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5 Messages
Error code 612
Last night my tv stopped working. Message error code 612 appeared. I followed the troubleshooting of restarting my main genie and both genie minis. Lights are all green. Everything SHOULD be working. But nothing is working. Still getting error code 612. And of course it's going to be at least 4 days before a service tech can be here which is infuriating. Is there anything else I can do to try to fix this on my own? I pay over $200/month. Not having tv is frustrating enough but having to wait 4 days for tech support is even more frustrating.
Accepted Solution
Tiger593
ACE - New Member
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1.6K Messages
3 years ago
I got this information from Directv.
The 612 code usually appears when a Genie Mini receiver is having trouble connecting to the main Genie. There are some steps you can try to help fix that.
Hope this helps you.
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Vistra24
New Member
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5 Messages
3 years ago
Thank you. I will give this a try. I've been resetting them in the opposite direction. So it can't hurt to try. Worst case scenario I'm in the same boat I'm in right now.
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Juniper
ACE - Expert
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23.4K Messages
3 years ago
Strange it has you reset the Minis first. With the main Genie being the brain that controls all of them, I always reset the main one first.
Only 4 days is really good. It is frustrating to be without TV, but since the pandemic a lot of people had to wait multiple weeks. Perhaps this is a sign of staffing levels getting back to normal. Within a week (give or take a couple days) is about what it used to be depending on how busy the techs were.
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Vistra24
New Member
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5 Messages
3 years ago
Unfortunately I've tried resetting the main first and the minis first. Still all green lights but same error code. I actually did expect the service call to take longer. But it's unbelievably annoying to spend this much on tv, not have it work, and still have to wait this long. When I was with dish I never waited more than a day.
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Juniper
ACE - Expert
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23.4K Messages
3 years ago
Realistically, since both Dish and DirecTV serve the entire country (not specific regions) their techs are spread more out. So if you only ever had to wait a day for Dish then you were extremely lucky (even pre-pandemic). They don't have techs for each customer or living next door to everyone.
If the red button reset didn't get it to work, then I would try unplugging power from each box. Leave it off for a couple minutes to make sure power drain from memory. Then boot up the Genie and only when finished each Mini Genie in turn. Keep in mind that with the memory drain, unlike a simple red button reset, this will dump the guide data. That should be fully loaded again within 24-48hrs.
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Vistra24
New Member
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5 Messages
3 years ago
Well none of the troubleshooting has worked. I just happened to go into my online account and they changed my service call date to March 16 without even telling me. There's no chance I'm waiting that long without tv. I'll just cancel my service.
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detuch254
ACE - New Member
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5.2K Messages
3 years ago
@Vistra24
If you say so..
To cancel, call DIRECTV (number in my greeting below) and say “cancel” to the robot to be sent to the retention/loyalty department. All leased equipment gets returned to a participating FedEx/UPS location with your account number handy. Be sure to keep the shipping receipt given to you by the shipping clerk as that is your proof of return. It will prove to be effective if directv ever claims you didn’t return equipment.
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Juniper
ACE - Expert
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23.4K Messages
3 years ago
Changing service call date without notice is certainly an issue. I would hope it is just an issue with the listing online, since they are updating the website with the migration to the new co-owner. But if that date is valid, I would certainly leave a complaint on that. Life happens where reschedules may be needed, but notifying customer is key.
If you still cancel, couple things to be aware of. Waiting on a service call does not void an ECF if you would have one. Also cancellation goes through at end of service month which means any unused days do not get prorated.
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Vistra24
New Member
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5 Messages
3 years ago
Wait, can you explain what you mean by unused days wont get prorated? Like I won't be reimbursed for the service I didn't use? Because I had just paid my bill 5 days before my tv stopped working... so if I cancel now it's at nearly the very beginning of this billing cycle.
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shannon02
ACE - Expert
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21.3K Messages
3 years ago
DTV may credit you for days not used after the tech fixes the problem if you call them. Canceling the service will not be prorated. DTV doesn't know you if you are using it or not or even if the receivers are connected to the dish is it is a subscription service not a usage service.
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Juniper
ACE - Expert
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23.4K Messages
3 years ago
@Vistra24
If you allow repair to complete, you then call DirecTV to get a credit for Time Without service from the day you called and service call was authorized to day of repair. That is only with issue and fix verified.
However, if you cancel instead then there is no fix to authorize credit. Cancellation goes through at end of service month, so they would not credit back the remaining days of that bill. This is per the Terms of Service.
Please read this if you receive DIRECTV, AT&T U-verse® TV, AT&T Internet, AT&T Phone, and/or AT&T Fixed Wireless service(s). We want to remind you that you’re billed in advance for recurring service(s) and/or programming charges and applicable fees based on the terms of your current service agreement(s) with us. Starting January 14, 2019, subject to applicable laws, we’re updating your agreement(s) to include your recurring service(s)/programming charges and fees won’t be prorated if you cancel the above service(s) on any day other than the last day of your billing cycle. Your service(s) will continue until the end of your billing cycle but you won’t get a refund (prorated credits) for any remaining days left in your billing cycle. For products not listed above, refer to their terms of service for more information.
Questions about this change? Go to att.com/ProrationPolicy for more information and to see the revised section of your service agreement(s).
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Tiger593
ACE - New Member
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1.6K Messages
3 years ago
You could always watch your Directv Service on Directv.com or even stream it through the Directv App on a phone or tablet or laptop and cast it to your TV if you are able to do so. That way you at least have something to watch that you are paying for while you wait for your service call.
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