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Enabling MRV using your home networking


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1194 replies to this topic

#151 OFFLINE   timf

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Posted 21 May 2010 - 07:07 AM

I activated via phone on Wednesday using the instructions provided in the previous thread, and all was working well after that. However, last night the service switched to "Not Authorized" with no warning messages or anything. My bill shows the service was credited back to my account minus the .10 for the one day it was active. I modified the message in the first post to better suit my needs and hopefully they can get this resolved.

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#152 OFFLINE   dwcolvin

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Posted 21 May 2010 - 07:18 AM

I activated via phone on Wednesday using the instructions provided in the previous thread, and all was working well after that. However, last night the service switched to "Not Authorized" with no warning messages or anything. My bill shows the service was credited back to my account minus the .10 for the one day it was active. I modified the message in the first post to better suit my needs and hopefully they can get this resolved.


This is becoming even more FUBARed than it already was, and who would have thought that was possible? :bang

There's so many talented, rational people from D* here... obviously none of them are in charge. :mad:

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#153 OFFLINE   pfp

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Posted 21 May 2010 - 07:19 AM

I sure hope so .. This is what I've been told is the case.


Just got the response back this morning.

Thank you for writing and having been a loyal DIRECTV customer since 2000. We appreciate your continued support.

Please be advised in order for us to be able to add unsupported Whole Home DVR Service to your account, you will first need to upgrade to a current base package. A list of current packages is available at directv.com/packages.

As a friendly reminder, 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 with coaxial cables and eliminates issues that exist with an Ethernet connection such as freeze framing.

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, which is why we recommend the Whole Home DVR upgrade. If you do want to proceed with an order, please feel free to call us at 800-531-5000 to do so.

If you don't wish to upgrade, we'd still be happy to add unsupported Whole Home DVR Service to your account once your account has a current base package active. Please contact us back at that time to add Whole Home DVR Service.

I apologize for any frustration this may cause and appreciate your understanding. Thanks again for writing and continually choosing DIRECTV.

Sincerely,

Yvonne S ID 400467
DIRECTV Resolution Specialist

This really is extremely frustrating!
I do, I offer a complete and utter retraction. The imputation was totally without basis in fact, and was in no way fair comment, and was motivated purely by malice, and I deeply regret any distress that my comments may have caused you, or your family, and I hereby undertake not to repeat any such slander at any time in the future.

#154 OFFLINE   misterleeman

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Posted 21 May 2010 - 07:26 AM

I received the same email. They want me to "upgrade" to a current package. <sigh>

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#155 OFFLINE   pfp

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Posted 21 May 2010 - 07:28 AM

Seems the "preferred" email route doesn't work as well as expected. Could someone please tell me how to go the Twitter route? It seems reports are that works the best.
I do, I offer a complete and utter retraction. The imputation was totally without basis in fact, and was in no way fair comment, and was motivated purely by malice, and I deeply regret any distress that my comments may have caused you, or your family, and I hereby undertake not to repeat any such slander at any time in the future.

#156 OFFLINE   Doug Brott

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Posted 21 May 2010 - 07:38 AM

Seems the "preferred" email route doesn't work as well as expected. Could someone please tell me how to go the Twitter route? It seems reports are that works the best.


I've been told that the Twitter folks will be directing you to the E-mail route .. :shrug:
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#157 OFFLINE   njblackberry

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Posted 21 May 2010 - 07:42 AM

The left hand doesn't know what the right hand is doing (NOT YOU DOUG - the whole authorization and installation process).

#158 OFFLINE   Scorch

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Posted 21 May 2010 - 07:44 AM

Sent the email yesterday and still no reply. won't say how happy I am they shut it off with little warning. I tried for 2 days to activate it by phone and had no luck, then you have this email thing that is bitterly slow......for someone who has been a "D" supporter for 12 years....I have nothing to say right now!

#159 OFFLINE   hasan

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Posted 21 May 2010 - 07:46 AM

I received the same email. They want me to "upgrade" to a current package. <sigh>

-- Lee


I wonder if they hardened their position or changed the rules in the middle of the day yesterday, or perhaps after 2 p.m. or so, when they cut the BETA off?

I ask this because I have TC+ (not HD-DVR) and I called at 9:30 a.m. Central, and after an extended call, where my package was not even raised as an issue, I got authorized just fine. The problem was the CSR while very cooperative, had the wrong info. When he went to DORIS (their policy manual), he said there had been some new pages added that he had not seen, and it addressed what I wanted him to do. he then did it, and all was well.

