Intallation Verification

[RobertE]

DirecTv is taking the installation quality issues seriously.

First they started with live quality checks of Ka/Ku installations/upgrades.

They are now starting the next step. A bit of background.

For those that played with the new sat screens in the past round of CE's, thats what they were for. Also, remember Earls signal survey. While I can't say for 100% that is what it's being used for, it's a safe bet that it is. ;)

To put it bluntly, an unacceptable percentage of HDDVR installs/upgrades have needed multiple truck rolls due to signal level issues. Not equipment issues. The fault for these multiple truck rolls can only fall on one place. The tech. Either (s)he didn't properly aim the dish, aimed it into trees, wrong switch, or old/bad cabling.

Their have been countless threads of using the old switch or the tech not knowing what the signal levels should be.

Anyway, DirecTv is firing up the weed whacker to weed out the hacks.

What will happen? Once activated, the box will run some internal self-tests on the signal levels. If the test fails, there will be an on screen display stating that the IV Test failed (IV = Installation Verification).

It failed, now what? Now the tech has a chance to tweak the dish, put in the proper switch, etc. Whatever needs to be done to get it to pass. Once it passes, life is good and everyone enjoys HD.

What if he can't get it to pass? No fear, he can call in to get a waiver. He will have to call a special number, give some info off the screen, then the CSR will unlock the box. But there is a catch. If a waiver is used for any reason, a roll back activity is automatically generated. The roll back will be set up at the customers convenience to fix the installation to bring it within specs so the box can pass it's internal tests.

A note about the roll back activity. The purpose of the activity is to bring the installation/signal levels within spec. It is not for adding an additional receiver, moving receivers, etc. Doing any additional work will incur additional charges and/or an additional appointment.

Initially, this will be in three markets on the HR2x & R22s. Then rolled out nationally.

Just to add, please don't turn this into yet another bash the installer thread. This post is intended to be informative and positive for everyone involved. If it starts down the bashing road, I'll ask a mod to close it.

[litzdog911]

Robert:
Do you know exactly what the tests are, and what's considered "passing"? For example, what signal readings are considered "passing"? Is reception from all 5 satellites (99, 101, 103, 110, 119º) required?

[RobertE]

Robert:
Do you know exactly what the tests are, and what's considered "passing"? For example, what signal readings are considered "passing"? Is reception from all 5 satellites (99, 101, 103, 110, 119º) required?

Specifics, no. Just a hunch that it will be 80+, possibly more.

At this time I would assume that only 101/103/110/119 will be needed to pass (at least for the beta portion). Once D11 is live, then I'd bet on all five needed until the Slim 3 shows up.

Can't disclose too much secret info all at once you know. ;)

[evan_s]

This is very cool. It's good to see that techs will immediately be responsible for getting things right. Should definitely help with some of these install horror stories.

[jimht]

I'm a new directv customer so I'm an outsider but have you considered the hacks may be hacks because they haven't been properly trained? I would hate to think the first thing you would do is lay off the hacks instead of putting an updated training process in place. What is the installer training and certification program like?
Sorry if this is off topic but you kind of hit a nerve. This is these peoples livelyhood for god sake.

[Mertzen]

Well I guess no more installs "with 119 missing but customer agrees with it".

[2dogz]

RobertE:

What do you mean by "the CSR unlocks the box"? You mean the box fails this IV test and it locks/shuts the box down? Even while the customer is watching TV with his crappy signal?

[Kansas Zephyr]

RobertE:

What do you mean by "the CSR unlocks the box"? You mean the box fails this IV test and it locks/shuts the box down? Even while the customer is watching TV with his crappy signal?
I think it means the box will not start "working" until the IV passes, or gets exempted by a CSR, during the initial install. This forces the tech to achieve a minimal level of acceptable service the first time out.

I doubt that rain-fade, or other loss of signal, after the installation will lock the box.

[Doug Brott]

RobertE:

What do you mean by "the CSR unlocks the box"? You mean the box fails this IV test and it locks/shuts the box down? Even while the customer is watching TV with his crappy signal?

This is during the DISH/receiver installation process. The Tech will have to pass the IV (Installation Verification) process prior to the receiver being turned on for the first time.

If the receiver cannot pass the IV process, then a waiver can be granted so that the CSR unlocks the receiver. By default it will be locked since it is a new reciever. A waiver will automatically generate a second truck roll.

