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All of DirectTV seems to be down -- on a fight night no less

Discussion in 'DIRECTV General Discussion' started by microbob, May 5, 2007.

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  1. microbob

    microbob Cool Member

    Apr 25, 2007
    Dude, the plan was to gather at a buddy's house to watch the fight. He had a family emergency and it was canceled at the last minute so we had to migrate to my house to watch the fight.

    Are you trying to make excuses for the fact that DirectTV's website was down, their call in numbers were giving the fast busy, and the call center was down because of a system outage?

    Sorry, I don't find that acceptable one bit. On one of the biggest PPV nights ever (rumor is 1.2M buys across all distributors) DirectTV chit the bed.
  2. litzdog911

    litzdog911 Well-Known Member

    Jun 23, 2004
    Mill Creek, WA
    I think that's exactly why their phone system and web site "chit the bed" :)
  3. bluemoon737

    bluemoon737 Godfather

    Feb 20, 2007
    Portsmouth, NH

    I believe it was more than their billing system. I received my new HR20-100 yesterday and they could not activate it over the phone when I first called. I later tried several times via the website and when I could actually get the website to load it still could not process the request to resend the activation. I later got a call from D* and they were able to complete the activation. Once activated, I had numerous problems getting the new HR20 to access the internet and I believe it was due to the slow loading website. I have had no problems accessing the internet in testing the new HR20 today.
  4. Jazzy Jeff

    Jazzy Jeff Legend

    Mar 11, 2007
    your right you did, I misunderstood you last night :D I was thinking you were referring to spending limits set in the parental controls. It was actually a limit set on Directv's side :D Thanks again for the help
  5. AlbertZeroK

    AlbertZeroK Icon

    Jan 28, 2006
    You gotta love this, they did an "update" last night, but the ad for last night's fight is still on DirecTV.
  6. matty8199

    matty8199 Icon

    Dec 4, 2005
    What do you think happens when a few hundred thousand people all try to access a website or call a single phone number at the same time?
  7. Earl Bonovich

    Earl Bonovich Lifetime Achiever

    Nov 15, 2005
    Same thing that happens when Tickets go on sale for something..

    Ticketmaster, phone/web all either get busy signals, or crash...

    The systems can only do so much... and you can only make them so big...
    As for the other 364 days of the years, you don't want these massive systems (that cost a LOT of money) sitting around under utilized.

    Yes... It was a problem, and DirecTV will have to evaluate what they can do to improve it next time... but don't expect miracles to the system.

    I am not sure how you and your "buddies" plan your evenings... but I around here... we at least know a few hours (if not a full day), earlier where we are going to be to watch the events.... and the host purchases it very early in the day... just in case there is an issue, there is plenty of time to get it resolved.
  8. veryoldschool

    veryoldschool Lifetime Achiever Staff Member Super Moderator DBSTalk Club

    Dec 9, 2006
    You mean you plan ahead? :)
  9. Satelliteracer

    Satelliteracer Hall Of Fame

    Dec 6, 2006

    Actually that is incorrect, they are all tied together. When you order through the IVR, it is communicating immediately with the billing system.

    Many people wait until the day of to order the fight, it's always been the case. Best bet is if you know for sure you are going to order it, then order the week of and there are no problems. Otherwise there will literally be 100's of thousands of people ordering at the same time right before the fight which always puts a strain on all of these systems.

    For what it's worth, I ordered Thursday morning and the entire process via the IVR took about 30 seconds...no problems. Our family enjoyed the fight last night.
  10. TMullenJr

    TMullenJr Godfather

    Feb 22, 2006
    I bought the fight Saturday through the remote around 7:00 with no issues.
  11. cavihitts

    cavihitts Godfather

    Mar 11, 2007
    True for ordering programming, sending authorizations, payments, etc. However customer's should still be able to get through to agents and if the system is down then the customer can call back or CSR can fill out at manual form to be completed later. What if cust needs tech assistance and all that needs to be done is resetting the receiver?
  12. nick1817

    nick1817 Legend

    Feb 12, 2007
    We had numerous issues getting through to CS to order the fight. Finally did in time to ctch a few undercard fights.
  13. JLucPicard

    JLucPicard Hall Of Fame

    Apr 27, 2004
    I had called D* once before about something pretty inocuous when their systems were 'updating' and I was told I'd have to call back the next day (took about 12 hours for the update, they said?).

    Regarding the fight ordering situation, a CSR posted here that their billing system was being updated.

    Is this a case of the systems craching because so many people were trying to order, or a matter of D* choosing a real pi$$ poor time to update their systems. Sounds to me like it was the latter. If so, someone at D* 'took the pooch out back of the middle school and got it pregnant' (sorry, bad "30 Rock" reference :)).

    Although this may have been a bigger fight than in recent memory, I don't think it was that over the top compared to other events for which people were trying to order late in the game. My guess is very poor timing of a system update.
  14. bagleyb

    bagleyb DBSTalk Club Member

    Sep 14, 2006
    If they were doing an update, shame on D*. You should do updates when you expect volume to be low, not on probably their biggest call volume night of the year.
  15. morbid_fun

    morbid_fun Godfather

    Jan 16, 2007
    Actual updates are done at night. The CSR that posted put the billing update in parentheses due to they can not say the system is down.
  16. Rathmir

    Rathmir Mentor

    May 2, 2007
    From what I heard from my friends that work in a call center they have to say the system is "updating" no matter what the real reason is. I called him directly so that I could get the fight ordered. They said that the actual updates are usually during the week, usually tuesday or thursday, and are at midnight eastern time though sometimes earlier. They said it was a server that went down thus the website and rio were both down because they could not communicate. Some CSRs could order the fight but only if they had STMS which DTV is phasing out of use.

    I asked him today about the IPPV versus OPPV. IPPV is stored on your card and only sent once a month to DTV. If you want to use your remote to order leave the receiver connected to a phone line unless you are going to call dtv and request a callback every time you order a ppv. He told me about some guy that sent in a faulty access card was charged for IPPV that was from a few years ago but because the receiver was not connected to a phone line they were never reported.
  17. Earl Bonovich

    Earl Bonovich Lifetime Achiever

    Nov 15, 2005
    I have talked to several people that where on the other end of the busy calls....

    There was no "update" going on...
    They did have extra people in....

    But it was a rolling snowball downhill....

    DirecTV will be reviewing what occured during the night, and making what ever adjustments they have too.

    So I am going to close this thread, before it snowballs into something more then it should.
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