Disconnected Comcast and downgraded to DIRECTV

[e03179]

First post here. Let me say that I can see that DIRECTV is great. I’m really liking the community and content here on the website. I’ve lurked for a while.

So, we’ve downgraded to DIRECTV. That’s essentially what has happened. We now no longer get NBC, ABC, CBS, FOX, or the other local digital stations in HD although DIRECTV is working great. The locals in HD made up a huge chunk of our TV watching. Now we don’t have the locals in HD.

In about 24-hours after making the order, I had DIRECTV installed at my home (although they missed their install window and I had taken vacation time to be at home). I was pleased at how quickly I was up and running with the service.

I was aware that my area does not get local HDs over satellite. To get the locals, I would have to use an OTA antenna. I had my silver sensor disconnected from my Windows Media Center tuner card and in the living room waiting for connection to a DIRECTV STB with an integrated OTA tuner.

This was the one condition I had for establishing a DIRECTV account – being able to get the locals in HD to work with our guide and DVR.

The local installer was aware that I requested the HR20-xxx box with the integrated OTA tuner. He mentioned it as he called me from his cell phone in route to my house. I brought it up as he got to my home to install all the hardware. We discussed it as I was outside holding a flashlight while I helped him connect the satellite lines to the switch. I even heard him talk on him cell phone to other installers about the HR20’s. He even brought a box into my house. At all times, I was comforted by the installer and was excited to be getting the HR20-700 box.

At the end of the install, the installer took the HR20 box outside and came back with an HR21. It was late and we were both tired. I’m unsure why he took the HR20 outside and came back with the HR21. However, the guy with the DIRECTV logo on his shirt said, “I’m going to activate this HR21 box and you can all DIRECTV tomorrow and they will send another installer out to exchange the box”.

I had already dedicated 7 hours to the DIRECTV install process. The installer was nice to me and I took his word for it. After all, he was the professional. Who was I to argue?

I guess I shouldn’t have done that.

I called the national DIRECTV number the next day to exchange the HR21 for an HR20. The first thing they told me was to not trust the installers (Uh…but they were wearing DIRECTV logos on their shirts and on the sides of their vehicle). And the next thing they told me was that I’m stuck with what I’ve got. They are not going to exchange the hardware.

I called the install company. They also denied my request to exchange the boxes. They even said that they didn’t have any in inventory. This is false because 1) and HR20-xxx box was in my home the night before and 2) the installer was talking to another installer about that person’s HR20-xxx boxes. I also explained to them that they new that I was requesting that specific STB and that I needed local HD OTA in the DIRECTV guide and DVR. They didn’t have an answer for me.

I sent an email to the local install company. I have yet to receive a reply.

Oh. The DIRECTV installer also “uninstalled” my Comcast HDTV service. I was planning on keeping our Comcast digital TV service and DVR for a while longer – I don’t know; a month or two. This was to access VoD, the old recordings on the DVR, and have a backup solution in case this new technology I was having installed at our home didn’t work out as expected.

As a result of switching to DIRECTV, my wife now sees LOST, American Idol, the Office, etc. in standard definition and she’s wondering why I chose to do this for the family. The wife acceptance factor for MY switch to DIRECTV is very low and let’s just say I’m walking on thin ice.

Can you guys give me some advice? Are their any other angles that I could try in my pursuit to get local HDs with my DIRECTV setup?

Or, am I out of luck until an OTA tuner is released?

[Dust]

From my understanding, you have three days to cancel your DirecTV service after they install it. I would call D* and tell them that is what you are going to do unless they give the correct DVR. Also, did it list the HR20 on your work order?

[CrazyforYeshua]

It won't list any model on the work order-just an HD-DVR. They promise nothing.
They have no idea what box the installers have.

[litzdog911]

I'm puzzled ....

You had an HR20 and they took it away in exchange for an HR21? Where did your original HR20 come from?

[jefbal99]

I'm puzzled ....

You had an HR20 and they took it away in exchange for an HR21? Where did your original HR20 come from?

