Frequently Asked Questions

Someone may have had your problem before. Check out our FAQ categories below.

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Internet

No Connection

Slow Speeds

Dropping In and Out

Does your wireless connection drop in and out? You may need to change the wireless channel in your access point. Try connecting directly to your wall outlet or modem to determine if connection only drops from wireless and contact hardware manufacture to change channel settings.

Is there a data cap for usage?

No, we do not cap your data usage to a certain amount per month.  Because of this, there are no overage charges.

Is the connection to my unit secure?

All traffic originating from the Internet is filtered with our firewall and each unit has their own connection to our infrastructure. However, we do highly recommend that you also subscribe to your own antivirus and/or malware detection software.

Issues with streaming video

If you are connecting wirelessly, check for latency as this will have a negative impact on streaming. Also, try to reduce the number of devices connecting to the internet in your unit to see if streaming improves.

What speed should I be getting?

This varies by property. Discernity provides a specific speed to the designated Ethernet connection in the unit. The speed you are getting from your router will vary based on your router, home equipment, number of devices being used simultaneously, Internet applications being used, etc.

For more specific speed information, please contact Discernity at 877-995-4675.

Do I need a router?

If you would like to utilize wireless Internet service, you will need a router to connect to the designated Ethernet connection in your unit.

Do I need a modem?

No, you will not need a modem.  You will need a router if you would like to utilize wireless Internet service in your unit.

Can I use a router/modem combo?

No, you will not need a modem.  You will need a router if you will like to utilize wireless Internet service in your unit.

Can I use my router from my last Internet provider?

No, most Internet providers that furnish you with a router will only allow that router to be used with their services. You will need a router from a regular retail store.

What type of router do you recommend?

You will need a router from a regular retail store that will handle the amount of speed that is provided at your property. You will also need to consider the amount of devices that you want to connect to your router, along with the size of your unit and the distance that you would like the wireless signal to be available.

How do I connect my router?

Connect the WAN/Internet port to the wall, DECA, or cable modem provided to you, whichever you have. Follow instructions that came with your device. All settings for the internet service provider should be set to “auto.” No specific information must be entered there.

Will a technician install my router?

No, Discernity will make sure that the Internet is working to the designated Ethernet connection in your unit. You will then need to hook up your own router and home equipment.

Do I need a user name or password?

If your property requires a username or password to connect, that will be provided to you by the Discernity representative that confirms your Internet order. It is your responsibility to set up your own username and/or password on your router and home equipment. We highly recommend this.

Which WIFI network do I connect to?

If your property is provided wireless Internet by Discernity, you will connect to the property wifi network that has the best signal in the area in which you are at the time. If your property is provided a wired Ethernet connection by Discernity, you will connect to your wireless router network which will be named by you during your initial router set up.

Are there different packages?

This varies by property. If your property has multiple packages available, it will be listed on the information provided by the property management office.

For more specific information, contact Discernity at 877-995-4675.

Is there a contract?

This varies by property. If your property has a contract, it will be listed on the information provided by the property management office.

For more specific information, contact Discernity at 877-995-4675.

New Internet Service/Transfer Internet Service within the Property

If you are at a property in which an order form was given to you by the property management office, that form needs to be completed and returned to that office.  Once Discernity receives the order form, a representative will contact you to confirm the order and schedule the installation or activation.  If your property does not require an order form, contact us at 877-995-4675 to sign up for new or to move your existing service.

Cancel Internet Service

If you pay Discernity directly for your Internet, please contact our support line at 877-995-4675 to cancel service.  If you pay for your Internet another way, please contact your property management office for direction on how to cancel.

DirecTV

Do you have a channel listing for the programming packages?

Programming packages are based on zip code and can be found at www.directv.com where they can be printed out.

Will the technician hook up my DVD player, surround sound, TV, etc?

No, the Discernity technician will only install the DirecTV equipment (receivers) on your TV.

Will the technician hang my TV on the wall?

No, the Discernity technician will only install the DirecTV equipment (receivers) on your TV.

Do my TV's have to be in the unit for installation?

Yes, there are on-screen steps that have to be taken in order to activate the DirecTV equipment (receivers).

Error 771 Searching for Signal

Error 775 Issue Communicating with the Dish

Have you made any changes since the original installation?  If so, this could be causing the issue.  If not, check all cables to ensure that they are connected tightly.  Once that is confirmed, reset the receiver by hitting the red reset button on the receiver or by unplugging the power to the receiver.  If the service is still not restored, contact our support line at 877-995-4675 to troubleshoot further or schedule a tech visit if needed.

No Sound

Have you made any changes since the original installation?  If so, this could be causing the issue.  If not, check all cables to ensure that they are connected tightly. Once that is confirmed, reset the receiver by hitting the red reset button on the receiver or by unplugging the power to the receiver.  This issue can also be an issue with your TV or AV system, therefore we suggest checking your TV or AV system directly by trying your DVD player or other device connected to the TV or AV system. If the service is still not restored, contact our support line at 877-995-4675 to troubleshoot further or schedule a tech visit if needed.

