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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 21, 2010 #141 of 1195
    matt

    matt New Member

    4,858
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    Jan 11, 2010
    Don't think of it as a $7 DVR fee and $3 MRV fee, think of it as a $10 DVR fee! :D I just think how my Tivo when I had cable was $12 something, so that helps me deal with the pain :grin:
     
  2. May 21, 2010 #142 of 1195
    innovamage

    innovamage Cool Member

    28
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    Aug 15, 2006
    I called (didn't see this thread until after) last night and it took a whopping 5 mins on the phone to get activated. Works great over my Gigabit network.
     
  3. May 21, 2010 #143 of 1195
    swaff

    swaff Hail to the Redskins

    502
    53
    Feb 15, 2009
    Central...
    Sent the email late yesterday afternoon - Cut and pasted Doug's instructions exactly

    This morning MRV is enabled again and the charge does show on my account

    Received an email at 6:18A this morning:

    ==========

    Thank you for writing. I understand you would like to add the Whole-Home DVR Service. To enjoy the very best experience with our Whole-Home DVR Service, customers must make use of our SWiM network. Our proven technology creates a connection (network) with coaxial cables and eliminates issues that exist with an Ethernet connection (network) such as Freeze Frame and Pixelation. Testing has shown that DIRECTV may not be able to completely eliminate some of these issues within an Ethernet network where Whole-Home DVR Service is being used.

    However, per your request I've added Whole-Home DVR Service at its normal price of $3 per month. Please note that we will be unable to provide additional support (troubleshooting) specific to the Whole-Home DVR Service. Furthermore, this offer doesn't include DECAs and Band-Stop Filters nor receiver swaps.

    I appreciate you giving us the opportunity to assist you with your concerns. We do appreciate having you as a customer and we look forward to serving you for many more years to come.

    Thanks again for writing.

    Sincerely,



    Ashley B
    U9996
    DIRECTV Resolution Specialist

    ==========

    Thanks Doug and thanks DirecTV
     
  4. May 21, 2010 #144 of 1195
    dtrell

    dtrell Hall Of Fame

    1,210
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    Dec 27, 2007
    +1 +1 +1000
     
  5. May 21, 2010 #145 of 1195
    jdspencer

    jdspencer Hall Of Fame

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    Nov 7, 2003
    I sent the email last night at 8:30 and have yet to receive a reply. I guess they have been swamped. Anyway, will the reply indicate if i have to change package from CHOICE XTRA + HDDVR in order to activate MRV? I'd really like to avoid having to call.

    It seems they are as clueless about answering their email as if I had called.

    There's no indication on DirecTV for my account nor do the DVRs indicate that MRV is authorized.
     
  6. May 21, 2010 #146 of 1195
    dbtds

    dbtds Mentor

    32
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    Oct 12, 2006
    I called this morning before normal customer service hours, and was able to get to Tech Support. The first call went great, the agent knew exactly what I was asking for and said she added it to my account. My mistake was not testing it before hanging up.

    About an hour later it still hadn't shown up, so I called Tech Support again. This time the agent did some research and said it couldn't be added unless I switch to the SWiM dish for a $99 charge. I told her it was working fine with my old dish in the beta program, but she wouldn't budge. I wasn't willing to shell out $99 to get a new dish for a network feature that doesn't have anything to do with the dish, so I ended the call so I could try again with a different agent.

    The third call went about as well as the first (although she did mention that I didn't have the SWiM dish). This time I tested before ending the call, and it was working.

    For those interested, I have a legacy Total Choice+ plan and an older AT-9 dish.
     
  7. May 21, 2010 #147 of 1195
    MalibuRacing

    MalibuRacing Legend

    137
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    Mar 2, 2007
    What had me really agitated was the 2nd CSR and the Supervisor said they did not have MRV beta in my area when I told them I had it working for months... What, now I'm lying?? I had it from the first day it was available. :mad:

    I'm happy now that I got it working, but I totally agree that the transfer from beta could have been handled much better.
     
  8. May 21, 2010 #148 of 1195
    CopyCat

    CopyCat Member

    342
    1
    Jan 21, 2008
    South Carolina
    Followed the directions to send an email yesterday, this is the reply:

    Thank you for writing. We will be happy to assist you with adding the Whole-Home DVR service to your account. Please know that to enjoy the very best of our Whole-Home DVR service, we request that customer’s upgrade to our SWiM Network for optimal usage of the Whole-Home DVR service.

    While we understand that you have made a substantial investment in a non-SWiM home network, we can activate the Whole-Home DVR service at its normal price at $3.00 per residence. However, we will be unable to provide additional support (troubleshooting) specific to the Whole-Home DVR Service. In addition, by adding the service without upgrading doesn't include DECAs and Band-Stop Filters nor receiver swaps.

    We believe that the upgrade is a substantial value and provides the very best, fully supported, Whole-Home DVR Service experience. We strongly encourage you to take this upgrade offer so that you can receive optimal usage of the Whole-Home DVR service.

