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Enabling MRV using your home networking


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1194 replies to this topic

#126 OFFLINE   rob5819

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Posted 20 May 2010 - 09:33 PM

Sent in my e-mail request about five hours ago, still no word back. Premier package plus lifetime dvr service (from the tivo days). Great system, no advance warning that it would be turned off and no easy way to turn it back on. The good news is that I found I am paying $4.99 for the hd extra pack that includes channels I never watch and will now cancel.

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#127 OFFLINE   MrLatte

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Posted 20 May 2010 - 09:41 PM

I used the email method about 2 hours ago. Haven't heard or seen anything from that yet.

Has anybody had any luck getting MRV reactivated with the Total Choice Plus w/Lifetime DVR service? Did they try and upgrade you to a current package?

#128 OFFLINE   cartrivision

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Posted 20 May 2010 - 09:55 PM

I was going to go the email route described in the first post of this thread to give DIRECTV the courtesy of not tying up their CSR system, but then I started thinking about how poorly DIRECTV has executed this changeover to pay-for-MRV where they essentially screw over their loyal beta testers by turning off their MRV without being properly prepared to let them easily and seamlessly continue MRV service if they were willing to pay for it. That kind of poor treatment of their beta testers doesn't really deserve any courtesy in return... plus I wanted MRV back immediately, not when they got around to acting on some email request, so I decided to call them up instead. After two CSRs who weren't able to help me (not their fault, it evidently wasn't something that they could do with the options available at their station), my call was escalated to someone who was able to authorize me with the caveat that my non-DECA network wouldn't be officially supported.

There are many different ways that DIRECTV could have handled the ending of the beta test program.... most or all of them better than what they did do.

Edited by cartrivision, 20 May 2010 - 10:01 PM.


#129 OFFLINE   rob5819

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Posted 20 May 2010 - 09:57 PM

Sent in my e-mail request about five hours ago, still no word back. Premier package plus lifetime dvr service (from the tivo days). Great system, no advance warning that it would be turned off and no easy way to turn it back on. The good news is that I found I am paying $4.99 for the hd extra pack that includes channels I never watch and will now cancel.


I have the premier package and lifetime dvr service (from the tivo days). I've been using MRV on my home network for many months. I sent the e-mail in about five hours ago and just got the reply that they activated MRV. I checked my DVRs and it is working.

#130 OFFLINE   Jasqid

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Posted 20 May 2010 - 10:06 PM

Thanks Doug for the instructions.
Read through this entire thread... wow what an experience. I'm hoping I'll find mine activated by tmorrow evening.

=================================
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#131 OFFLINE   Dukester619

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Posted 20 May 2010 - 10:08 PM

5 minutes on the phone with "Katie in Alabama" and she had my MRV back up and running. I have the Total Choice Plus legacy package. It seems I lucked out compared to some others experiences. I even watched while I was on the phone with her as each receiver appeared in the Status/Networked DVRs list.

#132 OFFLINE   joe221

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Posted 20 May 2010 - 10:35 PM

Thanks Doug, just noticed the end of beta message. Thanks for the easy step by step. We'll see how long it takes to reactivate.



I tried the email thing but I have an older plan and they couldn't convert me. I called and was told of the risk as it were being on my side. I said fine and also had to switch to a current package. I get a one dollar raise and a three dollar MRV fee. So I'm going up $4 a month. It's working again.
Joe in West Los Angeles

#133 OFFLINE   new_2_hd

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Posted 20 May 2010 - 10:44 PM

So, what do you do about the reply below? I have the DVR and HD service listed separately in my account, so why do I have to change packages? Do I call now or send another email?

We will be happy to assist you with adding the Whole-Home DVR service to your account. Please know that to enjoy the very best of our Whole-Home DVR service, we request that customer’s upgrade to our SWiM Network for optimal usage of the Whole-Home DVR service. Still, we understand that you have made a substantial investment in your existing home network, so we can activate the Whole-Home DVR service at its normal price at $3.00 per residence.

However, we will be unable to provide additional support (troubleshooting) specific to the Whole-Home DVR Service. In addition, the offer doesn't include DECAs and Band-Stop Filters nor receiver swaps. We believe that the upgrade is a substantial value and provides the very best, fully supported, Whole-Home DVR Service experience. We strongly encourage you to take this upgrade offer so that you can receive optimal usage of the Whole-Home DVR service.