He actually read from the script in DORIS which told me I was unsupported, and what that meant. The earlier script in DORIS said I had to upgrade my equipment, with no mention of package.

These poor CSRs have been thrown under the bus in this transition, most specifically with respect to anyone who wants to run unsupported.

There still exists the possibility that D* actually changed the policy mid-day yesterday, and will no longer permit the unsupported option without upgrading the package (giving them a way to get out of legacy packages) and/or going DECA.

From everything I've read so far (and still needing some input on a mixed/hybrid network for my 2 dish system), I think my unsupported home network will be replaced by an SWM/DECA system in the near future, but having WHDS (MRV) in the mean time is a big plus as I assume I'll be waiting in line a few weeks to get the SWM/DECA install done.

Good luck, and I hope we hear from some people from last night or this morning who were able to get MRV authorized, which would mean the policy hasn't changed.
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#160 OFFLINE   misterleeman

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Posted 21 May 2010 - 07:57 AM

So, I went a head and upgraded to Total Choice Ultitmate and dropped Showtime. In net effect, I've reduced my bill and got more. Also, to remove Showtime, I had to call. They removed it, and gave me a $20/month for the next 12 months. So I came out a head. The CSR did not know how to add the MRV option, so I replied to "Yvonne".

-- Lee

#161 OFFLINE   new_2_hd

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Posted 21 May 2010 - 08:05 AM

I tried the email twice and it didn't work because I have Total Choice Plus, but I called and got it added on the first try. The problem now is that one of my receivers is saying it is not authorized to do it. The guy on the phone made it clear that DTV will not provide any support if it doesn't work, so does that mean I can't call and find out why it is saying it is not authorized?

#162 OFFLINE   Steve

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Posted 21 May 2010 - 08:08 AM

I tried the email twice and it didn't work because I have Total Choice Plus, but I called and got it added on the first try. The problem now is that one of my receivers is saying it is not authorized to do it. The guy on the phone made it clear that DTV will not provide any support if it doesn't work, so does that mean I can't call and find out why it is saying it is not authorized?

If you have an account on directv.com, you might want to try "help", "tools", "refresh services". A "refresh" may solve your problem. Nothing to lose by trying, at any rate. :)
/steve

#163 OFFLINE   new_2_hd

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Posted 21 May 2010 - 08:13 AM

If you have an account on directv.com, you might want to try "help", "tools", "refresh services". A "refresh" may solve your problem. Nothing to lose by trying, at any rate. :)


That worked! Thank you so much. I didn't even know that was there. Seriously, this site is so helpful, thank you all so much!

#164 OFFLINE   jacmyoung

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Posted 21 May 2010 - 08:20 AM

This was my experience last night.

I called late I guess the CSR department closed, the automated service kept asking me questions but not transferring me to a live person, after 5 minutes of pressing buttons, I said "cancel service", finally got a live person. He had absolutely no clue about the MRV first, but kept apologizing to me every other sentence. He then proceeded to offer me $10 off for 6 months for my trouble. I said please stop apologizing to me and I don't need the credit, just let me talk to someone who might know how to activate, but he refused. Finally had to end the call.

Next call I said "tech department", got a lady on the line, she knew the MRV gig and knew I was one of the beta testers. But no upgrade, no activation. Worked on her for another 30 minutes no success, ended that call again, thanked her for the help.

I pretty much had given up at that point but the wife continued to complain, so called "tech department" again, got a guy on the phone, still could not add the service, more frustrating was I could not understand him, I swear he was American as apple pie, but he was mumbling all the way. For another 30 minutes I just waited on the phone while he mumbled while trying to activate my MRV, finally I noticed my MRV was on! I asked him what he did, he could not figure out himself, but told me he saw the $10 off for 6 months for my trouble. While he never apologized, and I never really understood most what he said, my MRV was on at last!

I thanked all three of them for the trouble, but that was one of the most bizarre experience I must say.

#165 OFFLINE   JMII

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Posted 21 May 2010 - 08:31 AM

Still no reply from my email to them from around 8:30PM EST last night. I've got a legacy package (TC+ w/DVR & HD) so I wonder if that's throwing them for a loop. I really hate to call since it wastes my time and theirs.

Like others said this should be SO simple, anyone that ran the beta clearly knows MORE then the CSRs do... its depressing and scary at the same time.

