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Enable MRV using your home networking


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439 replies to this topic

#61 OFFLINE   zums

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Posted 15 May 2010 - 12:43 PM

Question - If I change my programming package from the Choice Xtra + HDDVR legacy package that I currently have so I'm able to enable MRV over my existing network that I have been using, does this have any effect on extending my commitment like adding new hardware does?

The extra $1 doesnt phase me but I really dont want to extend my commitment at this point since my current commitment has expired. Thanks!

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#62 OFFLINE   cadet502

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Posted 15 May 2010 - 12:48 PM

Email seems safer to me as well. For those who were successful, what did you include? Did you add Doug's instructions? The DORIS reference?


Well, the first try at email was unsuccesful,

Subject
---------------------------------------------------------------
Whole Home DVR Service (MRV)


Discussion Thread
---------------------------------------------------------------
Response (Jason H ID W2773) - 05/15/2010 11:08 AM
Dear Mr. K____,

Thank you for writing. I'm glad to hear of your interest in our Whole-Home DVR Service, and I'm happy to assist you.

While I understand that your DIRECTV receivers are connected via Ethernet, please note that upgrading to Whole-Home DVR Service requires the use of a network connection created with coaxial cable, DECAs, potential Band-Stop Filters, potential receiver swaps, and a SWiM install, which may include an entirely new dish. A professional installation is required to ensure that you have a network connection that performs optimally with all the correct equipment.

For more information on what all you will require for Whole-Home DVR service, please call us at 1-800-531-5000. One of our specialists will be happy to answer all of your questions and assist you with your order.

Sincerely,

Jay H.
W2773
DIRECTV Resolution Specialist



P.S. Have a question? Anytime, any topic, instant answers - support.directv.com. The Answer Center provides you helpful information, 24/7, all at your fingertips.

Customer (K___________) - 05/14/2010 02:06 PM
Hi. I have my receivers connected via my home network (ethernet) and would like to enable Whole Home DVR Service (MRV). I do not need any new equipment.

I understand that in order to enable the service, I need to have a new account attribute added to my account. I've been told: "Ask the CSR to enter 'Account Attributes' and choose 'Create New'. The only option here is 'MRV-Capability' and it should be set to 'u' (for unsupported"

Please set this flag on my account so that I can enable this service. Regards,
K________


So I spent 15 min on the phone with a very nice CSR who was unable to follow what I was asking for. She claimed nothing showed up to "create new" so I thanked her for her time and went back to email.

I copied Dougs instructions into a reply email, we'll se how that goes.

The thing that discourages me the most is the limited amount of time we are being given to 1. get the unsupported version in place and 2. schedule an upgrade. I'm travelling this week and have guests coming on the weekend, I can't possibly schedule an upgrade before the end of the month.

Worst come to worst, we may have to see how we do without MRV for a week or so, who knows, might save me 3 bucks a month. (doubt it ;) )



.

#63 OFFLINE   henryld

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Posted 15 May 2010 - 01:04 PM

I changed my plan online from the legacy Choice Xtra+HDDVR to the Choice Xtra package. HD Access & DVR service stayed active automatically, and it allowed me to activate Whole Home DVR Service on my own (verified by the removal of "beta" on my DVR's multiroom settings).

All in all, my bill will be $4 more instead of $3 more, but it was a LOT easier and less of a headache than calling and dealing with DirecTV's CSR's for another 40 minutes. I spent a total of 75 minutes on the phone with them yesterday trying to avoid changing packages. One CSR claimed she couldn't do it because it didn't show on my account that I already had a SWiM. I tried to tell her that a SWiM is not necessary for MRV. We went around in circles for minutes until I conceded to her "knowledge" on the matter. ;)

Tried it and no go for me. The "Activate Now" option never appeared. Guess I will just wait and call next week.:nono:

#64 OFFLINE   xmetalx

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Posted 15 May 2010 - 01:06 PM

Sigh. for any CSR's (or customers looking to get this done..)... its in DORIS. keyword mrv service > Adding Whole Home DVR Service.
click on:
3: If customers insist on adding Whole-Home DVR Service without the upgrade:
and follow the instructions completely.