Finally, in order to activate services for Whole-Home DVR, you will need to upgrade your package to a current package as your TTAL CHOICE PLUS package is not eligible for this service. Package availability can be viewed at directv.com/packages or you may call us at 1-800-531-5000 to upgrade your packaging at any time. If you choose not to upgrade your equipment and still want us to add the service on, please write back and let us know once your package has been changed.

#134 OFFLINE   Steve in IL

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Posted 20 May 2010 - 10:49 PM

I did the email thing, but being impatient, and seeing some of you having success by calling, I called. Explained the situation to the first rep, who proceeded to tell me I needed to upgrade my equipment. Nothing I told him in reply could convince him otherwise. He literally refused, REFUSED, to transfer me to tech support or a supervisor. Just refused, despite numerous attempts on my part to get to ANYONE else, including threats to cancel my service. Unreal!

I had no choice but to just hang up on that guy and call back. Next rep I got had me up and running within 15 minutes, no problem. Didn't even need to transfer me to anyone else.

This is just one of the reasons why I hate DTV. If it wasn't such a pain to switch companies, I'd have fired them multiple times already.

Anyway, one way or another, problem solved. I had the old Total Choice package, and didn't have to change it to get MRV back. However, through this process, I figured out I could drop Total Choice and the extra Sports Pack that I had, and replace those with Choice XTRA for less total $$, losing nothing I cared about, and picking up a few new channels in the bargain.

Thanks to this forum to helping me understand what to do.

-Steve

#135 OFFLINE   NetRaider

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Posted 20 May 2010 - 11:13 PM

Can I get unsupported MRV if I was NOT a Beta customer? I have SWIM dish and 10GBt Cat6 to every receiver. I have HR20-700, HR22-100, HR23-700, H20-100 and H21-200. Programing is Premier, HD.

Will compatible receivers see all three DVRs?

I also want to add four more receivers. Possible?
NetRaider

#136 OFFLINE   Joseph Blowinsky

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Posted 20 May 2010 - 11:26 PM

I sent the suggested e-mail early today and the Whole Home DVR was not activated when I got home tonight..

Checked my e-mail, and had this response:

"Thanks for writing. I noticed that you have been a loyal DIRECTV customer for several years and I want you to know that we truly appreciate your business.

I completely understand your issue about adding the Whole Home DVR service to your account. Rest assured, we intend to work with you in order to come up with the best resolution for the problem at hand. This is why I took the liberty of forwarding your email for special handling.

We respect your time which is why we will be working diligently on this for you. A specialist will respond as soon as one becomes available (likely within 48 hours). For immediate assistance, you can call us at 1-800-531-5000."

The e-mail response was 7+ hours after I sent my e-mail..

Decided to give 'em a call and test my luck even though it was approaching midnight here..

The first CSR I talked to had a bit of a problem with his PC, but knew exactly what I needed .. I told him I wanted to activate the Whole Home DVR in unsupported mode, he said "Oh, you were beta testing it? Yeah, I've been getting a lot of calls about this" ..

He promptly activated it or me, about 5 minutes afterwards my receivers are back in business ..

He also offered me a buy one get one free HBO + Cinemax for three months ..

Then before he hung up, he mentioned that he wanted to see if he could do anything else for me and said he'd applied a $5 off my bill for the next three months for being a loyal customer ..

So, hey, moral of the story is don't be afraid to call in and be pleasant to the CSR on the other end of the line

#137 OFFLINE   knives of ice

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Posted 21 May 2010 - 12:10 AM

it is just completely and utterly ridiculous that you can't just activate this online like nearly everything else directv offers.

