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TD: Setting up network connections....

Discussion in 'Service - DIRECTV On Demand CE Versions' started by Earl Bonovich, Sep 5, 2007.

  1. MikeW

    MikeW Hall Of Fame

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    I think the "contact your ISP" for setup should suffice. All advertising should use the word "capable" with an asterisk stating the onus is on the customer to get connectivity. Simply state, connect your network to the supplied jack on the back of your reciever. As Earl has said several times, there are simply too many possible combinations. If customer support is going to help in any way, the end result is a higher cost for support which gets trickled down to all users.
     
  2. tfederov

    tfederov Well-Known Member

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    Mixer mentioned using local CE'rs for this. That might not actually be a bad idea. I'd be up for it. Home networking isn't that difficult and with the braintrust we have here, there's a ton of support. It would be a way for us to pay DIRECTV back for everything they've done for us.

    Maybe DIRECTV could put a card in the box or a message when setting up networking (on the screen) to come here for help?
     
  3. Earl Bonovich

    Earl Bonovich Lifetime Achiever

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    As much as it sounds like a "Win-Win", isn't going to happen for legal reasons..... way way way too much risk involved with non-contracted employees doing work like that.

    Now having a link on DirecTV.com to a specific user forum to get assistance... with the appropriate disclaimers..... different story.
     
  4. bluemoon737

    bluemoon737 Godfather

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  5. tfederov

    tfederov Well-Known Member

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    Good call on the DirecTV.com site. They could be moderated by D* directly (no pun) and we could help out over there.
     
  6. Stuart Sweet

    Stuart Sweet The Shadow Knows!

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    It's tough because you don't want to get too involved in people's networks, and you have the disadvantage where it's not your hardware (like cable or FiOS/FiOS TV). But you have to train the installers, train the CSRs, being a tier of people on for support. It's just expected.

    In my line of work I have to help people with computer problems all the time, because I use a computer to do my job. Same thing.
     
  7. twistedT

    twistedT Icon

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    They could set up a D* help center with trained CSRs to help you with your network setup. They could help with the basic setup. If they had something that could not be figured out, perhaps they could give the # to tech support for the maker of the device they are using, IE linksys, buffalo, etc. When I set my network up, I was on the phone for hours with Linksys. I have a wired network, wireless network, and VOIP. Everything was set up before the HR20 so all I had to do was plug in the cat-5 and I was good to go.
     
  8. jba115

    jba115 Godfather

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  9. Radio Enginerd

    Radio Enginerd New Member

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    Partner up with Linksys, Netgear or Dlink (whoever is the lowest bider) to create a DirecTV branded WiFi bridge (at the $50 price point) that is DHCP and easily configurable. Perhaps even build in a use for that USB port on the back. :)

    Just a thought, don't know how feasible it is.
     
  10. NYSmoker

    NYSmoker Icon

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    Must have been a dream. Or I just went acronym crazy.
    Either way that idea does nothing for the HD receivers in the wild.
     
  11. Radio Enginerd

    Radio Enginerd New Member

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    That requires redesigning the box.

    Not certain that's the kind of feedback they're looking for.
     
  12. armophob

    armophob Difficulty Concen........

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    We are not talking media share here so I would think it would not be that difficult in DSL applications. Provide a cheap 5 port switch or a rebate for one, a cat 5 cord, and and the DSL modem acts as a router. And as mentioned above, a on screen walk through forced to showcase.
    I can't speak for other internet solutions though.
    Now media share is a whole other ball of wax for another thread.
     
  13. bluemoon737

    bluemoon737 Godfather

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  14. RobertE

    RobertE New Member

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    <Insert Higher Deity of you choice here> I sure hope not. At least not without a considerable bump in pay. Too many HSP installers have a hard enough time with coax, my head just hurts at trying to trouble shoot cat5/5e/6/???. :(
     
  15. Nofences

    Nofences Legend

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    I would suggest something similiar to what Tivo has done, sell a usb wireless dongle ($30-$40 max) and add a guided setup to the menu or as some have suggested add a channel or download a showcase to the HR20 that explains how to set it up. I don't think they will ever make it idiot proof, but if they could make it easy enough that anyone with a moderate amount of technical knowledge (someone who doens't need help plugging all the cables in to their pc when they have been removed) and inexpensive enough that it isnt going to cost $100 to download $5 movies, I think people will give it a shot. For everyone else not willing to try and set it up themselves, contract with the Geek Squad/Firedog and let them charge whatever they want for a housecall.

    Just my .02
     
  16. cnmsales

    cnmsales Hall Of Fame

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    I agree that built in wifi should be there, Cept I would say it should be N. Nothing less.
     
  17. HDTVsportsfan

    HDTVsportsfan New Member

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    I agree.....that would be alot to ask. Way to many variables and combinations and configurations.
     
  18. cbaker

    cbaker Icon

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    1) Loggging Logging Logging !!!!
    I guess I am going a bit beyond just DoD. I think between DoD and Media Share, there should be more logging or a network log window / test. For example, I know the network test lists some pass/fail things, but I just think there should be something more detailed. You are getting into an area where there are WAY TOO MANY VARIABLES. So the HR20 should tell the user what is happening. Like a log that shows if it found a DHCP server or not. What is it's (DHCP's) IP? How long is the lease? Did it get a DNS server in DHCP? What is it? .... okay, some of this is available in the Advanced setup screen, but not for DHCP and then the next part, Media Share. There is ZERO info on that component. Again, a log would allow you to see what it found for media servers. It could log uPNP process... I have had a media share on my network and the HR20 could not find it. A log could show what it has tried in regard to the discovery process (what it tried and what it found). Again, a log on the HR20 really would help the end user (or their technical, network helper) and D* techs in network debugging.

    2) A few basic tests like a ping and tracert tool. Again, really helpful to see if you can at least reach the default gateway and if so, a tracert to D* servers to see where things are failing.
     
  19. High Technology

    High Technology Mentor

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    I would echo the comments of many people above: whatever approach is rolled out must be fairly standardized. There are too many combinations and permutations of network devices out there in people's homes and some of it doesn't play well with each other. The solution is comprised of two parts: hardware & software

    From a hardware perspective, there should be at least 3 options, each which is fully supported by the box itself (drivers, firmware upgrades, etc. occur transparently to the user):

    1 - Ethernet (already implemented, and allows us CE'ers to use other equipment such as wireless bridges, etc.)

    2 - Wireless via a DirecTV branded USB dongle (or bridge), ala TiVo (which I believe is a Netgear WG111 wireless G usb dongle)

    3 - Powerline adapter


    From a software perspective, for each of the options there needs to be a clear, concise on-screen set up wizard that walks people through the setup. The wizard needs to start with "what type of adapter", and go step by step all the way through wireless security, etc. At every possible step along the way, the system should test progress so as to limit troubleshooting.

    While most of us here are "techies", the average user of this technology doesn't want to be bothered when things don't work properly. One of the reasons why companies like Apple and TiVo are so adored by people are their products' utter simplicity -- they just seem to work right, right out of the box!
     
  20. Stuart Sweet

    Stuart Sweet The Shadow Knows!

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    I completely agree with cbaker... there is nowhere near the level of diagnostics required. Personally I'd like a little program you can run on another computer that would query and sniff what the HR20 is doing, it would probably give you more control.
     

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