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Guest Message by DevFuse

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MRV/DECA Going National May 13th


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1989 replies to this topic

#126 OFFLINE   veryoldschool

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Posted 13 May 2010 - 07:53 AM

CSR training seems abysmal. Even using the official terminology (Whole-Home DVR (not MRV), I get virtual blank stares on the phone. :confused:

I have no idea of how many CSRs they have, but can kind of understand them not being up to speed yet.
Is this how it should be? Of course not, but....
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#127 ONLINE   jsmuga

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Posted 13 May 2010 - 07:53 AM

I think that the reason people may be getting that call to order message is because they have a legacy package (like Total Choice Plus). I get that message for ANYTHING I try to order including the HD Plus package (with those 6 channels or so).


I have premier and had to call to order.
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#128 OFFLINE   David MacLeod

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Posted 13 May 2010 - 07:53 AM

I think that the reason people may be getting that call to order message is because they have a legacy package (like Total Choice Plus). I get that message for ANYTHING I try to order including the HD Plus package (with those 6 channels or so).

nope.
same not eligible message for me on a current plan.
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#129 OFFLINE   RAD

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Posted 13 May 2010 - 07:56 AM

Received a call back, supervisor checked and said no new commitment if no receivers being replaced but wouldn't budge on activating MRV without having DECA installed.

See post My Setup for configuration info.


#130 OFFLINE   dwcolvin

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Posted 13 May 2010 - 07:57 AM

Just got off the phone, again. CSR (after LONG hold time) said they looked at my account and I wasn't in a Beta, Beta wasn't available in North Carolina, and the only way to turn MRV on is a DECA install. :mad:

While this may be new today, the Beta Opt-In is old news.

DIRECTV and NFL-ST since 1994, Slimline w/SL5 LNB, SWiM-16
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#131 OFFLINE   The Spud

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Posted 13 May 2010 - 08:00 AM

Has anyone been able to activate MRV on their network without ordering the upgrade?


When I called to order, the CSR was going to activate without ordering the upgrade. Since I am currently running on a wireless N network I wanted the upgrade for better reliability so she transferred me to an "MRV Specialist."

I was quoted $99 equipment, $49 install, 2 year commitment. I questioned the 2 year commitment, but didn't object since I added a receiver 2 months ago and would only be extended a couple of months anyway. I also asked about getting the equipment fee waived since I had read that some people were getting it waived. She put me on hold and when she came back she said she could waive $49.

Install scheduled for next Tuesday.

#132 OFFLINE   dwcolvin

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Posted 13 May 2010 - 08:01 AM

nope.
same not eligible message for me on a current plan.


I suspect (after reviewing the documents on the Installer Forum) that there is some flag that you've already had the correct hardware installed (as all HD installs will be after today), and nobody currently has that flag set.

#133 OFFLINE   iceturkee

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Posted 13 May 2010 - 08:07 AM

So do you have to pay upfront or can they add this to your bill? Anyone know yet?


i was told wednesday you have to pay upfront. i was going to call again today. but i am not keen on a new 2-year contract. i was already told both of my dvr's will work and don't need upgrading.

#134 OFFLINE   SBacklin

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Posted 13 May 2010 - 08:07 AM

When I called to order, the CSR was going to activate without ordering the upgrade. Since I am currently running on a wireless N network I wanted the upgrade for better reliability so she transferred me to an "MRV Specialist."

I was quoted $99 equipment, $49 install, 2 year commitment. I questioned the 2 year commitment, but didn't object since I added a receiver 2 months ago and would only be extended a couple of months anyway. I also asked about getting the equipment fee waived since I had read that some people were getting it waived. She put me on hold and when she came back she said she could waive $49.

Install scheduled for next Tuesday.

Does your Wireless N setup not good enough? What kind of problems are you running into?

#135 OFFLINE   TBlazer07

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Posted 13 May 2010 - 08:08 AM

Doesn't seem to work so far. Some CSRs don't even know what Whole-Home DVR (what it's called on the website) is.

The good news: you can activate on the website
The bad news: it says I'm not eligible, and to call :(


I can't even find it on their website (I have always hated their website - it's terribly frustrating to navigate and changes so often it's never the same). I put "MRV" in the search box and all I get is the page saying it's still in beta.

#136 OFFLINE   jagrim

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Posted 13 May 2010 - 08:08 AM

So do you have to pay upfront or can they add this to your bill? Anyone know yet?


Was only given a choice to pay up front

#137 OFFLINE   Doug Brott

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Posted 13 May 2010 - 08:09 AM

I was told my install activated a new 2 year agreement. Does that definitely mean it is so, or could the rep just be misinformed? Does DirecTV have any official information anywhere that speaks to this issue?