Edited by xmetalx, 15 May 2010 - 01:12 PM.

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#65 OFFLINE   LameLefty

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Posted 15 May 2010 - 01:19 PM

Sigh. for any CSR's (or customers looking to get this done..)... its in DORIS. keyword mrv service > Adding Whole Home DVR Service.
click on:
3: If customers insist on adding Whole-Home DVR Service without the upgrade:
and follow the instructions completely.


THIS should be a sticky! :)

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#66 OFFLINE   jasonc213

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Posted 15 May 2010 - 01:26 PM

Sigh. for any CSR's (or customers looking to get this done..)... its in DORIS. keyword mrv service > Adding Whole Home DVR Service.
click on:
3: If customers insist on adding Whole-Home DVR Service without the upgrade:
and follow the instructions completely.


I can confirm this as well, I guess that officially removes the "unsupported" status. I personally would have worded this a little differently had I posted it; using internal terminology is very unprofessional.
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#67 OFFLINE   wideglide36

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Posted 15 May 2010 - 01:26 PM

I just got off the phone with a nice rep who said that I needed to upgrade to Deca to continue getting the mrv feature.

I explained to her that I only wanted to activate it as per Doug's instructions.

I followed Doug's instructions to the letter.

She would not even consider following those instructions as she thought she might be violating company policy.

She said even the employees at Directv had to upgrade to Deca without exception.

She spoke with her supervisor while she was talking to me and the supervisor apparently confirmed what she was telling me.

I told her thanks and that if I decided to upgrade to Deca, that I would call back.

I have no intention to upgrade to Deca.

Guess I'll save $3.00 a month...............................:)

#68 OFFLINE   scottchez

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Posted 15 May 2010 - 01:33 PM

This for sure works.


OPTION ONE- Email method detailed in other posts. I would also suggest saying in the email it is OK to upgrade you to a non legacy package if needed for a $1 if they need to do that to get the code set.

OPTION TWO- Long Phone method detailed below:


Step 1. Go Online check your package.

Make sure you DONT have
Choice Xtra + HDDVR package (a legacy package no longer available) .

If you do call and change it to something current.

Step 2. Wait about 10 mins for the system to replicate and update to a current package.. Check online again to make sure you dont have the old package. There is a bug in the coding that will precent you from adding the Code U for un supported under a legacy package. DORIS confirmed this in testing.
In some cases the web page may not update till the next day if there system is in cache mode due to server issues.

Verify that you now have this on your account. If you dont the screen needed later may be greyed out.

a. Current package

b. HD Service

c. DVR Service,

Step 3. Call again BUT ONLY from 8am to 8PM when the main call centers are online. They contract some calls late at night and they are not trained as good on this.

Ask if the CSR has been trained on Multi Room. If they have tell them you already have the hardware (Cat 5 or what they want to sell you, dont say which one, just that you have been beta testing for half a year and you have the hardware already).

Mention the steps in the first post, and that if the CSR has any questions they should check the DORIS Documentation (there internal help page or documentation).
(Doris is a CSR/Trainer)

Also say you agree that your system will not be support hence the special "U" flag that needs entered

"
NOTE: If you are ordering DECA/SWiM, DO NOT follow this procedure. Simply order DECA/SWiM and MRV will work out the way it's supposed to.

This procedure is for those folks who want to use their own home networking and continue to enjoy Multiroom viewing.

a. * Call 1-800-531-5000

b. * Give Your Phone # when prompted

c. * At the main menu voice prompt say "Whole Home DVR Service"

d. At this point you should be connected to an agent
* Tell the agent that you have been participating in the 'Whole Home DVR Service beta' and you want to enable 'MRV-Capability' so that you can activate 'Whole Home DVR Service' on your account.

e. Be real real nice, you dont want to tell the CSR how to do there job , but suggest the following steps based on notes given to you since your a beta tester already.