From my reading, the installer brought one in the house, then took it back to the truck and came back in with the HR21

[KneeDragger]

sounds like the installer he was on the phone with wanted that HR20 for some reason so he swapped it back out at the last minute. just my $.02

[carl6]

Also, you said the installer took your Comcast hardware with him? He should not have done that, and you will probably be expected to return it to Comcast. You should try to recover it if that is in fact what happened.

The good news (if there is any) is that the forthcoming AM21 will solve the OTA problem for you. Hopefully it will be released very soon.

Carl

[HDTVsportsfan]

The installer may not have taken the Comcast equipment. It sounds like he may have disconnected it and "borrowed" the RG6 runs for the HR21.

[jessshaun]

It's not the end of the world, as carl6 has said. the AM21 will be coming out which adds OTA to the HR21. I, personally, also can't wait. I get no locals at all. (Except for the New York ABC HD)

[e03179]

@litzdog911: The installer brought an HR20 into the house for install. But he took it outside and came back with an HR21. I think someone else must have requested it for an install.

@carl6: The installer didn't take my Comcast hardware with him; he just disconnected it and used the existing lines. That is, he didn't run any new lines in my home. I'm guessing it's pretty common for an installer to use the existing wiring in a home and not run new wiring?

@HDTVsportsfan: You got it. He "borrowed" the RG6 lines. No new lines were run.

@jessshaun: Yeah, I know it's not the end of the world. But:

1) The installer assured me that I would get a STB that would give me OTA HD (this turned out to be not true)
2) DIRECTV told me to not trust the installers (this is kind of disturbing)
3) Bottomline: My wife is missing a good chunk of her shows in HD and wants to know why they look so bad now that we have DIRECTV.

So @everyone. I'm guessing there's no way to fight this with DIRECTV. I'm stuck with the HR21 and I should wait until the AM21 hits and purchase that device.

Thanks for your help.

[hdtvfan0001]

So @everyone. I'm guessing there's no way to fight this with DIRECTV. I'm stuck with the HR21 and I should wait until the AM21 hits and purchase that device.

Thanks for your help.
Look on the bright side - your "downgrade" also resulted in 95 HD channels available for viewing instead of the 18 Comcast offers (for more money, by the way).

Hopefully you get your AM21 soon, so that you are "whole" again.

[carl6]

If your TV set has an ATSC tuner in it, you can watch your locals in HD directly on the TV, you just can't record them. That might be a workaround to consider until either (a) you get an HR20 or (b) the AM21 is available.

Carl

[Radio Enginerd]

So @everyone. I'm guessing there's no way to fight this with DIRECTV. I'm stuck with the HR21 and I should wait until the AM21 hits and purchase that device.

Thanks for your help.If I had a dollar for everytime I read a post like this. Your situation is unfortunate but the AM21 should be available soon and from what I hear it has a superior OTA tuner to that of the HR20.

Best of luck.

[ToiletKitty]

From my understanding, you have three days to cancel your DirecTV service after they install it.

Actually, it just changed to 24 hours.

[tcusta00]

Actually, it just changed to 24 hours.

Source?

[e03179]

@hdtvfan0001: Yep. I mean, DIRECTV has more HD content at a better price than Comcast (despite Comcast's recent marketing attempts that claim they have more HD channels). That's the reason for getting an account with DIRECTV. But, you can offer me BasketWeaving HD all day long and I'm still going to miss LOST, the Office, AI, etc.; the shows we actually care about. But you're right. DIRECTV has some greener grass. Too bad for me; it's spring time. Everyone's grass is still dormant in my neighborhood. Maybe by late May everything will be in the bloom. Maybe?

Thanks @everyone for your insight. I guess we can close this thread now.

[ToiletKitty]

Source?

CSR from Mexico here :) If I recall correctly, the 24 hour time started in mid february.

[ajc68]

As somebody else mentioned, you can run your antenna directly to your TV (if it has a built in tuner) and watch the channels in HD this way until you get the proper DVR. Sure, you'll have to watch the shows live for the meantime, but at least you'll get to see them in HD.

[tcusta00]

CSR from Mexico here :) If I recall correctly, the 24 hour time started in mid february.

Thanks! :D

[HDTVsportsfan]

CSR from Mexico here :) If I recall correctly, the 24 hour time started in mid february.


