Customers reporting problems with DirecTV's TiVo service

DirecTV and TiVo have certainly had their share of problems with each other, but it looks like the relationship has now taken a turn for the worse on the technical level, with ZD Net reporting that customers are encountering widespread problems with their DirecTV with TiVo service. The main complaint appears to center around the Season Pass feature, with numerous customers on DirecTV's forums posting of shows only occasionally being recorded or not being recorded at all, with some also reporting that the problem seems to be getting progressively worse. Those who complained to DirecTV's customer service about the problem say they were told that the company is aware of the issue and that it could take anywhere from one to 30 days to fix it. To appease those missing out on their favorite shows, DirecTV's apparently been offering dissatisfied customers a range of incentives to keep 'em from jumping ship, including discounts off DirecTV with TiVo service and free Showtime for a month. The latest word on the forums, however, is that the problem still appears to be unresolved.

[Thanks, My Surmise]

[Robert @ Jan 16th 2007 6:07AM]

DO NOT GET THEIR DIRECT TV DVR IT IS HORRIBLE

"tuff" it out with your TIVO The DVR is not the same it is crap

[madgalaxy @ Jan 16th 2007 6:22AM]

Hmm, weird. I have 2 DirecTV Tivos and have had no problems!

[spud @ Jan 16th 2007 10:41AM]

I had not really thought anything about it until seeing this post, but our DirectTV Tivo missed recording the 4 Soaps that my wife watches on the weekdays one day last week. At first I thought it was just that they weren't on (Tennis/Presidential speech/etc preempting them) but they were, in fact, on that day. I also checked and there was plenty of space available on the disk.....guess I will pay closer attention from now on.

[Wirelessdeo @ Jan 16th 2007 7:33AM]

I also have 2 DTV TIVOS. One SD and one HD.

I agree that the DTV DVR is junk, i have 2 of them collecting dust. TiVo ROCKS!

[Gary Quiring @ Jan 16th 2007 7:39AM]

The problem is only with the HD HR10-250. DirecTV released a new version of the software a few months ago and clearly left the testing to the customers. The software was loaded with bugs ranging from reboots, audio dropouts, shortened recordings, recording the wrong channel and other issues. The season pass problem is rumored to be a change to the guide data format. But the bottom line is DirecTV customer service is clueless and unless you are a season pass ticket customer they don't give a hoot.

[shawn @ Jan 16th 2007 7:42AM]

as someone who is now outsourced to dtv, i must admit that this is a known issue with tivo specific units. there is a simple remedy that resolves this for more than 90% of affected units, delete your season pass and recreate it.

[shawn @ Jan 16th 2007 7:45AM]

dtv did not release that particular update, all tivo service is handled by tivo, unfortunately dtv has to take the blunt of it because their name is on it as well

[Mike @ Jan 16th 2007 8:09AM]

This is probably a conspiracy to get people to switch to DirecTV's crap DVR.

[James Rainey @ Jan 16th 2007 8:21AM]

This primarily affects users who have High Def version HR10-250 Models. Deleting the Season Pass and recreating it does NOT solve this issue. People (shawn) should spend time researching before posting false information.

DirecTV sent me their HR20-700s (latest & greatest HD DVR) to try and make up for the fact that our HR10-250 keeps rebooting daily. The newer unit suffers from an awful gui, slow menu speed, crashes and reboots. Even after nine software updates to try and get it right, the HR20 is really a DVR nightmare. Dolby Digital recordings lose center channel sound, menu buttons don't respond quickly when pressed.. I could go on, but you get my point.

Lets face it, TIVO is first and foremost the best DVR out there. They own dozens if not hundreds of patents on this technology. The product is solid, well designed, intuitive and it works. Shame on DirecTV for not getting this fix out NOW and for not testing better prior to release.

Final Note: I pay DirecTV, not TIVO. DirecTV needs to pull TIVO back in and provide us with a TIVO option. MPEG4 is not out of the technical grasp of TIVO, just ask them.