The CSR will not be locking the receiver, just unlocking when appropriate.

[joe diamond]

This is great news!

All my jobs are working...........DTV and I can test them...........and then DTV can pay me for the jobs that they have been collecting monthly,,,MONEY.
I have a judgment against one and can't find others. DTV helps me and I will work for them.

Also, with all this new crap on top of the old crap it will take a whole day for some to get a system running.

Joe

[RobertE]

This is during the DISH/receiver installation process. The Tech will have to pass the IV (Installation Verification) process prior to the receiver being turned on for the first time.

If the receiver cannot pass the IV process, then a waiver can be granted so that the CSR unlocks the receiver. By default it will be locked since it is a new reciever. A waiver will automatically generate a second truck roll.

The CSR will not be locking the receiver, just unlocking when appropriate.

100% correct.

It's also a pretty safe bet that if a given installer has over a certain percentage of waivers/rollbacks, he will be given some uptraining to correct his work.

When this program is nation wide, we should pretty much see an end to the "installer just left and my signals are in the 40's, it that ok?" posts.

[RobertE]

I'm a new directv customer so I'm an outsider but have you considered the hacks may be hacks because they haven't been properly trained? I would hate to think the first thing you would do is lay off the hacks instead of putting an updated training process in place. What is the installer training and certification program like?
Sorry if this is off topic but you kind of hit a nerve. This is these peoples livelyhood for god sake.

There are some hacks that are hacks because they haven't been trained. This process *should* help identify individual installers and sites that are need of more/better/any training. If a particular sites trainer is a bum and doesn't do anything and the data supports that (lots of waivers from all techs, etc) they won't blink an eye about replacing him. Same with an individual that has to get waiver after waiver after waiver. He either gets retrained or replaced.

Then their are hacks because they simply do not or no longer care. These guys, just need to go, period. Nothing will fix a bad attitude.

As an installer, I'll defend by brethern when they are thrown under the bus unjustly until I'm blue in the face. By the same token, when they deserve it, I'll be in the drivers seat of said bus.

[2dogz]

This is during the DISH/receiver installation process. The Tech will have to pass the IV (Installation Verification) process prior to the receiver being turned on for the first time.

If the receiver cannot pass the IV process, then a waiver can be granted so that the CSR unlocks the receiver. By default it will be locked since it is a new reciever. A waiver will automatically generate a second truck roll.

The CSR will not be locking the receiver, just unlocking when appropriate.

I understand now. I was thinking in terms of the "ET Phone Home" feature when the receiver reports its signal levels over the internet connection. This feature should probably be expanded to use the phone line to report also. An awful lot of horses have already left the barn. D* could then revisit these subscribers with flakey installs spread over time.

[RobertE]

I understand now. I was thinking in terms of the "ET Phone Home" feature when the receiver reports its signal levels over the internet connection. This feature should probably be expanded to use the phone line to report also. An awful lot of horses have already left the barn. D* could then revisit these subscribers with flakey installs spread over time.

The box (AFAIK anyway) does phone home and reports levels from time to time.

However, that does no good when a customer goes behind the tech after he ran new phone lines to rooms and disconnects the phone line.

[joe diamond]

The box (AFAIK anyway) does phone home and reports levels from time to time.

However, that does no good when a customer goes behind the tech after he ran new phone lines to rooms and disconnects the phone line.

RobertE,

Just turned on my crap detector. This is a way to get the phones connected. The last number I saw was one in six households have no landline or a plan to ever get one.

So we have the phones connected and then the "road crews" that do such good work each winter will continue to be great until the leaves come out.

So what is the pay rate for connecting the phones to the verification .....scam?


Joe

[RobertE]

RobertE,

Just turned on my crap detector. This is a way to get the phones connected. The last number I saw was one in six households have no landline or a plan to ever get one.

So we have the phones connected and then the "road crews" that do such good work each winter will continue to be great until the leaves come out.

So what is the pay rate for connecting the phones to the verification .....scam?


Joe

Thats why unless the phone demarc is really, really close and I have to run coax to that room, a phone line doesn't get run. :D

The phone line isn't needed for the verification, it's all internal to the box itself.

[CJTE]

So that leaves me wondering...
What happens to the 5% of the units that seriously are 'bad' and simply wont pass due to an internal issue?

[RobertE]

So that leaves me wondering...
What happens to the 5% of the units that seriously are 'bad' and simply wont pass due to an internal issue?

