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 access online programming, visit the Programming Guide.

DIRECTV allows you to purchase special programming and Pay per View movies by simply using your remote control. Make your selection using the Programming Guide on the screen and follow ordering instructions. Your equipment includes a Smart Card that registers all the movies and events you order. For your convenience, keep your receiver connected to a land-based telephone line. This maintains the remote control purchase feature working.
Should the message: "Call ext. 732" appear in your screen, it means your receiver is not connected to a telephone line and you should notify Customer Service.

There are three (3) ways to purchase movies and events:

1) With your remote control

• Activate the programming guide:
Press the GUIDE key. Choose the movie or event you plan to purchase using the arrow and then press MENU-SELECT or OK.

• Purchase the movie or event desired:
Go to the channel where the movie or event will be showing and our system will indicate when it will start by just pressing DISPLAY or INFO.

• Purchase:
On this screen, you will find additional information about the movie or event, including time, duration, genre, cost, and a short synopsis. Select PURCHASE PROGRAM then press MENU-SELECT or OK.

• Purchase confirmation:
On this screen, the system will ask you to either confirm or cancel your purchase. To accept, select YES. Press INFO/OK in your Thomson receiver; for your Hughes receiver press OK/SELECT. If the message on the lower part of the screen reads: "This program is no longer available…"

Look for the desired movie time you want the press MENU, SELECT/OK, and select Purchase Programming. Movies can be purchased within the first 30 minutes of the movie.

2) Call Customer Service and follow the instructions given by our automatic system.

A service surcharge applies. It ranges between $1.00 to $5.00, determined by the type of event.

3) Internet Services

Visit our website at www.directvpr.com, register in our service section, and look for the purchase Pay Per View option.

• How to cancel a purchase order?

DIRECTV Premieres movies can be cancelled before or within the first 4 minutes of the movie.

• Step 1:Press MENU-SELECT or OK.
• Step 2:Select PURCHASES and press MENU-SELECT or OK.
• Step 3:Select FUTURE BUYS and press MENU-SELECT or OK.
• Step 4:Press MENU-SELECT or OK again over the movie or event you purchased.
• Step 5: Select CANCEL ORDER and press MENU-SELECT or OK.
• Step 6:Select YES and press MENU-SELECT or OK to cancel your purchase.

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.

DIRECTV Service Plan:
Because we know that accidents can happen, with DIRECTV you can be protected. Enjoy this benefit for just $5.49 a month and receive:
• Technical Service
• Receiver Relocation
• Replacement of equipment (boxes, remote control, smart card)
To apply for the DIRECTV Service Plan, contact us at 787-776- 5252 or write to us at servicio@directvpr.com.

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
• Access to Cartelera channel

To subscribe and learn more about DIRECTV Plus™ DVR requirements please call 787-776-5252 or al 1-866-347-3288.

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.

Set your DIRECTV Plus DVR using your computer or cell phone. With DIRECTV DVR Scheduler your computer or cell phone become your remote control. Record your favorite shows when you want and how you want, even when you are not home. Take advantage of this FREE and easy to use tool, upgrade your receiver to DIRECTV Plus™ DVR o DIRECTV Plus™ HD.

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

It’s a new tool which allows you to set your DIRECTV Plus™ or DIRECTV Plus™ HD receiver from anywhere with any computer or mobile phone with Internet access. Record your favorite series, movies or events no matter where you are, even when you are not at home.

It is easy to use; it only takes three steps to set your recordings.

You have two options to use the DVR Scheduler: with a computer or a mobile phone. In both instances, the customer needs to register on MyDIRECTV.

On the Web

To record with the DV R Scheduler go to the online guide, browse titles, select the show you want to record, and click RECORD. If you have more than one DIRECTV Plus™ or DIRECTV Plus™ HD receiver, you will be allowed to choose which one you would like to use.

Sign in with your username and password; and the program will be waiting for you to watch.

There could be restrictions on certain mobile phones.

Yes, you can watch an informational video online.

The system will send you a confirmation of your request, however this does not assure that the show will be recorded.

There could a few instances in which the program might not record:

• - If the show has already started, the tool does not record, however it will search for the next available replay. that's already started.
• - If the receiver is turned off.
• - If there is another show scheduled to record at the same time, unless the recording is set as high priority. that's already started.
• - The recording commands could be unsuccessful when sent to the receiver.

No. DVR Scheduler works only with DIRECTV Plus™ or DIRECTV Plus™ HD receivers.

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.

DVR Scheduler allows you to prioritize your recordings as High or Low.

Low priority: Records only if there is no other scheduled recordings at the same time.

High priority: Records even if there are other scheduled recordings at the same time.

If you select high priority, the system will record will record your selection even if there are existing conflicts your selection even if there are existing conflicts. With a low priority recording, the system will not record if there are existing conflicts, but it will search for replays to record. to prioritize your recordings

If the show has already started, the tool does not record, however it will search for the next available replay.

MiDIRECTV gives you the option of designating a name for your receivers allowing you an easier identification. Access the Customer Information section, click on DVR Alias to assign the name of your choice, as for example: Deco Master Room. You only need to do this once; afterwards the system will always show your designated name.

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.

DIRECTV Service Plan:
Because we know that accidents can happen, with DIRECTV you can be protected. Enjoy this benefit for just $5.49 a month and receive:
• Technical Service
• Receiver Relocation
• Replacement of equipment (boxes, remote control, smart card)
To apply for 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.

You may use one of the following methods:

· Auto debit from your checking/savings account.

· Auto debit from your credit card (Visa, Master Card or American Express).

· Monthly invoice, a $3.00 fee applies.

Choosing a credit card as your payment method, will save you money as you will receive a $3.00 monthly credit. A $15.00 fee will apply to all returned checks. If your financial institution rejects your payment or is not sent out on time, you may make your payment using one of the other payment options available.

Make your payment using one of the following:

Internet: you can use our website: www.directvpr.com, regardless of your payment method.

Financial Institutions: Bring your payment stub to any branch of Banco Popular, use Tele-Pago BPPR or Mi Banco Popular.

Mail in your payment to: PO BOX 71556 San Juan, PR 00936-8514

DIRECTV's Regional Offices: make your payment at any of our regional offices located in Hato Rey, Caguas, Ponce or Mayaguez.

Call our Customer Service Center: : 1-866-347-3288 or 787-776-5252

· Check your invoice in your television set screen. Tune in to channel 855 to register. Please remember that your decoder needs to be connected to a telephone line in order to enjoy this service.

· Visit our website, register in our Customer Service page where you can check your last six invoices.

· 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.

DIRECTV Service Plan:
Because we know that accidents can happen, with DIRECTV you can be protected. Enjoy this benefit for just $5.49 a month and receive:
• Technical Service
• Receiver Relocation
• Replacement of equipment (boxes, remote control, smart card)
To apply for the DIRECTV Service Plan, contact us at 787-776- 5252 or write to us at servicio@directvpr.com.

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