Separate names with a comma.
Discussion in 'DirecTV TiVo Powered PVRs & Receivers' started by unixadm, Jul 3, 2004.
oh, by they way, my failure was on a unit made in USA April 28 2004
Well the other message was from when I finally found the number.
My original time was 1:20... I called 3 times before that over a half an hour each time but had to drop.
So again, thanks to the member who posted the number in the other thread.
My first HR10-250 died last week after about a month and a half. They shipped out a replacement, which I received yesterday and the HDMI didn't work at all right out of the box. The way the box looked after arriving from Fedex, I'm not surprised it didn't work.
I called the second tier service number to activate and got a totally clueless CSR. When I told her my HDMI connection wasn't working, she asked me if I was using the red, green and blue cables. Aaaaarrrgh! I knew I was in for a long, painful ride. Little did I know what was to come.
As clueless as she was, she knew enough to pass me on to someone else. The next guy at least put in an order for another replacement right away. How much did he know about HDTV? Only slightly more than the other CSR. When he had me plug in the component connections to see if the box worked at all, I had to tell him that the HDMI connection had to be removed before the component would kick in. "Oh, yeah, that's right" he said, trying to cover his lack of knowledge.
Now comes the best part. He asks if I have a picture. I say yes. I hear him start typing. Then nothing but background noise. I figure he's working on the order for the replacement, so I settle in front of the PC and start playing poker while I'm waiting. Still nothing but background noise. How long can this possibly take? After 15-20 minutes (no kidding) I ask how much longer this is going to take.
"Oh, you're done," he replies.
"What? You've got to be kidding me! When were planning on speaking to me?"
No confirmation number for my replacement and he didn't even activate the new box so I could at least watch it through the component connection until the next replacement arrived. He insisted I was activated, which I wasn't. He hadn't asked for my card number, serial number or any other activation info. Time to speak to the supervisor. After several minutes on hold, I'm disconnected. I call back, get a supervisor who knows wtf he's talking about and get everything done. He researches the history of my previous call and it turns out the first CSR was logged into the wrong computer profile and wasn't qualified to answer a tier two service call and neither was the idiot she transferred me to.
I did get the supervisor to admit that they were having extensive HDMI problems with these units (really!?!) and that their people were working feverishly to correct the problem. He also said that there should be no problem with the new unit. So the HDMI problem will be solved by the time my unit ships tomorrow, I think to myself, but don't say anything. We'll see what happens with the new unit.
I know this is slightly off-topic, but it is related to DTV support. I'm a former Pegasus customer that they begged to switch to them for better service. HaHaHa! Service was great with Pegasus. Now, Pegasus customers can only order PPV movies over the phone. Ive used it three times. First time, they said the order was done, but the movie never started; when I called back the office was closed! Second time, okay, after 20 mintue hold. Third time, 40 minutes hold, which casued me to miss the movie!
CSRs are understanding and say DTV isn't very concerned about getting Pegasus records integrated into their PPV ordering system soon. Guess they are too busy replacing HR10's!
An, oh, my HR10 HDMI never worked either. Not buying a new one until I hear they have fixed the problem, or until a competitor comes out with one.
Can't you order with your remote?
Huh. The 2nd-tier CSR last night wasn't as optimistic, but he admitted he hadn't been briefed on the latest happenings. There are apparently customers who've gone through 4 or 5 of these boxes and still don't have a functional HDMI port.
I have contacted DTV for dead HDMI's, and both of the replacement units they've sent are dead right out of the box. I dont know what to make of this, I haven't even called to activate the one that showed up yesterday. I see no point to replace a bad unit with another with the same problem. So as for me i'll be going on number four. Sheesh.
Same problem here. I had an HLP5063 for a couple of months that I returned for 52" D-ILA. Within a days of hooking up the JVC my Tivo's HDMI started acting up. I thought it was just coincidence since so many were having the HDMI issues. Had a replacement sent out and it reacted the same way. Had a second replacement sent out and it definitely had an HDMI issue since I was getting the solarized picture and it would react to pushing on top of the box and wiggling the cable. Sent that box back and kept the second one hooked up via component. At first I still thought it had to be the Tivo since the box seemed to be locked up when it lost the HDMI connection and would not respond to the remote or buttons on the front panel. I called JVC about another concern with my D-ILA (greenish glow in lower corner). I also mentioned the Tivo HDMI problem that seemed to coincide with the D-ILA purchase. Believe it or not JVC flew an Engineer from San Diego to Denver to look at my set. The Engineer said that the HDMI issue is being looked at and they have an HD TIVO in Japan that they are testing as we speak. They are replacing my set this week. I plan on keeping the Tivo hooked up via component and using the HDMI for a Denon 1910 but I would also like to know if I need to get a new Tivo once the HDMI issue is corrected. At this point I guess we still do not know for sure if it is related to the set but it seems like a strong possibility. Sorry for the long post!
I know I'm gonna regret doing this, but . . . my replacement HR10-250, made in Mexico, has been going strong now for 30 days. The first one was DOA. I sure hope I'm not ginxing myself! (Knock on wood, pinch of salt, rabbit's foot, crossed fingers, is there anything I'm leaving out?)
