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Internet Connection Issues

Tutor

Internet Connection Issues

Let me start by saying I've been a loyal customer of Direct TV since 2005 (8+ years). Maybe I've been lucky but I've always had very good service until I got a Genie System. In Dec 2012 I bought a new house and was given a Genie system for free(Or so I was told before the install) for being loyal for so long (Even though it seems even new customers get it...). Nonetheless I was happy to get the system until the day of the install when I was told I would have to pay $100. for one of the clients (I have 4 total TV's, All HD. 1 Server & 3 Clients). After an initial fight with a CSR my wife got a $50. credit to the $100. charge they were trying to get me for. I called in a week or 2 later and was able to get another $50. credit for the $100. charged for one of the clients, which wiped out the fee but even still required too much time fighting that I will never get back.

Within days of the install we noticed a very slow internet connection speed an almost constant banner saying signal dropped on the server TV. I called CSR and was told DirecTV was aware of these issues and were working on software to fix the problems. I said I understand thanks for being honest and upfront about it and I can wait for the new software. Well it never got better so I called back and was told at first there isn't any issue caused by DirecTv and it must all be somehow my fault. So I got used to living with a system that I had to restart almost daily, definitely every other day. So I got tired of it and called in again, figuring that some time has passed and the  software update should have happened by now.

Well after another 1.5 hours of my life I will never get back of arguing with this "Genie Specialist" I was told I need to add the protection plan($8.99/mo on top of $160+/mo I already pay them) to fix the issue and she would schedule a service tech to come out to check out the problem (Remember there was no problem caused by DirecTV). The service tech came out and took one look at the setup(Dish location) and said here's you signal dropped problem right here. The dish was installed pointed right at a tree, No joke!

After moving the dish to a location that had a clear view of the sky he went into the genie box and the stand alone wireless modem on the side and said, "These stand alone modems have never worked correctly, everyone I see I replace. They are such an issue DirecTV has upgraded their Genie to have an internal wireless modem. I'll give you a new box and that should fix the internet connection problems."

To me DirecTv gave me a faulty install placing the dish behind a tree and also a faulty box that is known by the installer to have problems (All the problems I have experienced and relayed to the CSR and was old they were somehow my fault).

Those fixes seemed to fix both problems, for a few weeks. I no longer have the signal problem but now my genie will not download anything on demand. It says the internet connection speed is too slow, even though all my other wireless devices near the genie get an almost flawless connection to my wireless network (Avg Speed near the Genie is 10+ Mbs!) Even the Genie says he wireless connection is "Excellent" but it will not or very slowly download an on demand movie. I've even forwarded the ports on my router to the ports stated on the genie system, no help

I called CSR and was told it must be my Plasma TV interfering with the Genie system. and even though I have the protection plan I had to fight to get a tech to come out(Diagnostic codes 72-79-871). They gave me an appt that is a week and a half away!!!!! Said they have nothing sooner than that.

I like this system in theory and would be very happy with it, if it worked! I am a reasonable guy who expects reasonable service. I understand that things wont always work perfectly but this genie barely works. So now I have o wait for another week to see if this tech can do anything to help.

In my opinion I pay DirecTv very good money every month and have so far this year not received the level of service that I feel the right to expect for the money spent. I just want this ficed so I don't have to make a call to DirecTv when I would rather be spending time with my family. It is becoming ridiculous at this point. From reading other forums it seems that I am not alone with the issues this Genie system has. DirecTv please fix it and in the meantime at least be upfront and honest with your customer, don't tell us you've designed a box that doesn't work near Plasma TV's (Stupidest thing I ever heard, if true DirecTv pulled a real bonehead move there, I'm sure no one wants to use a Plasma TV with their DirecTv ...) 

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Message 1 of 26
Employee

Re: Internet Connection Issues

Tell us the model if yoru Genie and how is connected to the internet?
Employee Contributor*
*I am an AT&T employee and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.
Message 2 of 26
Tutor

Re: Internet Connection Issues

My current Genie is model HR44NC-500. I connect to the internet via a D-Link 615 wireless N router. My internet is supplied by Time Warner Cable. Everything else connects and has a great connection throughout my house, especially in the area of the Genie Server. I do not know off hand which screen it was but the Genie did say it had an excellent connection to my WiFi. A week ago it was fine.

Sent from my Android

Message 3 of 26
Employee

Re: Internet Connection Issues

you mentioned that tech said "he replaces the standalone modem"


What are you referring to?  any model numbers?

Employee Contributor*
*I am an AT&T employee and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.
Message 4 of 26
Tutor

Re: Internet Connection Issues

No, I don't have any model #'s from the original setup/genie system. He took it with him when he replaced my first Genie. This Genie I've only had for a month at most.

Sent from my Android

Message 5 of 26
Tutor

Re: Internet Connection Issues

It was black and about the size of a Wii console. An Ethernet cable ran from the stand alone modem to the genie system. All of which was supplied by DirecTV during the original genie install.

Sent from my Android

Message 6 of 26
Employee

Re: Internet Connection Issues

this aapears to be a wireless DECA.  which you dont need because you have an HR44 which has WiFi built in
Employee Contributor*
*I am an AT&T employee and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.
Message 7 of 26
Employee

Re: Internet Connection Issues

Form the looks of this, it appears that the HR44 and yoru wireless gateway dont want to play "nice"  you can run an ethernet cable to the HR44 direclty from yoru gateway, or call DirecTV and have them install a Broadband DECA
Employee Contributor*
*I am an AT&T employee and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.
Message 8 of 26
Tutor

Re: Internet Connection Issues

What is a DECA?

Sent from my Android

Message 9 of 26
Employee

Re: Internet Connection Issues

DECA stands for Directv Ethernet Coaxial Adapter.  basically, instead of running ethernet to the Genie, you run Coax to your router.  then at the router you would connect the DECA BB which bridges yoru ethernet network to the DirecTV coax network 
Employee Contributor*
*I am an AT&T employee and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.
Message 10 of 26
Expert

Re: Internet Connection Issues

Am I correct is assuming that your current major problem is that when attempting to download an On Demand program you get a message that basically states that your connection is not fast enough to watch live but you can record it if you like?  If that be the case, know this.  That "Watch Live" reminder system is not accurate and when you see it simply select the record option then go to your playlist to watch the program.

Here is a simple test.  First, on your computer, go to www.speedtest.net and do a speed test.  You'll need at least 8 Mbps download in order to watch On Demand live.  Then on your DVR go to channel 1239 in your guide and select a music program.  Note the program's length then set it to record and note the time.  Watch the progress in your play list and note the time it completes.  If the download time is less than the program length then you can watch on demand live.

Message 11 of 26
Tutor

Re: Internet Connection Issues

Yes. I did a speed test before I call the CSR. I have 10 MBS. CSR said 2 MBS is needed. I downloaded the matrix and 2 days later it was still downloading the end of the movie. I would say there is an issue with the box's WiFi.

Sent from my Android

Message 12 of 26
Expert

Re: Internet Connection Issues

I suggest you run the test I posted and respond with the results.

Message 13 of 26
Teacher

Re: Internet Connection Issues

-- did you get a chance to try what suggested?

Message 14 of 26
Expert

Re: Internet Connection Issues

It would appear that Josh either found my test to be helpful or dropped out of the race.

Message 15 of 26
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