DirecTV Guest TV: What to Do When a TV or Channel Is Not Working

For Statler Hotel staff: run the quick TV checks, then place a HotSOS work order for Maintenance (Facilities). Maintenance handles all DirecTV support on site and works with Sonifi, the provider. Log a ticket with the IT help desk before the Hotel System Manager.

About DirecTV guest TV

DirecTV provides cable television to Statler Hotel guest rooms and common areas. The hotel gets its DirecTV service through a provider called Sonifi. You may hear it called "Cable," "Guest TV," "DirecTV," "DirectTV," or "Direct TV." These all mean the same service.

Who to contact

For any TV or cable problem, contact Maintenance (also called Facilities) by placing a HotSOS work order. HotSOS is the hotel work order system. Maintenance handles all DirecTV support on site. A hotel employee places the work order.

Before you begin

• Where the problem is - the room number or common area.
• How many TVs are affected - one TV, or several rooms or common areas at once.

Steps

1. Try these quick checks first:
   • The TV is set to the correct input - the DirecTV source, not another HDMI input.
   • The TV is powered on.
   • The remote works.
   • The cables are firmly connected.
2. If the problem remains, place a HotSOS work order for Maintenance. Include the room number or location and a short description of the problem. The article How to Report a TV or DirecTV Display Issue walks through placing the work order.
3. If several rooms or common areas have lost DirecTV at once, this may be a general signal outage. Still place the HotSOS work order, and mention that more than one room or area is affected. If Maintenance needs IT help, they will tell you.

Common questions

• A guest reports a TV problem. Guests call the hotel front desk, not IT. A hotel employee then places the HotSOS work order.
• Who contacts Sonifi? Maintenance and the Director of Rooms own the relationship with Sonifi. Please do not contact Sonifi directly.

Still need help?

The order is: Maintenance, through a HotSOS work order placed by hotel staff, then the provider (Sonifi), contacted by Maintenance or the Director of Rooms, then the IT help desk (log a ticket), then the Hotel System Manager. The Director of Rooms is the Product Champion for DirecTV.

Always log a ticket with the IT help desk first (itrequests@business.cornell.edu) before you go to the Hotel System Manager. If the situation is critical or urgent, you can then contact the Hotel System Manager directly, after you have submitted the ticket. Your manager or department director knows how to reach the Hotel System Manager and is empowered to do so based on their judgment.

Still need help? Contact the Cornell SC Johnson College of Business Helpdesk at itrequests@business.cornell.edu.

[edited via Jane by wbo7 on 2026-10-27 15:32 UTC]