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Enabling MRV using your home networking

Discussion in 'DIRECTV Connected Home' started by Doug Brott, May 20, 2010.

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  1. May 20, 2010 #1 of 1195
    Doug Brott

    Doug Brott Lifetime Achiever DBSTalk Club

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    I posted a thread last week in which I detailed a method for getting MRV enabled in an 'unsupported' mode when talking to a CSR.

    DIRECTV has asked that we make a change in our process for requesting 'unsupported' setup.

    At this point, the recommended (and requested by DIRECTV) method for getting your account set to 'unsupported' is to use E-mail.

    Simply click here to get started.
    • Enter your contact information
    • For Topic, select "Services"
    • For Topic, select "Whole Home DVR Service"
    • For Subject, Enter "Please enable Whole Home DVR Service for public beta customer"
    • For Question, Enter "I would like to add whole home DVR Service to my account using my existing equipment. I am already networked and was part of the Multiroom Viewing Public Beta that has been going on the past few months. I realize this will add $3/month to my bill."
    • Enter the security information
    • Press Continue

    At this point, please do not use Twitter nor call CSRs to make this request. Sending an E-mail will provide you with the most effective method to success.
     
  2. May 20, 2010 #2 of 1195
    Doug Brott

    Doug Brott Lifetime Achiever DBSTalk Club

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    Here's an alternate method that has met with success as well ..

    This procedure is for those folks who want to use their own home networking and continue to enjoy Multiroom viewing.

    • Call 1-800-531-5000
    • Give Your Phone # when prompted
    • At the main menu voice prompt say "Whole Home DVR Service"
      At this point you should be connected to an agent
    • Tell the agent that you have been participating in the 'Whole Home DVR Service beta' and you want to enable 'MRV-Capability' so that you can activate 'Whole Home DVR Service' on your account
    • Ask the CSR to cancel (or do not enter) the Connected Home upgrade screen
    • Ask the CSR to enter 'Account Attributes' and choose 'Create New'. 'Account Attibutes' is on the far right hand side of the screen that the CSR is looking at under the same drop down menu as 'Adding Services'. The only option here is 'MRV-Capability' and it should be set to 'u' (for unsupported) with mostly defaults. At this point, you have enabled the 'MRV' flag and you could (in theory) order from the web page. I saw it when viewing my account via the web.
    • Once this has been set, the CSR will have to exit your account information and then reenter your account information screen so that the information refreshes.
    • At this point, the CSR can now enable "Whole Home DVR Service"

    Sometimes CSRs are having trouble finding 'Account Attributes' menu .. It's apparently on the far right hand side of the screen and hard to find. But once they get to this area, it usually goes smooth.

    There have been a small number of CSRs that truly do not have access to this menu .. In this case the CSR may need to have authorization turned on first. This does not seem to be a rule, but more an exception.

    Yet another method
    (Source)

    1. Ask the CSR to go into the DORIS database
    2. Pull up the article "Whole Home DVR Service"
    3. Go to the link "Adding Whole Home DVR Service"

    Caveats

    Look at your statement, if your package is:

    PLUS HD DVR Monthly

    Most likely your statement should show this instead:

    CHOICE XTRA Monthly
    HD Access Monthly
    DVR Access Monthly

    The latter is $1/month more than the former, but the packages are otherwise the same thing.
    Ask the CSR to use the instructions in DORIS in this case
     
  3. May 20, 2010 #3 of 1195
    TheDurk

    TheDurk Legend

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    Well, thanks, but I started my call 30 minutes before your post. Here is the post I was trying to make on your (now locked) other thread.

    The question I had on e-mail was how to deal with legacy package problem. Some specifics on that might be nice for others in the same boat. Should we/they throw in the towel and change packages before e-mailing? Or pre-authorize a change? Or request an attempt to preserve it?
     
  4. May 20, 2010 #4 of 1195
    Gweeto

    Gweeto AllStar

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    Was starting the Twitter process when you posted this. Just sent the email per your instructions. We shall see, thanks for all the information.
     