[Kichigai Mentat @ Jan 16th 2007 8:57AM]

"Lets face it, TIVO is first and foremost the best DVR out there. They own dozens if not hundreds of patents on this technology. The product is solid, well designed, intuitive and it works."

You've apparently never tried MythTV. While TiVo does have the claim to "first" and patents, Myth has secured high ratings on many people's SAFs (Spouse Acceptance Factors), and is open source. If your DTV box has FireWire out (cable boxes are federally mandated to have them, not sure about satellite boxes), and your current DVR options aren't working, consider giving Myth a shot.

[Evan @ Jan 16th 2007 9:46AM]

"To appease those missing out on their favorite shows"

LOL. You're not missing anything, most shows are still in re-runs while the networks try to stretch a handful of episodes to fill a season. TiVo can record your shows, but it doesn't do a thing about having to wait two months to see a new episode of Lost.

[Steven @ Jan 16th 2007 10:19AM]

My mom started having this problem around Thanksgiving. She called DirecTV and they advised that she delete her season pass and recreate it. They also advised her not to adjust the priority of the recordings as that was the issue causing the season pass feature to not work. Since then she has not had any problems. Sorry to those who are still having problems!

[Mike @ Jan 16th 2007 10:22AM]

I had this very same problem with my DirecTivo a few months back (even before the update). On a whim, I tried doing a complete reset of the device from the menus. (This took hours) It solved all my problems, and it's recording all my shows and has stopped rebooting at will. It even fixed the problem I had with changing season passes taking 5 minutes to save. The only downside is that you have to re-enter your season passes... but it was worth it for me to have it actually working.

[lauralemay @ Jan 16th 2007 11:25AM]

The problem is NOT just with the HD directivos, its across the board (I have it with an ancient series 1). It is not related to a recent software update, as it is affecting Directivos with very old software as well. This is the thread on tivocommommunity.com where they have been discussing it for some time now: http://www.tivocommunity.com/tivo-vb/showthread.php?t=332166&page=1&pp=30

The cause appears to be that log files on the tivo are filling up with errors because DTV is sending some sort of bad guide data to the box. The solution that seems to work right now is simply rebooting the system. Depending on the size of your hard drive and how many season passes/wishlists you have you may need to reboot fairly frequently.

I stopped having the problem once I started rebooting the box every other day or so. The easy way you can tell if you have the problem is to check the todo list and you'll see programs that are marked as "won't record" because "someone in your household has changed the season pass" (or some similar wording).

shawn, if you are tier 1 support at DTV you are operating on old information. Deleting and restoring season passes makes no difference at all.

[BimmerDob @ Jan 16th 2007 11:53AM]

Having both random reboots and missed SeasonPass shows not recorded on my Hughes DirecTV TiVo Series 2.

[Jason @ Jan 16th 2007 12:10PM]

I have the old Tivo DirecTV box and it didn't record a season pass show one week, and dropped recording another show right in the middle of it. Talking to customer support is a good waste of 2 hours.

[Geoff D. @ Jan 16th 2007 12:56PM]

sunuva... I thought I was going crazy! My R10 (standard def. series 2) has been doing all of that, plus giving me guide issues. Pick programs to record said there were no upcoming episodes of 24 and the season pass didn't see them. Had to scroll through the guide and record them manually... Was planning to call today, but it sounds like I'd be better off banging my head against the wall.

[poboxbrian @ Jan 16th 2007 1:34PM]

DVR is now nothing but a problem with DirecTv. After years of being unbelievably happy with DirecTv in every way shape and form, the past few months have been constant frustration. My HD-DVR purchase had to be replaced twice for the remotes wouldn't work, my current one doesn't record about a quarter of the scheduled shows for the unit locks up, I have to reset the unit once a day, and now my Tivo units are acting up. The arrogance of DirecTv to think they could do Tivo as well is turning into the biggest mistake they've ever made.

