New Member
•
1 Message
Genie 2 upgrade. Receiver not connected to internet, no on demand, and no app
We’ve been Directv customers for over two decades. Recently had our Genie upgraded to the Genie 2 after we started having issues with one of the boxes.
We’re now on our third Genie 2 receiver in three weeks and it still doesn’t work. The equipment is in the account but it says not connected to the internet. We’ve confirmed 50 times that it’s connected both through the Ethernet port and wireless.
we have no on demand service and we’re not able to access anything in the app. The app also still shows our old genie receiver and all of old recordings. Of course when we select the recording nothing happens. We’ve called countless times and it’s been escalated. None of the techs that come out are able to resolve.
We’ve seen similar issues on this forum and haven’t been able to get any help.
DIRECTVhelp
Community Support
•
255.9K Messages
16 days ago
We're sorry that you're still having trouble, even after we escalated the issue and you reached out to our support team. We’d like to take a closer look to help resolve this quickly. Please check your DM, so we can further assist you. Charles, DIRECTV Community Team
0
0
Juniper
ACE - Expert
•
23.5K Messages
16 days ago
Both Genie (HR34, HR44, HR54 / HR54R1) and the Genie-2 (HS17) are servers the Mini Genies (Clients) rely on. It is suggested when having an issue, check in the forums before straight up doing an "upgrade".
Sometimes a warranty replacement is the better way to go, as an "upgrade" may actually be a downgrade in capability (very common with Genie-2 because of limitations) and the replacement is to be the same model or newer of the same product line (such as getting an HR44 or HR54 if you had the original HR34 which had a couple key known issues).
Just thoughts for future so you always get the best possible outcome. (I avoid the Genie-2 because it would reduce my overall tuners and force the whole setup to work off one box which I haven't found as reliable).
0
0
Good4u
Contributor
•
195 Messages
12 days ago
If multiple receivers are unable to connect even through the Ethernet port that would suggest there's perhaps some type of security setting in your network that is blocking the DirecTV. I would suggest perhaps disconnecting the ethernet cable from the port and try connecting wirelessly to the hotspot on your phone just to see if it will work with that. If it does work with the hotspot on your phone that confirms that the issue is with your network.
0
0