PBS Channel Unavailable

I’d file a BBB complaint regarding your inability to access PBS. If you’ve already gotten into contact with directv along with your local PBS station, that is the most we can recommend for you to do as this is a public forum full of customers just like you.

Error 721 is a subscription authorization issue, not a satellite reception issue. I'm puzzled why DirecTV hasn't been able to fix this for you. Try refreshing your authorization via www.directv.com/refresh 

Thanks but refresh does not help.

What are the models of boxes you have?

Have you tried a red button reset or even unplugging power for a couple minutes?

If www.directv.com/refresh doesn't allow you to refresh the service authorizations yourself, then you need to call DirecTV to do so or perhaps to do a "restart" (option only they have).

Did you call to make any changes around the time this started? I'm willing to bet there's a line item missing like " PBS hd" check your bills from before it happened and since it happened. Csrs don't always catch that

Line item missing, authorization not refreshing correctly, legacy MPEG-2 box, I can see a few reasons for what has happened. Look forward to finding the correct cause so they can get their PBS back.

Also check for any negotiation to be sure: https://www.directv.com/tvpromise/

Is it just the one channel or are any others having this problem?

Thanks. Everything is refreshing with no effect. It is the only channel where this is happening. Customer rep says it shows on her end as a viable channel in the Choice package. PBS says it shows on their end as part of Directv. But when I go to the channel lineup online it is not there -- in any package. Only PBS Kids is listed. I checked my bill and I did remove Starz around the time the PBS channel showed as unavailable. If this is a line item missing, how do I correct it? Also, how do I know if I have a legacy MPEG-2 box and if so, should it be replaced? Thanks very much for your help.

What models are your boxes? That will identify if legacy equipment could be part of the issue.

One box. HD Receiver, Model H25-500

If that is your only box than you are fine. The H25 is an MPEG-4/SD and HD capable receiver.

This is very odd. Assuming line item is on the account and agent did a refresh and a 'restart' of service, then I don't know what could be causing the issue at this point. I might consider a BBB complaint to escalate this to upper management to see if they can track down the cause or at least refer to the right internal IT department to look into this.

Sorry to be so dense, but please clarify what is "line item is on the account" and how I double check to make sure it is on the account.

Similar to how you have line items on your bill, their system has line items of each service you have even if it is not chargeable. So if there was an individual item for PBS (some areas locals were listed separate especially on older accounts) but was removed/deactivated that could be the issue.

The only way to double check is call and hopefully the agent knows how to check it. If you say "cancel" at the voice prompt it may help as retention agents are usually more experienced.

But if that doesn't work, definitely go with the BBB complaint.

Excellent suggestion to say Cancel as the first option. The agent I spoke with was considerably more knowledgeable and understandable than the previous agents. He could not resolve the problem, so he transferred me to a local person to set up a technician to visit. The local person was Barbara, and she was terrific. Very sympathetic, but knowledgeable, with no explanation for why this is happening. Hopefully the technician can resolve. Thanks to all of you for your patience and good advice.

Glad they were a bit more helpful. Sometimes you just need to right agent (by playing agent roulette, lol).

Very confused about the transfer as retention agents can schedule service calls, just like front-end agents. There is no "local" agent as they work out of call centers across the country, not guaranteed to be in the same state as you (might not be possible as not every state has one). And this is an authorization issue so normally a tech wouldn't expect to be able to do anything as is on the service side. Very strange.

Keep an eye for any email confirmations to avoid surprises.

What's your zip code? The channel might no longer be part of your locals package