I guarantee you no 1 on this site will give you a precise answer because nobody knows . every DirecTV system is different you may be having problems with your receiver for all we know . if you need any more info feel free to call 1 800 531 5000 .
I know the directv system up and down. I can give you an answer to anything. I've been a technician for directv for over 4 years. Certified in every field.
As to why it wasn't suggested when you called, that I can't answer. Also, I am doing some research on this....I have had several questions about the active channel not working and checking too see if it is a known issue. Please stand by.