I would assume that it would get replaced either on the initial install or on the roll back if one wasn't available the first go around.

[Drew2k]

Robert - Very enlightening post and follow-up discussion.

I have a question about the "lock" situation if the box fails IV - what if the customer has a 6 month old system, two spare ports on their WB68, and picks up a new receiver at Costco for self-installation, and it fails IV? Will the customer still be able to get a "waiver" to activate the receiver? Or is the box locked and a roll is needed?

The reason I ask is that when my Slimline was installed in early 2007 it was perfect, but around 4 months I started having problems and it took numerous truck rolls and 2 more months for the LNB assembly to be replaced, eliminating my problems. If the IV was in place in 2007 and I tried to add a new receiver in month 4 or 5, who knows if it would have passed IV?

[joe diamond]

Ah see a bad moon arisin!

Joe

[NYCEGUY01]

Im sure on a self install getting the waiver will be no problem. After the waiver is issued they will activate the reciever on the same call.

As far as the roll back DTV wont send a truck unless the customer agrees to pay the svc fee or an upgrade fee.

The only exception is if the customer has the PP.

I roll on PP svc calls weekly and find splitters etc.. and a new IRD from bestbuy.
At that point its custom labor or they call in and get the Upgrade WO from DTV.

The only real problem I see coming is time. Ive gotten spoiled with these new recievers compared to the old Tivos that seemed to take forever to get running.

Any descent tech ( of which there is a shortage unfortunatly) checks sig. levels etc.. long before getting on the phone to activate etc.. For those guys this wont be a problem at all. IMO

[EricJRW]

Very interesting read, as I continue my wanderings in these forums...

This thread made me wonder something, is there a do it yourself guide for checking the install? I played, briefly, with the signal stength screen and what I saw looked good, but to be honest, I'm not 100% sure what I'm looking at, or if I'm even looking at everything.

Thanks and sorry if that was a bit off-topic.

Eric

[looney2ns]

Sounds like the beginning of a horror story. :eek2:

[jimht]

There are some hacks that are hacks because they haven't been trained. This process *should* help identify individual installers and sites that are need of more/better/any training. If a particular sites trainer is a bum and doesn't do anything and the data supports that (lots of waivers from all techs, etc) they won't blink an eye about replacing him. Same with an individual that has to get waiver after waiver after waiver. He either gets retrained or replaced.

Then their are hacks because they simply do not or no longer care. These guys, just need to go, period. Nothing will fix a bad attitude.

As an installer, I'll defend by brethern when they are thrown under the bus unjustly until I'm blue in the face. By the same token, when they deserve it, I'll be in the drivers seat of said bus.
OK. "Firing up the weed whacker" sounded pretty brutal. Most people given the opportunity and ability will do a good job.

[RobertE]

Robert - Very enlightening post and follow-up discussion.

I have a question about the "lock" situation if the box fails IV - what if the customer has a 6 month old system, two spare ports on their WB68, and picks up a new receiver at Costco for self-installation, and it fails IV? Will the customer still be able to get a "waiver" to activate the receiver? Or is the box locked and a roll is needed?

The reason I ask is that when my Slimline was installed in early 2007 it was perfect, but around 4 months I started having problems and it took numerous truck rolls and 2 more months for the LNB assembly to be replaced, eliminating my problems. If the IV was in place in 2007 and I tried to add a new receiver in month 4 or 5, who knows if it would have passed IV?

The back end processes are a bit different when a tech activates a box vs a customer. Those are the same back end processes are what prevents customers from using the STB Self Activation system as well.

If by some chance a customer fell through the cracks and managed to lock the box, well a truck roll would be needed anyway. First to fix whatever is causing the IV to fail, second to "unlock" the box.

As a side note, I don't yet know what sort of limitations, if any, a locked box has over an unlocked box. That software was rolled out this morning. The IV will also be tested in three markets to work out "issues" before going national.

While at first any change is met with resistance, I see this as a good thing in the long run.

[RobertE]

OK. "Firing up the weed whacker" sounded pretty brutal. Most people given the opportunity and ability will do a good job.

But it's those that don't want to do it right that need to go. This process will make that process easier. Lots of processes. :)

[Drew2k]

The back end processes are a bit different when a tech activates a box vs a customer. Those are the same back end processes are what prevents customers from using the STB Self Activation system as well.

