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New Member

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6 Messages

Sun, Feb 16, 2020 4:08 AM

Hate the genie

The genie receiver just doesn't work well with my Vizio TV. A technician came out and installed some filters which he said virtually restored things to the same level as the old receiver, but there are still channels that are distorted and the audio is tinny. My TV remote used to be able to adjust image width, but not with the genie. Really considering canceling service. Does anyone else have this issue?

Responses

Juniper

ACE - Expert

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18.5K Messages

2 months ago

What model is your Genie?

Is the box connected directly to the TV?

Are you using the TV speakers or out to a sound system?

How is the picture distorted?

What "filters" were installed, and was this with the upgrade to the Genie or a later service call supposedly to fix the issues?

You can still adjust TV setting with the TV specific remote. Getting the Genie should not have changed that. The Genie has display settings that can be adjusted as well, though may be listed a little differently with the updated software (assuming you don't have the original HR34) compared to older boxes.

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New Member

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6 Messages

I'm not tech-savvy, so a lot of these questions are beyond my ability to answer in much detail.

All I know is the genie is the latest version. The techs who've been out say "This is the one we give everyone now."

The receiver is connected directly to the TV.

I use the TV speakers. There is no other sound system. The TV speakers were fine with the old, non-genie receiver.

The picture on some channels, not all, is stretched wide. With the old receiver, I could use the TV remote to choose either "Normal," "Wide," "Panoramic," or "Zoom." If a channel appeared stretched, I could select "Normal" and the image would correct. I can still choose those options ONLY IF I AM USING MY DVD PLAYER AND BYPASS THE GENIE COMPLETELY. With the genie, I am limited to "Wide" and "Zoom." The techs both said that the genie doesn't work with some TV remotes and left it at that.

As for "filters," the second tech who came out installed two separate pieces of hardward between the TV and the electrical outlet. I'm sorry I can't give more info on them, but none was left with me. And even when the techs tried to use the TV remote, they couldn't equal what I'd been able to adjust before. One said "Well, the picture fills the screen. That's all that matters." The second who came out after the initial installation when I complained about the video and audio, did the extra hardware. At one point he did manage to get the TV remote to work, but then he added the second bit of hardware to address the audio problem. I didn't re-check the remote after that, so after he'd left I realized that it, once again, was limited to "Zoom" and "Wide." I did look at genie settings and nothing alters that.

As it stands, watching TV is not relaxing anymore. Now it's irritating. I wish I could be more literate about the tech-aspects.

Juniper

ACE - Expert

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18.5K Messages

Lets see if we can sort some of this out.

Model number is inside the access card door, or on a label on the bottom. There are 3 lines of Genies so being "latest" could mean a few different possibilities. And latest is not always greatest. So techs saying this is the one we give everyone not completely accurate.

Genie: HR34, HR44, HR54, HR54R1 (revised design of HR54)

Genie Lite: H44

Genie-2: HS17 (Server tower and has issues that make it not recommended)

Then there are Mini Genie Clients that a lot of people mean when they say "Genie".

Regular: C31, C41, C51, C61

Wireless: C41W, C61W

4K: C61K

Are you trying to change the display settings with the DirecTV provided remote or another TV or universal remote?

You use the DirecTV remote to control the Genie itself. Check the upper left corner for the model. Old white universal will be RC6X series and the new Genie or "peanut style" will be the RC7X series.

Is the Genie connected by normal HDMI or something like the A/V (red/white/yellow) plugs for old TVs? Is this the same way the old box was connected?

You say Genie is connected directly to the TV. Is it only connected to the TV, or is it connected to something else as well?

The DVD player that works fine, is it connected to the TV by the same method, such as Genie in HDMI-1 and it in HDMI-2?

What model is the TV itself?

Have you checked for any software/firmware updates?

I don't suppose you could upload a picture of those "filters"? Between the equipment and electrical outlet is very unusual. DirecTV boxes plug into outlets like anything else, so this sounds like something weird with your setup.

Just trying to understand the setup and narrowing down the exact cause of the issue so that I or others here in the forum could suggest a fix on this. Though there can be differences between boxes, it shouldn't affect display settings that you can adjust or result in audio problems in most cases. If nothing else, newer boxes may have more options depending on the age of the old box.

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For official support call DirecTV 1-800-531-5000 or AT&T 1-800-288-2020.
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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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6 Messages

You're referencing things that are so far over my head tech-wise that it's sad.

