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MRV/DECA Going National May 13th

Discussion in 'DIRECTV Connected Home' started by CuriousG, May 6, 2010.

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  1. May 14, 2010 #901 of 1990
    Spanky_Partain

    Spanky_Partain Active Member

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    Since no update has happened and the MRV still shows Beta on the DVR's and the account does not show Whole Home DVR, I called again. This time the CSR escalated me saying it was an equipment problem. The next one said that SWM did not show up on the account and it could not be activated. I was escalated to the supervisor. After I told him the version of the SWM firmware and library, he believed I had it and he tessellated it to the account team to get it added to my account. This was sent and I was told to give it 24 to 48 hours.

    Needless to say, this has not been a pleasant experience. All I want to do is give them $3 more a month. :nono:
     
  2. May 14, 2010 #902 of 1990
    gregftlaud

    gregftlaud Hall Of Fame

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    The CSR doesnt have an "account attributes" section to go into to get this done ....or cant see it...per Doug's instructions on what to tell the CSR. What do I do i'm on hold with her now......i see some of u are having luck.........what exactly did u tell them to get this done. I've been on the phone now for 40minutes
     
  3. May 14, 2010 #903 of 1990
    Scrib

    Scrib AllStar

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    Nov 22, 2006
    Third time was the charm. The CSR (Tim) put me on hold came back and it sounded to me that he got some information from someone as he kept talking out loud, sounding like he was reading some documented information.

    He got me flagged as a "u" in the system, but the option to enroll me in the service was not working. He said his system was running really slow and took 15 refreshes. But it ultimately did appear, and I'm set.

    w000t
     
  4. May 14, 2010 #904 of 1990
    MikeW

    MikeW Hall Of Fame

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    What package do you have?

    This note from Doug's post..

    If you have the Choice Xtra + HDDVR package (a legacy package no longer available), you may have problems using this procedure. The only way to fix this currently is to switch to the Choice Xtra package and add both HD Service and DVR Service.
     
  5. May 14, 2010 #905 of 1990
    gregftlaud

    gregftlaud Hall Of Fame

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    yah i had that package but she changed it to one of the new packages and that still didnt work. says she doesnt have an account attributes screen to go into. she did change to choice extra and added the hd and dvr but that still didnt resolve the problem. is there a specific department maybe that has different menu screens on their computer they can access compared to others? i'm speaking with an ACE dept rep. Even their supervisors dont know what to do

    They all tell me i need deca. Even the supervisors
     
  6. May 14, 2010 #906 of 1990
    john18

    john18 Active Member

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    If you have been a beta tester using an ethernet connection, simply want that setup enabled and have a CSR who isn't having much luck helping you make sure that you are following Doug's script. You can also give the CSR the following steps.

    1. Go into the DORIS database
    2. Pull up the article "Whole Home DVR Service"
    3. Go to the link "Adding Whole Home DVR Service"
     
  7. May 14, 2010 #907 of 1990
    Spanky_Partain

    Spanky_Partain Active Member

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    This is perhaps my issue. I think I am going to wait and let them figure it out since the account team now has my case escalated to them and I do not want to give them an extra $1.


    [​IMG]
     

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  8. May 14, 2010 #908 of 1990
    LameLefty

    LameLefty I used to be a rocket scientist

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    Middle...
    Did you refer them to the DORIS (their internal documentation system) section on adding Whole-Home DVR Service? Try that.
     
  9. May 14, 2010 #909 of 1990
    gregftlaud

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    i'll try that. i hung up and called back to speak with someone else. she just put me on hold too b/c she never heard of account attributes
     
  10. May 14, 2010 #910 of 1990
    ronkuba

    ronkuba Legend

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    Feb 17, 2007
    Hey Doug, called twice they can't turn it on. I didn't use your script yet. Was unsure if i should use it because I had a tech out and installed everything.
     