#138 OFFLINE   hbkbiggestfan

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Posted 21 May 2010 - 01:16 AM

Well around 4:45 PM I sent DirecTV the email and I received at around 10:00 PM response saying MRV was activated on my account as requested and in unsupported mode. About 30 Mins. later MRV was activated on all 3 of my DVRs. So it took about 6 hours from my email to get it turned on. No complicated phone call made it well worth it. Thanks again Doug!
<Living Room HR34-700-Networked Wireless CCK*-w/ LiL-HDMI-Vizio E601i-a3 60" 1080p LED HDTV> <Master Bedroom HR24-100-Networked COAX*-w/ LiL*HDMI-Olevia 37" LCD HDTV>
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#139 OFFLINE   gphvid

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Posted 21 May 2010 - 03:56 AM

Just got home from work after hearing from my wife that MRV stopped working, and have sent the email as Doug suggests. Would have done it sooner but my work has filtered internet access and this forum is one of those sites they do not permit access to :(. So now, hopefully, when I get up, MRV will be back... Still think it should be part of the overall DVR service I am already paying for, but then I have the wife and a 17-year old daughter who use and love it, so...

#140 OFFLINE   matt

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Posted 21 May 2010 - 04:04 AM

Just got home from work after hearing from my wife that MRV stopped working, and have sent the email as Doug suggests. Would have done it sooner but my work has filtered internet access and this forum is one of those sites they do not permit access to :(. So now, hopefully, when I get up, MRV will be back... Still think it should be part of the overall DVR service I am already paying for, but then I have the wife and a 17-year old daughter who use and love it, so...


Don't think of it as a $7 DVR fee and $3 MRV fee, think of it as a $10 DVR fee! :D I just think how my Tivo when I had cable was $12 something, so that helps me deal with the pain :grin:
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#141 OFFLINE   innovamage

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Posted 21 May 2010 - 05:43 AM

I called (didn't see this thread until after) last night and it took a whopping 5 mins on the phone to get activated. Works great over my Gigabit network.

#142 OFFLINE   swaff

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Posted 21 May 2010 - 05:44 AM

Sent the email late yesterday afternoon - Cut and pasted Doug's instructions exactly

This morning MRV is enabled again and the charge does show on my account

Received an email at 6:18A this morning:

==========

Thank you for writing. I understand you would like to add the Whole-Home DVR Service. 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.

However, per your request I've added Whole-Home DVR Service at its normal price of $3 per month. Please note that we will be unable to provide additional support (troubleshooting) specific to the Whole-Home DVR Service. Furthermore, this offer doesn't include DECAs and Band-Stop Filters nor receiver swaps.

I appreciate you giving us the opportunity to assist you with your concerns. We do appreciate having you as a customer and we look forward to serving you for many more years to come.

Thanks again for writing.

Sincerely,



Ashley B
U9996
DIRECTV Resolution Specialist

==========

Thanks Doug and thanks DirecTV

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#143 OFFLINE   dtrell

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Posted 21 May 2010 - 06:08 AM

I was going to go the email route described in the first post of this thread to give DIRECTV the courtesy of not tying up their CSR system, but then I started thinking about how poorly DIRECTV has executed this changeover to pay-for-MRV where they essentially screw over their loyal beta testers by turning off their MRV without being properly prepared to let them easily and seamlessly continue MRV service if they were willing to pay for it. That kind of poor treatment of their beta testers doesn't really deserve any courtesy in return... plus I wanted MRV back immediately, not when they got around to acting on some email request, so I decided to call them up instead. After two CSRs who weren't able to help me (not their fault, it evidently wasn't something that they could do with the options available at their station), my call was escalated to someone who was able to authorize me with the caveat that my non-DECA network wouldn't be officially supported.

There are many different ways that DIRECTV could have handled the ending of the beta test program.... most or all of them better than what they did do.


+1 +1 +1000

#144 OFFLINE   jdspencer

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Posted 21 May 2010 - 06:23 AM

I have the premier package and lifetime dvr service (from the tivo days). I've been using MRV on my home network for many months. I sent the e-mail in about five hours ago and just got the reply that they activated MRV. I checked my DVRs and it is working.

I sent the email last night at 8:30 and have yet to receive a reply. I guess they have been swamped. Anyway, will the reply indicate if i have to change package from CHOICE XTRA + HDDVR in order to activate MRV? I'd really like to avoid having to call.

It seems they are as clueless about answering their email as if I had called.

There's no indication on DirecTV for my account nor do the DVRs indicate that MRV is authorized.
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#145 OFFLINE   dbtds

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Posted 21 May 2010 - 06:28 AM

I called this morning before normal customer service hours, and was able to get to Tech Support. The first call went great, the agent knew exactly what I was asking for and said she added it to my account. My mistake was not testing it before hanging up.

