Genie hookup

That D11 is a very old standard definition Receiver. Did you already get your satellite dish upgraded to a HiDef Slimline dish?  That Genie won't work without a Slimline dish. I'm surprised that DirecTV didn't dispatch someone to install this for you. 

You were drop shipped a Genie to replace a D11? That is a problem. The D11 exclusively uses the old multiswitch and the Genie exclusively uses the new SWM (Single Wire Multiswitch). That is not something you just swap. It must be tech installed, including the new receiving dish.

Sounds like you had the required MPEG swap because of the very old equipment, but it wasn't ordered correctly. Call DirecTV back and have them send a tech out that was required because you cannot just plug and play form D11 to Genie.

Previous thread closed to avoid discussion bouncing back and forth.

For reference: https://forums.directv.com/conversations/directv-equipment/poor-upgrade-service-after-reciever-went-down/643dbe2ecf63406b5b37c404 

I asked DirecTV if I needed a new LNB they said no, that it would hook up, should I try to hook up or just contact DirecTV, most times the people ya talk to don't know crap either, thanks, just crazy

Did you already have any HiDef boxes before they send the Genie? That old D11 won't even work with a proper HiDef SlimLine dish, so I'm pretty sure that they need to replace your dish before that Genie can work. Is your current dish round? Does it say "SlimLine" on the dish?

Yes, not SL, it is round, just tried to see, you are right looks like dish has to be replaced, thanks, wish they had knowledgeable people but what can ya expect it's DirecTV 

Yes, call them back and ask for the "HiDef Swap", not "Upgrade". 

Were both old boxes D11? If not, what is the model of your other box?

D11-100 box

I'm extremely surprised that the ordering system would allow a drop ship of high definition equipment on an account with standard definition only equipment with a round dish, the system knows what equipment is on the account and will usually add the required upgraded dish and force an installation not a drop ship. I'm perplexed by this

@Mocotony 

So both your boxes are D11 correct? Was just checking to see if your 2nd box might have been a model you could have kept.

@nabukl 

Known issue. In fact, I believe it existed before AT&T acquired DirecTV. Their system was supposed to tech install a Genie, but in some cases it wouldn't (uknown why). Too many agents just went along with the order as it showed instead of manually changing the drop down selection from drop ship to tech install. Customer support agents I feel are so overworked with their expectations that it is an assembly line and do not adjust well for anything that isn't expected.

I am annoyed that after acquisition by AT&T, and now well into managment by the new co-owner, that this still exists. Instead of focusing on security against the customer they should work on improving their system so things like this work as expected, otherwise GAME OVER (and not talking about Apple/Android).

Yes both D11, was looking to see if I could get receiver fixed, but to no luck so far, I have keep my bill pretty low, bit I can see probably explode with this new equipment, again I am old fashion and I was carrying the burnt box to my other house 1000 miles away and enjoyed, but I know a little about how to hook up, had big storm and DirecTV went out thought it was box issue so I told them cause I thought they found out I could Carry reciever with me, thought DirecTV might have fried box, but they wouldn't do that I am sure, but I will figure out thanks y'all fun chat 😎

As DirecTV is shutting down their MPEG-2/SD-only feeds, there was no option to continue using the D11 boxes. They were essentially on life-support as would become bricks as those old feeds shut down. Just means the boxes are too old to stay compatible. Just like cassette tapes, floppy disks, and rotary phones (pulse dialing), tech moves on.

As long as the order was placed as an MPEG swap, than the $10 HD service would be credited monthly. You still would have $10 DVR and $3 Whole Home DVR. Only way those costs might have been avoided is if DirecTV could have swapped you for non-DVR receivers (i.e. H25) but their equipment was focused on Genie/DVR setups.

I would check the order confirmation. If it shows 24 month service agreement, than it was an optional upgrade order not the required MPEG swap. That would mean the HD service is not credited.

Since you mention carrying the receiver, the Genie can be taken with you if you have the right setup for it. If a mobile option (RV, camper trailier or the like), that needs a slimline SWM dish on a tripod/sled mount, or the more expensive Winegard Trav'ler for auto aiming. The Mini Genie is not a receiver, but a Client. It cannot work by itself as is an extension of the Genie so either the Mini stays home or you take it with the main box. DirecTV will only do the complimentary swap for your physical service address on the account. So any mobile options that need to be updated would be at your own cost.

DTV has no idea where the receivers are.  DTV isn't going to swap/fix an obsolete receiver. A lighting strike could have fried the box not DTV.

Good to know juniper, as for reciever lost some channels before burnt out completely, spent half day with CS and couldn't fix, they did send new card, but reciever burnt up before card came, too funny 😎