We urge all our customers in the path of Hurricane Helene to get ready and stay safe – we’re here to support you!

• We are doubling up on standby technicians through the storm
• Our warehouse and purchasing groups are on standby for emergency shipping
• Our Network Operations Center (NOC) is staffed 24 X 7 X 365

In anticipation of the severe weather threat presented to your area, you should expect to experience a service interruption to your DIRECTV programming during the peak of the storm. The service should automatically resume following the storm, presuming the system was not damaged and the property has power. Unlike cable services, the DIRECTV signal is provided via satellite and is not reliant on the cable plant or substations having power to provide the programming. In the event service does not resume, perform the below checks to help determine the cause and possibly restore service.

As with any event of this scale, we will be experiencing a high call volume and will make every effort to restore your services as quickly as possible. Please expect delays due to road conditions, power outages, site accessibility, curfews, technician availability and any other circumstance that may affect the technician’s safety.

CAUTION: If your system was exposed to water do not energize the system. Contact the Technical Support Group at 855-725-5274 for a safety inspection on the system.

 

For our DIRECTV Customers:

1. Verify the system has power; check that the circuit breaker(s) are not tripped.
2. Check that all power strips feeding the rack are on and, if equipped with internal circuit protection, that they do not need to be reset.
3. If your system was equipped with a battery backup (UPS) you may hear a beeping as the batteries recharge, this is normal. If the UPS has failed or you suspect it is bad, you can bypass the UPS and plug the rack directly into the wall outlet.
4. If it’s safe to access the satellite dish location, perform a visual inspection of the satellite dish assembly and cabling for any physical damage. As the dish was exposed to extremely high winds, see if there are signs that the dish has been moved from its original position as this will require a technician visit to re-peak and align the dish with the satellite.
5. Make note of any error messages that are displayed on the television.

• If you have an emergency and need to contact our Technical Support Group, please call at 855-725-5274 and have the information gathered in items 1 thru 5 available when you call.
• If you do not have an emergency but need support, email videosupport@allbridge.com

 

For our Voice Customers:

1. Verify the system has power; check that the circuit breaker(s) are not tripped.
2. Check that all power strips feeding the rack are on and, if equipped with internal circuit protection, that they do not need to be reset.
3. If your system was equipped with a battery backup (UPS) you may hear a beeping as the batteries recharge, this is normal. If the UPS has failed or you suspect it is bad, you can bypass the UPS and plug the rack directly into the wall outlet.
4. If it’s safe to access the location of the system, perform a visual inspection before powering on the system.

• If you have an emergency and need to contact our Technical Support Group, please call at 855-725-5274 and have the information gathered in items 1 thru 5 available when you call.
• If you do not have an emergency but need support, email voicesupport@allbridge.com

 

For our Data Customers:

1. Verify the system has power; check that the circuit breaker(s) are not tripped.
2. Check that all power strips feeding the rack are on and, if equipped with internal circuit protection, that they do not need to be reset.
3. If your system was equipped with a battery backup (UPS) you may hear a beeping as the batteries recharge, this is normal. If the UPS has failed or you suspect it is bad, you can bypass the UPS and plug the rack directly into the wall outlet.
4. If it’s safe to access the location of the system, perform a visual inspection before powering on the system.

• If you have an emergency and need to contact our Technical Support Group, please call at 855-725-5274 and have the information gathered in items 1 thru 5 available when you call.
• If you do not have an emergency but need support, email datasupport@allbridge.com