Frequently Asked Questions

With DIRECTV’s Smart Search, finding exactly what you’re looking for on TV is faster and easier tan ever. Smart Search allows you to find programming in connection with the Program Guide, based on keywords. It gives search results instantly as you enter the first letter of the title of the show you want to find.

1. Click the MENU button on your remote, and then select SEARCH.
2. Select SEARCH to find the subject, channel, actor, title or the recent search ítem you're looking for.
3. Use your arrow buttons to navigate the letters on the letter pad, enter the title you're looking for and a list of related programming will be displayed.
4. Use your arrow buttons to navigate and press SELECT to choose your desired show.

To buy a Pay-Per-View, a special event, a Sport Package or to upgrade your programming, call Customer Service at 787-776-5252.

Yes, you can configure your Parental Controls as needed.

• First, it is important that you keep in mind some general observations for using your DIRECTV remote control:
• · To navigate you must use the black arrows located around the SELECT button.
• · Whenever you want to select an option that has been highlighted on your screen, you must press the SELECT button.
• · If at any time you choose an option by mistake, you must use the BACK button to return to the previous menu.

Steps to follow:

• STEP 1 - View settings and set password
• 1) Press the MENU button on your DIRECTV remote.
• 2) A Menu will appear on your TV screen, with the ARROWS on your DIRECTV remote control, look for the Settings & Help option and press the SELECT button on the controller.
• 3) In the new list, highlight the Parental Controls option using the ARROWS on the remote control and press the SELECT button again.
• 4) A new menu will appear with the current status of your parental control settings, to read all your status information, press the RIGHT ARROW and navigate using the CHAN button (+ and -).
• 5) In the left menu, select the Lock Now option. A new screen will appear for your to set a 4-digit password. Enter it 2 times. You will need this password every time you want to make a change to your parental restrictions. Take note of the password and keep it in a safe place. Once the last number has been entered, the program is locked.

• STEP 2 - Set up parental controls
• 1) Press the MENU button on your DIRECTV remote.
• 2) Navigate (with the ARROW buttons) and select (with the SELECT button) the Settings & Help option.
• 3) Navigate (with the ARROW buttons) and select (with the SELECT button) the Parental Control option.
• 4) Navigate through the menu that appears on the screen where you will have the options of:
  Unlock
  Rating Limits
  Adult Channels
  Channel Block
  Spending Limits
  Viewing Hours
  Done
• 5) When you finish customizing your preferences, select the Finish option.
• 6) Every time you want to reconfigure your parental controls, follow the procedure again.

The satellite retransmits the digital signal to the parabolic antenna installed in your home. This digital signal uses the same language as computers, ceros and ones. Due to the signal's simplicity and how easy is for the receiver to read it, the quality of the image and audio you get with DIRECTV is equivalent the original version of the program. DIRECTV provides the best quality of signal available today; with laser disc clarity and neatness and the purity compact disc audio. Another digital transmission advantage is interference scarceness; it is not affected as a great deal as other types of transmission are. This technology eliminates the common blurry white lines on the screen so often experienced by cable transmissions.

Yes, DIRECTV passes through any local Emergency Alert System (EAS) messages that are broadcast on the main local station networks. However, these local EAS messages will not be available on all DIRECTV channels.

When cancelling your DIRECTV account, you do not need to return the equipment, however, if you prefer to recycle it, you can do by delivering it to the DIRECTV Warehouse after 11 days of the cancellation being processed.

This is the equipment that you can recycle:

Almacén DIRECTV - Trujillo Alto
Carr. 8860, KM 0.4
Bo. Las Cuevas, Sector Matienzo
Trujillo Alto, PR 00979
Monday to Friday: 8:00 am to 11:00 a.m and 1:30 pm to 3:30 p.m.
*Not available on Holidays.

DIRECTV Plus DVR is a service that allows you to enjoy TV in a totally different way. It's a modern digital recording system that gives you control of your television. With it you can:

• Pause Live TV
• Rewind Live TV
• Record with just the click of a button
• Store up to 100 hours of programming
• Build your own video library

To subscribe and learn more about DIRECTV Plus™ DVR requirements please call 787-776-5252.

The DVR records complete shows, not segments; unless you just have changed the receiver to that channel. In all such instances, the DVR records the show from that segment on. When you click the REC button, the system starts recording the show you are watching. The control bar will show up indicating the Record icon “R” and will also indicate in orange the stored portion of the show.

You can use the Programming Guide to schedule future recordings. Highlight the desire show and click once on the REC button to set the recording. For series, click twice the REC button to record all episodes.

DVR Scheduler will allow you to schedule the recording, however a message will be displayed letting you know that the channel/programming selected is not available and subscription is required.

The DIRECTV Plus™ DVR receiver allows you to record up to 2 programs at once while watching a third one previously recorded.

