New Install 4K issues.

Discussion in 'DIRECTV Installation/MDU Discussion' started by Jjmyers509, Oct 11, 2021 at 5:12 PM.

  1. Jjmyers509

    Jjmyers509 New Member

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    Hello all,

    So last Monday (10/4/21) I decided I was fed up with xfinity and called to sign up for Directv again. Told the sales representative I needed 5 tv’s total with one (our living room tv) being 4K. I know there’s only a few 4K channels but I would like to have it to watch sporting events that our broadcasted in it. The really nice lady took my order and told me that she could not promise it but it was very likely being a new customer that I would receive a HR 17 and 5 clients (C61k for the 4K tv). She set the install up for the next afternoon 10/5.

    The next day the installer shows up, Looks like AT&T hired him directly out of high school. Kept a open mind and gave him the benefit of doubt because you know we all have started somewhere. I quickly learn this young man had the pi$$iest attitude and work ethic I have ever seen.

    he installed the dish while griping to me how miserable it is to work for the company. I shrugged it off and said I was gonna go in and get all the tvs ready for him to install the equipment. I ask him if he was installing the genie 2? He replied, “ Nah the Genie 2 is such a piece of sh*t they don’t install them to new customers so they don’t pi$$ them off right away”.

    He installed:

    Reverse band 4K LNB
    HR54
    C51
    2 C61’s
    C61K

    everything activated without a hitch except the C61k had and issue with 4K. When you go into the settings and tv resolution 4K box is there and allows you to check it. Once you go to a 4K channel, the screen goes black and the tv pops up with “no input”. First this kid tried to tell me that my tv was no 4K. I told him I have had 4K service on this tv with Directv before, same input as well. He then told me that I probably have to wait 24 hours for the software to update and 4K to be activated. Well ok, then he leaves.

    10/9 still no 4K. Called up Directv, 45 mins of troubleshooting and ends with there going to have to roll a tech out. In the troubleshooting we found that the C61k has the same result with 4 different HDMI cables. My Ruku, Apple TV, and the xfinity flex box all work fine in 4K with all 4 HDMI’s. Also 3 reboots of all the equipment didn’t solve it either.

    Today 10/11, tech comes out… same young man that installed it. Comes in and he’s on the phone. He apologizes and says he is working with tech support trying to figure out another job. He then proceeded to tell me there’s nothing he can do because ATT released a software that made a lot of 4K tvs not work with Directv.

    So, I put it out there, is there something I’m missing? Maybe a setting not right or something?
     
  2. MysteryMan

    MysteryMan Well-Known Member DBSTalk Club

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    Call DIRECTV and report your issue. It sounds like 4K service isn't authorized on your DIRECTV account.
     
  3. Jjmyers509

    Jjmyers509 New Member

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    I was thinking along the lines of that two. I will try making a 3rd call.
     
  4. compnurd

    compnurd Hall Of Fame

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    I would not have taken the HR54 with that many clients. You can only use 3 at a time
     
  5. WestDC

    WestDC Well-Known Member DBSTalk Club

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    Note -with a HR54 and 2 C61K's you can only watch live 4k on one TV at a time -just FYI
     
  6. Jjmyers509

    Jjmyers509 New Member

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    Only one C61K, the 2 are plain C61s
     
  7. WestDC

    WestDC Well-Known Member DBSTalk Club

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    well -that works okay --my reading doesn't --you really should have gotten a hd receiver or hdvr in the mix as you have 5 Tv's and can only use 3 mini's MAX at time --The MINI's USE a Live tuner from the Hr54 -which has 5 HD tuner +2 4k tuners --so your setup will have some limits
     
  8. harsh

    harsh Beware the Attack Basset

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    Given that one of the Minis is a C51, I'd guess that they've nearly reached the end of their refurbished receiver inventory. It isn't unreasonable to assume that if the Genie was an HS17, there would have been two C51s.

    As @compnurd points out, at least the flexibility remains to add conventional receivers.
     
  9. Jjmyers509

    Jjmyers509 New Member

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    Yes, i would have preferred the HR54 with the other 3 HD TVs having H25s (C61k for the 4K tv in the living room).

    I know at this point I would have to pay for the H25s but can’t seem to find them on Solid Signal or Directv web site. Found some on Weaknees but never heard of them and not sure if Directv would activate a receiver from them.
     
  10. WestDC

    WestDC Well-Known Member DBSTalk Club

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    H24's are $99 and the HR24's are $199 --the mini's are $99 those are the lease Fee's and of course all require a $7 month fee. Those would work when you call D you can ask about swapping them out --if they come back for your service visit
     
  11. litzdog911

    litzdog911 Well-Known Member

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    You can trust Weaknees. I think they can even arrange activation.
     
    WestDC likes this.
  12. harsh

    harsh Beware the Attack Basset

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    Rumor has it that H25 receivers are reserved for commercial accounts. The H24 is a much more flexible solution as it includes all the video output styles and doesn't demand SWiM.
     
  13. Jjmyers509

    Jjmyers509 New Member

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    Here’s an update on the situation.

    This morning I called Directv. Got a really nice young lady that was determined to do whatever she could to help. I told her the story from the beginning and what all was done and it still didn’t work. I also told her the tech told me there’s nothing he can do to provide the 4K. After apologizing several times about how the tech conducted himself, she offered an upgrade to the Genie 2 at no cost. She also put in a request not to send out the same tech again. She scheduled it for tomorrow afternoon so we’ll see how it goes.
     
  14. Jjmyers509

    Jjmyers509 New Member

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    Makes sense, Solid Signal only list the H25 commercial on there website.
     
  15. Jjmyers509

    Jjmyers509 New Member

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    Thank you, I’ll keep that in mind for future purchases.
     
  16. codespy

    codespy Go Pack Go!!!! DBSTalk Club

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    From what I remember earlier this year about the 4K issue, filling out the form and sending to the ‘office of the president’ at ATT was the only route to go. I don’t know if anything changed with the recent change in management.

    I don’t have time right now, but do a search on this site and you should find some hits to get the form.
     
  17. Jjmyers509

    Jjmyers509 New Member

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    I believe the “office of the president” may already be involved from the complaint the rep filed. Since posting I received a phone call and a woman asking me questions about the tech and how he presented himself. She also gave me his tech # and her contact info in case I need further help.
     
    WestDC likes this.
  18. b4pjoe

    b4pjoe DBSTalk Club DBSTalk Club

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    It still works as I just had to contact them a couple of weeks ago to fix channel 104 which stopped working when they added NFL ST to my account.
     
    codespy likes this.
  19. Jjmyers509

    Jjmyers509 New Member

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    May I ask who you contacted and what you had to do?
     
  20. Jjmyers509

    Jjmyers509 New Member

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    Yesterday and 4th tech came out and swapped out all my equipment for a HS17 with 4 C61k clients. I can get channel 104 in 1080p but not 4k Tech said that there must be a software issue and I can’t get 4K service and there’s really nothing more that can be done.
     
    WestDC likes this.

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