2 Messages
Service doesn’t work
I have been a loyal customer for over 20 years. I have the service insurance. My tvs continuously give error code 613. I’ve called so many times for help with no resolution. I even called to terminate service and was advised to give it another try. I requested a technician and two days have gone by with no date or time being issued. I am being told my case has to be handled by case management. However no one has contacted me. How do I get this service problem fixed without adding to my frustration. I am beyond mad. I have spent so much time on this that I’m annoyed. DIRECTV must do better.
Juniper
ACE - Expert
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23.1K Messages
2 years ago
Error 613 is a "server" connection problem. Terms used when you have a Genie setup.
What are the exact models of each of your boxes?
Which one(s) get the error?
What troubleshooting have you tried so far?
Has any box been replaced since issue started?
Did anything change before the issue happened?
By "service "insurance" do you mean the Equipment Protection Plan? If so, that is not a good value. It covers service calls ($99), delivery of replacement boxes ($19.95), and remotes ($15). Nobody should need to use it often enough to make it cheaper than one-time costs as needed in the long run. DirecTV also has a 90 day worry free guarantee of work done (install or repair) so they should not charge for a 2nd visit if one is needed in that time.
Also here is their official support page for error 613. Not a lot on it, but referencing just in case: https://www.directv.com/support/satellite/article/KM1002433
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miles0321
2 Messages
2 years ago
I have the genie model with the tower. Equipment was recently replaced a couple of months ago. Error codes exist daily. I just got off the phone for them to troubleshoot. I’m sure it will be down again tomorrow. How can you pay for a service that you have to troubleshoot daily in order to watch. I’m usually on the phone 1-2 hours doing resets and remote log ins.
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litzdog911
ACE - Sage
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46.5K Messages
2 years ago
Probably time to file a BBB complaint.
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shannon02
ACE - Expert
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21.2K Messages
2 years ago
DTV CSRs can only refresh your service authorization, there is no troubleshooting.
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Juniper
ACE - Expert
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23.1K Messages
2 years ago
@miles0321
By "genie model with the tower" is that the HS17? That would be the Genie-2 which IS the tower.
If you have the Genie-2, then all other boxes would be Mini Genie Clients (or possibly the Gemini, but I suspect for you that is unlikely). Whether you have a Genie, Genie Lite, or Genie-2, that main box is the "server" for all the Clients.
If multiple boxes get the error, than the most likely culprit is the HS17 itself which at that point should have a replacement shipped to you. Be aware that recordings do not transfer to the replacement box.
However, if not all the other boxes (or maybe just one) get the error, what are the models of each box and which ones have the issue?
Before any replacement, verify coax is finger tight to all boxes. Also unplug power from all of them (Genie-2 and all the Clients). Give it a few minutes then plug the Genie-2 back in. After a few more minutes power up a Client (preferably a wired one if you have a mix of wired and wireless). If all good, then power up the remaining boxes. Unlike a simple refresh that clears cached memory which allows the boxes to have a fresh connection to each other. It also clears the guide data so that can take a day or 2 to fully populate again.
Also what do you mean "remote log in"? Satellite transmission is one-way so they don't have a way to log into your equipment.
(edited)
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