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Problem with Directv roof installation/upgrade

Discussion in 'DIRECTV Installation/MDU Discussion' started by roberto, May 5, 2014.

  1. May 5, 2014 #1 of 44
    roberto

    roberto New Member

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    May 3, 2014
    I am a long-time Directv customer, but new to this forum. I am seeking guidance for a problem
    I am currently having with my service.

    About 2 weeks ago, I started having problems where I could not get a signal reliably on several
    HD channels I tried. I check the satellite signal strength, and found poor signals on a couple of
    the satellites. I called Directv, and the CSR offered to upgrade me to the "Genie" system; my
    (non-SWM) dish is relatively old -- installed around 2006, I think, when I first went to HD -- and
    my understanding is that it needs to be upgraded in order to support the newer receivers. (My
    current primary receiver is an HR-21, which replaced an HR-20 that died a couple of years ago;
    I also have been using an old non-HD DVR in my bedroom). I agreed to the upgrade, which
    required a new 2-year service commitment, but was otherwise free. I emphasized to the CSR
    that the dish is on the roof of my (2-story) house, and she set up the install for a couple of
    days later.

    The tech (from Multiband) showed up on the installation date, but the weather was bad (rain,
    thunderstorm), and we agreed the work needed to be postponed for safety. He did look at the
    current dish (from the ground), and observed that the LNB seemed to be damaged. Other than
    the bad weather that day, he did not indicate that there would be any other issue with the new
    install, which was rescheduled for a few days later. On that day, the weather was bad again,
    so the install was rescheduled again for a couple of days later.

    Finally, on that day, the weather was good; a different tech from Multiband showed up, but
    immediately told me that he would not be able to install the new dish where the old one was,
    as he did not have a ladder that tall, and they were no longer supposed to go on roofs. I asked
    why the first tech had not said anything about that, or at least mentioned needing a sufficiently
    tall ladder for the job, and he only said that it must have been from a different contractor, which
    I believe was simply untrue. I also pointed out that I had told Directv that the dish was on the
    roof. He only offered to install the new dish somewhere else (leaving the old one on the roof),
    but I noted that I had learned from the previous install that the roof was the only feasible location
    with a proper line of sight to all of the satellites. He poked around the property for a couple of
    minutes, and finally said he was calling in to ask a supervisor for assistance. A woman from
    Multiband then called me, and asked me to acknowledge that the installation was being
    cancelled due to a line of sight problem. I said I would not acknowledge that, and that the issue
    was that the tech would not go on the roof. She connected me with someone who said they
    would come to the house to "assess" the situation within 72 hours. That was one week ago, and
    I have not heard anything from them or Directv. Meanwhile, of course, I still have the problem
    with my existing service, which prompted my call in the first place.

    So, my question is, what is the best way to deal with this? From previous experience, I am
    guessing that I will need to find a local installer to do the work; I actually did that for the earlier
    install (after having problems with the techs sent at that time by Directv), but that installer is
    apparently no longer around. Can anyone recommend a reliable installer in the Boston area,
    who is willing and able to work on a roof? Would they be able to provide my new equipment
    (one way or another), or would I need to have Directv send it to me, hope that it's right, and
    have the installer install it? Would I need to pay them out of pocket, and then try to get Directv
    to compensate me? Or should I try to resolve this with Directv and/or Multiband (whom I am
    not sure I would trust to do a proper installation at this point)?

    Any advice is welcome.
     
  2. May 5, 2014 #2 of 44
    peds48

    peds48 DIRECTV A-Team DBSTalk Club

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    While is true that techs are not supposed to work of the ladder, you can call DirecTV and schedule another appointment as usual and hopefully you get a tech that is willing to break the rules. Or if you want, you can sign the waiver and let the tech use a harness to get on the roof.

    Getting this done outside DirecTV means at you have to acquire all the equipment yourself and you will have to pay for it as well


    Sent from my iPhone using Tapatalk
     
  3. May 5, 2014 #3 of 44
    harsh

    harsh Beware the Attack Basset

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    You are not being treated extraordinarily.

    Insurance and liability issues rule the day.
     
  4. May 5, 2014 #4 of 44
    west99999

    west99999 Icon

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    I have never heard of a w waiver being needed for fall protection (harness) to be used. Why would a waiver be needed? The tech needs a supervisor to bring out a fall protection system to get off the ladder if I were you I would escalate this issue with DTV. Don't go paying someone else to do the work or buy equipment when it is going to be a free upgrade through DTV. Look on Directv.com and find the contact us link and send them an email letting them know what all took place they will handle this for you.
     