I think those are state laws. It is in VA. anyway. I don't think DirecTV can get around or change that poilicy. I'm not sure if the 3-day applies to this anyway. It might. Maybe someone in the legal field can comment on this.

[mcbeevee]

Some positive points:


Solid Signal has May 1st as their expected arrival of the AM21 tuners (date subject to change)

Huntsville is DMA #84, so they should be be getting their HD lil's from the new sat (Directv11) not long after it is ready

You have 2.5 more weeks until new episodes of Lost
:)

[GTS]

If You want, you can diplex the OTA into the stream. I can help you with this , but you'll have to post the configuration of your cabling. I.E. Four lines coming to the location where the cable used to come in. Switch or ground block etc.. We'll get posts saying "you can't diplex the OTA with HD", but they are incorrect. If you move the BBC ahead of the diplexer it will work just fine. I have several installs like it and they have been working just fine. It just depends on how "technically challenged :)" you are, wether or not you can terminate a connection if necessary and so on. If you would like to try it, post your info.

[Teronzhul]

If You want, you can diplex the OTA into the stream. I can help you with this , but you'll have to post the configuration of your cabling. I.E. Four lines coming to the location where the cable used to come in. Switch or ground block etc.. We'll get posts saying "you can't diplex the OTA with HD", but they are incorrect. If you move the BBC ahead of the diplexer it will work just fine. I have several installs like it and they have been working just fine. It just depends on how "technically challenged :)" you are, wether or not you can terminate a connection if necessary and so on. If you would like to try it, post your info.

The problem isn't with diplexing or running antenna lines, but rather having a receiver with no internal atsc tuner to begin with. The only resolution is going to be the AM21.

[DishCSR]

First post here. Let me say that I can see that DIRECTV is great. I’m really liking the community and content here on the website. I’ve lurked for a while.

So, we’ve downgraded to DIRECTV. That’s essentially what has happened. We now no longer get NBC, ABC, CBS, FOX, or the other local digital stations in HD although DIRECTV is working great. The locals in HD made up a huge chunk of our TV watching. Now we don’t have the locals in HD.

In about 24-hours after making the order, I had DIRECTV installed at my home (although they missed their install window and I had taken vacation time to be at home). I was pleased at how quickly I was up and running with the service.

I was aware that my area does not get local HDs over satellite. To get the locals, I would have to use an OTA antenna. I had my silver sensor disconnected from my Windows Media Center tuner card and in the living room waiting for connection to a DIRECTV STB with an integrated OTA tuner.

This was the one condition I had for establishing a DIRECTV account – being able to get the locals in HD to work with our guide and DVR.

The local installer was aware that I requested the HR20-xxx box with the integrated OTA tuner. He mentioned it as he called me from his cell phone in route to my house. I brought it up as he got to my home to install all the hardware. We discussed it as I was outside holding a flashlight while I helped him connect the satellite lines to the switch. I even heard him talk on him cell phone to other installers about the HR20’s. He even brought a box into my house. At all times, I was comforted by the installer and was excited to be getting the HR20-700 box.

At the end of the install, the installer took the HR20 box outside and came back with an HR21. It was late and we were both tired. I’m unsure why he took the HR20 outside and came back with the HR21. However, the guy with the DIRECTV logo on his shirt said, “I’m going to activate this HR21 box and you can all DIRECTV tomorrow and they will send another installer out to exchange the box”.

I had already dedicated 7 hours to the DIRECTV install process. The installer was nice to me and I took his word for it. After all, he was the professional. Who was I to argue?

I guess I shouldn’t have done that.

I called the national DIRECTV number the next day to exchange the HR21 for an HR20. The first thing they told me was to not trust the installers (Uh…but they were wearing DIRECTV logos on their shirts and on the sides of their vehicle). And the next thing they told me was that I’m stuck with what I’ve got. They are not going to exchange the hardware.

I called the install company. They also denied my request to exchange the boxes. They even said that they didn’t have any in inventory. This is false because 1) and HR20-xxx box was in my home the night before and 2) the installer was talking to another installer about that person’s HR20-xxx boxes. I also explained to them that they new that I was requesting that specific STB and that I needed local HD OTA in the DIRECTV guide and DVR. They didn’t have an answer for me.

