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Who do I call for troubleshooting DirecTV service issues?

You can call either Consolidated Smart Systems or DirecTV for help with troubleshooting. DirecTV MDU Customer Care can be reached at (866) 258-8766. Both of our call centers offer 24/7/365 technical support for DirecTV issues.

DirecTV Self Help:

DirecTV.com is an excellent resource for all your DirecTV questions. Specifically, if you navigate to support.directv.com you will find a list of the most popular questions and links to resources to help get answers to most if not all your DirecTV related questions.

These are some of the most frequently asked questions of our customer service representatives.

I am getting a message or error code on my screen, what does that mean?

This link will take you to the DirecTV website and give you information and troubleshooting steps: DirecTV Support - Error Codes & Messages

The top three error codes are listed below:

721 – Channel Not Purchased

This error might be caused by one of the following situations:

  • The channel you’re trying to watch is not included in your programming package.

  • Your receiver is not processing the programming information on this channel.

Troubleshooting tips can be found at https://support.directv.com/equipment/1647

771 – Searching for Satellite Signal

771 is an error code that means your receiver is having trouble communicating with your satellite dish, which may interrupt your TV signal. Troubleshooting tips can be found at https://support.directv.com/equipment/1609

775 – SWM Communication Issue

This number is an error code that indicates your receiver is having trouble communicating with your satellite dish. As a result, your TV signal may be interrupted. Troubleshooting tips can be found at https://support.directv.com/equipment/4024

“No Signal”

This is not a DirecTV message or code. This indicates that your TV is probably on the wrong input. The quickest way to determine which input the TV should be on is to identify what kind of cable connects the TV to the DirecTV receiver. Depending on the manufacturer and age of your television you may have anywhere from 2 to 10 inputs!

·       HDMI – This is your high definition input.  Your television may have more than one HDMI input.  If so they will be numbered, i.e. HDMI1, HDMI2, HDMI3 etc.

·       TV or ANT – This is for picking up off air signals or signal via a coaxial cable.

·       AV or A/V – Also called Composite.  Your television may have more than one AV input.  They will be numbered, i.e. AV1, AV2, AV3 etc.  Composite cables are normally yellow, red, and white.  One video and two audio cables.  Commonly referred to as RCA cables.

·       Component – Typically there is one Component input.  Component cables are normally green, red, blue, red, and white.  Three video and two audio cables.  There are different colors.

You may even have an input for a computer that is labeled PC, or monitor.  There are others that are less common.  Once you have determined whether it’s using Coaxial, Composite, Component or HDMI, you will need to make sure the TV is set to use that input. The easiest way to do that is to use the remote control that came with the TV itself. There may be a button on it called Input or Source, or it may have a row of buttons for each input type. Press the one you have on your remote and toggle through your inputs till you get the right one. If the DirecTV remote is programmed for your television, you can use the TV Input button to toggle the inputs until you find a picture.  You may need to use the original television remote (the one that came with the television) to change the input. 

What is a central satellite dish system?

Consolidated Smart Systems is a Master System Operator. That means that we install a central satellite dish to provide signal for all the units at a community. There are many factors that will contribute to the design and whether we install one dish for the community or multiple dishes.  The end goal is to limit the number of dishes that are used so that individual dishes are not needed.

What does MDU mean?

Multi Dwelling Unit.  MDU refers to any community where the buildings are housing more than one resident.  Apartment communities, Condominium communities, HOA Communities, high rises.

Why do I have to pay a truck roll fee for service?

Consolidated Smart Systems (CSS) is responsible for the maintenance of our Master Satellite Distribution Systems at communities we service. That makes CSS responsible for all system related and system wide outage repairs. CSS is not responsible for non-system related issues or individual unit or home issues. CSS offers our Smart Care plans to give you peace of mind that you can call us for service and not have to worry about the high cost of truck roll fees.  If we can not fix the issue remotely we will roll a truck to your location to fix the issue whether that is replacing your receiver or simply changing the input on your television. If you do not have one of our Smart Care plans you will have to pay an upfront truck roll fee to have us come and diagnose the issue.  If we find the issue is system related then we will refund the fee after the issue is resolved.

What do I do with the DirecTV equipment?

If you are replacing a receiver or canceling your DIRECTV account, the receivers must be returned to DirecTV. If the equipment is not returned within 21 days from the date the account is changed or canceled, it will result in an equipment charge.

Please note that CSS technicians cannot take used receivers from customers, even if we are the ones performing the replacement.  You are responsible to get equipment returned to DirecTV. DirecTV is a nationally available video service.  It is available in all 50 states. You can continue your service with DirecTV at your next home if they allow satellites to be installed. DirecTV will send a technician out to install a new dish for you at your new home in that case.

How To Return The Equipment?

Go to any FedEx or UPS location with your DirecTV account number.  No need to bring a box or label, the equipment will be boxed up & shipped out at no charge. The process takes less than 5 minutes.

·       Find FedEx Office locations at Fedex.com.

·       Find The UPS Store locations at TheUPSStore.com.

 What doesn't need to be returned?

·       The dish (it belongs to CSS) and any remotes

Tips:

DirecTV encourages you to initiate your return within 10 days to avoid being billed for non-returned equipment while equipment is in transit. Charges may appear 1-2 months if the equipment is not returned timely. Keep the FedEx or UPS receipt with the tracking number!

Billing Or Shipping Issues:

If you are charged for the equipment you have returned or there is not a FedEx or UPS location within 10 miles of you, please call DirecTV directly at (866) 258-8766.