I found the genie model #: HR54-200

The DirecTV remote is RC73

The Vizio TV remote is the one that no longer has full function and can only provide "Zoom" and "Wide." I've messed around with the DirecTV remote, but there's nothing that seems to affect the on-screen image in that way.

I don't know what normal HDMI is, but the old red, white, yellow plugs go from the DVD player to the TV to a little box labeled AV Modulator, model RFMODR0-24. The genie has only black cords going to the TV and to the other little box labeled AC adapter model EPS44R3-08.

I'm loathe to touch any of this stuff, because I have no idea what it does or if I'd be doing any damage.

When I use the DVD, I switch from HDMI to AV on the Vizio-provided remote. And back when I want to use the genie.

The TV model is: VIZIO VX32L HDTV10A

The manufacture year is 2007. And, both techs who were out said I should buy a new TV. It worked perfectly with the old receiver, so I'm not going to make a purchase I can't afford just to accomodate DirecTV. I think both techs understood that. As far as I know, there is no software associated with the TV. I never had to access any from the day I purchased it and through a couple of moves to different cities. Just plugged it in, attached the cables for DirecTV and it worked. Alas...no more.

I hope that helps. I do appreciate the time you're taking to look at this. It's a bit of a struggle to get to the equipment behind the TV, but those two "filters" are AV Modulator & the AC adapter.

Juniper

ACE - Expert

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18.5K Messages

HDMI is how most devices connect these days. It is a single plug that provides audio and video.

Audio/Visual (A/V) or red/white/yellow provide video on one plug and then left and right audio (stereo) on two separate plugs. So this is for connections pre-dating High Definition (HD).

That modulator is unusual to use except with very old TVs That was to take the A/V plugs and convert them over to the coax antenna input of the TV. That was normally used when you have a very old TV that doesn't have HDMI or even A/V inputs. Mainly used when you had an old TV before HDTVs and didn't have the newer connections.

On the DirecTV remote: Menu > Settings > Display > Video > Screen format. Then you can choose between the different options for how it fits on the screen. Also under Display > TV Ratio you can verify it is set to widescreen format that your TV uses. Though you could try the other setting for specific programs if it looks better for you.

Audio shouldn't be distorted unless there is something faulty in the equipment somewhere. I hope the tech tried both HDMI ports on the TV in case perhaps 1 was damaged or wearing out being over 10 years old.

If that RF Modulator was installed after the Genie as a supposed fix, then I question the work ethic of the tech. Connecting HD equipment to a HD TV by non-HD connections says they are not fully fixing the issue. Plus you wouldn't get the HD service you would be paying for.

If the menu options I listed do not fix the issue, then I would call DirecTV back. Because this is an ongoing problem, when you get the voice system say "cancel" so that you can speak with a retention expert. Need a tech out to properly troubleshoot the problem for HD connection and to submit feedback on the prior tech visit. That RF Modulator should only be used when you have an extremely old TV that does not have HDMI or even A/V inputs.

Sorry if I my info may seem a bit overboard. Just try the display settings, and if that doesn't work then call DirecTV to get another tech out as prior tech used old connections instead of HD.

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(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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6 Messages

Will do. Thanks again for all your time and your impressive knowledge!

New Member

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6 Messages

Well, will wonders never cease!!! Did as you suggested with screen format. Selecting Pillar Box instead of where it was...Original...fixed the images on the previously distorted channels. Now I have hope that I can make this work for me.

Thank you!!

Juniper

ACE - Expert

 • 

18.5K Messages

You're very welcome. Always nice when just a setting to adjust instead of waiting on a tech to come out for a bigger fix.

Anything else happens certainly try the forums again. But I hope it stays well going forward for you.

-------------------------------------------------------------------------------
(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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6 Messages

Just one more thing...I JUST DISCOVERED!!! The entire situation is resolved when I press 0 on the remote. A menu bar appears at the top of the show that's on. I arrowed across to Audio/Video and pressed <Select>. Then pressed <Select> again on the top line of the window that appears: "Change Resolution and Format." And the correct settings are automatically applied for that particular show. Works every time for every channel and on some, it even restores the options available on the Vizio TV remote (Zoom, Wide, Panoramic, Normal), but not on all.

If I'd known about this little procedure, it would have saved me so many weeks of frustration. But no literature is provided to educate the consumer. As with all "the instructions are online" situations, the user doesn't know where to look in the first place for solutions and often doesn't know what questions to ask. Anyway, I hope if anyone else is having the problems I was, that they read this.

Thanks again for your time & knowledge.

shannon02

ACE - Expert

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19.2K Messages

Pressing the INFO button brings up the same menu bar.

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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