I sent an email to the local install company. I have yet to receive a reply.

.



Can you guys give me some advice? Are their any other angles that I could try in my pursuit to get local HDs with my DIRECTV setup?

Or, am I out of luck until an OTA tuner is released?


unfortunately, yes ,you are sol,,,sorry this happened, sadly installers do this all the time, (oh just calll dtv and they'll send out another tech to swap out the recvr, ) yeah right. Once the recvr is activated , there is nothing that we can do to get you another recvr....and good luck getting a response back from the hsp, (home service provider), they are all subcontractors. Dtv customer service really has no control over them, (we should , but we don't). Also it is impossible for us to request any model of recvr, since this is solely at the discretion of the inventory of the warehouse that fullfills the tech's work orders. Not sure if you were lead to believe otherwise, but it sounds like you were, most likely from a direct sales rep, ( they really have no idea how installs really work, and what a work order will and will not show, They only have sales knowledge , and have absolutely no access to any systems customer service uses, only the sales system , which is completely different than the customer service and install software programs. , Directv has serious systemic issues.

[GTS]

The problem isn't with diplexing or running antenna lines, but rather having a receiver with no internal atsc tuner to begin with. The only resolution is going to be the AM21.

Oh. The DIRECTV installer also “uninstalled” my Comcast HDTV service. I was planning on keeping our Comcast digital TV service and DVR for a while longer – I don’t know; a month or two. This was to access VoD, the old recordings on the DVR, and have a backup solution in case this new technology I was having installed at our home didn’t work out as expected.

I understand that he doesn't have a Directv DVR with OTA input, but that doesn't mean he can't also have his old cable setup with local HD working. He has the opportunity to use both his TV and the cable DVR to view his HD locals by diplexing into the satellite stream or even using one line for the Directv service and the other for his existing cable signal. It's not an either or proposition, he can have both systems simultaneously.

To the OP... you can have the install company come back out (if you told them you wanted to keep your cable setup active) and restore your original setup. Nothing says that you can't have both Directv and cable at the same time.

Hope this helps until the AM21 is available. At which point you'll still have to diplex or otherwise bring the OTA signal into your viewing room.

[e03179]

I understand that he doesn't have a Directv DVR with OTA input, but that doesn't mean he can't also have his old cable setup with local HD working. He has the opportunity to use both his TV and the cable DVR to view his HD locals by diplexing into the satellite stream or even using one line for the Directv service and the other for his existing cable signal. It's not an either or proposition, he can have both systems simultaneously.

To the OP... you can have the install company come back out (if you told them you wanted to keep your cable setup active) and restore your original setup. Nothing says that you can't have both Directv and cable at the same time.

Hope this helps until the AM21 is available. At which point you'll still have to diplex or otherwise bring the OTA signal into your viewing room.

Yeah. At this point there's no way for me to get COMCAST's HD DVR working in my media room because the DIRECTV installer didn't run any new lines and used the runs that my COMCAST HD DVR was using.

You really think the installers will come back out and "fix" this? I mean, a DIRECTV CSR told me on the phone to not trust DIRECTV installers and the install company hasn't been very accommodating to my requests already. I'd almost rather run a new line myself and call COMCAST back up.

Thanks everyone for your suggestions. I'm going to have to wait for the AM21 since it appears that I'm locked into my current hardware setup. I was hoping for some insight in dealing with installer companies and DIRECT CS. But, it appears I'm going to have to stick with what I've got. Thanks.

[GTS]

You can most certainly have the install company come back out and restore your original service. If you contact the cable company they will charge you for the call because you or your agent (Directtv) disconnected their service. What you need to do is call Directv and inform them that the installer disconnected said service and you need it restored. The same goes for people with cable internet service, satellite installers can't simply disconnect the service and leave you hanging. The "blame" may partially be yours if you didn't let the tech know you wanted to keep the existing service. I say partially because the installer should have at least asked if you had internet service.

The decision is clearly yours.
Good luck