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Recorded Shows are Missing from previous receiver

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Recorded Shows are Missing from previous receiver

I recently upgraded my equipment to a Genie and a Genie mini. I had several shows recorded on my previous receiver and when I first hooked up new receivers, the shows were still on my list, however, in order to watch them it told me I had to refresh the receivers online. After I refreshed them the list was deleted. How do I get them back. I haven't sent the old receiver back yet but I need to do so soon. Thanks for the help.

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Message 1 of 10
Employee
Solution
Accepted by ACE - Expert (ACE - Expert)
Accepted by litzdog911
‎06-10-2019 11:02 AM

Re: Recorded Shows are Missing from previous receiver

the recorded shows are non transferable they stay on the receivers hard drive

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Message 2 of 10
Tutor

Re: Recorded Shows are Missing from previous receiver

That is what I thought but how did the list show up on the new receiver in the 1st place? Also, the box that my new receivers came in did not have a return label for my old receivers.  How do I get one? Thank you. 

Message 3 of 10
ACE - Expert

Re: Recorded Shows are Missing from previous receiver

What model is the old receiver?

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Message 4 of 10
Tutor

Re: Recorded Shows are Missing from previous receiver

HR24-100 and a H25-100

Message 5 of 10
ACE - Expert

Re: Recorded Shows are Missing from previous receiver


@sixfamily wrote:

HR24-100 and a H25-100


If you have a regular Genie (HR34, HR44, HR54) you can use the HR24 instead of the Mini Genie Client. Keep everything you already recorded, plus the 2 tuners (Client has none as is just an extension of the Genie). The only time to "need" a Client, is if it is a 4K setup (couple channels plus a few PPVs) as the C61K is the only 4K box at this time.

 

The H25 is the only non-Genie that is returnable (even though the HR24 is the last regular HDDVR made and is a fine model). You would take it to a participating FedEx or UPS store (not USPS) for your free return. Keep receipt showing they took possession.

-------------------------------------------------------------------------------
(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.
Award for Community Excellence 2019 Achiever*
*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.
Message 6 of 10
Tutor

Re: Recorded Shows are Missing from previous receiver

Nice!  So I only need to return the H25 and I can hook the HR24 up? Would I need to re-activate the HR24? It is not listed as activated on my account page. Thank you so much for all of your help. 

Message 7 of 10
ACE - Expert
Solution
Accepted by topic author
Accepted by sixfamily
‎06-11-2019 2:33 PM

Re: Recorded Shows are Missing from previous receiver


@sixfamily wrote:

Nice!  So I only need to return the H25 and I can hook the HR24 up? Would I need to re-activate the HR24? It is not listed as activated on my account page. Thank you so much for all of your help. 


Only the H25 needs returning. It is SWM-only like the Genies. All boxes that can use the older multiswitch cabling switch setup are non-returnable at this point.

 

As for the HR24, it depends if your account has been moved into their new account system or not. The new system does not allow boxes to be reactivated. I guess they are stopping people from trying to temporarily disconnect "leased" equipment without sending back, or possibly to prevent holding on to equipment that is quite dated which could have potentialissues. Call DirecTV 1-800-531-5000 and hopefully you are still in the old account system and can have the HR24 reactivated (and then deactivating/returning the Client you wouldn't need). No difference in monthly cost between HDDVR, HD non-DVR, or Client.

 

If for any reason the agent says you cannot reactivate the HR24, I would request a supervisor. At the very least a complaint should be lodged as HDDVR to Client is a downgrade and shouldn't be done, with the exception of those who get a 4K Client (as long as properly informed on the differences).

-------------------------------------------------------------------------------
(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.
Award for Community Excellence 2019 Achiever*
*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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Message 8 of 10
Tutor

Re: Recorded Shows are Missing from previous receiver

Great! thank you. They were able to reactivate my HR24. I never received a return tag for the H25 and the 'chat-tech' said I didn't need one, which isn't true. So I guess I'll need to call back regarding that. However, my current problem was resolved. Thanks again! 

Message 9 of 10
ACE - Expert

Re: Recorded Shows are Missing from previous receiver

Your HR24 got reactivated? That is excellent and really provides you the best setup. Glad you get to keep all your recordings and have the additional 5 tuners and 1TB hard drive (double the space of the HR24 which has 500GB).

 

Agent saying you don't need a return tag is true, but should have fully explained. As long as the H25 was deactivated, you take it (along with the Mini Genie Client you are not keeping) to a participating FedEx or UPS store, not United States Postal Service (USPS). They scan in the info on the box as they have a shipping agreement for DirecTV, similar to other AT&T hardware. As a precaution, keep the receipt showing they took the boxes.

 

Now if by chance you are too far away from a shipping location that is part of the program (I recall it being over 10 miles), then DirecTV needs to send you a complete return box (not just a tag/label). This would go to you by FedEx and back to them by regular Post Office (USPS), not UPS. Unclear if their system automatically selects it based on address or if an agent must manually request.

 

In either case, do NOT recycle/dispose of the Mini Genie Client (unless it is the C31 which is 1st generation) or the H25 as they are both returnable.

-------------------------------------------------------------------------------
(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.
Award for Community Excellence 2019 Achiever*
*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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