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A HR-34 / C-31 problem even DirecTV couldn't fix

Discussion in 'DIRECTV HD DVR/Receiver Discussion' started by jimrobinette, Oct 19, 2012.

  1. jimrobinette

    jimrobinette AllStar

    Aug 31, 2007
    So I turn to you.

    Last week I traded in three HR-24s (one not connected to a tv, but only used to record stuff) for a HR-34 and C-31. Everything was great, until they disconnected my three HR-24s. When they did this, it turned off Whole Home. Very little impact, but an annoying problem came up.

    My C-31 sees and displays everything from the HR-34. I can use the tuners, watch recorded show, record shows...the whole bit. The one and only thing that I can't do from the C-31 is delete shows. So I called DirecTV back, they sent a guy out, and he couldn't fix it. He was on the phone with two levels of tech support for an hour, and they both essentially gave up, and said they had to escalate it. That was Tue and I haven't heard anything.

    So, from the HR-34, I can't add a client as Whole Home isn't activated. On the website it says it isn't available to me. Tech support says Whole Home can't be activated because I only have one DVR, and it takes two to activate WH.

    Like I said, the C-31 does EVERYTHING, except the ability to delete recorded programs.

    So, after being confounded for a week, I turn to you.

    For you with the HR-34 and only C-31s, do you have Whole Home activated on yours? Any suggestions?
  2. P Smith

    P Smith Mr. FixAnything

    Jul 25, 2002
    W.Mdtrn Sea
    I recall the "C31 can't delete" been discussed here last week. Did you try to find that solution here ?
  3. jimrobinette

    jimrobinette AllStar

    Aug 31, 2007
    Yeah, I searched the threads and couldn't find anything. Maybe it has been discussed, but I couldn't find it.
  4. Strog

    Strog Mentor

    Dec 20, 2011
    I have the HR34 with Whole Home activated ($20-$10 with Auto Pay) and I can do it all as far as DVR options go from the C31 clients including option to delete recorded programs. I do have other issues though, still working with Direct on fixing them....
  5. osocoloso

    osocoloso New Member

    Sep 13, 2008
    Under Settings, Whole Home, Share Playlist

    There's a setting to allow deletion from other rooms. Is it set properly?
  6. harperhometheater

    harperhometheater Legend

    Aug 30, 2012
    Tell them to put the $20 "Advanced Receiver Fee" on there which should include Whole Home service in it.
  7. jimrobinette

    jimrobinette AllStar

    Aug 31, 2007
    Not an option for the HR-34 as Whole Home isn't authorized.
  8. spartanstew

    spartanstew Dry as a bone

    Nov 16, 2005
    Wylie, Texas
    In order for the C31 to function properly, you must have Whole Home Activated.

    Call back and find someone that can activate it for you.

    Once activated, make sure sharing is set to ON on the HR34 and deletion is set to ALLOW
  9. jimrobinette

    jimrobinette AllStar

    Aug 31, 2007
    And here is my frustration...DTV says (via three service reps on the phone to the service tech they sent out) that WH can't be activated since there isn't a second DVR. :( They all claim (via two calls from me on two from the tech) the C31 doesn't count for WH since it isn't a receiver.

    They have all tried to activate WH, to the extent of deauthorizing my gear and reauthorizing it. Frustration.
  10. jimmie57

    jimmie57 Hall Of Fame

    Jun 26, 2010
    Texas City, TX
    My understanding is that it takes one DVR and then however many receivers you want to be connected to the DVR to create a Whole Home DVR configuration.
    There are many homes with only 1 DVR.

    I think the problem is with the C31 and it's status in the system is not recognized as a receiver / tuner.
    If you had an H25 in place of the C31 for instance, they could activate Whole Home DVR service.
  11. jimrobinette

    jimrobinette AllStar

    Aug 31, 2007
    That is exactly what tech support is saying. For some reason their system won't recognize the C-31 as a receiver, therefore they can't activate WH. Ugh....:nono:
  12. Strog

    Strog Mentor

    Dec 20, 2011
    I don't have any extra receivers with tuners on my account. Just 1 HR34 and 3 C31 clients and the option for WH is there and activated. Maybe they need to setup new account for you.
  13. jimrobinette

    jimrobinette AllStar

    Aug 31, 2007
    That is what I'm thinking is going to be the solution....

    Thanks for the confirmation that you can have WH and only one DVR.
  14. Davenlr

    Davenlr Geek til I die

    Sep 16, 2006
    Will/can they turn on whole home if you ask them to do so in "unsupported" mode?
  15. Shades228

    Shades228 DaBears

    Mar 18, 2008
    I think it's something different, but you could be correct.

    You can't have WHDVR with just a DVR and the Genie is not just a DVR. With that said you should be able to do what it is your wanting to do but something is out of synch.
  16. jimrobinette

    jimrobinette AllStar

    Aug 31, 2007
    I agree and that makes perfect sense. And I know people can have a -34 and -31 and have them both work. Some seem to have WH on with just a -34 and -31, so I think it is just that the setup I have is new and they haven't worked through the kinks. And what I want to do really isn't that big of a deal in the big picture.

    My frustration is purely with the fact they can't fix it.
  17. caseyf5

    caseyf5 Member

    Mar 21, 2009
    Hello jimrobinette,

    This problem sounds like a firmware update is needed to the C31, an update to the whole home software or an update for both. You must admit that you have an unusual setup that DirecTV engineers/code writers probably never thought about or if considered this situation a very small problem that they would address when and if it arose. :confused: :nono2:
  18. Stuart Sweet

    Stuart Sweet The Shadow Knows!

    Jun 18, 2006
    This is the problem. There is a special authorization procedure for C31s. Whole Home does need to be authorized and this person you spoke to doesn't know how to do it.

    The problem is most likely not a firmware issue, it is very unlikely it needs to be addressed that way. The problem is that the people at DIRECTV are not activating the C31 properly for you.
  19. larryk

    larryk Legend

    Aug 17, 2006
    I just had an install at a friends home of an HR34 and C31, these are the only devices, no whole home, and delete from the C31 works just fine. The installer said that you have to say no to "copy from server" during the install of the client. I have no idea if that was it or not...
  20. keebler21

    keebler21 Mentor

    Oct 22, 2011

    I'm having the exact same problem... STILL working with the techs trying to get it figured out!

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