New customer // 4K service questions

Most likely you'll get an HS17 Genie Server and one or more Genie Mini Clients. If you want 4K, you'll need a C61K Genie Mini. That's the only model that provides 4K channels. 

No, the Genie receiver itself (HR54 or HS17 receiver) is NOT 4K capable. You MUST have either the new Gemini device with your order or the C61K which are both clients of the Genie HD DVR and have the capability of showing 4K.

Just as an FYI, DIRECTV currently only has 5 live 4K channels at the moment. They do, however, have a good variety of 4K on-demand content and PPV movies.

To ensure you get 4K equipment call DIRECTV ( number in my greeting below) to ‘manage’ your order. An agent can run through the order and ensure the work order has a C61K or the new Gemini device model C71KW-400.

Thanks for your answers. How do I go about getting the C61K? I have an install scheduled for this upcoming Tuesday Jan 17th. Is this something that the technician will have with him/her? I tried calling the customer support number, but I keep getting routed to someone overseas who has no idea what I’m talking about, or they route me to DIRECTV Stream customer service. Really frustrating. 

The tech may have one on the truck but to make sure call and tell them you want a 4k upgrade.

Thanks for the info. I called customer service and got absolutely nowhere. I spoke to 3 different people. 1 said they don’t know what 4K is, the other said all of the DIRECTV receivers are 4K already…..the other said they don’t know what C61k even is….I called the “upgrade to 4K” number on DIRECTV’s website and all they did was just confirm my appointment time and that’s it. I am not sure how to make sure I get the appropriate equipment. 

When is your installation appointment?  You should get an email confirmation of the installation date/time. Perhaps you can then contact the installer to ensure they have the C61K for you. 

Genie (HR54 which is the 3rd generation) or Genie-2 (HS17, only one model so far) should be your main box. Genie goes on a TV, but the Genie-2 is a Headless Server tower that doesn't go on a TV itself.

Neither of those boxes is 4K. You would need the 4K Mini Genie Client (C61K) on the 4K TV itself. Your TV must support HDMI 2.0, HDCP 2.2, and 60 FPS and be there for the install. You must have 4K on the order itself for the tech to bring the right equipment.

However, there are only a few channels in 4K (plus some PPVs). You entire service will not be in 4K. Personally I wouldn't worry about it as it is still the early days for true 4K.

1 said they don’t know what 4K is, the other said all of the DIRECTV receivers are 4K already…..the other said they don’t know what C61k even is

Don't know what 4K is? Have they not been around any TVs within the last few years?

All receivers being 4K was a complete lie. The C61K, which is a Mini Genie (client, not receiver) has been the one and only model that is 4K capable. Though there is a new "Gemini" box in select markets with more info coming out.

If they don't know what a C61K is, then they must be outsourced. I would expect DirecTV agents to know what a Mini Genie Client (C31, C41, etc.) is at bare minimum, even if they are not too familiar with the 4K model.

So I finally got in touch with someone who seemed to know somewhat what they were talking about. They said that the receiver I would be getting is regular Genie receiver he said that they can not add the Genie mini client C61K receiver to my order because it is not compatible with the regular hardwired Genie receiver. I would need to upgrade to the Genie 2 receiver after the technician does the install, then once the receiver is upgraded to the genie 2 I can then add the C61k receiver. He couldn’t change my order to give me the Genie 2 off the bat. Sounds like it’s either incorrect information or this is a long process to get 4K. Is this accurate info?

They can not add the Genie mini client C61K receiver to my order because it is not compatible with the regular hardwired Genie receiver.

That is wrong. The HR54 (regular Genie) can be used. However, if you have only one TV then you want the Genie-2. This is because both the HR54 and C61K are designed to each go on a TV, so would bill as two TVs on your service.

I would need to upgrade to the Genie 2 receiver after the technician does the install, then once the receiver is upgraded to the genie 2 I can then add the C61k receiver. He couldn’t change my order to give me the Genie 2 off the bat.

VERY BAD INFO!

They need to modify the order BEFORE your appointment. This is not an upgrade after the fact. Once installed, order is done. You would then need to pay to upgrade immediately or wait 2 years for your first free upgrade.

You would need to call DirecTV and speak to direct sales (new customer department) to modify the order. Upon install you are signing off that the order is correct and everything is as it should be, not something to say "oh wait, I wanted this" later.

Ask the tech if they have what you want on the truck if no then tell them bye and call to reschedule.

OK so after 6 phone calls and what felt like hours on the phone I got somewhere, fingers crossed. I called again and was connected to an agent who understood what I was trying to say, and after a 30 minute conversation and him working with the accounts team they were able to modify the order and add the 4K Mini Genie to my order. He confirmed that on Tuesday Jan 17th the technician will arrive to my house with 2 boxes, the main Genie receiver, and the 4K Mini Genie and the dish for my 1 TV. He did mention that there would be a 7 dollar add on per month for the Mini Genie. I guess that's fine as long as I am able to get 4K, even if its super limited content right now. Now, lets hope and pray that on Tuesday when the tech shows up he has the Genie receiver, and the 4K Mini Genie with him. 

As mentioned previously, if the tech arrives and does not have the C61K setup, then send them away. Refuse the installation. Have the tech reschedule with the proper equipment. 

Keep us posted.

You would be better of with the HS17 so you only have 1 $7 fee as with the HR54 you will be paying $14

The HR54 was too far into production when the 4K requirements changed. That is why the C61K is needed. But as they are each designed to go on a TV, you are paying an extra $7 that you don't need to. Plus you would have to switch inputs because you have two devices on the TV.

If 4K really matters for you, even with the very limited content, then modify the order to the Genie-2 (HS17). Being that it doesn't go on a TV, you don't pay more than what you can use.

Otherwise, keep the HR54 and just drop the client from the order (even with tech on-site as removing a box is not closing the order) and give it a couple years until 4K might mean something.