#166 OFFLINE   SkersR1

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Posted 21 May 2010 - 08:47 AM

Still no reply from my email to them from around 8:30PM EST last night. I've got a legacy package (TC+ w/DVR & HD) so I wonder if that's throwing them for a loop. I really hate to call since it wastes my time and theirs.


I have the same TC+ w/ DVR & HD and sent an email about 30 minutes before you did at a little after 7:00 CST. Still no answer here either.

#167 OFFLINE   suddenlyissoon

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Posted 21 May 2010 - 09:03 AM

So will this work for me if I didn't have the beta service? I'm getting a little irritated with the whole process.

I called Wednesday to get it activated and was told my HR23 & HR21 were not eligible and I needed to buy the HR24. I got on twitter and told them the situation and that i was using one wired and one wireless unit. They were great and had someone call me who was ready to activate it but I wasn't at home.

I called last night and the girl tried to tell me I wasn't eligible because I didn't have a SWM line installed. I explained that I did and even went so far as to read the label on the adapter to her. She was nice but said she couldn't get any further because of the computer "glitch". The only way was to pay for the install of the SWM & the adapters (which she quoted me at $160).

I just want the stupid thing activated! I don't understand why it's such a hassle. I could do the DECA install myself from the pictures I've seen if that's what they really wanted but it sounds like they will still let you use your wireless network if you take the responsibility for it. With 4 months left on my contract this is not the way I should be getting treated, especially when I have an all fiber local provider (epbfi.com), comcast, & u-verse all trying to win my business.

#168 OFFLINE   Doug Brott

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Posted 20 May 2010 - 01:30 PM

Here's an alternate method that has met with success as well ..

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

  • Call 1-800-531-5000
  • Give Your Phone # when prompted
  • At the main menu voice prompt say "Whole Home DVR Service"
    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
  • Ask the CSR to cancel (or do not enter) the Connected Home upgrade screen
  • Ask the CSR to enter 'Account Attributes' and choose 'Create New'. 'Account Attibutes' is on the far right hand side of the screen that the CSR is looking at under the same drop down menu as 'Adding Services'. The only option here is 'MRV-Capability' and it should be set to 'u' (for unsupported) with mostly defaults. At this point, you have enabled the 'MRV' flag and you could (in theory) order from the web page. I saw it when viewing my account via the web.
  • Once this has been set, the CSR will have to exit your account information and then reenter your account information screen so that the information refreshes.
  • At this point, the CSR can now enable "Whole Home DVR Service"

Sometimes CSRs are having trouble finding 'Account Attributes' menu .. It's apparently on the far right hand side of the screen and hard to find. But once they get to this area, it usually goes smooth.

There have been a small number of CSRs that truly do not have access to this menu .. In this case the CSR may need to have authorization turned on first. This does not seem to be a rule, but more an exception.

Yet another method
(Source)

  • Ask the CSR to go into the DORIS database
  • Pull up the article "Whole Home DVR Service"
  • Go to the link "Adding Whole Home DVR Service"

Caveats

Look at your statement, if your package is:

PLUS HD DVR Monthly


Most likely your statement should show this instead:

CHOICE XTRA Monthly
HD Access Monthly
DVR Access Monthly


The latter is $1/month more than the former, but the packages are otherwise the same thing.
Ask the CSR to use the instructions in DORIS in this case

Edited by Doug Brott, 21 May 2010 - 09:17 AM.

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All comments are my own. Unless specifically stated, my views do NOT represent the views of DIRECTV

#169 OFFLINE   JJaret

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Posted 21 May 2010 - 09:04 AM

D really dropped the ball on this one, especially for the Beta Testers. I mean really all they had to do was notify us beta testers earlier to activate before it went national. Thats the least they could of did for testing it for them GEESH.:nono2:


I agree whole heartedly. They should not have deauthorized Beta Testers. They should have notified us that they will start charging $3/month for the service effective your next statement and if you don't upgrade to DECA it will not be supported.

After my email and subsequent call, because I couldn't wait for them to respond to the email, in which I had to threaten cancel my almost 20 year account to get them to turn it back on without converting to DECA, I am convinced this is mostly about money. They want to sell something.

The CSRs are trained to sell you the upgrade. They are trained to play dumb until you threaten to cancel service. At that point, they all of a sudden become cooperative and find a way to do it in less than 5 minutes. This is the 3rd time since February that a threat to cancel has gotten something done. One day these companies will realize that angering loyal customers to the point of cancellation, is not good business.