No Picture (Black Screen) with DTV Logo or Info Bar only

Have you made any changes since the original installation?  If so, this could be causing the issue.  If not, check all cables to ensure that they are connected tightly.  Once that is confirmed, reset the receiver by hitting the red reset button on the receiver or by unplugging the power to the receiver.  If the service is still not restored, contact our support line at 877-995-4675 to troubleshoot further or schedule a tech visit if needed.

No Signal or Snow on Screen

If receiver power is on and is hooked to TV via audio/video cables, component cables, or HDMI cables the TV is on the wrong input.  You will need to find the button labeled input, tv input, source, or something along those lines either on the remote control that came with your TV or on the TV itself.  You will then need to scroll through to find the correct input.  If the receiver power is on and it is hooked to TV via coax cable the TV is on the wrong channel.  You will need to try channel 3 and if that doesn’t work, channel 4 either on the remote control that came with your TV or on the TV itself.  If the receiver power will not come on or you are still having issues, contact Discernity at 877-995-4675 to troubleshoot further or schedule a tech visit if needed.

Error 721 Receiver Identification Issue or Authorization has Expired

This is an issue with DirecTV sending the programming to the receiver.  Contact DirecTV at 800-531-5000, provide them with your account number or the telephone number on the account, and ask them to send a reauthorization to your receiver.  If you are still having issues, contact Discernity at 877-995-4675 to troubleshoot further or schedule a tech visit if needed.

Error 726 Channel Not Purchased or Not Subscribed

This is an issue with DirecTV sending the programming to the receiver and sometimes occurs if there is a past due balance on the account.  Contact DirecTV at 800-531-5000, provide them with your account number or the telephone number on the account, and ask them to check the programming on your account.  If you are still having issues, contact Discernity at 877-995-4675 to troubleshoot further or schedule a tech visit if needed.

Insert Valid Access Card

Try removing the access card and reinserting.  Once done, reset the receiver by hitting the red reset button on the receiver or by unplugging the power to the receiver.  If you are still having issues, contact Discernity at 877-995-4675 to troubleshoot further or schedule a tech visit if needed.

DirecTV Logo Bouncing on the Screen

This is a screen saver.  Hit the channel up or down button on the DirecTV remote to interrupt the screen saver.  You should then see the error message on the screen or the programming will be back on.  If you are still having issues, contact Discernity at 877-995-4675 to troubleshoot further or schedule a tech visit if needed.

Freezing Picture or Pixilating Picture

Have you made any changes since the original installation?  If so, this could be causing the issue.  If not, check all cables to ensure that they are connected tightly.  Once that is confirmed, reset the receiver by hitting the red reset button on the receiver or by unplugging the power to the receiver.  If the service is still not restored, contact our support line at 877-995-4675 to troubleshoot further or schedule a tech visit if needed.

Automatically Changing Channels

Have you made any changes since the original installation?  If so, this could be causing the issue.  If not, check all cables to ensure that they are connected tightly.  Once that is confirmed, reset the receiver by hitting the red reset button on the receiver or by unplugging the power to the receiver.  If the service is still not restored, contact our support line at 877-995-4675 to troubleshoot further or schedule a tech visit if needed.

Recording Issues

Verify that you have a DVR or HD/DVR receiver and are paying DTV for DVR service.  The model number of the receiver should have an “R” in it; for example HR24-700, R22-100.  Have you made any changes since the original installation?  If so, this could be causing the issue.  If not, check all cables to ensure that they are connected tightly.  Once that is confirmed, reset the receiver by hitting the red reset button on the receiver or by unplugging the power to the receiver.  If the service is still not restored, contact our support line at 877-995-4675 to troubleshoot further or schedule a tech visit if needed.

Guide Issues

Have you made any changes since the original installation?  If so, this could be causing the issue.  If not, check all cables to ensure that they are connected tightly.  Once that is confirmed, reset the receiver by hitting the red reset button on the receiver or by unplugging the power to the receiver.  If the service is still not restored, contact our support line at 877-995-4675 to troubleshoot further or schedule a tech visit if needed.

Issues with MRV (Multi Room Viewing) or Whole Home DVR Service

Verify that you have the MRV service on your account, that the receivers you are using are Hi-Definition, your internet is connected properly, and is working.  Have you made any changes since the original installation?  If so, this could be causing the issue.  If not, check all cables to ensure that they are connected tightly.  Once that is confirmed, reset the receiver by hitting the red reset button on the receiver or by unplugging the power to the receiver.  If the service is still not restored, contact our support line at 877-995-4675 to troubleshoot further or schedule a tech visit if needed.

Remote Control No Longer Working

Verify that the batteries in the remote have been changed, there is nothing in front of the “eye” on the receiver blocking the signal from the remote, and the light is flashing on the remote when buttons are pushed.  If the remote control does not light up and the batteries are new, contact DirecTV at 800-531-5000 to get a replacement remote control.  If the remote control does light up but the receiver does not respond, contact our support line at 877-995-4675 to troubleshoot further or schedule a tech visit if needed.