Press List on your remote to watch your recorded programs.

Equipment required: Model: L-16. Manufacturer: Phillips/ Thompson

Some of the steps you can follow:

• Step 1: Take out the batteries.
• Step 2: Clean the contacts.
• Step 3: Without inserting the batteries, press any key for a minute.
• Step 4: Insert the batteries.
• Step 5: Follow instructions according to the remote control you own:

Thomson:

Press the key that indicates the equipment you want to program (ex. TV, VCR, or SAT) and the corresponding code according to the equipment you are programming simultaneously.

Hughes:

Press the key that indicates the equipment you want to program (ex. TV, VCR, or SAT) and the Mute key simultaneously. Once the light of the remote control is on, press the code that corresponds to the equipment you are programming.

Baby Thomson:

Press and release the SAT key once. Then press and maintain the SET key pressed until the red light turns on and turns off twice. Then press the 4-digit code.

• Step 6: Press the ON-OFF key to verify that it turns on-off the receiver you are Programming.
• Step 7: Press the SAT key to manage your receiver options.

*If this process does not work with the current batteries, replace for new batteries and proceed to re-program the remote control. If these two options do not work, call our Customer Service Center.

If you are experiencing image or audio problems, please check that the receiver cables are properly connected. Otherwise, disconnect and reconnect them.

To RESET the receiver

There are two ways to RESET your equipment:

• RESET according to your type of equipment:

· To RESET the HUGHES Receiver:
Press the POWER key on the receiver and the arrow down; or with your remote control just press the ACTION/POWER keys.

· To RESET the THOMSON Receiver/Box:
Press the arrow to the right and then up for 3 seconds.

• Disconnect / Reconnect:

Disconnect the receiver from the electricity plug and reconnect it.

If the TV screen is blue, green, black, or any other color:

Step 1: VerifiCheck the cables behind your receiver for proper connection. To fix this type of problem you should RESET the equipment (please see above to how to reset the receiver).

Step 2: After resetting the receiver, please wait a few seconds until the ON/STAND BY key starts flashing.

Step 3: Turn on the receiver with your remote control by pressing SAT or directly from the receiver with the ON/STANDBY key.

Step 4: PPress the CLEAR key in the remote control to go to the OPENING CONFIGURATION screen and wait a few seconds until the Programming Guide shows up.

Step 5: EPick the channel you want to watch and then press MENU-SELECT. If the problem continues, call our Customer Service Center.

Pixellation:

Your signal might be temporary blocked. You should RESET the system.

Vertical Lines:

Your signal might be temporary blocked. You should RESET the system. If this does not work, make sure the cables are properly connected.

Black Screen:

Equipment might be off, disconnected from the electrical outlet, blocked. If it is blocked you should RESET.

Black Screen in some channels:

It is probably a technical malfunction; please call our Customer Service Center.

"Snow Effect" Image:

Check connection cables. Please disconnect and re-connect them if necessary.

Green Light does not turn ON:

Check the receiver for correct connection to an electrical outlet. If the problem continues, call our Customer Service Center.

Black and White Programming Images:

· On your receiver, please press the right arrow and menu keys. If this is the problem, it should automatically switch to a color screen.

· Press Menu, then select OPTIONS, FORMAT, and then choose the NTSC option.

Because we know that accidents can happen, with DIRECTV you can be protected. Get the DIRECTV Service Plan and enjoy these benefits for just $5.49 a month:
• Technical Service
• Receiver Relocation
• Replacement of equipment (boxes, remote control, smart card)

To get the DIRECTV Service Plan, contact us at 787-776-5252 or write to us at servicio@directvpr.com.

Message: “Software Downloading”

· If it is the first time, you should press OK to complete the update.

· Should you have had downloads in the past, please contact our Customer Service Center.

Message: "For more information about purchases call Customer Service ext. 732 or 734”

· This message indicates that the memory card for purchasing Pay Per View services has come to its limit, that your receiver is not connected to a telephone line, or that the purchasing feature has been deactivated.

Message: “For more information about purchases call Customer Service ext. 721 or 722”

· This message appears when your have a suspended signal or programming package you have does not include the selected channel. Please RESET the system, if problem persists, contact our Customer Service Center at 787-776-5252 or 1-866-DIRECTV.

Message: “To initiate the service please call Customer Service”

· Your receiver has not been yet activated. Please call our Customer Service Center.

Message: “For information about purchases call Customer Service ext. 745”

· Deco 1 (HUGHES)

• Step 1: Press the SAT key
• Step 2:Press the ACTION key
• Step 3:Press the POWER key

· Deco 2 (THOMSON)

· You should RESET the equipment.

If this does not work, please call our Customer Service Center at (787) 776-5252 or 1-866-347-3288.