[mathew @ Jan 16th 2007 1:57PM]

Yup, same problems here with a DirecTiVo R10, not HD.

Started over Christmas--random reboots and season pass shows not being recorded, and if you search for all occurrences of a particular show only a few show up.

This is teh suck. Once my contract is up I'll be considering other options.

[bwperez @ Jan 16th 2007 3:22PM]

Wow. Lots of bad information is being passed around in this discussion. The issue is with ALL DirectTV Tivo DVR's and has nothing to do with the software version (6.2, 6.3, and 3.1.5.) I have 2 SA tivos running 6.2, and 3 HD Tivos running 3.1.5 and 6.3 and they have all exibited the issue. I also called and complained and was advised to remove all season passes and reenter them. This did not fix the issue for very long. After further research on other forums the issue is related to the log files filling the filesystem and that a periodic reboot will keep this from happening. As I understand things the reason the logs started growing has to do with a change in the programing stream from DirectTV which DirectTV has restored to its former configuration since the error messages in the logs are no longer showing up for many users.

My biggest issues with DirectTV are the amount of time it took for them to fix things AND the fact that they told me it was Tivo's fault on the phone. They said it was Tivo's software not theirs! I had to remind them that I purchased the boxes from DirectTV not Tivo and that they are ultimaitly responsible for the product I use to view DirectTV programming.

[Robbbbb @ Jan 16th 2007 4:14PM]

I just got back from a weekend vacation and discovered that my Philips DirecTivo (non-HD, 3 years old) didn't record any of my season passes after sometime on Saturday... doing a Tivo search for the programs resulted in only about 20 shows TOTAL showing up in the search. Pretty much the only way it's usable currently is to do manual recording. And I'm really pissed off that I missed "24".

[Svendawg @ Jan 16th 2007 5:11PM]

As a NEW subscriber to DirectTV (my new place only gets service from DirectTV, originally had Comcast/TWC), what is the best way to ensure that I have a smooth experience with DirectTV for my HD viewing enjoyment?

What is the solution to this crisis with Direct TV DVR glitches? Is there any HD dual-tuner DVR out there that works fine with Direct TV, with no lag or 1-2 minute start up time, etc.?

Thanks for the advice!

[Todd @ Jan 16th 2007 6:47PM]

I have both an HR10-250 HDTiVo and a regular SD DirecTiVo and am not having these problems at all. Once I saw all of the problems going on with the new v6.3 software on the HR10, I unplugged the phone cord and am still at v3.1.5f. It's working just fine. My SD TiVo has v6.2 and I haven't been seeing any problems on it either.

I wish DirecTV/TiVo would get v6.3b straight! I want the new features...

[gt @ Jan 17th 2007 2:25PM]

wow, i thought i was going crazy too. R10 owner here. i know i setup a 24 season pass when it first showed up in the guide after new year's! at 7 sunday night go to make sure, thank goodness, and sure enough, it wasnt going to record and there was no SP! in the past 3 months i've noticed random shows not recording as well, and since then i double check to make sure my must see tv is going to record.

[PreZ @ Jan 24th 2007 7:11AM]

I have a newer tivo and it isnt working at all. when I call support to get them out to fix it they wont respond to me for 2 days. lol check this site out and their info on directv http://prezwho.com/directv.htm

[Jerdawg89145 @ Feb 10th 2007 12:34AM]

Being an ex Advanced Product Technician for Directv , I myself have a faulty R-15 and HR20 as well, I know from personal experience that these items have had issues from well back in Jan 06 for the R-15 and they continue to this day I have friends that still come to me... even after leaving their outsourced technical support company... for assistance and well there are no "fixes" really just software patches to the systems that sometime cause more problems to DVR's that didint have any to start with. The problem is that there are no real fixes for the issuesAfter taking 12 hours worth of phone calls a day 5-6 days a week I heard them all and there was never anything resolved through the "software upgrades" really just quick fixes or in some case things made worse replacing them with "referb" or brand new units well doesnt address the issue either. As they have the faulty operating system as well (no upgrades). and your back in the same situation ... The only advice I can give is to well dont rely on the DVR to work correctly and know that the issue is being addressed but it will be a long raod until the issues are fully fixed ... Just some HONEST and open advice from an exinsider.