Remote Control Coding to work the TV

This can be done by going into the menu of the receiver and following these steps:  Menu, Settings, Remote Control, Program Remote.  It will then provide step by step instructions on the screen for you to follow.  Some TV’s are not compatible with the DirecTV remotes.  If this doesn’t work, your TV is not compatible.

Add Additional Programming to an Existing Account

Contact DirecTV at 800-531-5000 to add additional programming to an existing DirecTV account.  If you have issues, contact our support line at 877-995-4675.

Add International Programming to an Existing Account

An International satellite dish is required for International programming, excluding Spanish.  Contact our support line at 877-995-4675 for additional information.

Cancel Additional Programming from an Account

Contact DirecTV at 800-531-5000 to cancel additional programming from the account.  If you have issues, contact our support line at 877-995-4675.

Gray Bars on the Screen

This will either be a setting in the TV or the Receiver and is based on how the network is sending the programming.  You can change settings within the TV and/or receiver to set your preferences on the programming display.

Software Download Issue

Check all cables to ensure that they are connected tightly.  Once that is confirmed, reset the receiver by hitting the red reset button on the receiver or by unplugging the power to the receiver.  If the service is still not restored, contact our support line at 877-995-4675 to troubleshoot further or schedule a tech visit if needed.

Haven’t Received Boxes to Return my Receivers

All boxes or recovery kits are shipped to you from DirecTV.  Contact DirecTV at 800-531-5000 to have them reship the boxes to you.

On Demand Issues

Verify that you have an HD/DVR or Genie receiver.  The model number of the receiver should have an HR in it; for example HR24-700, HR44-100. Verify that the Internet is connected to the receiver and is working properly. Check all cables and reset the receiver by hitting the red reset button on the receiver or by unplugging the power to the receiver. If the service is still not restored, contact our support line at 877-995-4675 to troubleshoot further or schedule a tech visit if needed.

Receiver Will Not Power On

If receiver will not power on using the remote control, also try the power button on the receiver.  If this doesn’t work, try another power outlet.  If the service is still not restored, contact our support line at 877-995-4675 to troubleshoot further or schedule a tech visit if needed.

Move Equipment (receiver) to a Different Room within My Unit

A Discernity technician must install all equipment.  Contact us at 877-995-4675 to schedule a tech visit.

New DirecTV Service/Transfer DirecTV Service within the Property

If you are at a property in which an order form was given to you by the property management office, that form needs to be completed and returned to that office.  Once Discernity receives the order form, a representative will contact you to confirm the order and schedule the installation or activation.  If your property does not require an order form, contact us at 877-995-4675 to sign up for new or to move your existing service.

Moving into the Property with an Existing DirecTV Account

A Discernity technician must install all equipment.  If you are at a property in which an order form was given to you by the property management office, that form needs to be completed and returned to that office.  Once Discernity receives the order form, a representative will contact you to confirm the order and schedule the installation or activation.  If your property does not require an order form, contact us at 877-995-4675 to sign up for new or to move your existing service.  You will need to bring your DirecTV equipment to your new unit with you for the Discernity technician to install.  You will also need to contact DirecTV to change your address on the account to the new unit address.  If you are in a bundle with DirecTV and another company, you will also need to opt out of that bundle when speaking with the DirecTV representative to change your address.  When you speak with the Discernity representative to schedule, they will need you to provide your existing DirecTV account number and the model numbers of the existing equipment (receivers).

Cancel DirecTV Service

If you are at a property in which a cancellation form is mandatory, you will need to complete that form at the property management office and return to them.  DirecTV will give you the option to cancel your service or to take advantage of the movers program and move your service to a new address if applicable.  If you are currently in a contract with DirecTV, there could be early cancellation fees due at the time of cancellation.  Some of your equipment (receivers) could be leased equipment and therefore would need to be returned to DirecTV upon cancellation of service.  DirecTV will ship out “recovery kits” which are boxes including the postage necessary for you to ship that equipment back to them to avoid any non-return fees.  YOU MUST CONTACT DIRECTV AT 800-531-5000 TO CANCEL YOUR ACCOUNT.

I would like to upgrade my equipment, or add new equipment

A Discernity technician must install all equipment. Contact us at 1-877-995-4675 to place an order and schedule an appointment.

General/Billing

I’m having a problem with billing or credit requests

The bill you receive each month will have the contact information for the company that you should call. If you have additional questions, contact Discernity at 877-995-4675.

Do I have to be at home for my appointment?

It varies by property. If the property has approved permission-to-enter, our technicians can get access to the unit while you are not there as long as you have approved it.

Can a technician enter my unit if I have pets?

Yes, however any dogs must be in a crate or confined in another room or area of the home. You must notify Discernity of any pets in the unit upon scheduling the appointment.

Do you provide telephone service?

If you want to use a land line, we recommend using VoIP over our internet.

Still having problems? We’re here to help. Call us at 877-995-4675.