Message: “Searching satellite signal”

· Your receiver is not picking up the satellite signal, some of the possible causes are: severe rain, a foreign object blocking the dish, or a change in the original position of the dish. If this does not solve the problem, call our Customer Service Center.

Message: “Insert a valid access card”

· This occurs when a card is not compatible with your receiver. Check card for proper insertion. After re-inserting it, RESET the receiver. If this does not fix the problem, call our Customer Service Center.

Message: "Programming not available”

· All Pay per View movies or events have a 15-minute ordering window. Once this window is closed, this message will appear. Another reason could be that your programming package does not include this channel.

Depending on your billing cycle, DIRECTV charges in advance for a full month of service. Also, you will be allowed to select your invoice date.

Your first invoice will display the following charges to your account:

· Advanced charges for your first complete billing cycle.

· Sports packages, Pay per view movies and events purchased.

· If applicable programming charges and rent, from the date of your activation until your selected invoice date. These are known as prorated or partial charges.

Electronic Payment Methods

Changing to an electronic payment method saves you time and money. These are the options:

• Direct Debit from your bank account - Payments are automatically deducted from your bank account.

• Direct Debit from your credit card - Payments are automatically deducted from your credit card.

• E-bill - Get your monthly statement via email and make your payment using MiDIRECTV.

Invoice Payment Method

Get your invoice via the postal service. A $4.00 fee applies to each invoice. Make your payments by:

• Using MiDIRECTV, available 24/7.

• Calling Customer Service at 787-776-5252, dial option 2, and follow the instructions of our automated system available 24/7.

• Mailing your payment with your invoice to: PO BOX 71556 San Juan, PR 00936-8514

• At any Remote Payment Station using the DIRECTV customer number easily and securely through participating locations. Know where they are located here.

Visit MiDIRECTV and view your detailed invoice, check your last three invoices, and your online payments.

· Please consider, when using other options, the payment will take about 72 hours working hours to post in your account.

· You have 10 calendar days to make your payment after your invoice date. A $10.00 fee applies to all late payments. This charge will post in your next billing cycle.

· After these 10 days your account will be past due, therefore it will be subject to a partial disconnection with a $3.00 monthly charge.

· If your service goes to total disconnection, you will need to pay the total past due balance plus a $15.00 reconnection fee.

· All claims need to be filed within the first 30 days after your billing date. Please contact our Customer Service Department at 1-866-347-3288 or 787-776-5252. In addition, you may write us at PO BOX 71413 San Juan, Puerto Rico 00936-8513.

To comply with the obligation outlined in Section 1063.16 of the Puerto Rico Internal Revenue Code of 2011, as amended, DIRECTV provides access to Form 480.7F to Business customers (and Residential customers upon request) in Puerto Rico who made payments to DIRECTV during the past calendar year. Please consult your financial advisor to determine if you require a Form 480.7F.

RESIDENTIAL CUSTOMER:

• • You can request your Form 480.7F by calling our Customer Service line at 787.776.5252 or writing to the email: directvform480.7help@mydirectv.com.
• • To request your Form 480.7F with a Customer Service agent, you will be required to provide your social security number, account holder name, telephone number, email and/or mailing address.
• • To request the Form via email, please place “Request 480.7F” as the email Subject. In the body of the message you must include the account owner's full name, DIRECTV account number, and telephone number to contact you in case it is necessary to validate any details of your information.

IMPORTANT: To protect your data, please do not include your social security number.

Your 480.7F Form will be sent to the email address on file for your DIRECTV service.

BUSINESS CUSTOMER:

• • Your Form 480.7F will be sent to the email address on file for your DIRECTV service. No action is necessary.
• • If you have not provided your email address and consent for electronic communications from DIRECTV, you will receive this form via postal mail.
• • For inquiries about your 480.7F Form, you will be required to provide an employer identification number, name of the account holder, telephone number, email and/or postal address.

Closed Caption issues can originate from several different programming sources. DIRECTV is not creating and/or modifying captioning data but is simply passing information received from the original program provider through to our customers. DIRECTV broadcast systems are designed to pass-through captioning without adding any degradation to the caption data stream.

The most common Closed Caption errors originate from programming sources and program guide information vendors. For example, the local Television Broadcast Station may be experiencing technical problems in the generation of captions especially during live programming events, such as local news, sporting events, etc. If programming received from the national networks includes captioning errors, local affiliated stations will pass those errors along as part of the broadcast feed they deliver to DIRECTV. In extremely rare cases there are errors found in the DIRECTV broadcast system configuration. In some cases, a customer's hardware may cause good Closed Caption information to be missing or garbled. In these cases, it is necessary to reset the equipment or to verify that the local settings are correct.

For immediate closed-captioning issues, call 787-776-5252 or email to servicio@directvpr.com