Nothing But Problems with The HR54 Lemon They Gave Me (1 Viewer)

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DodgerKing

Thread Starter
SatelliteGuys Master
Nov 14, 2007
16,776
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With my sweet $25/month deal for a year I was begged to upgrade my slow piece of junk HR24's to the newest Genie, HR54. Since they installed this piece of crap lemon DVR I have had more issues with it in 1.5 weeks than I have had for years with both of my HR24's. I have been on the phone with them every single day and they still refuse to send out a tech or swap it for a different DVR. I wish I was never talked into signing another 2 year agreement. I am seriously thinking of paying the fees and dropping them all together.

Here are the issues.

1) When switching channels, it immediately goes to the programming, shows the image, then goes blank for a few seconds before appearing.
2) Genie Mini loses audio every single day. I have to press the red reset button on my main DVR to get audio for that day only
3) EI game channels only show the DirecTV logo, but yet I can still watch the game on the actual RSN for that team. I have to press the red reset button to get the game on the EI channel. This happens every day. After a reset, the game comes in for a day.
4) Audio issues on some channels on the main box. Red button reset fixes this too for a day.

They have done hard resets and tests on their end, thinking it is fixed because it resolves it FOR A DAY.

Because I have to press the red reset button every day, it screws up the guide data and thus my recordings.

I call every single day and let them know I call every day. I even insisted they send out a tech or replace my box but they refuse because they think the issue is resolved or they want to trouble shoot first.

Don't get me started on the fact that most of the techs know very little about TV program packages and what channels are or are not supposed to be authorized.
 

rad

Supporting Founder
Supporting Founder
Lifetime Supporter
Sep 7, 2003
10,349
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Dripping Springs, TX
For your issue #1 is that on a mini client only and only when the new channel is broadcast in a different resolution then the original channel (aka ch 202(1080i) to 360(720p) for example)? I ask since I see that also on my mini clients on my HS17 but not on a Samsung RVU TV.
 

gadgtfreek

SatelliteGuys Master
May 29, 2006
22,105
861
Lower Alabama
#1 sounds like handshake from native or something of the sort.

My HR54, other than lag, performs perfectly. Id say they need to just get you a new one.
 

DodgerKing

Thread Starter
SatelliteGuys Master
Nov 14, 2007
16,776
26
SoCal
For your issue #1 is that on a mini client only and only when the new channel is broadcast in a different resolution then the original channel (aka ch 202(1080i) to 360(720p) for example)? I ask since I see that also on my mini clients on my HS17 but not on a Samsung RVU TV.
All channels on the mini. After I reset the Genie, then the audio comes in on the mini
 

ncted

SatelliteGuys Master
Pub Member / Supporter
Jul 4, 2004
5,011
3,367
Durham, NC
Here are the issues.

1) When switching channels, it immediately goes to the programming, shows the image, then goes blank for a few seconds before appearing.
2) Genie Mini loses audio every single day. I have to press the red reset button on my main DVR to get audio for that day only
3) EI game channels only show the DirecTV logo, but yet I can still watch the game on the actual RSN for that team. I have to press the red reset button to get the game on the EI channel. This happens every day. After a reset, the game comes in for a day.
4) Audio issues on some channels on the main box. Red button reset fixes this too for a day.

1 - This sounds like what you might see if you are switching between different resolution channels e.g. 720p -> 1080i
2 - I've see this before, although not nearly that often. Probably once or twice in the last year.
 
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DukeBlue

Active SatelliteGuys Member
Jul 3, 2017
18
5
North Carolina
With my sweet $25/month deal for a year I was begged to upgrade my slow piece of junk HR24's to the newest Genie, HR54. Since they installed this piece of crap lemon DVR I have had more issues with it in 1.5 weeks than I have had for years with both of my HR24's. I have been on the phone with them every single day and they still refuse to send out a tech or swap it for a different DVR. I wish I was never talked into signing another 2 year agreement. I am seriously thinking of paying the fees and dropping them all together.

Here are the issues.

1) When switching channels, it immediately goes to the programming, shows the image, then goes blank for a few seconds before appearing.
2) Genie Mini loses audio every single day. I have to press the red reset button on my main DVR to get audio for that day only
3) EI game channels only show the DirecTV logo, but yet I can still watch the game on the actual RSN for that team. I have to press the red reset button to get the game on the EI channel. This happens every day. After a reset, the game comes in for a day.
4) Audio issues on some channels on the main box. Red button reset fixes this too for a day.

They have done hard resets and tests on their end, thinking it is fixed because it resolves it FOR A DAY.

Because I have to press the red reset button every day, it screws up the guide data and thus my recordings.