About an hour later it still hadn't shown up, so I called Tech Support again. This time the agent did some research and said it couldn't be added unless I switch to the SWiM dish for a $99 charge. I told her it was working fine with my old dish in the beta program, but she wouldn't budge. I wasn't willing to shell out $99 to get a new dish for a network feature that doesn't have anything to do with the dish, so I ended the call so I could try again with a different agent.

The third call went about as well as the first (although she did mention that I didn't have the SWiM dish). This time I tested before ending the call, and it was working.

For those interested, I have a legacy Total Choice+ plan and an older AT-9 dish.
Receiver 1: HR20-700 to Panasonic TH-50PZ750U: HDMI, OTA, wired network, DOD, Seagate 750GB eSATA
Receiver 2: HR20-700 to Vizio VX37L: HDMI, OTA, wired network, DOD, Seagate 750GB eSATA
Dish: AT-9
Network: Linksys router, 1.5M DSL

#146 OFFLINE   MalibuRacing

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Posted 21 May 2010 - 06:36 AM

What had me really agitated was the 2nd CSR and the Supervisor said they did not have MRV beta in my area when I told them I had it working for months... What, now I'm lying?? I had it from the first day it was available. :mad:

I'm happy now that I got it working, but I totally agree that the transfer from beta could have been handled much better.
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#147 OFFLINE   CopyCat

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Posted 21 May 2010 - 06:45 AM

Followed the directions to send an email yesterday, this is the reply:

Thank you for writing. We will be happy to assist you with adding the Whole-Home DVR service to your account. Please know that to enjoy the very best of our Whole-Home DVR service, we request that customer’s upgrade to our SWiM Network for optimal usage of the Whole-Home DVR service.

While we understand that you have made a substantial investment in a non-SWiM home network, we can activate the Whole-Home DVR service at its normal price at $3.00 per residence. However, we will be unable to provide additional support (troubleshooting) specific to the Whole-Home DVR Service. In addition, by adding the service without upgrading doesn't include DECAs and Band-Stop Filters nor receiver swaps.

We believe that the upgrade is a substantial value and provides the very best, fully supported, Whole-Home DVR Service experience. We strongly encourage you to take this upgrade offer so that you can receive optimal usage of the Whole-Home DVR service.

In order to activate services for Whole-Home DVR, you will need to upgrade your package to a current package of CHOICE or above as your current package is no longer available. Package availability can be viewed at directv.com/packages or you may call us at 1-800-531-5000 to upgrade your packaging at any time.

If you choose not to upgrade your equipment and still want us to add the service on, please write back and let us know.

Thank you again for writing.

I do not think I should have to change my package to turn this on

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#148 OFFLINE   rgbyhkr

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Posted 21 May 2010 - 06:46 AM

14 hours and counting since my email. I guess I'll try calling again. What a hassle.

Jeff

#149 OFFLINE   The Merg

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Posted 21 May 2010 - 06:53 AM

it is just completely and utterly ridiculous that you can't just activate this online like nearly everything else directv offers.


You are activating MRV in an unsupported mode. They are not going to let you order something like that on-line.

What had me really agitated was the 2nd CSR and the Supervisor said they did not have MRV beta in my area when I told them I had it working for months... What, now I'm lying?? I had it from the first day it was available. :mad:

I'm happy now that I got it working, but I totally agree that the transfer from beta could have been handled much better.


I assume they probably thought you were referring to the MRV/DECA beta test, which was only available in 4 markets, none of which was yours.

- Merg

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HR24-100 / Samsung HCM5525W HDTV / Component / Networked - DECA / Bedroom


#150 OFFLINE   joed32

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Posted 21 May 2010 - 06:59 AM

Anyone get the legacy premier w/ FREE DVR working yet with MRV? I refuse to pay $7. I could switch to UVerse for $20 less a month and have FREE MRV. I'm OK paying $3/mo for MRV, but I'm not paying $10 total because DTV has either A) moronic programmers that can't figure out to program for different scenarios or B) money hungry management that wants to nickle and dime their customers.

If anyone from DTV is reading this you have two weeks to figure this out or I'm done with you and I'll take my $170/month elsewhere.


I activated it and they said nothing about removing the grandfathered Premier with free DVR service.




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