Can anybody else access the Manage Equipment link on the website?

Hello @John5 , thank you for reaching out. We want our customers to have a seamless virtual experience.

You can try logging into another device and clearing cache/cookies to optimize the performance of the website, you can also try to log into the DIRECTV App in mobile devices. Please let me know if you have tried these options to find the right resolution for you.

We're here to help.

Fernando, DIRECTV Community Specialist

@DIRECTVhelp thanks.  I cleared all cookies and tried from 3 different Windows Desktop computers and that page will not load.

This is the link to the manage equipment page:

https://www.directv.com/accounts/satellite/equipments

It is referenced in the support document telling you how to refresh your receivers.

This page simply does not load for me.  Also tried from DTV android phone app.  Disabled Windows antivirus app.  Tried both Chrome  and Microsoft Edge Browsers.

Does it load for any other customer?

If you need to refresh the boxes, you can try the direct link to the option: www.directv.com/refresh 

Otherwise, over the phone they can refresh for you. Though what problem are you having where you are trying to refresh?

Thank you @Juniper but I'm not actually trying to refresh my receivers.  I just referenced that support page and the actual link to let people know exactly what web page I'm talking about.  I don't recall, but I think there were other equipment options on that page, like purchasing additional receivers for example.

Are you saying that page works for you?  I realize this is a customer community, so I was asking if any other customers can actually get to that page or is it just me?  I realize nobody in this forum will actually fix the problem.

If it's just me that's broken, how can I get DTV to fix my account?  I asked and was told it was affecting everybody.  If that's going to be their response and it's not true then that really stinks.

Thanks again.

The page loads for me. However, I only have the option to add receivers but not upgrade exising ones. And the free upgrade option that I would absolutely have (since it is well over 24 months since my last upgrade) is not showing.

I suspect functionality is limited with the new co-owner managing the service. If normal troubleshooting doesn't fix (clear cache/cookies and then close all browser windows/tabs, try another browser, etc.) then calling is the option.

If you are looking to get new equipment, I would get guidance first. The "purchase" is the one-time lease cost, not purchase to own. If it has been over 24 months since your last upgrade you should have a free one available. And some agents are not familiar with anything but the latest (and certainly not greatest) options so might not suggest what is best for you personally. What models are each of your boxes and what exatcly are you trying to gain from an upgrade?

The page loads for me. However, I only have the option to add receivers but not upgrade exising ones. And the free upgrade option that I would absolutely have (since it is well over 24 months since my last upgrade) is not showing.

@Juniper this answers my question - other customers can access the equipment page but I can't.  Thanks.

What models are each of your boxes and what exatcly are you trying to gain from an upgrade?

We have a HR54 Genie and four C41 clients.  For the last year there is one room where the commands from the remote control to the C41 will be delayed.  Example, I press Guide button and nothing happens.  10 seconds later Guide pops up.  So the click is being received by the C41 but it's taking 10 seconds to execute the click.  I swapped out everything - the box, cables to the SWM, HDMI, TV, remote, power adapter, different port on the SWM, etc.

Problem is intermittent.  I can live with it if I have to but thought maybe new hardware would solve.

DTV said they would send me new hardware for the entire house (for free, which is nice) but then the tech never showed up (twice).  They were also going to install the Genie 2 and I don't think I want that.  I'd like a new HR54 and clients.  Don't they have HR54 v2 or v3 by now?  I am pretty sure I have v1.  Last upgrade was 4 years ago.  I do not have protection plan.

I suspect my equipment page won't load because of the order for a new system (the Genie 2) and it not being installed yet.

Having an open order makes sense it would not load the page while updates are being made. Ideally it would show existing and pending, but I guess the page just doesn't want to.

The HR54 is the 3rd generation Genie. Technically there is a revised version (HR54R1), but it removes the eSATA port (so doesn't support an external hard drive) and casing is is of lower quality, assumingly to save costs.

The Genie-2 was the newest as goes to a Client only setup. They wanted a one-size-fits-all build. I am very against a restrictive setup that denies customer freedom.

As you have four Clients, that is more than the regular Genie can use at one time. It is not unheard of for to get delays when you reach the max number of Clients or exceede it. I personally would suggest a HDDVR instead of one of the Clients. That way you get more tuners and recording space, and not only can it work at the same time but it doesn't rely on the main Genie to work (which helps take load off for your other boxes). Still shares recordings with the others. No difference in monthly cost as you allready have all the receiver services.

You would have to contact DirecTV and see if you could order an HDDVR. But many have reported they are no longer availble. Though as mentioned, I still see them when I log in online so perhaps it only shows regional stock and not nationwide. Alternatively you could get an HDDVR through an authorized retailer, such as Solid Signal, but it would be at the one-time least cost of $199 (or perhaps higher if they are adjusting for dwindling stock).

The 2nd/3rd generation Genie (HR44/HR54) hit the sweet spot for capability and compatibility with other boxes. The only limitation is the HR54 only supports a single 4K Client, but as 4K is in the early days that is not too concerning. What is really needed is a newer model of HDDVR to surpass the HR24 (perhaps a HR25?, that is just my musing). It would need to be SWM-only (like the Genies and H25), not backwards compatible with the older multiswitch, to be optimized for setups going forward (plus using the newer GUI software putting all boxes on the same page). Nothing has been heard from the new co-owner regarding equipment direction or innovation, so still waiting to see what they are going to do.

Glad to hear everything is up and running again. Enjoy!

Glad the page is working. Hopefully that means everything else is starting to smooth out with the website migration.

Reduced from 4 down to 2 Clients? No more conflicts with those tuners, plus saving $14 a month.

Very pleased you had a good customer support experienced. That is something I was wanting to improve with the new co-owner taking the reins.

I am having same issues as original poster. I can't see my equipment on the website. When I click to Manage my Equipment, it just spins and never loads the page. I have cleared cache, history, etc. and tried accessing from my mobile device, to no avail. Help!

Fixed! I called to have a box removed that we weren't using, and the site suddenly started working!

@WVUSherri 

Glad it is fixed. Sounds like the box removal forced an update on the info the website was pulling for the equipment.

That is how mine got fixed too.  Removed 2 boxes from my account that I didn't need and suddenly the website started working again.