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Receiver needs to be replaced is wrong, what do I do?

Discussion in 'DIRECTV General Discussion' started by Julie, Sep 28, 2013.

  1. Oct 15, 2013 #81 of 112
    Julie

    Julie New Member

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    Ahh, ok, got it. Thanks for the clarification. They didn't even blink when I called (twice) to ask if it was possible.

    This is a fair question. The reason is that in order to do any remote functions one needs to get up and walk rooms away to open a closet and aim the remote inside. Now, we would certainly be willing to do this for him, but he concluded that it's too much of a pain and instead he has been camping out in one of the bedrooms (with a D12) when he wants to watch TV. Also, please understand that, to us lay people, it seems as though it should be a simple fix that would not have required so much time and effort to correct.

    As just mentioned, it certainly does boggle our minds too! Thanks for the help.
     
  2. Oct 15, 2013 #82 of 112
    JosephB

    JosephB Icon

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    To be brutally honest, to most lay people a new D12 would have been perfectly acceptable. You have an extremely odd circumstance that I doubt anyone else has encountered with this box swap. That's why it's such a pain. Information systems are complex beasts and cannot be configured to handle every eventuality, especially when dealing with 15-20 year old systems.
     
  3. Oct 15, 2013 #83 of 112
    veryoldschool

    veryoldschool Lifetime Achiever Staff Member Super Moderator DBSTalk Club

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    "More than likely" the receiver is older than the rep had been working for DirecTV.

    I can understand your Dad's state of mind, but sadly you'll find problems like this with everyone these days.
    I've been through it with Sony & U-verse, so I'd expect the same with Dish.
     
  4. Oct 16, 2013 #84 of 112
    inkahauts

    inkahauts Well-Known Member

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    Ahh, ok, got it. Thanks for the clarification. They didn't even blink when I called (twice) to ask if it was possible.

    This is a fair question. The reason is that in order to do any remote functions one needs to get up and walk rooms away to open a closet and aim the remote inside. Now, we would certainly be willing to do this for him, but he concluded that it's too much of a pain and instead he has been camping out in one of the bedrooms (with a D12) when he wants to watch TV. Also, please understand that, to us lay people, it seems as though it should be a simple fix that would not have required so much time and effort to correct.

    As just mentioned, it certainly does boggle our minds too! Thanks for the help.


    Well I'd have to know the details of your system but when you go Hi Definition someday it will likely all need to change. It may not be hard at all to change your system anyway (in terms if switching remote codes)to be honest, really depends on the actual setup. Usually swapping one thing is pretty easy if your system is based on universal remotes that where programmed.

    And if you have HDTVs and this is why you haven't changed sources to hd yet, I'd change now anyway. And if you are talking about moving from one room to another just to change channels on a DIRECTV unit then I'd say use rf for the moment and the original remote.

    Id have to play with it but do you have the original remote from a d12? See If it will change your Hughes and also see if the Hughes will change a d12. They may actually use the same code base. I doubt you've tested that. It's not necessarily logical. But.....

    Of course the best thing would be for then to get the stuff working right!!!!!
     
  5. Oct 16, 2013 #85 of 112
    Julie

    Julie New Member

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    Humm, I don't know that's really the case. I agree about our odd circumstance, however, let's remember how this all started. Two of our receivers were displaying the message because they really were older MPG receivers. So I called into DirecTV as instructed on channel 341. They told me that only 2 of the 3 would need to be replaced (which was a relief) and sent out two D12 replacements.

    Then they couldn't activate the receivers which they sent out, and ended up screwing up our account. This caused our third receiver (APG) to go awry.

    I have to believe that there are many others who have had receivers swapped out without the rep goofing up their accounts!
     
  6. Oct 16, 2013 #86 of 112
    Julie

    Julie New Member

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    Understood about it needing to change when we go hi-def, but we are a long way from there. Lol. None of our TVs are hi-def anyway (well one is kinda medium-def). We are not TVaholics so it's not an issue.

    Funny you should mention RF because your last message got me thinking about using the Hughes RF remote (and receiver) that came with our GAEBOA and control it from the closet (as a temp fix for my dad's captions). However, after I dug it up I noticed that this newer SD-HBH box doesn't have the jack on the back of the box! Another feature gone, lol.


    AMEN!
     