The JVC website has a FAQ under Service and Support... here is what they say for the DILA TVs:
Q. My television shows snow, lines and sometimes no picture when I connect the TV to my set top box via HDMI.
A. There might be a compatibility issue when using certain HDMI equipped sources. To remedy this situation, a relatively simple update to the HDILA TV set is available. As the update requires installation of a component, it is highly recommended that the update be performed only by a qualified professional from a JVC authorized service center. To obtain the name of your nearest JVC HDILA authorized service center, please call (800) 252-5722 or click on the Service Center Locator tab.
I am going to try this
I received a replacement HR10-250 from DirecTv yesterday (shipped by second day air, not overnight as committed to in their support agreement, but anyway). Within 2 hours of installation, video from the HDMI port started to pixelate and then display the dreaded pink-hughed picture. Toggling resolution did not help. Further, the unit started to emanate a high-frequency whine - drove the dog out of the TV room, which is a first. The whine sounds to me like a hard-disk about to crash.
I brought the unit out of standby this morning only to find the HDMI port completely dead and the whine even louder.
So, I called the good folk at DirecTv, and they wanted to step through the whole trouble-shooting procedure. Finally, they agreed that I might have a defective unit, but insisted that they could not send more then one replacement unit within a ninety-day period. So, we went through the support agreement and they finally agreed that no such limitations exist - and set up a shipment for a second replacement unit (holding breath). And so it goes.
I started this process at 0600 this morning and finally hung up the phone at 0930 - what a way to run a railroad.
i have no idea if the problem is in the TiVo or in my JVC TV... it is clear the problem is only with HDMI output. There are the arguments for the problem being with both units:
DirecTV HD TIVO arguments:
- the problem is corrected with a simple unplug/reboot
- when the problem is occuring, if i switch to component cables and try to press some buttons, the TiVo box freezes up
JVC DILA TV arguments:
- the problem only occurs when turning on the TV for the first time... it never just goes out on me while I am watching programing
Is anybody more technical than me that could possibly explain this? If there is a compatibility problem between the two units, could it cause both units to behave strangly like this??
Well, I've saved up enough to get the new receiver, but after this thread, I'm not sure I really want to deal with it. But I really really want my HD NFL!
I just talked to a guy at JVC. He said the problem is likely a compatibility issue with the TV set, NOT a problem with my DirecTV HD TiVo box. JVC posts right on their website that there are known compatibility issues with HDMI devices .. .and this is one box that they are having a lot of problems with. A simple hardware fix on one of the boards on the TV set will likely remedy the problem.
I think the reason people are having multiple problems with multiple HD TiVos is because it is NOT THE BOX THAT IS THE PROBLEM... many TVs probably are the source of the issue. And since 90% of people buying these new HDMI TVs are using the HD TiVo box, it tends to get blamed on the receiver. Instead of looking to see who is having problems with boxes produced in Mexico or US, or the dates... we should post a poll asking what model of TV people are using that are having problems.
[snip] I think the reason people are having multiple problems with multiple HD TiVos is because it is NOT THE BOX THAT IS THE PROBLEM... [/B][/QUOTE]
Your observation maybe correct in some instances, but with my installation, the display's HDMI interface and cable work perfectly with three other manufacturers' products connected to it, but does not work with either of the two HR10-250 units I have tried to date. This would tend to indicate that display's HDMI interface is functioning correctly. Further, the problem grows worse over time and can be corrected for a short period of time by replacing the HR10-250, which again would indicate that the HR10-250 is the culprit
I just got mine and hooked it up to my new Sony KF-60WE610. First day the HDMI picture looke like what your computer looks like in safe mode. Basic colors. Now I get no picture. Works fine with component outputs.
I purchased online from Circuit City. They told me to call Direct TV. I talked to Direct TV for 1 1/2 hours today. Got to the second service level and they first said they never heard of this problem. After telling them I know they have had issues I was placed on hold for about 10 minutes. They came back and said there is an issue with the chip on the board coming loose during shipping. Said I had to go to Circuit City. I'll go there tomorrow and see what I kind of help I can get.
Does anyone else have my model TV to confirm if the HDMI should work?
I have a Sony KF-42WE610 (same thing, only 42" instead of 60"). My HDMI worked great for the first 3-4 weeks then died, so yes, it should work fine w/your TV if the HDTivo is functioning properly.
I've got the 50" version, and it works fine.
Again, symptoms of an HDMI failure are:
b) Pink saturation w/ solarization
c) Blanking/snow with (a) and/or (b)
Just blanking/snow does not indicate an HDMI failure. It might be one, but the actual failures show symptoms of (a) and (b) first. If you don't see this, it's possibly a cable problem, or something similar to the JVC TV compatibility problem noted above.
Well, went to Curcuit City today. Explained my bad HDMI. Because it is within 30 days they said sure bring it in and get a new one. Of course they don't have the box in the store so it has to be shipped. I'll let you know how the second box works.
Glad to hear there are other people with my tv model that the box works on.
After reading this forum, I insisted on a replacement from DirecTV and they FedEx-ed a refurbed unit, twice. I have two HR10-250s and so far I've had 2 DOA HDMI on arrival and 1 dead (wouldn't power up) after a month. I still need to send my last one back for the bad HDMI, but that makes 5 HD Tivos to get 2 good ones. I have a Mitsubishi 52" DLP and a 50" Pioneer Elite HD-1110 Plasma. If I didn't have multiple HDMI capable TVs and two DVRs, I don't know how I would have ever isolated this. I can't believe after all this that they are still shipping replacement units with bad HDMI outputs.