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Installers unprepared for MRV/DECA


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97 replies to this topic

#26 OFFLINE   kyledr04

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Posted 16 May 2010 - 03:28 PM

[quote name='WestDC']The HX24's Have the Deca module built in- If your Swim LNB and Swim spliter have a Green lable then that's all you need for MRV QUOTE]

I think this is what I have. The splitter label is green and the input says swm in.

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#27 OFFLINE   RAD

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Posted 16 May 2010 - 03:29 PM

I'm in College Station and these guys were Masstec subs. I fully acknowledge that I only have a limited understanding but they had even less. They said they'd never done MRV, the had a 2 hour MRV class, and thought when they came they didn't have all they need. Again the guys were nice and easy to work with and I was more than understanding. Just coming here to vent and get some help.


At least your Mastec folks took a 2 hour class;)

The install tech supervisor that I talked to said they hadn't had the class yet.

See post My Setup for configuration info.


#28 OFFLINE   Hdhead

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Posted 16 May 2010 - 03:30 PM

Can they just split the line at the end of one the lines with a two-way splitter then run one to the reciever and put the deca adapter and power supply to connect the internet or does it have to be a separate line coming from the 4 way splitter?


That should work fine.

#29 OFFLINE   kyledr04

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Posted 16 May 2010 - 03:31 PM

. As far as the MRV part go online and login to your account. Select MRV programming. .


My account on Directv.com says Whole-home DVR service currently activated.

#30 OFFLINE   amorse2183

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Posted 16 May 2010 - 03:39 PM

What equipment do you have in your home? It almost sounds like they got you setup. Not to come off as a jerk but I can see people on this board using limited understanding of what they read on here to complicate the installation. Add the fact that the installers are also going through the learning process this can create a bad situation.

With the H24 and HR 24's installed they can do MRV between each other. The problem is if you have other equipment and they didn't install BS filters or DECA's they will now be susceptible to issues.


but isn't the whole point of this that he shouldn't have to deal with that? Now, the OP's situation seems to be fixed quite quickly once the installer comes back with the proper equipment. That's all well and good. In the end it really doesn't matter who is at fault. The only important fact is that the OP doesn't have what he paid for. MRV is still new, and there will likely be hiccups for some time to come. I don't think anyone would dispute that. Even I can understand that we as customers must be patient, and this is coming from a person that feels even 1 second of service that is not 100% perfect is unacceptable.

It's just unfortunate we have to be patient at all. I'd rather not have to pay until it's all hooked up 100% properly and working 100% properly, but we live in the real world and that isn't going to happen. But I certainly don't have to like it.

#31 OFFLINE   kyledr04

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Posted 16 May 2010 - 03:52 PM

I works now. I double checked that MRV was selected on my account and all 3 of my recievers then I rebooted all 3 boxes and the swm power supply.

I still could not play the original ESPN poker show we were trying to view. But I recorded part the Boston/Orlando game and can watch it on all the boxes. Must have been something corrupt with that first recording.

So MRV works now. I'm not sure the installers knew it was supposed to work but they did it right (except the DECA adapter for internet) we just had trouble.

Thanks for all the help. You guys are great.

#32 OFFLINE   wilbur_the_goose

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Posted 16 May 2010 - 04:25 PM

IMHO, this is all DirecTV's fault. If I'm a customer, I don't care if a job is subcontracted out - it's still the contractor's (D*) responsibility to make sure their subs are doing the job correctly.

#33 OFFLINE   Shades228

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Posted 16 May 2010 - 04:28 PM

Glad you got it working.

#34 OFFLINE   CuriousG

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Posted 16 May 2010 - 04:30 PM

Ultimately, it is a poor communication between DirecTV and the companies in the field. My DECA install was yesterday and the techs showed up with the DECA parts, but no information on the workorder indicating I needed a SWM installation to make the DECA work. They had most of the SWM parts on the truck, but had used their last power inserter earlier that morning. Had to get another truck from more than ten miles away who was also on a schedule to bring them a power inserter.

#35 OFFLINE   veryoldschool

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Posted 16 May 2010 - 04:35 PM

All of this hasn't been "right", but this is only four days old and everyone is on a steep learning curve.
This doesn't make it "right", but somewhat understandable, and what is more important [to me] would be how well each installer is trying to accommodate the customer.
As they say "crap" happens, it's how well everyone deals with it that counts.
A.K.A VOS

#36 OFFLINE   wilbur_the_goose

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Posted 16 May 2010 - 04:40 PM

Very true, my friend- very true.