  5. May 20, 2010 #5 of 1195
    VandyCWG

    VandyCWG Godfather

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    I was going to call per our PM.....but I emailed instead. Thanks Doug!!!
     
  6. May 20, 2010 #6 of 1195
    Teronzhul

    Teronzhul Godfather

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    Same here. 3 CSRs later and I have MRV working in unsupported mode on TC+.
     
  7. May 20, 2010 #7 of 1195
    new_2_hd

    new_2_hd Cool Member

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    The phrasing "unsupported" concerns me. Does that mean they don't support any part of our system or just don't call with network issues because the network is my problem? I am paying for the service plan thing so I'd hate to think this is me saying I am ok with them not fixing any problems.
     
  8. May 20, 2010 #8 of 1195
    pappy97

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    TC+??? You mean you didn't have to upgrade to a "Current" package like many of us were told we had to??
     
  9. May 20, 2010 #9 of 1195
    hasan

    hasan New Member

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    I kept TC+ when I got MRV authorized via telephone this morning. I did not have to "upgrade" my programming package. This was about 9:30 a.m. Central.
     
  10. May 20, 2010 #10 of 1195
    pappy97

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    Hey Doug, so why is it people with TC+ (legacy package, correct?) are able to get MRV authorized but there is this problem if you have the Choice Xtra + HDDVR legacy package in trying to MRV activated?

    Thanks.
     
  11. May 20, 2010 #11 of 1195
    Rakul

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    For whatever reason +HDDVR does not show you as having HD access is how I understood it.
     
  12. May 20, 2010 #12 of 1195
    PlanetBill

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    added mrv a couple days ago, I have TC, no problem.
     
  13. May 20, 2010 #13 of 1195
    webby_s

    webby_s Hall Of Fame

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    I did the email thing since I saw this before I called, so here's hoping I get good end results! :grin:
     
  14. May 20, 2010 #14 of 1195
    mdriskell

    mdriskell AllStar

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    Thanks Doug...just finished submitting my request.
     
  15. May 20, 2010 #15 of 1195
    rob316

    rob316 Legend

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    Just sent my email request as per Doug's instructions. lets see if it gets done.:)
     
  16. May 20, 2010 #16 of 1195
    Doug Brott

    Doug Brott Lifetime Achiever DBSTalk Club

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    This is exactly the reason .. It's a bug in the process, but one I don't think will be changing. The lack of 'HD Access' showing up for that package has been true for years, it's only now that it matters. You can keep the legacy package or go with MRV, but I don't think you'll have success keeping the legacy package and getting MRV.
     
  17. May 20, 2010 #17 of 1195
    Doug Brott

    Doug Brott Lifetime Achiever DBSTalk Club

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    Yup, as long as both HD Service & DVR Service show up on your account .. AND .. You have a minimum of 1 eligible HD-DVR and 1 eligible HD Receiver, then this should be a simple process.

    The 'Choice Xtra plus HDDVR' legacy package will show 'HD Service' as not active. CSRs will be locked out of adding MRV.

    I THINK all other packages are fine. It's this one package that is causing the problems.
     
  18. May 20, 2010 #18 of 1195
    joe221

    joe221 Mentor

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    Thanks Doug, just noticed the end of beta message. Thanks for the easy step by step. We'll see how long it takes to reactivate.
     
  19. May 20, 2010 #19 of 1195
    JJaret

    JJaret Legend

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    Did they give any indication on how long it will take for them to respond?
     
  20. May 20, 2010 #20 of 1195
    hasan

    hasan New Member

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    With the subtle variations in legacy packages, it's a bit confusing. I have TC+, and of course I have HD DVR service. Are there really two variations of TC+ (one like mine and one with "integrated HD-Access". From what you've said, the 2nd package is a problem, but what I have is not, because I called this morning and got authorized, once they went into DORIS and read the new pages. (or what he called "policies".)

    I just tried it now (3:45 p.m.) and it works just fine. Should I expect to be losing it and have to start over with the email route? BTW, Whole Home DVR Service shows on my account (but only under Recent Activity) and I received a partial charge on that bill.
     
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