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New Member

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4 Messages

Wed, Feb 12, 2020 8:12 PM

How to fix Genie Mini's that lose connection.

I have a new upgrade to one Genie HR54-500 and two Genie Mini's, C61R2-500. Both minis lose connection to the receiver all the time and receiver loses connection to the internet. The new system worked for a few hours after installation and then the client TVs started freezing the picture a couple of times and then the connection was lost to the Genie. The tech came back the next day and checked the cables, replaced a splitter, did a software update on the Genie and the problem still occurs after a few hours. Direct TV doesn't have solution yet.

I'm only in this situation because my Whole Home was going out and the first Direct TV tech said I needed to upgarde to the newer Genie system. I'd go back to my old HD DVR boxes with ethernet but DirectTV says I have to pay for a downgrade because of a problem they can't fix. Been a DirectTV customer for 10 years, some service!

Responses

Juniper

ACE - Expert

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18.6K Messages

2 months ago

Upgrade was not ordered correctly. The Mini Genie Clients are downgrades to regular HDDVRs because you lose tuners and recording space, plus independent processing.

The regular Genie line (HR34, HR44, HR54) works with regular HDDVRs (HR20 thru HR24, and special R22). With 2 tuners, and 500GB recording space (as of most recent models), HDDVRs have more capability than Clients for no difference in monthly cost.

The Clients are C61R2 and not C61? That is new. The 3rd generation Genie has a revised model (HR54R1), but this is the first hearing of a revised Client. This is different from same generation wireless (C61W) and the only 4K model (C61K).

Genie mixed with HDDVRs is a good setup, but with Clients only puts one point of failure. Per both the internet connection and Clients keep loosing connection, that suggests an issue with the HR54 itself. You would need to call DirecTV to get a warranty replacement. If within 90 days of install it should be free, otherwise $19.95 delivery (covered if you have their equipment protection plan).

The HR54 can connect to internet by the built-in WiFi (2.4Ghz or 5Ghz), direct Ethernet, or having a Deca installed that connects your coax to an Ethernet port of your router.

Based on this situation, call DirecTV and when you get the voice system say "cancel" so you can speak to a retention specialist who usually is more experienced. Ideally if you still have them, you need your HDDVRs reactivated in place of the Clients (though reactivation is mostly not allowed except in special circumstances) and either getting a tech back out to fully check the system or sending a replacement HR54 (since that is the shared point between both internet and Clients losing connection).

Hopefully they can fix the issue and get the Clients swapped back to the HDDVRs that should never have been replaced. Personally I see this as fixing an incorrect order, but as some people have reasons going to Clients (such as the smaller form factor for placement making up capability in the main Genie itself), it is not a guarantee they will do the ideal correction to this situation. Some people have succeeded, so hope you can as well.

Just make sure to avoid any "upgrade" to the Genie-2 (HS17) server tower. By design it forbids HDDVRs from being on the account (at least any models made to date that can use the both the old and new cabling system). So questionable setup for 1 to 2 TVs and definitely a downgrade at 3 or more because of the hard cap on tuners (7 vs having 9 between a regular Genie and 2 HDDVRs).

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For official support call DirecTV 1-800-531-5000 or AT&T 1-800-288-2020.
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*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

New Member

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4 Messages

Thanks for the info. I originally had two HR24 DVRs and one H23 with a DCA on my router and the H23 unit. The tech took all the old boxes when he installed the Genie and the Mini boxes.

The tech is supposed to be here today so I'll discuss with him.

Juniper

ACE - Expert

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18.6K Messages

Ouch. The HR24s were the last regular HDDVR made. Agent should have just replaced the non-DVR with the order, not all 3 boxes.

Unfortunately that part the tech will be unable to resolve as once boxes are taken they are turned in. All a tech can do is an on-site upgrade (if they have HDDVRs available), at $199 each.

Call and speak to retention, request a supervisor if needed. HR24s each having 2 tuners and 500GB recording space, and H23 with 1 tuner, put you at 5 tuners and 1TB space total. That is the exact same capability as the Genie. Clients have no tuners or recording space, so just use what the Genie has. So not really an upgrade, simply 3rd TV got full access to what you already had.

Agents who replace HDDVRs with Clients is something that irks me quite a lot. Especially when you get a new service agreement without any real gain.

-------------------------------------------------------------------------------
(Included after every post)
I am a customer, not an employee. This is a public forum.
For official support call DirecTV 1-800-531-5000 or AT&T 1-800-288-2020.
www.directv.com or www.att.com
Award for Community Excellence 2019 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

New Member

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4 Messages

I called the the tech back out to look at the system again and he was going to replace the Genie box. However, he found an old Cinema Connection Kit that had been installed 9 years ago on a splitter. He removed this and the system has been working fine. The only problem is the the Genie guide lacks many features of the old boxes and universal remote. The old system was much better and had greater functionality. I'd say I got a "downgrade" from DirectTV. I don't see any value in the Genie and Genie Mini's.

Juniper

ACE - Expert

 • 

18.6K Messages

Starting with the 2nd generation Genie (HR44) the wireless CCK has been built-in. So having an external one on the system does cause conflicts. Glad that got resolved.

The Mini Genie Clients are ok for an initial setup, or upgrade where you don't have DVR at all.

HR24 with 2 tuners and 500GB recording space, plus 1 tuner of the H23 meant you had 5 tuners and 1TB total space between all 3 boxes. That is the same as a Genie with Mini Genie Clients only. Because of gaining PiP, with wireless CCK built in (that supports 5Ghz that the old external one did not), and that the 3rd TV can now record then you technically got an upgrade.

I completely agree that it was a very bad upgrade, as they should have only replaced the H23. That way you would have ended with 9 tuners and 2TB recording space between all the boxes, and each box works independently so you don't have all boxes go down if ever the main one has an issue. Plus you wouldn't have lost your existing recordings.

So Genie and 2 HDDVRs would have been a fine result to the upgrade. But swapping HDDVRs to Mini Genie Clients was not. This improper upgrade has had multiple instances going back to the original Genie (HR34) where more boxes are replaced then truly should be. Because of this, I believe agents have their stats or rewards based on more than simply getting an upgrade, but based on number of boxes provided. Otherwise this shouldn't be an issue this many years after the Genie and Whole Home DVR were launched.

-------------------------------------------------------------------------------
(Included after every post)
I am a customer, not an employee. This is a public forum.
For official support call DirecTV 1-800-531-5000 or AT&T 1-800-288-2020.
www.directv.com or www.att.com
Award for Community Excellence 2019 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
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