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Mon, Mar 30, 2020 4:41 PM

Mini Genie won't reconnect

Got the infamous lost connect message on the bedroom genie. Would not reonnect and got the meassge it was looking for wirless bridge. Did the whole reboot/reset main unit, wireless bridge and 2 other Wireless Genies multiple times, and in multiple orders. NO reconnection. I have run the setup where it looks for genies (from the main unit), and i get the prompt on the unconnected genie to accept connection mode, but hitting enter on the remote produces no result, the unti effetively freezes and requires a reboot to even get back to the "non-connected screen". It's not unusally hot, and I have swapped out the power supply to eliminate insuffcient voltage.

I've been on hold over 4 hours over 3 separate calls to technical support. I think the genie is finally cooked. I'm at a loss on what else to try. I can't even get to a voicemail, chat, or email to let them know I'm going to be looking for a credit since I've been down 8 days and no ability to contact technical services. I completely understand that in this COVID environment they might not send out a tech, but they need to address incredible wait times and an ability to request credits during service issues.

Does anyone know if there is a way to just order replacmeent for defective genie and I'll do it myself?

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ATTHelp

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120K Messages

2 months ago

Hi @95svtcobra,

 

We greatly apologize about the delays. One last thing you may want to try if you haven't yet is the instructions from another Forum user. Many have followed these steps and had success in connecting everything back up. Let us know how it goes.

 

David, AT&T Community Specialist

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