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3 Messages

Monday, May 6th, 2024 6:46 PM

Whole Home DVR Service

I cancelled my Advanced Receiver DVR service today ($10/mon recording charge) but was told by a supervisor I must continue paying $3/mon for Whole Home DVR service to watch recordings on multiple receivers (although I have their Genie wireless).  Does this make any sense to anyone…it doesn’t to me!  The supervisor said their system doesn’t allow them to remove the $3 charge for Advanced Receiver customers.  Sounds like a hidden charge and easy money for DirecTV to me!

Accepted Solution

ACE - Expert

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19.8K Messages

1 month ago

The minis will not work without Whole Home as it is converts the Genie signal into data packets to send to them.

1 month ago

Well, since I cancelled my DVR recording service I can no longer record.  Therefore I have NO recordings!  So, why on earth would I need Whole Home to watch recordings I’ll never have?  This $3/month charge should be removed from my account…I’m being charged for a service I do not need and cannot use. 

Community Support

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20.3K Messages

1 month ago

Hi @Underwoodmichael. The Whole Home DVR Service is a feature to record shows on an HD DVR in one room and watch on any Whole-Home capable HD or HD DVR receiver in the house. DIRECTV is transparent on these charges, and it's part of the service. DIRECTV appreciates you. Denjylene, DIRECTV Community Specialist

ACE - Expert

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19.8K Messages

1 month ago

You can't cancel either one. If you can get and activate an HXX receiver is the only way to remove them and return the Genie and minis

Community Support

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20.3K Messages

1 month ago

I understand your concern @Underwoodmichael. Unfortunately, these charges cannot be removed as they are a necessary feature on your receivers. When you received the Genie, the order confirmation would have included a list of all receiver services. As previously mentioned, the Genie requires this feature. Thank you for choosing DIRECTV. Denjylene, DIRECTV Community Specialist.

1 month ago

Wouldn’t surprise me but I was told today the Advanced Receiver Service-DVR monthly $10 charge was removed from my account. 

ACE - Expert

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20.6K Messages

1 month ago

As long as you have a single DVR (so HR model, or R back in SD-only), you are REQUIRED to have DVR service. It is not optional, but mandatory for the level of equipment you have.

Genie is the Advanced Whole Home HDDVR so requires HD, DVR, and Whole Home DVR. Clients cannot function without full services. This is by design.

If you have the Genie Lite (H44) this is somewhat an exception. Was designed to be a receiver but could upgrade later with a DVR upgrade kit (DirecTV proprietary external Hard Drive). Not sure about downgrading later or if it is a one-way upgrade on that since it was a limited time model.

Either agent lied or they messed up your account. Removing DVR is expected to cause issues and eventually the system should kick it back on once any updates or refresh hits. I would suggest calling DirecTV sooner rather than later and putting it back on to avoid problems down the road.

If you don't want DVR then you MUST replace all boxes with non-DVR models (i.e. H25). Clients cannot work without a main Genie so they get replaced. This also means your entire setup becomes wired as there are no wireless receivers.


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