Making sure you can see and hear the difference
DIRECTV delivers a clear digital signal for exceptional picture and sound. Our state-of-the-art reception is extremely reliable, day and night. On very rare occasions, severe weather conditions may interrupt a signal for a moment, but the clear and crisp picture and audio you're used to always returns very quickly:
If you see a message on your TV screen that says "Searching for satellite signal. Please stand by." — it may be caused by one of the following situations:
» A signal isn't getting from dish to receiver. This may be a cabling problem.
» Your dish isn't picking up a signal.
» Your receiver is getting a signal but it isn't processing the signal correctly.
» A severe storm has temporarily interfered with the signal.
Here are some basic troubleshooting steps you can try that may resolve the problem immediately:
» Reset your receiver by turning it off and unplugging it. Wait 15 seconds, then plug it back in and turn it on.
» Check all connections on the back of your receiver starting with the SAT-IN connection and make sure they're secure.
» If you can easily see your satellite dish, check to make sure that there is nothing blocking the line of sight from the dish.
Possible causes
» Defective access card.
» Access card is not properly inserted.
Solutions
» If you have not yet activated this access card, call customer service at 425979 to activate it.
» Reset you receiver by turning it off and unplugging it. After 15 seconds, plug it back in and turn it on.
Possible causes
» If the channel is used for a sports event, the event either has not started or is already over.
» Your service may not include this channel.
» We don't transmit programming on this channel.
» If you have a satellite dish with 2, 3 or 5 low noise blockers (LNBs), and you're trying to watch Spanish–language channels or HDTV channels, your receiver may not be set up to receive inputs correctly.
Solutions
» Press the "guide" button on your remote to see if you were tuning to a channel number where we do not carry programming. If it does not appear in the guide, then there is no programming for that particular channel.
» Check the programming schedule in the on-screen guide to see if you are tuning to a sporting event that has ended, or has yet to begin.
» If you have a dish with 2, 3 or 5 LBs, go to your receiver's setup menu to make sure it is configured for inputs from this type of dish.
» Reset your receiver by turning it off and unplugging it. Wait 15 seconds, then plug it back in and turn it on.
Possible causes
» Your receiver has not been activated for DIRECTV® service.
» Your receiver has received only part of the data it needs to decode our satellite signal.
Solutions
» If the channel you are trying to watch is part of the programming package you subscribe to, resetting your receiver can fix the problem.
» Turn off the receiver. Then unplug it from the outlet or power strip.
» Wait 15 seconds, then plug your receiver back in and turn it on.
» If the channel you are trying to watch is part of a subscription that has expired, call 425979.
Possible causes
» The channel may not be included in your programming package.
» Your DIRECTV® Receiver may not have processed the programming information for this channel.
Solutions
» If the channel you are trying to watch is part of your programming package, resetting your receiver can fix the problem.
» Turn off and unplug the receiver.
» After 15 seconds, plug it back in and turn it on.
» If the channel you are trying to watch is not part of your programming package, call 425979.
Possible causes
» Your DIRECTV® Receiver may not have processed the programming information for this channel.
» Your receiver has been unplugged from the power outlet or satellite dish for several weeks and has missed the monthly service renewals.
Solutions
» If the channel you are trying to watch is part of the programming package you subscribe to, resetting your receiver can fix the problem.
» Turn off then unplug the receiver.
» After 15 seconds, plug your receiver back in and turn it on.
» If the channel you are trying to watch is part of a subscription that has expired, call 425979.
Problem
You cannot complete your order and you see this message on your screen: "For ordering information, please call customer service, 425979."
Possible cause
» Your DIRECTV® Receiver may not have processed the programming information for this channel.
Solution
» Reset your receiver by turning it off and unplugging it. Wait 15 seconds, then plug your receiver back in and turn it on.
» Remove the access card from your receiver, and repeat the reset instructions above. Then put the access card back into the receiver.