  7. Oct 16, 2013 #87 of 112
    JosephB

    JosephB Icon

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    I'm actually sure there have been other issues with getting receivers activated and whatnot. In a case like yours where a receiver incorrectly got tagged as being on the list, I'm sure the customer was perfectly OK with getting a D12. Your special circumstance of having the receiver in a different room and using some 3rd party control system is what is unique and you can't really get mad at DirecTV for not being able to support it after so many years.
     
  8. Oct 16, 2013 #88 of 112
    Julie

    Julie New Member

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    Point well taken. Also, agree about problems with all these big companies. However, it's really his call and tonight he threw out "There's no reason to reward this kind of incompetence". He's got a point, but I would really like to Ellen's office a chance to see if they can resolve the issue (although not calling today after they said they would isn't a good start). For now I'm just keeping my fingers crossed...
     
  9. Oct 16, 2013 #89 of 112
    inkahauts

    inkahauts Well-Known Member

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    Understood about it needing to change when we go hi-def, but we are a long way from there. Lol. None of our TVs are hi-def anyway (well one is kinda medium-def). We are not TVaholics so it's not an issue.

    Funny you should mention RF because your last message got me thinking about using the Hughes RF remote (and receiver) that came with our GAEBOA and control it from the closet (as a temp fix for my dad's captions). However, after I dug it up I noticed that this newer SD-HBH box doesn't have the jack on the back of the box! Another feature gone, lol.


    AMEN!


    Don't think just because there's no jack on the back it doesn't do rf. They built antennas inside instead if making people plug in external antennas. Give it a shot. You have to just try it and see unless you have a manual saying it doesn't.
     
  10. Oct 16, 2013 #90 of 112
    Julie

    Julie New Member

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    I (and my family) are not upset at them for not supporting our 3rd party control system, or even for not supporting our old box that didn't need to be replaced (ok, well mabe a little mad at the latter), the real issue is that it was suggested by DirecTV that if we, on our own, purchased a newer Hughes receiver this problem would disappear. I even personally called to make certain that the receiver would work and could currently be activated and then again to verify it and even went further by giving them the exact RID number. Each time I was assured that there would be no problems with activating it and that the message would finally disappear.

    This did not happen! IMO, we can all be upset at them because we followed their advice and still have the problem. It's actually more of a let down now since everyone had anticipated the problem to go away after having waited and counted the days till the newer receiver arrived.

    As mentioned, we are not huge TV watchers (that's probably pretty obvious with all the SD equipment), it's now become emotional and is much more of a big customer service issue. Again, at this point, I'm just keeping my fingers crossed that they can figure this out and we all can get on with our lives! :)
     
  11. Oct 16, 2013 #91 of 112
    Julie

    Julie New Member

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    Really? Wow, ok, good tip. Thanks!
     
  12. Oct 16, 2013 #92 of 112
    inkahauts

    inkahauts Well-Known Member

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    Oh and after this gets fixed id ask DIRECTV to credit you a minimum if what it cost to buy that receiver. You'd have never done that if they hadn't made that suggestion.

    And I get being mad about that part. I would be too.
     
  13. Oct 16, 2013 #93 of 112
    veryoldschool

    veryoldschool Lifetime Achiever Staff Member Super Moderator DBSTalk Club

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    They may have had the day off, but you might want to fire off another email too.
    "You should get" a phone number to call along with a PIN, which gets you through to them if they couldn't get through to you.
     
  14. Oct 16, 2013 #94 of 112
    Julie

    Julie New Member

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    Agreed, but at this point I'm not as optimistic as you are that it will get fixed, but still have fingers tightly crossed.

    Also, thanks again for the idea about the RF remote. Unfortunately, I tried it and it did not work. I looked through the menu options for something that I could "turn on", but couldn't find anything. The manual doesn't say it can't be used, but doesn't say it can either (no mention of RF remote control at all).
     
  15. Oct 16, 2013 #95 of 112
    Julie

    Julie New Member

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    Oops I wasn't very clear here... They did call and speak with a family member on Monday (I was a work). As I understand it, the rep from Ellen's office tried a few things (which didn't work) and said they would look into the matter and would call with an update on Tuesday. However, nobody heard from them. Now maybe, hopefully, they are hard at work on fixing the problem and just didn't have time to phone like they said they were goinig to do. However, my dad is of the generation that firmly believes that if you say you are going to do something then you best do it. Thus, it would have made life easier if they had just called back, even if to say they were still working on it.

    Regardless, you are correct that we do have a contact name, corporate office phone number, and extension to contact the rep ourselves.
     