It's just that sometimes I wonder if D* knows how much it costs us customers to be home for the install - either zero wages or a valuable vacation day. If the install is successful, no sweat, but to require me to lose another day's wages or blow another vacation day is just not cool.

#37 OFFLINE   dsw2112

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Posted 16 May 2010 - 04:42 PM

Glad to hear you got it working and the techs used the correct equipment (with the exception of the broadband DECA.)
SL3-Slimline to SWM16 - DECA
HR34-700, HR24-500, & HR22-100

#38 OFFLINE   veryoldschool

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Posted 16 May 2010 - 04:42 PM

Very true, my friend- very true.

It's just that sometimes I wonder if D* knows how much it costs us customers to be home for the install - either zero wages or a valuable vacation day. If the install is successful, no sweat, but to require me to lose another day's wages or blow another vacation day is just not cool.

I completely understand.
"Next time" don't be the first one, [please move to the back of the bus. :lol: ]
A.K.A VOS

#39 OFFLINE   Shades228

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Posted 16 May 2010 - 04:49 PM

Very true, my friend- very true.

It's just that sometimes I wonder if D* knows how much it costs us customers to be home for the install - either zero wages or a valuable vacation day. If the install is successful, no sweat, but to require me to lose another day's wages or blow another vacation day is just not cool.


Not to be crass but if you choose to prioritize an installation over work then they can't control that. I get that you still have to set aside time, I have 4 hours set aside tomorrow, so it's still an inconvenience if it doesn't go well or go at all. So I get the premise of wasting time but I don't think they should care about lost wages. I've taken time off of work when I order expensive items that are being shipped to me and I don't want to miss the shipment. I can't get pissed at the company for me losing money/vacation if the delivery was not there when it said it was because I chose to miss work. I can get upset that they didn't do what they said they were going to though.

#40 OFFLINE   RAD

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Posted 16 May 2010 - 06:08 PM

All of this hasn't been "right", but this is only four days old and everyone is on a steep learning curve.
This doesn't make it "right", but somewhat understandable, and what is more important [to me] would be how well each installer is trying to accommodate the customer.
As they say "crap" happens, it's how well everyone deals with it that counts.


No, this is only four days old in the national rollout. It's been in pilot for over a couple months in four metropolitan areas. That's what pilots are for, to find out all the issues/bugs that will happen when you start a deployment. These issues should not be happening now, IMHO.

See post My Setup for configuration info.


#41 OFFLINE   Hdhead

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Posted 16 May 2010 - 06:14 PM

No, this is only four days old in the national rollout. It's been in pilot for over a couple months in four metropolitan areas. That's what pilots are for, to find out all the issues/bugs that will happen when you start a deployment. These issues should not be happening now, IMHO.


I absolutely agree. A botched rollout. Time to end the excuse making. They dropped the ball big time.:nono2:

#42 OFFLINE   veryoldschool

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Posted 16 May 2010 - 06:18 PM

No, this is only four days old in the national rollout. It's been in pilot for over a couple months in four metropolitan areas. That's what pilots are for, to find out all the issues/bugs that will happen when you start a deployment. These issues should not be happening now, IMHO.

I'm not going to disagree "but" isn't your issue this weekend that YOUR installer didn't have the correct stock?
This still falls in their laps and no matter how long or many test markets there were, if your guy didn't order the parts, then who's fault is it?
A.K.A VOS

#43 OFFLINE   veryoldschool

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Posted 16 May 2010 - 06:20 PM

I absolutely agree. A botched rollout. Time to end the excuse making. They dropped the ball big time.:nono2:

I'm not trying to make any excuses.
What I'm trying to do is point to who's to blame.
The install companies had the parts lists to order from some time back.
A.K.A VOS

#44 OFFLINE   RAD

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Posted 16 May 2010 - 06:32 PM

I'm not going to disagree "but" isn't your issue this weekend that YOUR installer didn't have the correct stock?
This still falls in their laps and no matter how long or many test markets there were, if your guy didn't order the parts, then who's fault is it?


That was only one of the problems. The install companies supervisor said that they hadn't been trained on "Connected Home", they didn't have any SWiM16's (never saw one), then wanted to put two SWiM8's in to handle 12 tuners. Looking at other posts it looks like training didn't go well (installers didn't know what they were doing) like not knowing how to connect HR20-100's or handle the broadband/internet connection. There's also a bunch of posts about arriving at customers homes without the necessary hardware to perform the install. I also saw a post that DirecTV technical support telling someone that DirecTV won't install a SWiM16 at a customer location.

