freezing picture

Model # is   HR23-700

Coax is finger tight

  red button reset and unplugging for a minute or longer is the only way we get the picture working again

If the reset and power cycle only temporarily fix the issue, then that says the box is going out. You will need to call DirecTV for a warranty replacement; $19.95 deliver or covered if you have their optional equipment protection plan. Most likely you'll get an HR24 as long as they have any regular HDDVRs in stock.

Thanks for your help. We’ll call 

A couple of notes so that there are no surprises.

Recordings do not transfer from the DVR as they are encrypted specifically to it. So if freezing is not too often you may wish to catch up on any recordings before the replacement arrives.

Agents normally offer an upgrade as an alternative solution. Depends on your setup if this is something to consider or not. Is the HR23 your only box, or do you have others? If so, what are their model numbers? Best to get guidance from other customers, just to be sure you choose the option that is best for your setup.