If by some chance a customer fell through the cracks and managed to lock the box, well a truck roll would be needed anyway. First to fix whatever is causing the IV to fail, second to "unlock" the box.

As a side note, I don't yet know what sort of limitations, if any, a locked box has over an unlocked box. That software was rolled out this morning. The IV will also be tested in three markets to work out "issues" before going national.

While at first any change is met with resistance, I see this as a good thing in the long run.Thanks Robert. I think this is a great idea and should eliminate a lot of problems, especially in fringe areas where a customer is told a signal of 65 is acceptable...

I guess I'm still confused about how the receiver will know if it's a tech activating it or a customer doing self-install. You mentioned back-end processing, so I'm guessing that when a tech does an install, the RID is already associated with the customer through the HSP, so when activated, the receiver is somehow notified that the activation was "expected" so it will do the IV test, versus if a customer activates a receiver, the RID is NOT already associated with the customer?

[RobertE]

Thanks Robert. I think this is a great idea and should eliminate a lot of problems, especially in fringe areas where a customer is told a signal of 65 is acceptable...

I guess I'm still confused about how the receiver will know if it's a tech activating it or a customer doing self-install. You mentioned back-end processing, so I'm guessing that when a tech does an install, the RID is already associated with the customer through the HSP, so when activated, the receiver is somehow notified that the activation was "expected" so it will do the IV test, versus if a customer activates a receiver, the RID is NOT already associated with the customer?

Close.

Whenever a tech brings out a box for a new install, upgrade or just an additional receiver, a box type (SD, SDDVR, HD, HDDVR, etc) is listed as "pending". When the box(es) get activated all the information SN/RID/CAM is given to the IVR/CSR. The box gets activated and changed from pending to active. If a box type isn't listed as pending, the STB self activation won't work either. Thats one of the items that prevents customers from fooling around with that screen. :)

When a customer gets one from somewhere, nothing is listed as pending. You call up, give the info and the box just goes straight to active.

[Drew2k]

Thanks again, Robert. Knowledge is power, and you, sir, are powerful indeed. :)

[gitarzan]

Is there a guide to walk a customer through verifying proper installation?

My house was re-roofed this week and after wards when the dish was put back in place I had no signal. I called DirecTV and explained that my slimline dish had been removed and reinstalled by the roofers and I could no longer watch TV. I was told if it needed to be realigned it was covered by my protection plan (which I didn't expect because this was my own doing) but first I still needed to go through all of their troubleshooting steps to reset the receiver and swap the satellite inputs on the back of my HR21. I knew none of this would work because you could look at my dish and see that it was no where close but I happily accepted whatever I was asked to do after learning the service call would not cost me.

Fast forward to Saturday. DirecTV tech on-site, dis assembles dish and reinstalls properly. Asks me to reset receiver and check a channel. Was leaving but I asked him to show me signal strength. We went the the main signal page and he said "see the 100's, your good". I didn't press further but I would like to know what should be checked. I assume his signal meter outside showed good reading for the three satellites I get but I sill would have liked for the tech to have checked on my receiver.

So when I look at the signal meters I see readings in the 90's and some 100's for the three satellites, 101, 110, and 119 for both tuners and most transponders. Transponder 23 is down in the 10-20% range though, Is that okay? Are there certain channels I will have problems with? What should the minimum signals be?

On a side note the installer was very curious about my AM21. Said he hadn't seen or heard of it before and had been doing installs for a while. He looked at the back to see how it was hooked up. Said DirecTV has lost a lot of customers around here because of lack of built in OTA on the HR21.

[CJTE]

Close.

Whenever a tech brings out a box for a new install, upgrade or just an additional receiver, a box type (SD, SDDVR, HD, HDDVR, etc) is listed as "pending". When the box(es) get activated all the information SN/RID/CAM is given to the IVR/CSR. The box gets activated and changed from pending to active. If a box type isn't listed as pending, the STB self activation won't work either. Thats one of the items that prevents customers from fooling around with that screen. :)

When a customer gets one from somewhere, nothing is listed as pending. You call up, give the info and the box just goes straight to active.

While I can tell you with 100% honesty it only happens that way about 65% of the time, this new system is still bad ass.

In regards to system activations, and Drew2K, 'The System (generally) Knows' whether its a tech install/self-install.

When techs have to call in, they usually say they're techs, when customers call in they don't say anything, etc.

