although I would like it to continue for each song since the TV is not on and I do not have to worry about burn in, I understand now why after a period of time it stops. I didn't consider the border of what's displayed burning in and I realize some people may walk away and forget about it, and would probably be upset coming back to screen burnin.

Could you please take a look at this problem though. Favorite channels disappear in TiVo Live Guide This is the one that has been going on for at least a year through 4 software versions. It has been confirmed to be a real problem by TiVo Representatives. This has been another one that many many people who encountered it were told to "Reboot it" to correct the problem. Well rebooting it does not prevent it from reoccurring.

I tend you disagree with you about being able to troubleshoot by email, and this problem is a good example. I posted a lot of information regarding occurrences and any insight I had in that thread. I got a PM from E. Stephen Mack, Director of Service Operations at TiVo, TiVoOpsMgr on this Forum, that said they were able to reproduce the problem in large part due to the information I provided in that thread.

I also work with Oracle support almost on a daily basis and that is done strictly by electronic communication. I have done that with DEC, Compaq and now HP, not to mention many many other hardware and software vendors. It works very well, the problem is documented in writing and any ancillary information that is needed is easily included. I fail to understand why DirecTV Representatives continue to claim this sort of troubleshooting will not work for technical issues? No one has been able to answer that yet.

And as far as the parameter goes, as BrettStah has stated, nothing in My Preferences or in Recorder & Phone Setup.

__________________
User: So, how long will the server be down?
SA: Until it's back up (cjb 1994)
SAT-T60 290h TurboNET
SAT-T60 230h TurboNET (x2)
HDVR2 107h
DVR40 (unactivated) (x3)
HR10-250 stock
and ah, a, A55

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AlphaWolf is offline Old Post 11-26-2003 10:53 PM
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AlphaWolf
Brave yet stupid

Registered: Feb 2002
Location:
Posts: 213

Meh...some of you guys will complain about the smallest of things that don't go your way...

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BlankMan is offline Old Post 11-26-2003 11:35 PM
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BlankMan
TiVo Forum Special Member

Registered: Mar 2002
Location: WI
Posts: 1438

quote:
Originally posted by AlphaWolf
Meh...some of you guys will complain about the smallest of things that don't go your way...
And some of you never understand the point. Read the thread, the issue is not what you tink it is.

__________________
User: So, how long will the server be down?
SA: Until it's back up (cjb 1994)
SAT-T60 290h TurboNET
SAT-T60 230h TurboNET (x2)
HDVR2 107h
DVR40 (unactivated) (x3)
HR10-250 stock
and ah, a, A55

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SteakMan is offline Old Post 11-27-2003 02:22 AM
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SteakMan
TiVo Forum Special Member

Registered: Nov 2001
Location: Chicago
Posts: 765

IBTL!
I'm surprised this is still open. Back to the original topic...

quote:
Originally posted by BlankMan
I have a whole mail folder dedicated to DirecTV and for every problem statement I have sent in the first response has been to Reboot the TiVo and if that doesn't help call in. It is not an automated response it is a person and it is signed by a person.
I don't know if I agree, I think initial e-mails are either read by a rudimentary AI program, or a CSR monkey that is only given a handful of canned responses. Consequently, I think that no one will EVER get a resolution over e-mail. Unless you get the e-mail address of an actual human and they know to expect your message.

If I ever need help for something from D*, I'll probably try an e-mail first, as is my habit, but I won't hold my breath. I'll just accept the fact that I'm going to have to spend some time on the phone.

-SteakMan-

__________________
GXCEB0TD - 69hrs - TurboNet
HDVR2 - 107hrs - BASH over USB/Ethernet

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>>> DirecTV support of DVR's is so laughable, but it's just not funny. <<<

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