  5. May 5, 2014 #5 of 44
    peds48

    peds48 DIRECTV A-Team DBSTalk Club

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    a Waiver is needed to install the plates where the harness gets attached. DirecTV is in no way responsible for any damages (leaks) arising from the installation of these plates. The plates will remain on the customers roof permanently


    If you never seen one or you have not used the harness, best not to talk about of what you don't know
     
  6. May 5, 2014 #6 of 44
    longrider

    longrider DIRECTV A-Team DBSTalk Club

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    peds, I have a question. As it sound like you have used fall protection, how do you get the mount plates up there? It sounds like a chicken or egg situation, you need fall protection to work on the roof but you cant get off the ladder to mount the plates without fall protection

    On a side note, it is interesting how different companies feel about this. When I had my roof done a couple years ago fall protection was the last thing on the roofers list of concerns...
     
  7. May 5, 2014 #7 of 44
    samrs

    samrs MANC DBSTalk Club

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    Fall protection isn't used to get on the roof. It's purpose is to keep you from hitting the ground.

    The anchor is installed at the edge of the roof from the ladder. If the roof is to steep to walk on then fall protection is irrelevant.

    A doublewide would require fall protection. A roof with a steep pitch would be a NLOS.
     
  8. May 5, 2014 #8 of 44
    trh

    trh This Space for Sale

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    OSHA has been cracking down in recent years, but not even DirecTV has a clearly delineated policy (IMO).

    Remember Undercover Boss with DirecTV a few years ago? The CEO climbed up on the roof with one installer as they were trying to troubleshoot a problem, yet on an install he went on, the installer wouldn't let him climb on the roof as it 'violated safety regulations.'

    Here is a roofer who got hammered by OSHA.

     
  9. May 5, 2014 #9 of 44
    peds48

    peds48 DIRECTV A-Team DBSTalk Club

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    as samrs mentioned, first one is installed by the edge of roof. the lanyard is about 6 ft long, IIRC. so if you need to go further, you need another plate once you are anchored to the roof. of course this only applies to roofs that are not to steep. very steep roofs gets cancelled.
     
  10. peds48

    peds48 DIRECTV A-Team DBSTalk Club

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    it only takes one to die and the company to be sue and pay millions for them to get serious. sad.....
     
  11. peds48

    peds48 DIRECTV A-Team DBSTalk Club

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    Yes it is. if you work on the ladder you don't need fall protection. if you need to get on the roof you need fall protection. easy peasy
     
  12. west99999

    west99999 Icon

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    Whoa there buddy I assure I have saw and know exactly how the fall protection system works. O&O which is DirecTV does not have any plates at all. I am not sure what kind of contraption you guys at Mastec are using. DirecTV uses 4 different anchoring methods for work.
    1. Counterweight anchor - this method uses an engineered anchor box that has 18 weights in it, the box and weights are placed beside the house, in-line and opposite, the installation location of dish. The lifeline is connected to the box using the connecting carabiner.It is the weight of the box and the lifeline bearing on the roof that resist the forces generated in a fall.
    2. Vehicle hitch anchor - This anchor uses a vehicle with a towing package, the anchor attaches to the hitch and the weight of the vehicle and the lifeline bearing on the roof resists the forces generated in a fall.
    3.Concrete anchor - This is the only method that a hole must be drilled into the customers concrete foundation. The wedge of the concrete anchor and the lifeline bearing on the roof resist the forces generated in a fall.
    4. Anchor strap - The last method is a 6 foot strap the can be wrapped around existing structure found on the property such as a tree.

    There are no waivers signed with any of these methods but customer must approve of the hole being drilled into concrete for the concrete anchor method.

    It most likely is other "kits" available but this is what DirecTV uses in all of their markets.
     
  13. peds48

    peds48 DIRECTV A-Team DBSTalk Club

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    This one is useless as is only approved for roofs with up to 5 degrees pitch basically flat roofs
     
  14. peds48

    peds48 DIRECTV A-Team DBSTalk Club

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    have yet to seen a DirecTV or any DirecTV vehicle for that matter with a tow hitch package. not sure where this is being used..... hmmmmm
     
  15. peds48

    peds48 DIRECTV A-Team DBSTalk Club

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    have seen many permutations to this one, some of which requires multiple holes in concrete....
     
  16. peds48

    peds48 DIRECTV A-Team DBSTalk Club

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    Not sure a tree qualifies as a anchoring point. I would not risk my like on a tree..
     
  17. peds48

    peds48 DIRECTV A-Team DBSTalk Club

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  18. west99999

    west99999 Icon

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    This is not true and a tree can be an attachment point for sure. Attached is the system DirecTV uses. You could also learn a lot about it at www.gravitec.com
     
  19. west99999

    west99999 Icon

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    Every O&O field sup van has a tow package for this purpose exactly.
     
  20. peds48

    peds48 DIRECTV A-Team DBSTalk Club

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    perhaps for you, not me! I want to get back home every day...
     

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