[RobertE]

An update with some more vague information for all of you. :grin:

10 more markets will go live with the IV (installation verification) on or about Aug 4. I can't/won't tell you which ones (unless I'm given the go ahead to do so), but their may be some Cowboys flying on some Jets to round up some Lions, Bears and vicious Cardinals. Subtle huh?

So far DirecTv is please with the results. This process has reportedly reduced initial service calls on new installs by nearly double digit %. That has to help the bottom line in both $$$ and customer satisfaction. :)

Nationwide roll out is estimated for early Sept.

[evan_s]

Anyone who can't figure out that hint needs their man card taken away =)

I'm also glad to hear this has been useful in improving the quality of installs. With this and DirecTV buying some of the HSPs it looks like installs might get much better.

[Mertzen]

some Jets to round up

Oh dear. That is going to be a mess. Then again that could be both sides of that river. :lol:

[ironwood]

So the box is now determining whether dish is pointed in the right direction or not, whether cable is proper grade and whether multiswitch is good...... Had a new box, new cable, new dish, points south......the machine tells me 13 volt on 110 sat and 18 volt on 103 sat failed. Hmmm makes a lot of sense I definitely misaligned certain polarities while on the roof. Despite all failed items box activated just fine and picture was great as usual.

[ironwood]

RobertE,

Just turned on my crap detector. This is a way to get the phones connected. The last number I saw was one in six households have no landline or a plan to ever get one.

So we have the phones connected and then the "road crews" that do such good work each winter will continue to be great until the leaves come out.

So what is the pay rate for connecting the phones to the verification .....scam?


Joe

:) That thought was the first thing that crossed my mind.

[RobertE]

The national roll out date has now been moved up to 8/20. For now, the IV process will only be available on the HR20, HR21, HR22 & R22. More will be added at a later date.

[Grydlok]

An update with some more vague information for all of you. :grin:

10 more markets will go live with the IV (installation verification) on or about Aug 4. I can't/won't tell you which ones (unless I'm given the go ahead to do so), but their may be some Cowboys flying on some Jets to round up some Lions, Bears and vicious Cardinals. Subtle huh?

So far DirecTv is please with the results. This process has reportedly reduced initial service calls on new installs by nearly double digit %. That has to help the bottom line in both $$$ and customer satisfaction. :)

Nationwide roll out is estimated for early Sept.

I talked to some FOM's about the invalid fails(101) and they said oh tech's found a way around it.

[Birdman79]

I talked to some FOM's about the invalid fails(101) and they said oh tech's found a way around it.

Yes sir there's a way around it:grin:

[Drew2k]

Interesting that there are technicians willing to usurp the mechanisms DIRECTV is putting in place to ensure a quality installation ... or am I reading too much into the "way around it"? :rolleyes:

[RobertE]

The way around it will be short lived.

Basicly, if you can make it through the setup before the box downloads x255 there is no verification. Big key is IF you make it.

I have a feeling that the box will go full autodownload once it sees a datastream after the 20th until boxes start shipping with x255 or higher on them.

[kevinm34232]

Yes the HR21's seem to just go to auto download at any time after powering on, sometimes in the middle of it acquiring satellite or guide info. The new software won't let you get very far before activating, then you have to finsih the setup. Is that the IV or are they all doing that now?

[Birdman79]

Interesting that there are technicians willing to usurp the mechanisms DIRECTV is putting in place to ensure a quality installation ... or am I reading too much into the "way around it"? :rolleyes:

It makes sense for installs,but for upgrades with existing dish it don't.Now the tech has to bust out with his ladder to realign a dish.Woohoo more work same pay:grin:

[joe diamond]

Interesting that there are technicians willing to usurp the mechanisms DIRECTV is putting in place to ensure a quality installation ... or am I reading too much into the "way around it"? :rolleyes:

I agree with you.....IF
Directv is ready to step up to the bar and pay for the time their techs spend on jobs then, by all means, install all the systems they want. Keep the tech on the phone for hours with little quality control games..but pay by the hour.

Contractors who are paid by the number of boxes installed tend to head to the drive way as soon as the customers are watching TV.

These installations have come a long way from an 18" dish with one or two receivers.

Joe

[Matt9876]

Sounds like the beginning of a horror story. :eek2:


I fully agree, "A truck roll for locked boxes in the mountains of east Tenn":nono:

[Drew2k]

I don't see why this will be a horror story ...