=====Steps for CSR==================

f. steup MRV

g. Ask the CSR to cancel (or do not enter) the Connected Home upgrade screen

h. Ask the CSR to enter 'Account Attributes' (under the same drop down as adding services) and choose 'Create New'. The only option here is 'MRV-Capability' and it should be set to 'u' (for unsupported) with mostly defaults.

i. wait 60 seconds for update, At this point, you have enabled the 'MRV' flag

j. the CSR will have to exit your account information and then reenter your account information screen so that the information refreshes.

k. At this point, the CSR can now enable "Whole Home DVR Service"

Step 5 Check your account online, you should see it after about 10 mins if there sytem is not in cache mode. I will be very normal to see lots of credits and partial charges if you had to change pages.


This for sure works. Key is to get there computer system ready by getting off any legacy packages. Also key is finding someone trained on doing normal MRV. Also they need to follow the Doris notes for someone that already has the hardware or has been beta testing for many months and knows for sure it works.

If you get a CSR that has not done a multi room setup yet, or does not know how. Say thank you and call again.


P.S. if your supper nice to the CSR, ask them if they have any Premier channel promos going on, you never know what you might find?

Edited by scottchez, 15 May 2010 - 01:56 PM.

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#69 OFFLINE   JACKIEGAGA

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Posted 15 May 2010 - 01:38 PM

Email seems safer to me as well. For those who were successful, what did you include? Did you add Doug's instructions? The DORIS reference?


I told her I wanted to activate WHDVR without an upgrade. She knew exactly what to do. 10 minutes later it showed up on my account and Beta was removed from Menu screen on the DVR's. Inever mentioned Doris

JACK,
 
 


#70 OFFLINE   JACKIEGAGA

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Posted 15 May 2010 - 01:40 PM

I just got off the phone with a nice rep who said that I needed to upgrade to Deca to continue getting the mrv feature.

I explained to her that I only wanted to activate it as per Doug's instructions.

I followed Doug's instructions to the letter.

She would not even consider following those instructions as she thought she might be violating company policy.

She said even the employees at Directv had to upgrade to Deca without exception.

She spoke with her supervisor while she was talking to me and the supervisor apparently confirmed what she was telling me.

I told her thanks and that if I decided to upgrade to Deca, that I would call back.

I have no intention to upgrade to Deca.

Guess I'll save $3.00 a month...............................:)


Just call back and try another CSR

JACK,
 
 


#71 OFFLINE   wideglide36

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Posted 15 May 2010 - 01:42 PM

scottchez,

I pretty much explained all this to the csr without any success.

You shouldn't have to call ten times in order to add features to your account.

Seems like they don't want my $3.00 a month.

Wait til you hear this, when I mentioned the instructions for doing this were posted at dbstalk.com, the rep had never heard of the place! "GASP"

I think all employees at Directv should have to visit our beloved site at least once per day, in order to get caught up on the latest facts.

Just my 2 pennies:)

#72 OFFLINE   KenW

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Posted 15 May 2010 - 01:43 PM

...the limited amount of time we are being given to 1. get the unsupported version in place and 2. schedule an upgrade.

.


I'm also traveling all week, and my wife would kill me if we lost it now. I put a H21 in the bedroom, and she can watch all of her shows in bed when I'm not in town.

I wouldn't mind so much paying for the SWM/DECA upgrade, but there is no time to get the installation done. She wants me home when they do the installation, and I guess I can't blame her. My only option seems to be the Unsupported flag.

Setup

Ken


#73 OFFLINE   veryoldschool

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Posted 15 May 2010 - 01:44 PM

scottchez,

I pretty much explained all this to the csr without any success.

You shouldn't have to call ten times in order to add features to your account.

Seems like they don't want my $3.00 a month.

Wait til you hear this, when I mentioned the instructions for doing this were posted at dbstalk.com, the rep had never heard of the place! "GASP"

I think all employees at Directv should have to visit our beloved site at least once per day, in order to get caught up on the latest facts.

Just my 2 pennies:)

"It's hard" because this wasn't planned for by DirecTV.
This is more of a "backdoor loophole" that was added very late in the process.
A.K.A VOS

#74 OFFLINE   steff3

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Posted 15 May 2010 - 01:48 PM

Just want to verify; Total Choice Plus with HD and DVR activated is not the same as Choice Xtra + HDDVR package ??? Or are they both Legacy packages that need to be removed prior to enabling MRV? I thought I had read here or on the other thread, where others had success with the TC + but not the Choice Xtra + HDDVR package.

