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Contributor

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1 Message

Sat, Apr 20, 2019 7:34 PM

Genie 2 problems

Have been having non-stop issues since Genie 2 was installed last September.  Have had at least 5 service calls (plus 2 confirmed service calls that no one showed up for), spent at least 8 hours on the phone with multiple calls to customer service and technical support, and problems still not resolved!  Issues were escalated to "DIRECTV Advanced Resolution Team", and they have not followed-up and any of their promised call backs.  Issues have been picture pixilation, loss of recording and fluctuations in sound volume and quality.

Have been with DirecTV for over 10 years, and have lost any all patience.  Am giving up and currently looking at cable alternatives.

Problems here are 2-fold: ATT Customer Service is AWFUL!!!!  and there are ongoing technical issues with the Genie 2 that no one appears to be taking ownership of.

I give up!

Responses

Brand User
ATTHelp

Community Support

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128.4K Messages

a year ago

Hey @ems-ihateatandt,

 

This is not the experience any member of that AT&T family deserves! We'd love to help turn this around for you!

 

Can you please give us more information regarding the issues with your Genie 2? Are the issues with loss of recordings, pixelation, and the sound issues still ongoing or were they happening at different times since September?

 

We look forward to assisting further!

 

Rury, AT&T Community Specialist

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New Member

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2 Messages

a month ago

I have had DirecTV for about 30 years. Moved to North Carolina last July and upgraded to Genie 2. What a mistake, it is a piece of junk. Locks up daily, reboots it self, is very slow and the list goes on. I should have kept my old set top box. 

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