The whole idea is to try to prevent the tech from leaving the house unless the box passes all of DIRECTV's verification tests, but if there is a problem, then DIRECTV knows it immediately and a second service call is supposed to be scheduled to resolve the problem.

Compare this to the current installations, where a tech leaves a house and DIRECTV doesn't know if or when a follow-up call is needed, until the customer calls to complain about something. I was told by a tech from Halstead Communication on Long Island that if the service call was within three months from installation, the tech wasn't paid for the call, because it was considered a problem with the original installation and the tech had to "buy it". (This was my situation - I had the tech out four times and it turned out ultimately to be a bad LNB assembly that needed to be replaced.)

Now I don't know if that's true at all HSPs about the tech not getting paid for follow-ups within the first 3 months, but I'd think a tech would want to avoid having to go back regardless! If the IV can confirm operation as DIRECTV intends, wouldn't that be a good thing? I think it would ... for the customer, for the tech, for the HSP, and for DIRECTV.

[thespaceghost]

IV is setup for blatent disregards to poor setups. It seems DTV is more interested in getting the second line on the DVR verified than the signal. Right now its only the DVR's that are getting the IV setup.

My problem with the IV is its another step slowing down the tech.

[elaclair]

Robert,

Will this work the same for boxes that were previously activated, IE for a Mover's Connection setup?

[houskamp]

The big question is: If it passes does it guarantee the tech gets paid if it passes?
If it does it may be a good thing for techs.. if some part fails later at least you have proof it was working when you left..

[RobertE]

Robert,

Will this work the same for boxes that were previously activated, IE for a Mover's Connection setup?

It should have zero effect on currently activated boxes.

[RobertE]

IV is setup for blatent disregards to poor setups. It seems DTV is more interested in getting the second line on the DVR verified than the signal. Right now its only the DVR's that are getting the IV setup.

My problem with the IV is its another step slowing down the tech.

It will expand to all receivers in the relative near future.

[flipptyfloppity]

This might be kind of a fringe thing, but I think a lot of these problems come from the new satellite rollouts. Before Ka, techs were supposed to dither on the Ku signals, which was time consuming and possible to mess up.

Then there was a period where you had to line up Ka, but not 99. I got my slimline installed during this period and when D* 11 came up, I had zeros on all 99(c)s and had to fix it myself. It would have been a truck roll.

And I can't imagine I was alone.

But I would think that now all the sats are up, most techs will do what they can to align the dish.

Installs just take forever. I helped out my guy by setting up the boxes to do a firmware upgrade off my old (3LNB Ku) dish while he put together the new dish. Which is against policy I understand.

The problem is the techs have to install the new dish, then boot up the boxes, upgrade the firmware, then boot again and wait for everything to come up and verify reception and packages. And this wasn't even including running wires.

[deboxer1]

This might be kind of a fringe thing, but I think a lot of these problems come from the new satellite rollouts. Before Ka, techs were supposed to dither on the Ku signals, which was time consuming and possible to mess up.

Then there was a period where you had to line up Ka, but not 99. I got my slimline installed during this period and when D* 11 came up, I had zeros on all 99(c)s and had to fix it myself. It would have been a truck roll.

And I can't imagine I was alone.

But I would think that now all the sats are up, most techs will do what they can to align the dish.

Installs just take forever. I helped out my guy by setting up the boxes to do a firmware upgrade off my old (3LNB Ku) dish while he put together the new dish. Which is against policy I understand.

The problem is the techs have to install the new dish, then boot up the boxes, upgrade the firmware, then boot again and wait for everything to come up and verify reception and packages. And this wasn't even including running wires.

You are right about that. Installers were asked to aim for and align to something that was not even in orbit, with no way to verify did they actually do it right, even following the instructions word for word.

[kevinm34232]

How could it verify if a 2nd line is installed when you can choose single tuner in the setup?

[elaclair]

It should have zero effect on currently activated boxes.

Okay, hopefully you mis-understood me, otherwise I think we found a loophole. So if it has no effect on previously activated boxes, then with a Movers Connection you could potentially get a bad install and the IV wouldn't catch it Probably not a high percentage probability, but something to think about....

Other than that, this sounds pretty slick......

[RobertE]

Okay, hopefully you mis-understood me, otherwise I think we found a loophole. So if it has no effect on previously activated boxes, then with a Movers Connection you could potentially get a bad install and the IV wouldn't catch it Probably not a high percentage probability, but something to think about....

