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DVR glitch floods DirecTV customer service

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Paul Sakuma/AP/File

(Read caption) A DirecTV satellite dish is shown at a home in Palo Alto, Calif., last month. On Tuesday, DirecTV announced it had fixed a glitch that had kept customers from getting their programming, which had flooded DirecTV customer service with calls. Some customers even misspelled the company's name (Direct TV instead of DirecTV) in online searches.

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DirecTV customer service has been barraged with calls Tuesday by customers having problems getting more than a single channel on their receivers.

The problem is related to the high-definition digital video recorders that come with DirecTV systems, according to the company. This morning, DirecTV issued this statement:

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"We are aware of the issues that may be affecting some of our HD DVRs and are currently working to identify the problem and provide our customers with a resolution. We apologize for any inconvenience that this may be causing."

That did little to calm customers, who took to Twitter on Tuesday to air their complaints. Some of them speculated that it had been caused by a software upgrade Monday night, but the company has not confirmed that.

"On hold with Directv, trying to figure out why one of our two DVR's does not work. I've been on hold for 40 minutes," wrote one Twitter user.
DirecTV, which also has a presence on Twitter, has been advising customers to perform a standard reset of their systems.

If your system isn't working, the company advises unplugging the united from the wall, waiting 15 seconds, replugging the system. Then repeat that process.
Some DirecTV customers reported on Twitter that the process had worked. Others said it hadn't and hadn't been able to reach DirecTV customer service.

The phone number is 800-531-5000.

The glitch comes just one day after the company launched a national ad campaign to promote its Whole-Home DVR service, which gives customers a virtual HD DVR in any room of their home.


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