[Fae @ Jun 16th 2007 6:32PM]

I ordered direct tv in Oct. 2006, requesting the international package and taking advantage of a special offer which included $100 given to the person(s) who referred me. Several weeks later, they came out and installed the satellite, but before the tech left, I inquired about my international channels. He was not familiar with the request and suggested that I call the toll free number. I called and spoke with a rep. who accused me of lying! She asked why did I allow the tech to proceed with installation if it did not include the international package! As I explained, I am a new home buyer and I am a new customer. She then asked why didn't I have someone to transfer me to the International group for assistance! I explained that I told the rep. what I wanted, he gave me the prices, and stated he would take care of everything. Direct tv promised to send out a tech 2 weeks later but he never showed and did not call to explain otherwise. They promised to send another tech a week later between the hours of 1pm and 5pm. The tech showed up after 7pm but never called to say he was running late. A third promise was made to send out yet another tech and the additional $90 installation fee for the international package would be paid for by direct tv. The tech came and explained that I had to pay up front. I called direct tv, and they agreed. They stated that they would credit my account. None of this was communicated to me. Needless to say, I refused service and just said that I would get over it. I called to make sure the couple who referred me would get their discount. The rep. explained that because of the ongoing issues, she would give the couple a $120 discount, over 6 months, crediting them $20 per month, per bill. She asked that the couple call to confirm. The couple called but direct tv refused. I canceled my service today because of the lack of service and was advised that I must pay $12+ for each month until the official contract expires because I broke the agreement! Yet, they never held up their end of the deal. In addition, I was advised that the couple who referred me will not get their discount. Please tell me what I could have done differently!! Love, Customer Service Shot to Hell!

[Totally Peeved About DirecTV @ Oct 17th 2007 4:57PM]

I called DirectV on 9/25/2007 to inquire how to cancel my service as I found a cheaper bundle deal for my area. I was informed that I would have to pay a cancellation fee of 12.50 per month due to the fact my account had been renewed until July 2008. I asked the customer service professional when and why my contract had been renewed as I had been a customer since 2005, she responded that I had received a service credit in July 2007. I immediately looked at my July and August statement online and informed her that there was no service credit on my invoices. She placed me on hold for 18 minutes to
research the renewal. She again stated that she was not sure why, but in her system it stated that my service had been renewed and that she would need to transfer me to a specialist. After waiting for the specialist for 4 minutes, then explaining the story and answering the same questions for another 3 minutes, more holding for 5 minutes, she informed me that I had accepted a promotional credit in July. I explained to her that the only thing that I recalled accepting as a promotional upgrade was a mailer that stated that I was eligible for a choice of three items and that I choose 12 free pay per view movies. She informed me that that was the promotional that renewed my contract for 1 year. Here is my dilemma:1)At the time that I accepted the 12 free Pay per view movies online I was not informed that I would be required to renew a contract for a year. I have been a customer since 2005 and would not have selected pay per view movies in exchange with being subjected to being in a contract for another year with
DirecTV.2) I was not informed at the time I accepted the 12 Free PPV movies that they were coupons that I had to mail in with my payment. I was not provided this tidbit of information until I went to actually order a pay per view movie and inquired why it was asking for payment information. The customer service person at that time told me that my coupons were in the mail and I would receive them prior to having to pay for the movie on my bill. To date I HAVE NEVER RECEIVED THE COUPONS!!! As such a free movie turns out to be nothing of the sort! More regarding the coupons are I have called over 3 times asking where they are at, each time being told that the situation has been escalated and I will get
them soon. 3) Now I am being told that I am stuck in a contract for a year for accepting something that I never received! How is this fair?! How is this good customer service?! Prior to this fiasco my problems began with the DirecTV
installer coming to my brand new home and punching a whole in the top of the wall and me having to repair it myself,then a DirecTV incorrect relocation install that took 3 months to correct, to the outrageous amount of hold time that I am subjected, and a customer appreciation promo that has turned into a hoax to get me to renew my contract.
DirecTV's response regarding these problems was to give me a $120 service crediton my next bill and 3 months free movie channels. I took it in hopes of riding it out until July atleast not having to pay a bill for the next 3 months. I find out today the $120 service credit that was suppossed to be on my next bill will now be broken up into $10 over the next year...4 months longer than my contract. Again I am obligated to abide by my "commitment" or pay, while they have no intent on keeping thier end of the deal. DIRECTV has got to be the worst company on the face of the planet...