    In order to activate services for Whole-Home DVR, you will need to upgrade your package to a current package of CHOICE or above as your current package is no longer available. Package availability can be viewed at directv.com/packages or you may call us at 1-800-531-5000 to upgrade your packaging at any time.

    If you choose not to upgrade your equipment and still want us to add the service on, please write back and let us know.

    Thank you again for writing.

    I do not think I should have to change my package to turn this on
     
  9. May 21, 2010 #149 of 1195
    rgbyhkr

    rgbyhkr New Member

    9
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    Jul 2, 2006
    14 hours and counting since my email. I guess I'll try calling again. What a hassle.

    Jeff
     
  10. May 21, 2010 #150 of 1195
    The Merg

    The Merg 1*

    10,289
    35
    Jun 24, 2007
    Northern VA
    You are activating MRV in an unsupported mode. They are not going to let you order something like that on-line.

    I assume they probably thought you were referring to the MRV/DECA beta test, which was only available in 4 markets, none of which was yours.

    - Merg
     
  11. May 21, 2010 #151 of 1195
    joed32

    joed32 Hall Of Fame

    2,763
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    Jul 27, 2006
    I activated it and they said nothing about removing the grandfathered Premier with free DVR service.
     
  12. May 21, 2010 #152 of 1195
    timf

    timf Legend/Supporter DBSTalk Gold Club

    254
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    Apr 21, 2002
    I activated via phone on Wednesday using the instructions provided in the previous thread, and all was working well after that. However, last night the service switched to "Not Authorized" with no warning messages or anything. My bill shows the service was credited back to my account minus the .10 for the one day it was active. I modified the message in the first post to better suit my needs and hopefully they can get this resolved.
     
  13. May 21, 2010 #153 of 1195
    dwcolvin

    dwcolvin Icon

    668
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    Oct 4, 2007
    This is becoming even more FUBARed than it already was, and who would have thought that was possible? :bang

    There's so many talented, rational people from D* here... obviously none of them are in charge. :mad:
     
  14. May 21, 2010 #154 of 1195
    pfp

    pfp Whatever

    1,559
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    Apr 28, 2009
    Just got the response back this morning.

    This really is extremely frustrating!
     
  15. May 21, 2010 #155 of 1195
    misterleeman

    misterleeman New Member

    2
    0
    May 21, 2010
    I received the same email. They want me to "upgrade" to a current package. <sigh>

    -- Lee
     
  16. May 21, 2010 #156 of 1195
    pfp

    pfp Whatever

    1,559
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    Apr 28, 2009
    Seems the "preferred" email route doesn't work as well as expected. Could someone please tell me how to go the Twitter route? It seems reports are that works the best.
     
  17. May 21, 2010 #157 of 1195
    Doug Brott

    Doug Brott Lifetime Achiever DBSTalk Club

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    Jul 12, 2006
    Los Angeles
    I've been told that the Twitter folks will be directing you to the E-mail route .. :shrug:
     
  18. May 21, 2010 #158 of 1195
    njblackberry

    njblackberry Icon

    655
    1
    Dec 29, 2007
    The left hand doesn't know what the right hand is doing (NOT YOU DOUG - the whole authorization and installation process).
     
  19. May 21, 2010 #159 of 1195
    Scorch

    Scorch AllStar

    81
    0
    Aug 4, 2006
    Sent the email yesterday and still no reply. won't say how happy I am they shut it off with little warning. I tried for 2 days to activate it by phone and had no luck, then you have this email thing that is bitterly slow......for someone who has been a "D" supporter for 12 years....I have nothing to say right now!
     
  20. May 21, 2010 #160 of 1195
    hasan

    hasan Well-Known Member

    5,957
    54
    Sep 22, 2006
    Ogden, IA
    I wonder if they hardened their position or changed the rules in the middle of the day yesterday, or perhaps after 2 p.m. or so, when they cut the BETA off?

    I ask this because I have TC+ (not HD-DVR) and I called at 9:30 a.m. Central, and after an extended call, where my package was not even raised as an issue, I got authorized just fine. The problem was the CSR while very cooperative, had the wrong info. When he went to DORIS (their policy manual), he said there had been some new pages added that he had not seen, and it addressed what I wanted him to do. he then did it, and all was well.

    He actually read from the script in DORIS which told me I was unsupported, and what that meant. The earlier script in DORIS said I had to upgrade my equipment, with no mention of package.

    These poor CSRs have been thrown under the bus in this transition, most specifically with respect to anyone who wants to run unsupported.

    There still exists the possibility that D* actually changed the policy mid-day yesterday, and will no longer permit the unsupported option without upgrading the package (giving them a way to get out of legacy packages) and/or going DECA.

    From everything I've read so far (and still needing some input on a mixed/hybrid network for my 2 dish system), I think my unsupported home network will be replaced by an SWM/DECA system in the near future, but having WHDS (MRV) in the mean time is a big plus as I assume I'll be waiting in line a few weeks to get the SWM/DECA install done.

    Good luck, and I hope we hear from some people from last night or this morning who were able to get MRV authorized, which would mean the policy hasn't changed.
     
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