#75 OFFLINE   veryoldschool

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Posted 15 May 2010 - 01:50 PM

Just want to verify; Total Choice Plus with HD and DVR activated is not the same as Choice Xtra + HDDVR package ??? Or are they both Legacy packages that need to be removed prior to enabling MRV? I thought I had read here or on the other thread, where others had success with the TC + but not the Choice Xtra + HDDVR package.

I had zero issues with my TC+ [plus HD plus DVR, plus ....:lol: ]
A.K.A VOS

#76 OFFLINE   Doug Brott

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Posted 15 May 2010 - 01:53 PM

Go online and look at HD Services .. If it says 'HD service is activated' then you shouldn't have any problems getting whole home DVR service activated once the MRV-Compatibility flag has been set to 'u'.
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All comments are my own. Unless specifically stated, my views do NOT represent the views of DIRECTV

#77 OFFLINE   steff3

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Posted 15 May 2010 - 02:08 PM

I had zero issues with my TC+ [plus HD plus DVR, plus ....:lol: ]

!rolling

#78 OFFLINE   steff3

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Posted 15 May 2010 - 02:12 PM

Go online and look at HD Services .. If it says 'HD service is activated' then you shouldn't have any problems getting whole home DVR service activated once the MRV-Compatibility flag has been set to 'u'.


It does state that exactly however since I am traveling until next week I went the email route and the response I received was:


Subject
---------------------------------------------------------------
Whole Home DVR


Discussion Thread
---------------------------------------------------------------
Response (Robert O ID 418079) - 05/14/2010 09:08 PM

Thanks for writing, I appreciate the opportunity to personally address your concerns.

Upon review of your account, it appears that you have an expired base package. In order to add any new services to your account, you will need to changed your base package to a current selection being offered. lease visit directv.com/packages to update your account.

Thanks again for writing, I appreciate your patience and understanding.

Sincerely,

Robert O ID 418079
DIRECTV Resolution Specialist

#79 OFFLINE   gregftlaud

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Posted 15 May 2010 - 03:58 PM

Jasonc213, yah after 2.5 hrs last nite i finally got it activated. Thanks to Doug telling me to tell the CSR to go into the DORIS database

Edited by gregftlaud, 15 May 2010 - 04:05 PM.


#80 OFFLINE   deanconst96

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Posted 15 May 2010 - 04:24 PM

Here is my experience via email and I have the Choice Xtra package.


Subject
---------------------------------------------------------------
Re: activation [Reference #: 100515-001226]


Discussion Thread
---------------------------------------------------------------
Response (Delio F. - 100267962) - 05/15/2010 01:39 PM
Dear Mr. Dean,

Thanks for writing back.

I understand your concerns about activating your Whole Home DVR Service. I would like to inform you that even though you've been included in the beta testing and was able to share content between your receiver, here are a few reasons as to why you still need the Whole Home DVR Service upgrade:

- To enjoy the very best experience with our Whole-Home DVR Service, customers must make use of our SWiM network.
- Our proven technology creates a connection (network) with coaxial cables and eliminates issues that exist with an Ethernet connection (network) such as Freeze Frame and Pixelation.
- Testing has shown that DIRECTV may not be able to completely eliminate some of these issues within an Ethernet network where Whole-Home DVR Service is being used.

You may already have your DVR network connected, but please take note of the following:

- Upgrading to Whole-Home DVR Service requires the use of a connection (network) created with coaxial cable, DECAs, potential Band-Stop Filters, potential receiver swaps, and a SWiM install, which may include an entirely new dish.
- A professional installation is required to ensure that you have a connection (network) that performs optimally with all the correct equipment.

For further assistance, please call us at 1-800-531-5000.

Thanks again for writing. We're glad to be of service to you.

Sincerely,

Delio F.
Employee ID 100267962
DIRECTV customer service




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