If you get new/replaced receivers, I think the answer to this will be yes .. If it's just the SWiM/DECA (no receivers), then the answer should be no extension from my understanding.
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#138 OFFLINE   afulkerson

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Posted 13 May 2010 - 08:10 AM

Just got off phone and getting install tomorrow morning between 8 and 12. They are going to replace my H20-100 due it not having an ethernet port. I expected that. Will wait and see how long it takes to do the install.

#139 OFFLINE   tonypitt

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Posted 13 May 2010 - 08:10 AM

Was only given a choice to pay up front


Same with me, and unlike some here, none of my fees were waived.

#140 OFFLINE   Ken984

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Posted 13 May 2010 - 08:11 AM

I called in and got told $99 flat, then she said whoops there is also a $49 install fee, and a new 2 year commitment. She also said all my receivers were MRV ready, which is not true, I have an H20 on my account. So I think I will call back later and see if somebody else is more in the loop.

Sony KDL-70w850b, Denon AVR-2311Ci, Klipsch 7.1, HR44-700


#141 OFFLINE   tonypitt

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Posted 13 May 2010 - 08:12 AM

Based on how poorly informed the CSRs are on all of this, what does that suggest about the expertise level of the installers? Are they going to be equally clueless?

#142 OFFLINE   Doug Brott

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Posted 13 May 2010 - 08:13 AM

Doesn't seem to work so far. Some CSRs don't even know what Whole-Home DVR (what it's called on the website) is.

The good news: you can activate on the website
The bad news: it says I'm not eligible, and to call :(


Not sure anyone can actually activate online .. I have a full DECA/SWiM setup and it's telling me to call as well. I expected that a call would be necessary.

Seems the CSRs are not quite hooked in to the new feature just yet. I'll try and find out some things today .. It's early at the moment.
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#143 OFFLINE   bakerfall

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Posted 13 May 2010 - 08:13 AM

I have a networked setup that works great and I'm willing to pay the $3, I just want to get it enabled on my account so I don't have any downtime.
HR20-700 (w/1 TB eSATA drive), HR24-500 x3, HR22-100, SWM-16, DECA

#144 OFFLINE   iheartroscoe

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Posted 13 May 2010 - 08:14 AM

Just scheduled an install. Was initially told that it required a new two year commitment, but that was clarified. Two year commitment only applies when swapping receivers. I was also told that I would have to either deactivate or swap my DirecTivo. I have a SWM8 with the legacy ports. Is that still the case? I had to pay up front. Install scheduled for Sunday.

#145 OFFLINE   Doug Brott

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Posted 13 May 2010 - 08:15 AM

Based on how poorly informed the CSRs are on all of this, what does that suggest about the expertise level of the installers? Are they going to be equally clueless?


While there is still a ways to go yet, I do get the sense that installers and installer training has improved significantly over the past couple of years.

That being said, since today is the start day I expect a lot of folks to say that this was the first install for whomever they get as an installer .. So, being their first, it could take them a little bit longer than it will in a few weeks. Patience may be a necessity.
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#146 OFFLINE   Doug Brott

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Posted 13 May 2010 - 08:18 AM

Does your Wireless N setup not good enough? What kind of problems are you running into?


Wireless and/or powerline should be avoided at all costs for MRV ..
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#147 OFFLINE   Doug Brott

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Posted 13 May 2010 - 08:19 AM

I called in and got told $99 flat, then she said whoops there is also a $49 install fee, and a new 2 year commitment. She also said all my receivers were MRV ready, which is not true, I have an H20 on my account. So I think I will call back later and see if somebody else is more in the loop.


Replacing the H20 with an H24 (or H21/23 + DECA) will trigger the commitment you are seeing.
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#148 OFFLINE   The Spud

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Posted 13 May 2010 - 08:20 AM

Does your Wireless N setup not good enough? What kind of problems are you running into?


Most of the time it works fine. Sometimes it gets choppy, and occasionally I lose connection to the network. I presume this is related to how much load is on the network. I am running 3 Linksys WRT160n routers with DD-WRT firmware.

I can put up with the occasional glitch, but my wife can not. It will be worth the $100 to keep her happy. :P

#149 OFFLINE   dwcolvin

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Posted 13 May 2010 - 08:20 AM

Based on how poorly informed the CSRs are on all of this, what does that suggest about the expertise level of the installers? Are they going to be equally clueless?


I demoed MRV to a Tech last week :D He'd at least heard of it.

CSRs seem less well informed.

#150 OFFLINE   Ken984

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Posted 13 May 2010 - 08:23 AM

I know, but she was not offering a new receiver just the commitment. I figure the system was putting it in there she was just not seeing it.

Replacing the H20 with an H24 (or H21/23 + DECA) will trigger the commitment you are seeing.


Sony KDL-70w850b, Denon AVR-2311Ci, Klipsch 7.1, HR44-700





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