replaced 4K Genie then more problems - DirecTV

I received a Geni 4k from Direct TV and with the help of a person from direct tv replaced my old
Genie and of course still had the dropped sound of about two seconds several times during a program. which was my orriginal complaint.

We purchased two remotes for our living room now after installing the replacement Genie one of
my remotes will not respond to sound either up or down.
followed the resed remote procedure several times to no avail. I am getting tired of messing with this. I am 78 years of age and dont want to spend the rest of my life trying to get this system to do what it should have done ftom the time it was installed.
So I need some imediate help

This question, "replaced 4K Genie then more problems," is about DirecTV channels, programming, equipment, and sports.