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lcnashville's profile

Contributor

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1 Message

Sunday, January 21st, 2018 9:53 PM

Genie Remotes Not Working

I now have two Genie Remotes that are programmed for two different TVs in different rooms stop working within a day of each other.  Coincidence??  Batteries were replaced in both remotes but no green LED light shows when buttons are pushed.  My install was in June 2017 so the remotes have only been used for less than 7 months.  AT&T is saying that I have to pay $15 each for replacements to be mailed to me.  Seems unfair since this appears to be a case of defective equipment

Accepted Solution

Official Solution

DontBlink001

Former Employee

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58 Messages

5 years ago

Do you have the basic protection plan? Because if you have the basic protection plan, after being signed on with directv past 3 months (which you are), they will replace remotes at no cost depending on the issue. If you hold down the number 1 button do you see a green light at the top of the remote? If no light then it needs to be replaced. If you don't have the basic protection and refuse the protection plan, then there is a fee for the remotes. 

litzdog911

ACE - Sage

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44K Messages

5 years ago

You can get DirecTV remotes on Amazon for less than $10. 

DIRECTVhelp

Community Support

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16.9K Messages

5 years ago

Hi @Icnashville!

I understand you had concerns regarding the remotes you have been provided. I know this is an inconvenient occurence but I would like to let you know that we are here to help.

One thing I feel would be best before committing to a new remote would be to get a tech out to you to ensure it's not just a simple fix that's causing issues for you. The good news is there are two ways of going about setting this up. You can sign into your direcTV account and select My Orders & Service Calls from the My Account menu. It'll show all the information and status and give you the option to add appointments to your calendar. The second option will be to call and do so through there. The number for the direcTV department is 800-531-5000.

I hope this helps to fix the issues. Should you have any questions or trouble, you can reach me here: http://api.inq.com/s/c7QS within the next 30 minutes or call at 877-929-5551 ext. 149171. If you have a more convenient time, I'll be available 10am - 7pm CST. Thanks so much for your time and for being a part of AT&T. Have a great day! -SamM Social Media Specialist

Contributor

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1 Message

5 years ago

the button does not turn green.  How do I know if we have the protection package?

 

litzdog911

ACE - Sage

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44K Messages

5 years ago

@Brelle, if you have the Protection Plan it will be listed on your itemized bill.  Usually $7.99/mo, depending on what level you have.


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