r/DIRECTVHelpOfficial

Someone opened an account with DirecTv and used my email address while signing up without my knowledge. How can I get help with having the email address removed from their account?

I have an HR44-500 with a Gemini 4K box. I tried to rent our first 4K movie since getting the Gemini about six months ago. The movie plays for five minutes, then stops. The screen goes black. I can't rewind or fast forward. I thought it might be the movie, so I rented a second one later in the day. Same problem.

I reset both the HR44 and the Gemini and confirmed our internet connection can handle 4K.
We did have Movies Anywhere enabled, but I've just disabled that.

Customer service tried basic troubleshooting but couldn't help me. Any ideas?

Thanks.