In July, I had my equipment upgraded to the Genie receiver (HR34-700) and a Mini-Genie. Everything was fine until the end of August when the receiver started randomly pausing the reception for several seconds and then started playing the TV program again. This occurs while watching live TV and as well as watching recorded programs.
I have contacted technical support multiple times in an effort to get the problem resolved. I was told in one conversation that an update to the receiver’s software had been performed sometime near the end of August and the update caused the pausing problem as well as other problems which made the receiver “unstable”. A technical support representative told me that the programmers were working on the problem, but no release date for a software fix had been given. As I used to be a computer programmer, I don’t understand why the programming staff didn’t just fall back to the old version of the software, which seemed be working all right, until they fixed the problems with the new software release.
An update to the Genie receiver’s software was installed on September 30th. This update caused the pausing problem to be even worse. The problem has gotten so bad that on October 2nd the pausing and starting occurred 25 times during a 30-minute program. I don't know if it is coincidental, but since the update the picture has started pixelating at random times. Sometimes when I am recording a show, the pixilation will start and the Genie stops recording. This seems to occur particularly badly between the hours of 8:00 and 10:00 PM Central Time.
I have checked the satellite data and several of my transponders are indicated to have 0 signal. I don't know if this is normal or not. The tuners are indicated to have a signal strength of 95% or greater when I check them. However, I don't know if there is a fluctuation in signal strength that causes the picture to pixelate and the recorder to stop recording.
Technical Support has not been of any help in trying to correct the problems with the Genie. Basically, I have been told that there is a known problem with the HR34 and to live with it. Nothing has been done to try to replace my equipment or have a technician check out my transponder or recorder. I am really frustrated with the whole situation and would appreciate help in getting assistance in either having my equipment replaced or a least checked by a technician. I am always thanked by Technical Support for being a DirecTv customer for over 14 years, but that really doesn't seem to matter when it comes down to getting something done about my problems.