Invalid Access Card Number from CSR - new install

[goober22]

I called to have a new D* account setup, pick a package level and have my 2 new HR20-700s activated. All was fine until we got to the receivers. The CSR said he was getting "Invalid access card number" when trying to enter the cards. He tried to set them up by recvr id and serial # but got the same for both receivers on the access cards. He said they were not showing as deactivated, prior issue or anything like that - just as if the numbers were incorrect. We verified them 3-4 times by looking at the cards themselves and thru the onscreen message. These were brand new units in sealed cartons with new cards still sealed in the gold plastic envelopes.

He said he had an addition error message about "some advanced card something-or-another", and he did not know what it meant. He put me on hold to check and came back and said they would escalate me to whomever would get the cards added and get me running. We finished up the setup, got my pricing and he gave me my new account number. He said to allow 24 hours for the receivers to get going.

I can log onto my account online and see my personal info but there is no programming associated, no receivers listed, no access cards - just a blank account.

It has been 20 hours and I still don't have working receivers (711 message).

I'm wondering if anyone has experience with this before?
How long does it take to sort out a card problem?
Should my programming be shown online by now?

Thanks.
Goob

[houskamp]

1. The cards are the ones that came with the recievers right?
2. try pulling and reinserting the cards, possibly a few times to make sure good contact..

[lwilli201]

I have never seen access cards in gold plastic envelopes. That could be new packaging, or it may designate special access cards. They may have sent 2 receivers out of a batch they should not have. For both to be messed up sounds strange.

[goober22]

1. The cards are the ones that came with the recievers right?
2. try pulling and reinserting the cards, possibly a few times to make sure good contact..

1. = Yes
2. = We did. I don't think that's the problem. The CSR says the numbers are invalid when he entered them into the system. Those cards numbers and the receiver id show up on a banner whenever I tune to a channel. It gives the access card not active message (711). We check that screen as well to confim the numbers were indeed correct

Its like they are not in D*'s database.

I'm still wondering about the whole situation? Is this normal? Have I been ignored? Should my programming package be showing on the website? Or could there be a delay because of the card issue?

[lwilli201]

1. The cards are the ones that came with the recievers right?
2. try pulling and reinserting the cards, possibly a few times to make sure good contact..

That would not help. All the numbers have to match what D* has on their data base. ID, Access card and Serial number all have to match with the D* data base.

[goober22]

I have never seen access cards in gold plastic envelopes. That could be new packaging, or it may designate special access cards. They may have sent 2 receivers out of a batch they should not have. For both to be messed up sounds strange.

I called it gold but I guess it could be yellow, with the license agreement printed on it. As far as a batch, don't know. I did ask for HR20s and received HR21s instead. My dealer had to reship the HR20s from another warehouse (I need the OTA since D* does not carry my locals).

[flipptyfloppity]

The cards in my boxes right now I think came in gold metallic foil (semi-transparent) envelopes.

[lwilli201]

The cards in my boxes right now I think came in gold metallic foil (semi-transparent) envelopes.

OK, just new packaging and possably a new series of access cards.

[RobertE]

I called to have a new D* account setup, pick a package level and have my 2 new HR20-700s activated. All was fine until we got to the receivers. The CSR said he was getting "Invalid access card number" when trying to enter the cards. He tried to set them up by recvr id and serial # but got the same for both receivers on the access cards. He said they were not showing as deactivated, prior issue or anything like that - just as if the numbers were incorrect. We verified them 3-4 times by looking at the cards themselves and thru the onscreen message. These were brand new units in sealed cartons with new cards still sealed in the gold plastic envelopes.

He said he had an addition error message about "some advanced card something-or-another", and he did not know what it meant. He put me on hold to check and came back and said they would escalate me to whomever would get the cards added and get me running. We finished up the setup, got my pricing and he gave me my new account number. He said to allow 24 hours for the receivers to get going.

I can log onto my account online and see my personal info but there is no programming associated, no receivers listed, no access cards - just a blank account.

It has been 20 hours and I still don't have working receivers (711 message).

I'm wondering if anyone has experience with this before?
How long does it take to sort out a card problem?
Should my programming be shown online by now?

Thanks.
Goob

What a mess.

Confirm that the number that is on the side of the shipping box match the numbers on the receiver and access card.

If they do match call D* back. Try again. If they still can't get you going have them transfer you to the access card department. Don't waste to much time with the basic CSR levels.

[CJTE]

Call back and ask to talk to the Access Card team!!

[Tom Robertson]

Is there any chance the cards and receivers got swapped? Matching the labels on the box or receiver should tell.

Good luck,
Tom

[goober22]

No on the swapping. I'm on hold to the tech folks right now. The 1st level CSR verified the data was entered and refreshed the cards. The one HR20 started working okay and I have programming on it - HD & DVR functions. The 2nd does not work but now has a new message. The 2nd now has a 726 (recvr id error) I reset it but still have that error. He read me back the numbers to verify and they are correct - so I'm on hold.


update:
*&%$$%! After being on hold for 5 minutes, it hung up on me!

[CJTE]

No on the swapping. I'm on hold to the tech folks right now. The 1st level CSR verified the data was entered and refreshed the cards. The one HR20 started working okay and I have programming on it - HD & DVR functions. The 2nd does not work but now has a new message. The 2nd now has a 726 (recvr id error) I reset it but still have that error. He read me back the numbers to verify and they are correct - so I'm on hold.


update:
*&%$$%! After being on hold for 5 minutes, it hung up on me!

xxx-xxx-xxxx .... xxxx(I think)

726 means its on the account be inactive.

edit: (Tom Robertson) I redacted the phone number and pin, we can't allow it published here.

[goober22]

Okay guys. I all seems fixed. I called back, went thru the prompts and got to the tech support prompts, entered the 726 error and the D* resent the stuff. Channels popped in.

Maybe tech got something corrected but it needed a refresh, maybe fairies spread magic dust around, don't know. :) At least all is well now. I checked online and my programming is now showing up, account activity and receivers as well.

Kinda sux it took a day (and no call or fix noticed) but at least it works now.

Thanks for all the advice!

[Tom Robertson]

Woohoo! Glad you're up and running. Have fun!

Cheers,
Tom