Sorry, but as I said, IMHO, there are too many of these type of issues being reported. Before DirecTV decided to do a national rollout they should of at least made sure that their installation companies/contractors had a supply of parts to allows for installations. When a contractor that covers a metro area the size of Austin says they don't have any SWiM16's and have never even seen one that's a problem that should have never occured.

See post My Setup for configuration info.


#45 OFFLINE   Hdhead

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Posted 16 May 2010 - 06:33 PM

I'm not going to disagree "but" isn't your issue this weekend that YOUR installer didn't have the correct stock?
This still falls in their laps and no matter how long or many test markets there were, if your guy didn't order the parts, then who's fault is it?


It is an entire systemic failure of Directv and their contracted installation partners to meet their customers expectations. From the CSR's who are clueless, to the order system that is missing key components, to the installer's supervisors who are not knowledgeable of how it works, to the installers who try there hardest but ultimately did not receive adequate if any training. Just feel like venting some tonight.:)

#46 OFFLINE   RAD

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Posted 16 May 2010 - 06:34 PM

I'm not trying to make any excuses.
What I'm trying to do is point to who's to blame.
The install companies had the parts lists to order from some time back.


And from some posts I've seen it looks like the companies tried to order parts by DirecTV wasn't putting them in the supply chain in large enough quanties so they have them in the field.

See post My Setup for configuration info.


#47 OFFLINE   veryoldschool

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Posted 16 May 2010 - 06:50 PM

It is an entire systemic failure of Directv and their contracted installation partners to meet their customers expectations. From the CSR's who are clueless, to the order system that is missing key components, to the installer's supervisors who are not knowledgeable of how it works, to the installers who try there hardest but ultimately did not receive adequate if any training. Just feel like venting some tonight.:)


And from some posts I've seen it looks like the companies tried to order parts by DirecTV wasn't putting them in the supply chain in large enough quanties so they have them in the field.

Both of you are right, there really isn't anything to question.
RAD you know the memos as well as I do about this.
Stock is in short supply.
Marketing should have waited another month or two and kept the Beta going till then.
Anybody calling DirecTV on Sunday most likely isn't getting the first string CSRs [IMO].
I haven't counted up which have good installs and those that don't, so guessing at the ratio is pointless.
Those that got it working, even though the installer was doing this for the first time, are happier than those that haven't gotten what they wanted [DUH, even I can see this :lol:].
The $300 SWiM-16 seems to be everyone's biggest bitch and what a deal to get 300-400 dollars worth of hardware for $99.
Bet nobody knew how many of us on the forum have been lying in wait for these puppies.
Demand has FAR exceeded supply.
A.K.A VOS

#48 OFFLINE   RAD

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Posted 16 May 2010 - 06:56 PM

Both of you are right, there really isn't anything to question.
RAD you know the memos as well as I do about this.
Stock is in short supply.
Marketing should have waited another month or two and kept the Beta going till then.
Anybody calling DirecTV on Sunday most likely isn't getting the first string CSRs [IMO].
I haven't counted up which have good installs and those that don't, so guessing at the ratio is pointless.
Those that got it working, even though the installer was doing this for the first time, are happier than those that haven't gotten what they wanted [DUH, even I can see this :lol:].
The $300 SWiM-16 seems to be everyone's biggest bitch and what a deal to get 300-400 dollars worth of hardware for $99.
Bet nobody knew how many of us on the forum have been lying in wait for these puppies.
Demand has FAR exceeded supply.


BINGO (for what I bolded)! Except for someone at DirecTV licking their chops at bringing in a bunch of new revenue there was no reason to rush this out if the supply chain wasn't stocked to handle the installations.

See post My Setup for configuration info.


#49 OFFLINE   veryoldschool

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Posted 16 May 2010 - 06:57 PM

BINGO (for what I bolded)! Except for someone at DirecTV licking their chops at bringing in a bunch of new revenue there was no reason to rush this out if the supply chain wasn't stocked to handle the installations.

And we both know his name.
A.K.A VOS

#50 OFFLINE   wilbur_the_goose

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Posted 16 May 2010 - 07:04 PM

Aah - Marketing.... ;)




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