An ongoing problem. When AT&T took them over they hired support out to overseas and the only thing these clowns know is to read what shows up ON THEIR OWN COMPUTER SCREEN. My experience was that if they couldn't read it, they'd wing it and say anything. We dumped DIRECTV and went with Dish. Cheaper, better channel selection and the people you talk to on the phone actually know what they're talking about and HELP. We run Dish through a Hopper and Joey from an RF MOGUL antenna. We'd been with DIRECTV over 15 years. Best move I ever made. Should have done it 10 years earlier. BTW, One downside. When you cancel DIRECTV, they will call you CONSTANTLY trying to get you back for a 50% discount. I must have 50 of their phone numbers blocked. A real PITA.