I call every single day and let them know I call every day. I even insisted they send out a tech or replace my box but they refuse because they think the issue is resolved or they want to trouble shoot first.

Don't get me started on the fact that most of the techs know very little about TV program packages and what channels are or are not supposed to be authorized.
1 have you tried turning native off in the settings?
2 I've had this problem before on a HR24, haven't had any problems on my HR54 though. Try turning off dolby digital in the audio settings, it fixed the audio problems I had on the HR24.
 
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rad

Supporting Founder
Supporting Founder
Lifetime Supporter
Sep 7, 2003
10,349
3,863
Dripping Springs, TX
For his number 1 issue it's not a native on/off issue, with the mini clients having it set to off it still operates like you have it turned on while not changing the output resolution.
 

DodgerKing

Thread Starter
SatelliteGuys Master
Nov 14, 2007
16,776
26
SoCal
For his number 1 issue it's not a native on/off issue, with the mini clients having it set to off it still operates like you have it turned on while not changing the output resolution.
To clarify, #1 was occurring on the HR54, not the mini.
 

DTV-Tech

SatelliteGuys Family
Aug 16, 2017
40
6
Goldsboro, NC
:rolleyes: ... Sounds to me like there's more than one problem creating these symptoms.
First off, forget that red button (soft reboot) and just unplug it (hard reboot), it's analogous to using control-alt-delete vs
power interruption when resetting a computer. Better yet, turn it off, remove the access card, turn it on without the card in
and wait until it asks for the card (not to be done often though).

The HR-54 is usually as solid as a rock, the clients (mini) not so much. This is because the clients "talk to" the server (the 54)
over the coax lines and not having a tuner of their own (why they're so small) use one of the server's and the quality of the
connections between the two dictates the client's performance, whereas two HR-24s act as independent units.

I've seen many cases where MoCA (the communication link between all the boxes) had been adversely affected by bad connections
(the base of the connector shouldn't spin on the cable and there shouldn't be any evidence of braid showing inside the connector's
tip either), crimped cables (no sharp bends or crushed spots), water getting into improperly routed cables/connectors (cables should
always flow down from the connectors so water flows away from rather than into connectors), lack of weather proofed joints (there
should be rubber boots on every outdoors connection point), as well as RG-58 cable being used when only RG-6 should be used.

At the 54, after a fresh rebooting, use the remote to enter Menu, Settings&Help, Settings, Satellite, (two things to do in here) 1st:
View Signal Strength (Should be high eighties at worse and preferably high nineties if not 100s) disregard #s 18 (always low) and
26 (always zero). 2nd: After noting these readings select "Done" then left arrow back to Settings and select Info&Test then Run Test.

Low signal strengths indicated by the first check (usually) indicates poor dish tuning or (rarely) poor cable connectivity.
The System Test is more comprehensive (checks MoCA too) but won't show you signal strengths and will fail for either poor dish
tuning OR bad cables/connections.

Depending on how much of a DIY guy you are several of these concerns can be addressed yourself.
It's absurd that you've been getting put off by phone support like you have though, so if you'd rather just have a tech (a Direct TV tech,
NOT a subcontractor) check it all out for you then do this:

1.) REFUSE TO COOPERATE with their asking you to check ANYTHING and DEMAND for a technician to come out.
2.) If they argue the point further, demand your case be escalated to "Tier Two" status as it has been a reoccurring problem.
3.) If all else fails, tell them you're going to pile the equipment at the end of your driveway and they can come pick it up, and you're
NOT considering yourself bound to the two year agreement because they are in breech of their end of the contract. :biggrin2
 
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Jul 11, 2015
12
9
New York
With my sweet $25/month deal for a year I was begged to upgrade my slow piece of junk HR24's to the newest Genie, HR54. Since they installed this piece of crap lemon DVR I have had more issues with it in 1.5 weeks than I have had for years with both of my HR24's. I have been on the phone with them every single day and they still refuse to send out a tech or swap it for a different DVR. I wish I was never talked into signing another 2 year agreement. I am seriously thinking of paying the fees and dropping them all together.

Here are the issues.

1) When switching channels, it immediately goes to the programming, shows the image, then goes blank for a few seconds before appearing.
2) Genie Mini loses audio every single day. I have to press the red reset button on my main DVR to get audio for that day only
3) EI game channels only show the DirecTV logo, but yet I can still watch the game on the actual RSN for that team. I have to press the red reset button to get the game on the EI channel. This happens every day. After a reset, the game comes in for a day.
4) Audio issues on some channels on the main box. Red button reset fixes this too for a day.

They have done hard resets and tests on their end, thinking it is fixed because it resolves it FOR A DAY.

Because I have to press the red reset button every day, it screws up the guide data and thus my recordings.