  11. May 14, 2010 #911 of 1990
    bhuber

    bhuber Legend

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    Sep 13, 2004
    Wilton, IA
    I have the Choice Xtra + HDDVR package and was able to get MRV flag set on my account. The lady I spoke with was great and truly wanted to help.

    They had to change my base package temporarily, set the flag and change the package back.

    In all it took 35 min on the phone but with customer service rep that cared I didn't really care how long it took, so two thumbs up to the CSR who's name I didn't catch.
     
  12. May 14, 2010 #912 of 1990
    gregftlaud

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    OH FINALLY! I called back 5 times and finally got an older lady named Doris (funny coincedence with the DORIS documentation dont u think?) and she was very patient........went into the DORIS documentation......found the account attributes area (she said it was at the very edge of her screen) and she got me activated. At least i think she did.....under setup----multi room-----status it says activated plus i see a prorated charge for whole home dvr service on my direct recent activity. 2.5 hrs that took. She said she had never been trained on how to activate MRV for people with home networks. Only trained on DECA. Cha-Ching Directv is trying to make some money here making people get DECA. She thanked me b/c she said now she knows what to do the next tie someone calls in with a home network. This one woman in customer retention was extremely rude. I was going back and forth with her and she finally....literally screamed at me......"YOU HAVE TO HAVE DECA TO GET MRV.....THE BETA IS OVER!!!". That is when I called back and got this last nice lady. I told her to tell her supervisors about us home networking people and pass the info on to their superiors so more people wont have to go thru this. Oh, the humanity! lol
     
  13. May 14, 2010 #913 of 1990
    maonstad

    maonstad Mentor

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    Jul 13, 2007
    I got mine activated today. It took about 15 minutes with a 3 minute hold. My package had to be changed. Everything worked. Now my my Multi-Room doesn't show BETA now on my hr20, h21. Real pleased with the tech that added it.
     
  14. May 14, 2010 #914 of 1990
    jungle1

    jungle1 Cool Member

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    I got the same intermediate reply shortly after sending the note. Then I got the reply that showed they made the change.

    Sorry for the confusion - I'll update the original post re: the intermediate reply.
     
  15. May 14, 2010 #915 of 1990
    jungle1

    jungle1 Cool Member

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    I got the same intermediate reply shortly after sending the note. Then I got the reply that showed they made the change.

    Sorry for the confusion - I'll update the original post re: the intermediate reply.
     
  16. May 14, 2010 #916 of 1990
    gregftlaud

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    Those of u that are getting this activated reallly quick do u guys have DECA?
     
  17. May 14, 2010 #917 of 1990
    Doug Brott

    Doug Brott Lifetime Achiever DBSTalk Club

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    Yeah, use the script ..
     
  18. May 14, 2010 #918 of 1990
    gregftlaud

    gregftlaud Hall Of Fame

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    And the DORIS database too. That's what saved the day for me with the rep that finally got it activated for me.

    THANK U SO MUCH DOUG FOR THAT DORIS INFO!!!
     
  19. May 14, 2010 #919 of 1990
    spaul

    spaul Godfather

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    Jul 18, 2009
    I made arrangements Thur.5/14 on the phone to get hooked up for deca and whole home network.Living in West Deptford NJ near Phila market the CSR from directv gave me 1st available day which is Tues.5/18.I, can,t wait my wife will be home for appointment between 8:00 am & noon.CSR was very helpful with my order I have 1 box that will be swapped out no charge my HDDVR &other HD box are good it was just the H20-100 that will be exchanged.This is still as mentioned previously going to cost $99 for hardware + $49 labor + tax .It is worth it to have availablity to watch recorded showes on my other 2 Hd tv,s .I,ll get back in comment after install also CSR did mentioned early on that I, understood that there is a $3 monthly fee for the service which, I can live with .
     
  20. May 14, 2010 #920 of 1990
    puffnstuff

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    Was it real quiet in the background? I only ask because I had an older lady that finally got mine activated named Doris.
     
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