HELP ANYONE PLEASE!!!

You know what? I could save myself a lot of money just going that route. AT&T is a joke. I don't know why I've stuck with DirecTV all these years. They seriously have the worst support, website, and customer service of any company I've ever dealt with in my life.

Thanks Juniper! I think he already knew that. Maybe you could give us all the hotline direct number for problems. I'm pretty sure they give that out to all the Award Achievers out there....lol

Exactly. I'm eligible for new receivers as well. There is no way I'll ever reach support. Tried all night. No one is working.

They send me these e-mails and offers that as a premium support member I am eligible after 2 years.

This is precisely why I pay every month for the premium support. ISn't there a special number we can call?

Come on Diggs, you are not one of the people with a sticker at the bottom of their name like Juniper is on the upper part of this thread. They don't give a darn about you or I. At least you can get Youtube TV free for a week. I have had a new receiver on order since March 5th with no luck getting it. JUST KEEP PAYING YOUR BILL THOUGH

@Tomviliborghi

I am simply an experienced customer sharing information that is intended to be helpful. Sometimes it only confirms the reality of the situation. The OP requested a response to help get a warranty replacement. This is not an official support forum, just other customers, so unfortunately calling in is their only option.

With them mentioning what sounded like their account is ready for a free upgrade, I highly suggest they discuss that here first as too many of these new agents don't understand anything but the Genie-2 (HS17) problem child.

@Diggs

There is no special number to call. Just make sure you call DirecTV itself, and not the AT&T number.

The protection plan is not a good investment unless you cannot budget for reserve funds. You get a free upgrade, usually after the 2 year mark of install (or last upgrade), regardless if you have the plan or not. The plan simply gives a guaranteed date. Since they are not pumping out new lines of equipment constantly, then sometimes there isn't something to upgrade to (depending on your setup).

Without the plan service calls are $99, delivery of warranty replacements $19.95, and remotes $15. The protection plan $8.99 a month comes out to $107.88 a year whether you use it or not. So personally I find the one-time costs when needed to be cheaper in the long run.

Is the only way to get the upgrade to newer receivers by calling tech support? Don't they have better things to do like helping real troubleshooting issues?

You call DirecTV and when you get the voice system say "upgrade". Tech support isn't the only department that can assist with upgrading.

But before you do, list the equipment info here so you go in with some guidance to make sure you get the right upgrade for your personal setup.

@Juniper

Genie Gen 3

4K Genie Mini (4)