New Member
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1 Message
Genie 2 upgrade. Receiver not connected to internet, no on demand, and no app
We’ve been Directv customers for over two decades. Recently had our Genie upgraded to the Genie 2 after we started having issues with one of the boxes.
We’re now on our third Genie 2 receiver in three weeks and it still doesn’t work. The equipment is in the account but it says not connected to the internet. We’ve confirmed 50 times that it’s connected both through the Ethernet port and wireless.
we have no on demand service and we’re not able to access anything in the app. The app also still shows our old genie receiver and all of old recordings. Of course when we select the recording nothing happens. We’ve called countless times and it’s been escalated. None of the techs that come out are able to resolve.
We’ve seen similar issues on this forum and haven’t been able to get any help.
DIRECTVhelp
Community Support
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255.9K Messages
26 days ago
We're sorry that you're still having trouble, even after we escalated the issue and you reached out to our support team. We’d like to take a closer look to help resolve this quickly. Please check your DM, so we can further assist you. Charles, DIRECTV Community Team
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Juniper
ACE - Expert
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23.5K Messages
26 days ago
Both Genie (HR34, HR44, HR54 / HR54R1) and the Genie-2 (HS17) are servers the Mini Genies (Clients) rely on. It is suggested when having an issue, check in the forums before straight up doing an "upgrade".
Sometimes a warranty replacement is the better way to go, as an "upgrade" may actually be a downgrade in capability (very common with Genie-2 because of limitations) and the replacement is to be the same model or newer of the same product line (such as getting an HR44 or HR54 if you had the original HR34 which had a couple key known issues).
Just thoughts for future so you always get the best possible outcome. (I avoid the Genie-2 because it would reduce my overall tuners and force the whole setup to work off one box which I haven't found as reliable).
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Good4u
Contributor
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195 Messages
22 days ago
If multiple receivers are unable to connect even through the Ethernet port that would suggest there's perhaps some type of security setting in your network that is blocking the DirecTV. I would suggest perhaps disconnecting the ethernet cable from the port and try connecting wirelessly to the hotspot on your phone just to see if it will work with that. If it does work with the hotspot on your phone that confirms that the issue is with your network.
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kdb
New Member
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5 Messages
8 days ago
I have the exact same problem. Also, I am on my 5th Genie 2 receiver. 4 others have had the hard-drive fail. What the heck has happened at Directv? They tell me its a software issue and give no further assistance.
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Juniper
ACE - Expert
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23.5K Messages
8 days ago
@kdb
Your 5th???
I say at that point it warrants a BBB complaint to send this to the corporate level. Either the actual cause is being missed or there is a issue with quality control on those refurbished boxes resulting in the problem repeating itself.
(edited)
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gregeusa
New Member
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541 Messages
8 days ago
don't know if the OP has given up, but would like to know what client is in the system, as pointed out, the Genie 2 is just the server. So what box do you have?
Since you upgraded, it is most likely a Genie Mini, or a Gemini...
It's confusing I know, since a Gemini system can have the internet connected to the server and to the client AND you typically have a wi-fi connection between the 2 boxes, and you have to be careful when looking in the menus on what you are really looking at...
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