I don't mind the $3/mo, oops $4/mo, charge for the MRV, it is the best or 2nd best feature they have ever offered. I just didn't want to change something that has worked fine for months. DECA may ultilmately be the best way to go, but I'd rather wait to upgrade when they come up with a true whole home DVR with sufficient tuners and hard disk space to meet my needs.

As for having to change my package, I look at it as they made a one dollar pricing error on the legacy package. They have been trying to rectify their math error by getting us to change to their current package stucture for months.

#170 OFFLINE   dkraft

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Posted 21 May 2010 - 09:14 AM

Called customer service a couple of times with now luck. Followed the instructions for emailing in the sticky listed here.

Sent the email about 6.00pm last night. Got this email this morning and I am happy:) I have had the Choice Extra HD + DVR package for years.


FROM DIRECTV CUSTOMER SUPPORT>>>>>>>>>>>>>>>

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,

#171 OFFLINE   jtm

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Posted 21 May 2010 - 09:16 AM

After getting no response to my email, it took three calls to DIRECTV to get the MRV service authorized. The first two calls were to Tech Support and both reps told me they couldn't help because I had to upgrade my equipment first in order to get the Whole Home DVR Service. I thanked them and hung up. My third call went to a regular CSR who said, "No problem. I was fooling around with the system at home yesterday. I can set it up for you." it took him about three minutes to have my system working.

If you decide to go the telephone route, don't give up! Eventually you'll find someone who can help.

#172 OFFLINE   pappy97

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Posted 21 May 2010 - 09:16 AM

Called customer service a couple of times with now luck. Followed the instructions for emailing in the sticky listed here.

Sent the email about 6.00pm last night. Got this email this morning and I am happy:) I have had the Choice Extra HD + DVR package for years.


FROM DIRECTV CUSTOMER SUPPORT>>>>>>>>>>>>>>>

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,


Thanks for posting this. I am definitely smelling some inconsistency here w/r/t to people with Choice Xtra +HDDVR legacy package.

Many of us are told we need to upgrade to current package. Some are having to call CSR's to have them upgrade to current package, turn MRV on, then downgrade back to legacy, and then turn MRV on.

And now it seems like others are able to simply get it turned on with no change/hassle whatsoever w/r/t Choice Xtra + HDDVR.

:confused:
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#173 OFFLINE   Doug Brott

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Posted 21 May 2010 - 09:20 AM

Since E-mail seems to be faltering for some folks, I've added back the instructions with slight modification from the the original thread. You can find the information at the following URL:
http://www.dbstalk.c...796#post2466796
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All comments are my own. Unless specifically stated, my views do NOT represent the views of DIRECTV

#174 OFFLINE   Doug Brott

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Posted 21 May 2010 - 09:27 AM

I just want the stupid thing activated! I don't understand why it's such a hassle. I could do the DECA install myself from the pictures I've seen if that's what they really wanted but it sounds like they will still let you use your wireless network if you take the responsibility for it. With 4 months left on my contract this is not the way I should be getting treated, especially when I have an all fiber local provider (epbfi.com), comcast, & u-verse all trying to win my business.


I understand the frustration, I really do .. This 'unsupported' process is just that. DIRECTV wants folks to be on DECA, plain and simple. This process that we are using was shoehorned in @ the 10th hour and was not part of the original plan.

Making this process a bit difficult will keep the mom & pops of the world from utilizing it and going with a solution that has longer term reliability in households that are less technical.

Persistence, patience and politeness is the best way to get this to completion.

Also, we've already found some very odd situations where folks with certain packages cannot add the service no matter what. This has led to frustration on the part of posters here and CSRs alike.

Things are improving, but we're definitely not "there" yet.
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All comments are my own. Unless specifically stated, my views do NOT represent the views of DIRECTV

#175 OFFLINE   pfp

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Posted 21 May 2010 - 09:34 AM

Since E-mail seems to be faltering for some folks, I've added back the instructions with slight modification from the the original thread. You can find the information at the following URL:
http://www.dbstalk.c...796#post2466796


I would call but at this point I'm so infuriated by this whole process that I strongly doubt I could stay civil if the CSR showed any hint that they didn't know what they heck they were doing. I know this will not help anyone so it seems that repeated email attempts are my best bet for now.
I do, I offer a complete and utter retraction. The imputation was totally without basis in fact, and was in no way fair comment, and was motivated purely by malice, and I deeply regret any distress that my comments may have caused you, or your family, and I hereby undertake not to repeat any such slander at any time in the future.




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