That reminds me that this happened to me maybe a year ago. It went up the tech train and finally got to what sounded like US support and they were eventually able to activated it. I hear there were plenty of bugs in the ATT management software that was rolled out and some have got caught in the middle. The techs were mumbling about the disaster the tools were. I think mine was related to an account transition error and how they entered the replacement HR24 in the account. The HR24 works fine so I'm not going to try to fix something not broken, but it does not show up on my equipment list (its is included in the bill of course). I suspect the next time I need tech support it will be a mess.They could not activate the HR24 they sent me either, and this was almost 6 or 8 months ago. They ended up just allowing me to cancel my contract and return my Genie, and start streaming ATT TV instead. I have two HR24s, 3 H24s, and 1 H25 in a box, just wishing ATT was going to get rid of DirecTv to a company that cared about customers, but doesnt look like it will happen in my lifetime.