[Elena @ Nov 26th 2007 1:15AM]

I had faced some problems with DIrecTV recently. I was promised a free gift if I sign up for their service. SO me and my husband did, then my husband left to deployment and I was left to deal with redemption process. All I had to do is to fill out the paper, sign it and print out the FIRST copy of my account statement. THis is where all my trouble started. I realised that I can no longer access my account statements online. SO I called to DIrecTv Customer Service and spoke to some lady and she transferred me to the other department saying that they do not directly deal with the online service. O'k i explaned myself once agan and was put on hold after which she said that We currently inrolled with the e-billing with other financial institution. I found it ios being weird since I have the same thing with 10 other companies but I was always able to access my account info on all of their web sites. I mean what do I pay my money for?? I get ebilling with the bank, but why cant I view my info on the DIrectv web site??/ Anyway, My husband called them as well and they promised to send it to me by mail. Guess what?? 2 weeks gone by and nothing came. Getting a little bit frustrated, I called them again, again they tried to get read of me by passing me around to a different department, this wa a point where I got really mad. BY the way it was my 3d attempt. Once again I explained myself to the guy this time and he promised to look into it more closely. HE said sorry bla bla bla and said that I need to file a claim by emailing to Customer Service. BY the way I forgot to state that I have 1 month left to redeam my gift and it is all done via mail system, which works horrible in U.S. (I have being waiting for 2 cards and never got them aether). SO continuing with my story, as pissed as I was already, I filed a claim where in DETAIL explained all my situation to them. Guess what now? THey responded with a stupid email describing the process of assessing my account statements, where I AM PROFICIENT with their web site by now!! I was devastated. So, I emailed them not a very nice email this time, state ting that it is 5th attempt to resolve my problem and nothing is being done. All I needed by the way is one simple statement!!! ANd little time is left. O"k they mailed to me back that they are unable to email it to me (why?? I still do not understand) and that they are going to resolve the problem as soon as they can and hopefully before my time Will run out and promised to contact me by then. I was almost disappointed already, I do not care about my gift anymore (by the way it is a portable DVD player that me and my little son could certainly use) I just wondering how ridiculous it all is. Before I make my final conclusions, I will tell you what happened next. I had accidental went to check the web site that they had renewed in past 2 days and was able for the first time access my statement but it would not let me print it this time, would indicate some script error!!! And here again I was calling them. The woman went to check on my info and said that she can not do anything about it right now but that system shows that they had mailed to me second time the statement last week (They never told me by the way that they mailed it to me, because I would just wait for it first). She said that I should call them next day when they online operations department will be open and that she put into their system the detailes of our with her conversation this way they know whats up. She was the first one to do something for me in fact!!! Something they pay these people for. I am waiting once again on the statement by mail. But the conclusion is this. What is it : bad customer service or Inefficient Information Systems that DirecTv uses in their business? Why the communication between departments is so bad? WHy it took me 7 times to contact them for them finally to start doing something about the situation. If I was not on the contract I would certainly cancel their service. SO I think the effective integration system is necessary to keep all department equally informed about operations so that customers can be responded in timely matter and their problems can be quickly resolved. Informationa TEchnology is a key to great customer service, but employee's intelligence is the essential.