Genie 2 picture freeze over a year right after installed

I've had the genie 2 installed over a year in my home in all this time the picture would freeze for 2-5 seconds and pickup in progress, direct TV service was out 3-4 times to check it out and the last time a few months ago the genie 2 was replaced a few months ago but the same problem was still happening, so I called again for another service call on 11/23/19 the customer service said I need a new Genie 2 and new mini's that she would send them right out, I explained everything to her and she said she seen notes from previous visits and calls in from me. I ask to be transferred to someone who could provide some bill credits for this on going issue and she said she needed to transfer me and she did, the next lady said they where having problems with their computers and couldn't help me and hung up on me, so I called back and explained again to this customer service level two lady why I was calling this lady said it's the genie 2 that was issue that it's a known software issue in some area's there's picture freeze,she said I need to go to the HR54 genie that would solve the problem and the only difference is record time , I told her about the other lady ordering new genie already she said I'll cancel that and send to the HR%$ box the just call in once you receive it to start it I told her their was a service call already setup so I'll have him just do it that i just had foot surgery Friday and couldn't go up and down stairs. I ask her if I was still in a contract and she said no and she ask why I said that if this didn't resolve the issue I was going to cancel my service she said okay, before we hung up my wife came in and told me that direct TV wasn't working so I told the lady on the phone that I was dealing with that and she but me on hold for 25mins so I hung up called back and explaining this again to the next lady she looked at my account and said that the lady had turned off my service right about then the lady I hung up on called me back stating they were trying to get it back on and I told her the other lady told me good luck they she didn't think they could without a service tech coming out to do it.

So after all this on the phone from 11am till 6pm with at least 8 people or more I had no direct TV for 5 days, so  called on 12/2 I called again trying to get some resolution to bill credits and  got nothing so I told the lady I was probably going to cancel service real soon she said I was in a two year contract that it would cost me $487.00 and I told her I wasn't in a contract, well the lady that said I needed an HR54 box added it has an upgrade because she couldn't get it to work any other way but never once said it would be an upgrade or new contract and either did the service guy who came out he said it was a mess. She was adding the new box because of technical issues which was noted everything that happen is noted, one lady I spoke with on 12/2 told it was and that it was an technical issue noted is why she was sending the HR54 box and also noted she had to do an equipment upgrade to make it work but she never once told me that because I would have cancelled my service right then. Everything is noted with Direct TV that basically happened on 11/23/19 I was told by customer service.  I have filed a complaint with the Ohio attorney generals office pertaining to this matter.