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installation questions

Discussion in 'DIRECTV Installation/MDU Discussion' started by montanaxvi, Jul 7, 2012.

  1. Jul 7, 2012 #1 of 13
    montanaxvi

    montanaxvi Legend

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    Oct 2, 2008
    I'm posting this for a friend that just had their install today and isn't happy to say the least. Using my referral credits and new sub incentives he felt he was getting enough of a deal to drop WOW. Tech was scheduled in the noon-4pm window and called around 1pm stating he would be there by 2pm. Didn't arrive until almost 4pm and didn't finish the install until almost 8pm. Outside dish mounted on roof where requested but ran line down side of house, under deck but up over a deck board and screwed down onto the deck board, then drilled through wall right into area where WOW had punched in damaging the silicone seal WOW had put to fill in their drop. Hooked up the boxes after installing SWiM splitter but said that even though the CCK was on the order he couldn't get it to connect to the wifi so he was taking it with him and told my friend to call him on his personal cell phone to install it again if D* sent him a new one after he called in once the tech left.

    My friend is less than happy that it took so long to install when the tech basically just used all the exisiting lines and didn't have to do anything other than mount dish and switch splitter. Also unable to order any PPV tonight for the UFC fight without having to call in because he doesn't have a land line.

    Should he call in to the front line CSR about the shoddy install or is there someone specific to contact that's in charge of the installs for specific areas or company wide? Also this was a tech in a D* branded van, not a subcontractor like I've had show up for repairs or truck rolls.
     
  2. Jul 7, 2012 #2 of 13
    The Merg

    The Merg 1*

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    Jun 24, 2007
    Northern VA
    Unfortunately, it sounds like your friend got the short end of the stick. The install up to the hook up of the CCK sounds typical. The installer will generally run the line outside the house to a point where they can punch into the house. In this case, it was where the cable company had their cable coming in. I believe he should have resealed the hole though to make it waterproof.

    As for the CCK, that should have been hooked up. Even if he could not have gotten it to work via wifi, it could still be hard wired to a router if it was nearby. If the CCK had been connected, your friend could order PPV via the remote as being connected via the Internet is a valid replacement for lack of a landline.

    If your friend had an HR34 installed, they can just run an Ethernet cable to the jack on the HR34 then. The HR34 has the ability to act like a CCK.

    Your friend can also contact Ellen Filipiak <ellen.filipiak@directv.com>, VP of Customer Service, and explain his issue with the install. Her office is very proactive in resolving issues.

    - Merg
     
  3. Jul 7, 2012 #3 of 13
    montanaxvi

    montanaxvi Legend

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    Oct 2, 2008
    Thanks for the input. I figured that the external wall punch was a typical install as a fish is considered a special request.

    I've not personally gone over to look at the handiwork yet as it was just too hot out today to waste the gas and time just to look at an install. The way he made it sound to me was that the old WOW wires were neatly ran under the deck (he has a 2nd floor deck so we're not talking any crawling in the dirt here) and then punched in, whereas the D* installer today ran them to a point then came up on top of the deck where he used a clip of some sort and screwed the line down to one of the deck planking boards before running it back down and punching into the WOW hole.

    I'll see if I can get over there and get some pictures and take a look at things tomorrow.
     
  4. Jul 8, 2012 #4 of 13
    montanaxvi

    montanaxvi Legend

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    Oct 2, 2008
    He just sent me a text of his TV and it's searching for signal. He said it did that 3 times in a 20 minute period so he turned the TV off in disgust. It is 100 degrees outside and not a cloud or storm in sight, no reason he should be having signal issues other than the shoddy install. He shot off an e-mail to Ellen last night concerning the install and CCK issue and awaiting word from that team.

    I'm going over in about an hour to take a look for myself.
     
  5. Jul 8, 2012 #5 of 13
    montanaxvi

    montanaxvi Legend

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    Oct 2, 2008
    I just rolled over and took a look at his install and I would be pretty pissed off if it was mine.

    Mounted dish on roof with 2 lines coming off, ran down corner of sliding glass door frame to under deck. Lopped off one of the lines and left bare wire exposed, ran other line to a 2 way splitter. Ran 1 line off splitter into another splitter and 2nd line into external wall punch to get to old existing WOW drop in one bedroom. This wall punch is the one where WOW had silicone on the existing line, D* tech yanked out the WOW line and just ran his in existing hole without replacing silicone, this is also the line that is under the deck then up between two deck planks and screwed to the planks and up to drop. Mind you there was a WOW line already here, he could have just used that line which is ran very clean and is hidden in the track on the siding under the deck.

    2nd line off this first splitter is ran into another splitter which enters garage wall. Inside the garage wall the tech pulled away all the pink fiberglass insulation and left hole in wall exposed both inside and outside garage, this line runs into a downstairs rec room which is also an existing WOW drop, D* tech used another splitter in garage to get to this existing drop.

