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Genie 2 frequently freezes for a few seconds or loses audio

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Genie 2 frequently freezes for a few seconds or loses audio

Just "upgraded" if that is what you want to call it to the Genie 2 server and 3 clients. I do have a Samsung directv ready 4k TV  but the technician recommended I use a wireless genie mini instead because it would work better. Is this true? Is there any way to hardwire the TV I watch 90 % of the time? The guide is slow AF, most of the time and freezes, my picture seems to freeze or the audio goes out probably at least once every hour, and it takes at least 30 seconds to turn the TV on and start watching. Nothingness about this is an upgrade from my prior genie set up. Does this system actually work? Is it time to look into what DISH has to offer? I have been a directv customer for at least 15 years. 

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Message 1 of 22
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Accepted by Administrator (Administrator)
Accepted by ATTKevin
‎10-10-2018 8:39 AM

Re: Genie 2 frequently freezes for a few seconds or loses audio

Good morning @ThomasBenson!

Thanks for reaching out to us here! We want you to have a wonderful watch experience at all times. To get started, we suggest that you Refresh your DIRECTV equipment.

Let us know if that helps!

Yetty, AT&T Community Specialist


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Message 2 of 22
Tutor

Re: Genie 2 frequently freezes for a few seconds or loses audio

The wireless Genie mini's (C41W) are junk.  They have to be reset frequently.  When the picture starts freezing or the mini is responding slowly to remote commands, you just have to push the orange reset button and wait for the restart, problem solved.  I end up resetting all my mini's every week or 2.  I plan to switch to Dish when my current 2 year contract ends.  

Message 3 of 22

Re: Genie 2 frequently freezes for a few seconds or loses audio

Just got off the phone with directv, they assured me that on December 30 there will be New software that will address issues with all clients hope it works. Good luck guys! 

Message 4 of 22
Teacher

Re: Genie 2 frequently freezes for a few seconds or loses audio

 On another post in this forum, someone was told that the magical fix update will be released December 4th.  They are just saying whatever to calm people down and stop the mass exodus from their crappy service.  Don't believe them.  The Genie 2 is a lemon.  Straight up junk and they know it.  AT&T has destroyed DirecTV

Message 5 of 22
Teacher

Re: Genie 2 frequently freezes for a few seconds or loses audio

Still waiting for this supposed December 30th update.

Message 6 of 22
Tutor

Re: Genie 2 frequently freezes for a few seconds or loses audio

My Genie 2 had been freezing ever since I had it, almost a year.  They sent me a new Genie 2 and today I installed it.  Within the 1st hour it froze for a few seconds. Has froze up at least 5 times since.  Also my 4K channels 104,105, and 106 do not work.  Says its not authorized.  So, I did a chat session with Direct TV.  The agent asked me if I can stream Discovery. com and all kinds of weird stuff.  I finally asked him if he knew what a Genie 2 is.  He thought I was talking about my phone.  Geeez!  I just received an offer from Dish and they will give me a MasterCard gift card.  That will pay for cancelling me Direct contract early.  I think it's about time to do so.

Message 7 of 22
Tutor

Re: Genie 2 frequently freezes for a few seconds or loses audio

I have been on the phone with DIRECTV several time lately. During the  past 3 weeks, watching any program is horrible. I can expect 2-3 freezes and reconnecting issues while watching a 30 minute show. I have had a service technician in my home to investigate. He said there was nothing he could do and that DIRECTV knows this is a problem. He said they just send him out there to buy time and appease me, "the customer". 

DIRECTV has now escalated my issue 2 times now. They said they are aware of the problem and their engineers are working on a solution. NO timetable given on when this would be. I would receive an email.

In the meantime, I asked the supervisor this question. " Why am I paying all this money when your product continues to fail?" They stated that I would receive an email on any updates. I then asked for compensation. He said that I would be compensated for my dissatisfaction.

I will be calling my State Consumer Protection Bureau as well as the Federal Consumer Protection Agency. I will be filing a complaint for "goods paid for" and "not received". I will also be filing a complaint with the Better Business Bureau.

I am totally frustrated with this situation and I will look to others for help or any court filings. I have everything documented.

Message 8 of 22

Re: Genie 2 frequently freezes for a few seconds or loses audio

Has anyone seen a way to stop the tv and audio from blacking out for a few seconds? I tried resetting the genie and the main receiver. I lose the genie completely then and have to set it back up which never works out!! Soooooo, what else can we do? Come on AT&T/Directv, what are the answers? 

Message 9 of 22
Contributor

Re: Genie 2 frequently freezes for a few seconds or loses audio

December30 of what year? Mine freezes up  o tinually. Don't tell me to reset or reboot either since I have done that enough times to wear the button out. I have been with dtv for well over 20 years and the last couple are trying  my patience. Seriously looking at dish now.

Message 10 of 22

Re: Genie 2 frequently freezes for a few seconds or loses audio

Oh my, this is exactly us!!! Been with them since they bought out Primestar in 1996 or so!! Last couple of years have been the worse also! We are looking at dish too! Omg!! I held down the exit button until I finally got a picture, then turned off 1080p in resolution. I also hit info, scrolled to right, clicked on audio/video and changed resolution to 1080I! No problem since! Good luck!
Message 11 of 22
Tutor

Re: Genie 2 frequently freezes for a few seconds or loses audio

I have had that problem for months. Never got an answer for how long it would take to fix. Told me 30-60 days! I laughed. 20 year subscriber. Told them to give me my old system back or I will cancel subscription because of default of services. Also asked for 2 month’s worth of refunds. Wasn’t able to get 2 months but was able to get $160. They also scheduled me for a downgrade and it is installed. Just like my old system. Hardwired versus wireless. No issues any more. Advice, you have to be persistent with them and ask to talk to supervisor if you’re not satisfied. Installer told me they are having thousands and thousands of problems with genie 2. Good luck. 

Message 12 of 22
Contributor

Re: Genie 2 frequently freezes for a few seconds or loses audio

Re:  TV freezes constantly since upgrade to Genie 2

 

Not sure if I'm glad or totally annoyed that I'm not only person with this problem.  Thought it was my new TV at first, then was told to refresh box which did absolutely nothing to fix the problem.  Have been a loyal customer for 20 years or more, but since AT&T took over it's been horrible.  I also have to agree that customer service is the worst.  Just may join the thousands of others who give up their cable.  Not really worth the money or aggravation.

Message 13 of 22
Contributor

Re: Genie 2 frequently freezes for a few seconds or loses audio

I use to love Directv. This never ending  freezing is intolerable. Going to internet TV. Directv's response to my problem was completely unacceptable.  Bye Bye 

Message 14 of 22
Highlighted
Contributor

Re: Genie 2 frequently freezes for a few seconds or loses audio

Same problem here - when is ATT and DTV going to decide to fix software - how many customers are they willing to lose??

Message 15 of 22
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