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Created: Jul 7, 2013
alanbarr Created: Jul. 7, 2013
The same level 1 DirecTV tech called me again tonight and suggested that we reinstall the GenieGO app on my computer and reactivate. I tried to tell him I was certain nothing was going to work until we could get all the lights on the GenieGO to turn blue, but he didn't believe me. 30 minutes later, after reinstalling the app and futzing around with him on the phone, I'm s...
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Created: Jul 3, 2013
alanbarr Created: Jul. 3, 2013
DirecTV called me tonight and they still couldn't correct the problem. They scheduled another engineer to call me Sunday night. I can't believe it's this difficult.
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Created: Jul 2, 2013
alanbarr Created: Jul. 2, 2013
A DirecTV Engineer is scheduled to call me Wednesday night. I assume he can authorize a replacement device if he determines mine is faulty.
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Created: Jul 1, 2013
alanbarr Created: Jul. 1, 2013
Just tried that again. Same result.
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Created: Jul 1, 2013
alanbarr Created: Jul. 1, 2013
I opened all the ports and it's still not working. I contacted DirecTV tech support and they couldn't fix it either. They're escalating to their engineering group. Thanks for your help everyone.
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Created: Jun 30, 2013
alanbarr Created: Jun. 30, 2013
I found directions on the Motorola web site for shutting off the gateway firewall, which I did about an hour ago. Also restarted everything again. Unfortunately, this hasn't made any difference. The GenieGO lights still won't turn blue.
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Created: Jun 30, 2013
alanbarr Created: Jun. 30, 2013
According to what I've read after Googling the issue, this modem claims to have "advanced intelligent design" and you can't shut it off. Maybe I could take the GenieGo to another network to get updated and then bring it back to my house and try again??
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Created: Jun 30, 2013
alanbarr Created: Jun. 30, 2013
Shutting off the gateway firewall seems like a good idea, but there doesn't appear to be a Firewall control on the administrative capabilities for this SURFboard SBG6580 cable modem/router. The GenieGO has now been plugged in all day and the status light is still yellow and the activity light is still dark.
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Created: Jun 30, 2013
alanbarr Created: Jun. 30, 2013
I'll try waiting a few more hours and I'll post an update tomorrow.
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Created: Jun 30, 2013
alanbarr Created: Jun. 30, 2013
I unplugged the GenieGO and left it unplugged for a few minutes before plugging it back in. (I've done this 4 or 5 times today, but just did it again, just in case) I also checked all 4 DVRs and they all say SWiM Connected and Internet: Connected. Unfortunately, I have the same result, the GenieGO is not functioning.
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Created: Jun 30, 2013
alanbarr Created: Jun. 30, 2013
My modem and wireless router is a combo unit provided by Time Warner Cable. It's a Motorola SURFboard SBG6580. The GenieGO is connected to the router with the Ethernet cable that came in the box.
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Created: Jun 30, 2013
alanbarr Created: Jun. 30, 2013
I installed my GenieGo to my wireless router per the instructions. I have 4 HD DVRs, including one Genie, and they are all connected using Whole-Home with the SWiM system. The GenieGO network light is blue, the status light is yellow, and the activity light appears to be dark and not lit up. I have unplugged everything and plugged it all back in again, and nothing has cha...
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