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Guest Message by DevFuse

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Enabling MRV using your home networking


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1190 replies to this topic

#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.

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#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
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#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

Today's problems don't worry me, I haven't solved yesterday's yet.

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#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.

#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.

#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>

-- Lee

#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.

...hasan, N0AN

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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




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