I call every single day and let them know I call every day. I even insisted they send out a tech or replace my box but they refuse because they think the issue is resolved or they want to trouble shoot first.

Don't get me started on the fact that most of the techs know very little about TV program packages and what channels are or are not supposed to be authorized.

Don't think it's related but I kind of have the same issue with EI. This is with HR20 & HR24 receivers. Nobody at DirecTV know why this happens. I don't want newer boxes since I have EHD's on both and other than the MLB issue and lag with the UI, they work pretty good.
 

Cali_cris

New Member
Aug 18, 2017
4
0
Alabama
With my sweet $25/month deal for a year I was begged to upgrade my slow piece of junk HR24's to the newest Genie, HR54. Since they installed this piece of crap lemon DVR I have had more issues with it in 1.5 weeks than I have had for years with both of my HR24's. I have been on the phone with them every single day and they still refuse to send out a tech or swap it for a different DVR. I wish I was never talked into signing another 2 year agreement. I am seriously thinking of paying the fees and dropping them all together.

Here are the issues.

1) When switching channels, it immediately goes to the programming, shows the image, then goes blank for a few seconds before appearing.
2) Genie Mini loses audio every single day. I have to press the red reset button on my main DVR to get audio for that day only
3) EI game channels only show the DirecTV logo, but yet I can still watch the game on the actual RSN for that team. I have to press the red reset button to get the game on the EI channel. This happens every day. After a reset, the game comes in for a day.
4) Audio issues on some channels on the main box. Red button reset fixes this too for a day.

They have done hard resets and tests on their end, thinking it is fixed because it resolves it FOR A DAY.

Because I have to press the red reset button every day, it screws up the guide data and thus my recordings.

I call every single day and let them know I call every day. I even insisted they send out a tech or replace my box but they refuse because they think the issue is resolved or they want to trouble shoot first.

Don't get me started on the fact that most of the techs know very little about TV program packages and what channels are or are not supposed to be authorized.
 

Cali_cris

New Member
Aug 18, 2017
4
0
Alabama
As a former employee. .. let me just say there are several on going issues with the hr54..the hr44 is much better.. when you call agan immediately tell them you are canceling. You will be transfered to loyalty. Tell them you are considering disc meting because of all the issues ..they will take care you there. ..
 

Jimbo

SatelliteGuys Master
Lifetime Supporter
Jul 14, 2005
63,345
3,930
NW Ohio - Buckeye Country
:rolleyes: ... Sounds to me like there's more than one problem creating these symptoms.
First off, forget that red button (soft reboot) and just unplug it (hard reboot), it's analogous to using control-alt-delete vs
power interruption when resetting a computer. Better yet, turn it off, remove the access card, turn it on without the card in
and wait until it asks for the card (not to be done often though).

The HR-54 is usually as solid as a rock, the clients (mini) not so much. This is because the clients "talk to" the server (the 54)
over the coax lines and not having a tuner of their own (why they're so small) use one of the server's and the quality of the
connections between the two dictates the client's performance, whereas two HR-24s act as independent units.

I've seen many cases where MoCA (the communication link between all the boxes) had been adversely affected by bad connections
(the base of the connector shouldn't spin on the cable and there shouldn't be any evidence of braid showing inside the connector's
tip either), crimped cables (no sharp bends or crushed spots), water getting into improperly routed cables/connectors (cables should
always flow down from the connectors so water flows away from rather than into connectors), lack of weather proofed joints (there
should be rubber boots on every outdoors connection point), as well as RG-58 cable being used when only RG-6 should be used.

At the 54, after a fresh rebooting, use the remote to enter Menu, Settings&Help, Settings, Satellite, (two things to do in here) 1st:
View Signal Strength (Should be high eighties at worse and preferably high nineties if not 100s) disregard #s 18 (always low) and
26 (always zero). 2nd: After noting these readings select "Done" then left arrow back to Settings and select Info&Test then Run Test.

Low signal strengths indicated by the first check (usually) indicates poor dish tuning or (rarely) poor cable connectivity.
The System Test is more comprehensive (checks MoCA too) but won't show you signal strengths and will fail for either poor dish
tuning OR bad cables/connections.

Depending on how much of a DIY guy you are several of these concerns can be addressed yourself.
It's absurd that you've been getting put off by phone support like you have though, so if you'd rather just have a tech (a Direct TV tech,
NOT a subcontractor) check it all out for you then do this:

1.) REFUSE TO COOPERATE with their asking you to check ANYTHING and DEMAND for a technician to come out.
2.) If they argue the point further, demand your case be escalated to "Tier Two" status as it has been a reoccurring problem.
3.) If all else fails, tell them you're going to pile the equipment at the end of your driveway and they can come pick it up, and you're
NOT considering yourself bound to the two year agreement because they are in breech of their end of the contract. :biggrin2
I would not do #3 and expect them to let you out of your contract.
 