    2nd line off the 2nd splitter ties into existing WOW lines outside the home which runs into the house to main living room where the HR34 is hooked up at.

    In all I counted 3 splitters used between inside and outside the home, not to mention the bare exposed 2nd line coming off the dish which is just hanging below the deck. Also the existing WOW lines are cut in multiple places and if the tech pulled any lines out he just threw them on the ground leaving a mess wherever he was working. The line that runs up onto the deck boards is not clean and sticks out so the dogs have attempted to chew on it already and my friend tripped over it when he was coming out on to the deck from the sliding glass door that the line is next to.

    He is still awaiting reply from Ellen's team on how to proceed from here. I also got to listen to the voicemail the tech left him about calling him directly to come install the CCK after he calls and orders a new one from D*. Not a very pleasant experience for a first time customer and makes me feel bad for even recommending D* to him.
     
  6. Jul 8, 2012 #6 of 13
    The Merg

    The Merg 1*

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    Jun 24, 2007
    Northern VA
    Your friend got a bad tech. I think most of the installers here would agree with that. Just for starters, with a SWM-LNB dish only one line needs to come down. It sounds like a crappy job was done with all the hole punches and cable management. At a minimum, the holes should have been siliconed.

    I know it doesn't help your friend now, but if they were upset with the install they did not have to sign off on it and could have requested a supervisor to come out.

    With regard to the CCK, your friend DOES NOT need to order a new one. It was on the order and should be installed. It sounds like the installer is pulling a fast one and trying to keep the one your friend already paid for.

    Hopefully Ellen's office will be taking care of your friend shortly. In the meantime, have your friend take lots of photos of everything the installer did (and didn't do). Also, make sure he saves that voicemail.

    - Merg
     
  7. Jul 9, 2012 #7 of 13
    dielray

    dielray Legend

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    Aug 5, 2009
    It does sound like a poor install. Hopefully it will get straightened out. Feel bad for the follow up tech, those are always the worst to roll to.

    For a tech to close out the CCK, the receivers must be able to call back via internet. When the CCK was on the order to begin with (not added by the tech) and has been deleted, the customer is able to call in to have a CCK-W dropped shipped for free. The tech should have tried to troubleshoot, but at a certain point a tech is going to give up. I feel a wired CCK should have at least been tried first, even if as a temp line, just to rule out router configuration.
     
  8. Jul 9, 2012 #8 of 13
    The Merg

    The Merg 1*

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    Northern VA
    I believe the policy is that they should have tried the CCK in hardwired mode. I know in the past that the policy was to run a coax to where the router is so that it could easily be connected.

    - Merg
     
  9. Jul 9, 2012 #9 of 13
    montanaxvi

    montanaxvi Legend

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    Oct 2, 2008
    He's still waiting reply from Ellen's team but called in to speak with someone about the CCK. They're sending him a wireless one at no charge which helps somewhat but he's still left with the poor install and issues from that part of the install.
     
  10. dielray

    dielray Legend

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    Aug 5, 2009
    The policy is to always use a wired CCK unless there is not an open port or we have been denied access to the router.

    At one point we could leave a CCK not connected. They changed policy so we can't. They then changed it so we could again, and changed the metrics so it was beneficial to the tech to do so. They then changed it so we couldn't leave it again, and changed the metrics to heavily penalize the tech if he left it. We were only ever required to prep the run if we were leaving a CCK.

    We are not allowed to touch any router configuration pages. We are required to troubleshoot until it works. With a wired CCK, if it has a green Clink light and is not working we are to swap it with another one, swap the Ethernet cable, and swap the port. If it still isn't working, there isn't anything else we are allowed to do, and thus the CCK gets deleted.

    Overall he had a shoddy install, and would seem the tech did not do all he could to get everything working, and installed well. I'm not defending the tech here. I'm just trying to shed some light on the policies.
     
  11. Old_School

    Old_School Legend

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    Nov 28, 2011
    PA
    Any updates to how this all worked out?
     
  12. montanaxvi

    montanaxvi Legend

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    Oct 2, 2008
    It's actually still all in progress to be honest. He did get a CCK next day aired to him but he says it was the same model the tech couldn't get to work on the install and they've yet to get a truck out to attempt the installation. The wire that was an eyesore and cause of most of his complaints was actually chewed by one of the dogs while he's been waiting for a tech to come back out so he took it upon himself to run a new line and conceal it where the WOW line was so it's hidden now and looks much cleaner. The main thing is waiting on the truck to come address the shoddy installation with all the splitters, unsealed holes and loose cable everywhere.
     
  13. montanaxvi

    montanaxvi Legend

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    Oct 2, 2008
    Done deal, finally. Truck roll brought with it a WCCK and a competent tech who cleaned up the wiring issues as well as peaking the dish and addressing any outstanding issued.
     

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