Other than that, this sounds pretty slick......

Ah, yes, I see now. As far as I know, movers connects won't go through the IV. Unless they have something else planned for those.

[compnurd]

Ah, yes, I see now. As far as I know, movers connects won't go through the IV. Unless they have something else planned for those.

Some good install verification would be to give techs the tools they need to do the job and training. Regardless if they are a sub or not

[joe diamond]

Some good install verification would be to give techs the tools they need to do the job and training. Regardless if they are a sub or not

In another world!

The HSPs have the eq and they plan to keep it.

Joe

[kevinm34232]

Ok, it seems the IV started here today. The HR21 (after software download) verifies satellite configuration. For some reason the 103 has always failed test before activation (103 (a)). We just hit "Continue and Fix Later" and all is well. (I want to know why this is the case). Today it wouldn't allow that option, it said you need to "Get Waiver", which is basically getting a CSR on the phone. So you can't get thru the setup. Well common sense told me how to avoid the 103 failed error, but I want to know why it's happening in the first place. 103(b)(c) signals always average 85-95 on signal meter.

[rahlquist]

Robert or Doug, do you foresee this possibly becoming an initial troubleshooting step? For example;

Customer Calls In and says he gets frequent macroblocking and signal breakup under clear skies, then CSR (or tech if a transfer is needed) sends out a signal to the box to return the current signal strengths. CSR can then authorize a truck roll based on shoddy signal?

I have to say this concept is really interesting to me as I was one of these failed install statistics, requiring a truck roll 3 days later. So this sounds like a wonderful idea. I imagine some installers will get a bit bent out of shape but if there werent so many flaky installs in the first place then it likely wouldn't have come to this.

[RobertE]

Robert or Doug, do you foresee this possibly becoming an initial troubleshooting step? For example;

Customer Calls In and says he gets frequent macroblocking and signal breakup under clear skies, then CSR (or tech if a transfer is needed) sends out a signal to the box to return the current signal strengths. CSR can then authorize a truck roll based on shoddy signal?

I have to say this concept is really interesting to me as I was one of these failed install statistics, requiring a truck roll 3 days later. So this sounds like a wonderful idea. I imagine some installers will get a bit bent out of shape but if there werent so many flaky installs in the first place then it likely wouldn't have come to this.

The receivers already do this when they are connected to a phone line and possibly the Internet connection . It periodically reports "system health" back to DirecTv.

Believe it or not, there is more to that phone line than just PPV and caller ID. ;)

[Matt9876]

Ok, it seems the IV started here today. The HR21 (after software download) verifies satellite configuration. For some reason the 103 has always failed test before activation (103 (a)). We just hit "Continue and Fix Later" and all is well. (I want to know why this is the case). Today it wouldn't allow that option, it said you need to "Get Waiver", which is basically getting a CSR on the phone. So you can't get thru the setup. Well common sense told me how to avoid the 103 failed error, but I want to know why it's happening in the first place. 103(b)(c) signals always average 85-95 on signal meter.

Well 103(a) has failed for each install for over two months now,Now we have to wait on hold for a CSR to get a waiver. Way to go DirecTV...:nono2:

[DaaQ]

103 fails due to the signal beacon, the xponder responding to the ird request not being active, or on if you will.

On the IV, it does not make the box a brick. It holds off completion of INITIAL setup until it will pass. Sometimes you can re run the test to get a pass. Actually you can run it all day long if you want to.

It also will self activate if the phone line is hooked up otherwise it waits for you to activate before finishing up if the tests pass. One last thing is it checks for signal variance on certain xponders across the different sats.

I think it was in the other thread about a "workaround" which was not quite acurate as far as the steps or content of the "workaround" posted that I read that I have experienced. I have first seen this IV software probly more than 2 months ago.

The 103 that failed before is not causing a fail of this IV sw version as far as I can tell so far. I did have a fax somewhere of the 103 fail and continue and fix later thing, which is from my first sentence.

Hope this helps some.

[Matt9876]

Boss said after it failed on setup of 103(a) he call in the normal activation and the box unlocked automatically and started working.

Maybe it's not that hard to get around this verification part,at least for now:)

[joe diamond]

Somebody try tuning 101 and just pushing a small (1 degree) amount....set tilt & el.....report results with a plumb mast.

Joe