DTV-Tech

SatelliteGuys Family
Aug 16, 2017
40
6
Goldsboro, NC
I would not do #3 and expect them to let you out of your contract.

Agreed and I wasn't suggesting actually doing that, just threatening to !
I've seen first hand (and repeatedly) the response DTV takes to such threats.
Customers not only get their problems resolved, but are often also given "appeasement perks" like free boosted programming for
a few months or even sizable monetary discounts on their bills. As Cali_Cris said, any cancellation threats escalates you into an
entirely different department and you're no longer dealing with the schmucks that handle routine problems or complaints.
 
Last edited:

Jimbo

SatelliteGuys Master
Lifetime Supporter
Jul 14, 2005
63,345
3,930
NW Ohio - Buckeye Country
Agreed, but I've seen first hand (and repeatedly) the response DTV takes to such threats.
Customers not only get their problems resolved, but are often also given "appeasement perks" like free boosted programming for
a few months or even sizable monetary discounts on their bills. As Cali_Cris said, any cancellation threats escalates you into an
entirely different department and you're no longer dealing with the schmucks that handle routine problems or complaints.
You never get anywhere with the first level people unless its a very basic question.
 
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Claude Greiner

SatelliteGuys Master
Supporting Founder
Sep 8, 2003
13,225
3,761
Detroit - The Paris of the Midwest
:rolleyes: ... Sounds to me like there's more than one problem creating these symptoms.
First off, forget that red button (soft reboot) and just unplug it (hard reboot), it's analogous to using control-alt-delete vs
power interruption when resetting a computer. Better yet, turn it off, remove the access card, turn it on without the card in
and wait until it asks for the card (not to be done often though).

The HR-54 is usually as solid as a rock, the clients (mini) not so much. This is because the clients "talk to" the server (the 54)
over the coax lines and not having a tuner of their own (why they're so small) use one of the server's and the quality of the
connections between the two dictates the client's performance, whereas two HR-24s act as independent units.

I've seen many cases where MoCA (the communication link between all the boxes) had been adversely affected by bad connections
(the base of the connector shouldn't spin on the cable and there shouldn't be any evidence of braid showing inside the connector's
tip either), crimped cables (no sharp bends or crushed spots), water getting into improperly routed cables/connectors (cables should
always flow down from the connectors so water flows away from rather than into connectors), lack of weather proofed joints (there
should be rubber boots on every outdoors connection point), as well as RG-58 cable being used when only RG-6 should be used.

At the 54, after a fresh rebooting, use the remote to enter Menu, Settings&Help, Settings, Satellite, (two things to do in here) 1st:
View Signal Strength (Should be high eighties at worse and preferably high nineties if not 100s) disregard #s 18 (always low) and
26 (always zero). 2nd: After noting these readings select "Done" then left arrow back to Settings and select Info&Test then Run Test.

Low signal strengths indicated by the first check (usually) indicates poor dish tuning or (rarely) poor cable connectivity.
The System Test is more comprehensive (checks MoCA too) but won't show you signal strengths and will fail for either poor dish
tuning OR bad cables/connections.

Depending on how much of a DIY guy you are several of these concerns can be addressed yourself.
It's absurd that you've been getting put off by phone support like you have though, so if you'd rather just have a tech (a Direct TV tech,
NOT a subcontractor) check it all out for you then do this:

1.) REFUSE TO COOPERATE with their asking you to check ANYTHING and DEMAND for a technician to come out.
2.) If they argue the point further, demand your case be escalated to "Tier Two" status as it has been a reoccurring problem.
3.) If all else fails, tell them you're going to pile the equipment at the end of your driveway and they can come pick it up, and you're
NOT considering yourself bound to the two year agreement because they are in breech of their end of the contract. :biggrin2

I second that. The cable and connectors make a big difference.

It's literally at the point for me that I try to do a fresh install every time and run everything new whenever possible when dealing with clients.

Also try to use the smallest splitter and the least number of splitters as possible.

I have had too many issues with clients acting goofy, all due to bad cabling.

Also cut all of the multiples. Do not install more splitters than necessary and leave open outlets.

I had one customer who wanted 3 open outlets to move his box around. I spent a whole day troubleshooting before removing the unnecessary cable.

That install was a nightmare. I even ran one of the clients off eithernet using 2 decca adaptors because the customer didn't want me to drill a hole through his wood paneling.

The only thing I have not tried using is 100% copper vs copper clad. At $16 per 1000 foot box vs $80 per 1000 foot box of 100% copper, it's a lot of money. I'm sure the performance can only be better, but is it significant enough to matter.
 
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