After an update to our R15-500 DVR unit on August 2, the unit started responding very slow to channel changes and guide access. The unit became progressively worse, and would lock up or freeze and had to be reset to regain usage.
After several days of this problem, we contacted DirecTV customer support. We were told after waiting on hold, and pushing the issue, that they were aware of this problem, and that is was related to an update, and that it was being resolved. Prior to our phone call to to customer service, we checked the DirecTV website and did not find any reference in the troubleshooting.
After continued problems and another week, now also being unable to record any programs, we again contacted customer service, and were told they were still working on the problem. We asked why no notification was put on the website to notify customers of this issues. Customer service said that they would get it on the website (which they to date have not done). We explained to them that the delay and reset issues were getting worse. They assured that the issue would be resolved soon.
An update was done again on August 30, and intially looked as if they had fixed the problem. But again, it locked up requiring a reset. This time, we are unable to come back out of a reset. Reset after reset and we can't get the box back. Directv was again contacted and this time, stated that they would replace the unit. We are awaiting replacement of the unit.
The issue remains that several blogs show that other DirecTV customers are battling this issue. The issue according to blogs is ongoing started in August and is continuing for many. And again, to date, nothing on the DirecTV website addressing this issue.
With DirecTV, looks like all customers need to be a sqeaky wheel to get decent customer service.
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