Contributor
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8 Messages
DirecTV Gemini is unwatchable with all the buffering and errors
I'm about to give up. I got DirecTV 3 months ago (mostly because I wanted the AT&T fiber internet service). Anyway, it's been a nightmare ever since. Multiple support calls, replaced the receiver, rebooted everything so many times, I've lost count. Here's my typical experience
- Turn on TV (TCL Roku) and go to the channel guide - wait 2-3 minutes for the guide screen to fill in
- Pick a channel like NBC or Fox and wait 2-3 minutes for the channel to load. Usually, I get some error screens during all this waiting. Sometimes it will ask if I want to run network diagnostics - when I do, it will take 2-3 minutes and then come back to tell me that my network connection is strong. This usually followed by a few more attempts to view the channel, cycle through error screens, reset the DirecTV device.
- After 5 or so minutes, I might get the channel streaming, but will get buffering and error screens all the time. One of my favorites is "We're aware of the issue and are working to resolve it." If you believe that one, I've got some swamp land I want to sell you.
- I just made my 10th or 15th call to tech support (all they ever do is tell me to reset the device). This time, they escalated me to the "back office" and said they'll work on it and call me back in an hour - that was 2.5 hours ago.
- It's just as bad if I try to watch on an app like AppleTV or Prime.
I don't know if other customers have similar experiences, but I'm ready to cancel and go back to Xfinity. This is unwatchable - I don't know how these guys stay in business.
GTyz
New Member
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312 Messages
2 months ago
Having the same experience on different devices indicates something unrelated to the device itself but the network setup. (It's just as bad if I try to watch on an app like AppleTV or Prime.) - it is known that AT&T's internet has some challenges (I assume you have done basic network troubleshooting, but if not, read below)
Suggestions:
- Restart all network devices (Residential Gateway, WiFi extenders, etc.)
- Remove all possible points of failure (switches)
- Make sure to check if you have the latest and greatest firmware on the RG itself - several customers have reported these kinds of issues, and in the end, it turns out to be an issue on the firmware side of the house
(edited)
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bcbsncjlj
ACE - Expert
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6.2K Messages
2 months ago
How does it perform using the app for Roku instead of the Gemini?
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mikedavison
Contributor
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8 Messages
2 months ago
Roku works fine. DIRECTV on my phone is also fine. I think Gemini is flaky
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bcbsncjlj
ACE - Expert
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6.2K Messages
2 months ago
Been lots of negative posts on the device although many have good experiences.
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GTyz
New Member
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312 Messages
2 months ago
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mikedavison
Contributor
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8 Messages
2 months ago
If it’s a network issue, with my network, why does the diagnostic say my network is strong?
I don’t know how to check my firmware but I have done all the other troubleshooting you suggested. AT&T sold me both the network and the DIRECTV service so whichever is failing , I’m feel like it’s the same company that has let me down.
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mikedavison
Contributor
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8 Messages
2 months ago
I have 3 devices and know there are issues on 2 out of 3. The third one is in a guest room and I don’t know how it’s doing
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mikedavison
Contributor
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8 Messages
2 months ago
@GTyz You said as an additional step, I should disable any FW rules and disable IPv6 - is this on my RG or on the Gemini configuration?
Also, any suggestions on how to check if the AT&T gateway has the latest firmware?
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GTyz
New Member
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312 Messages
2 months ago
You can always give AT&T a call, I'm sure they will help. Even though you got your service together, DTV and AT&T are two separate companies (been like that for more than 2 years now).
Not familiar with the update process on the AT&T side, but there's a lot of info on the web. Example:
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