  16. Oct 16, 2013 #96 of 112
    scoop8

    scoop8 Godfather

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    Since RF remote was mentioned, here's what my situation is with my Mom's 1996 receiver.

    A contact at the forum helped me research this since I'll have to replace Mom's receiver soon. The contact is a DTV employee.

    My best plan was to replace the receiver with another standard RF-capable receiver. I was fairly certain before seeking help with the contact that D* didn't have a RF-capable standard receiver available. That was verified by the contact.

    Due to the way that my Mom's house was wired years ago (RG6 in multiple rooms with CRT TV's), I don't want to get an HD box and RF-modulate the output to her standard TV's. There are a couple of reasons that I don't want to go that route.

    - One reason is the layout of the TV's in her house and where the RG6 outlets are located. I could go with an HD box but it would require a truck roll to remove the std dish on the roof and reroute some RG6 lines in the attic as well as either obtaining a 2nd HD box for use with standard TV's or use her existing H23 to output (RF modulated) to her other standard TV's as well as her HDTV.

    - I've tried using my HR23 at home that way with a couple of my standard TV's but I kept my D11 box for that purpose since I don't have to change the HR23 setup (16:9 or 4:3 output) each time I want to watch my standard TV in the other rooms. It was easier for me to keep my D11 box and use it on one of my RG6 lines that I wired in my house years ago.

    Since I'll have to get the D12 box at Mom's, I'll have to get her familiar with pointing her D12 Remote Control to a wireless IR Extender Transmitter. I use those at my house with my D11 box. I've tried a couple of types of these IR Extenders but they're a mixed bag of results. The main weakness that I've seen with them is the IR range is limited, the distance from your chair with the D11/12 Remote Unit to the IR Extender Transmitter unit.

    The RF range works well for me at my house so I'm fairly certain that it will work ok at her house.
     
  17. Oct 17, 2013 #97 of 112
    Julie

    Julie New Member

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    Well this is somewhat unbelievable after all that I/we have been through, but I walked in tonight and was told that after a call or two the rep from Ellen's office called back and said it was fixed. Honestly I'm still in shock. All those headaches, problems, phone calls (hours and hours of them) and it turned out that it was a just a flag that needed to be corrected by someone in "software". It strikes me as kind of odd that nobody seemed to know about this problem or have even a remote idea as to how to fix it.

    I was at work and didn't speak to them so I don't have much else, but everyone who recommended that I/we contact Ellen's office was right on the money!

    A BIG thank you to everybody who put in their two cents attempting to help out! I wish I knew about emailing her office months ago as it sure would have eliminated an enormous amount of wasted time and money (oh, btw, they did credit us the amount for the newer Hughes receiver too since it was their recommendation to purchase it and they could see that in the notes).

    Again. THANKS EVERYONE! :goodjob:
     
  18. Oct 17, 2013 #98 of 112
    JosephB

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    It very likely wasn't as simple as it sounds. I'm willing to bet they had to call someone in their IT department to manually dig in the database and change the flag directly. The reason no one else had been able to is there's probably not a "button" or interface for a CSR on the front line to fix it (otherwise, you'd have the problem of CSRs flipping that bit to make customers happy who don't want to deal with a box swap)
     
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  19. Oct 17, 2013 #99 of 112
    inkahauts

    inkahauts Well-Known Member

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    Well this is somewhat unbelievable after all that I/we have been through, but I walked in tonight and was told that after a call or two the rep from Ellen's office called back and said it was fixed. Honestly I'm still in shock. All those headaches, problems, phone calls (hours and hours of them) and it turned out that it was a just a flag that needed to be corrected by someone in "software". It strikes me as kind of odd that nobody seemed to know about this problem or have even a remote idea as to how to fix it.

    I was at work and didn't speak to them so I don't have much else, but everyone who recommended that I/we contact Ellen's office was right on the money!

    A BIG thank you to everybody who put in their two cents attempting to help out! I wish I knew about emailing her office months ago as it sure would have eliminated an enormous amount of wasted time and money (oh, btw, they did credit us the amount for the newer Hughes receiver too since it was their recommendation to purchase it and they could see that in the notes).

    Again. THANKS EVERYONE! :goodjob:



    Yahoo! Hope everyone in the family is happy again!!!!
     
  20. peds48

    peds48 Genius. DBSTalk Club

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    Awesome. Thanks for the update.
     

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