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DirectTV help

Discussion in 'DIRECTV Installation/MDU Discussion' started by BernieL, Sep 9, 2011.

  1. veryoldschool

    veryoldschool Lifetime Achiever Staff Member Super Moderator DBSTalk Club

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    Wonder who put this on eBay? :lol:
     
  2. Drucifer

    Drucifer Well-Known Member

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    NY Hudson...
    From that Boss Undercover show of over a year ago, everyone could see that DirecTV inventory control was near non-existing. For a tech-wise company, their control beside for an auto-order generated printout was not very techie. I can practically guarantee you, that their company-wide inventory control is still a hand-count system similar to what you see done by supermarket clerks.
     
  3. BernieL

    BernieL Mentor

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    Hooray, I have 3 HDDVRs working and two HD receivers. He activated the 3rd HD receiver but it can't be connected until they come back and install the SWM16.

    The tech arrived about 4:45 pm and finished about 9pm. He left his home at 6 am this morning and still has two more installs tonight. He was a pleasure to work with and highly competent. Based on my earlier experiences, I had no idea Directv actually employed any competent personnel.

    Can anyone tell me how I can order two AM-21s online from Directv?
     
  4. Davenlr

    Davenlr Geek til I die

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    Log onto the DIrecTv website
    Click on My Account Overview
    Click on the My Equipment Tab
    Click on Accessories
    AM21 should show up with a box to add to cart
     
  5. dpeters11

    dpeters11 Hall Of Fame

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    Cincinnati
    I believe it's under your account, my equipment, accessories. Or order one online from a seller, no worries about lease status like a receiver.
     
  6. BernieL

    BernieL Mentor

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    I am not sure I understand. Are you saying that if I pay Directv $50 for an AM-21, there is another $6 per month lease fee?
     
  7. Davenlr

    Davenlr Geek til I die

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    No, he is saying the AM21 will be owned by you. There is no lease fee, because there is no lease.
     
  8. BernieL

    BernieL Mentor

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    Thanks for the clarification.

    One more question from a Newbie. The 3 HD receivers I have are H25s with only HDMI and composite video outputs. I need one more that has component video output. What model receiver do I need and can I order online or do I have to call?
     
  9. Davenlr

    Davenlr Geek til I die

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    All HD receivers have component video output. The H25 just requires that you order the special breakout cable to use it.
     
  10. BernieL

    BernieL Mentor

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    My tech had left me his phone number and told me to call him if I had any questions about my install. I called and asked him about the special component video cable for the H25. He didn't seem to be aware of it nor have any. I found a picture of the special component video cable that Davenir spoke of among these forums. Can anyone tell me how can I order/get one. He had simply connected my one older HDtv with the composite video jacks on the H25.

    I am blown away by the Directv technology. It is clearly vastly superior to Dish Network and much easier to use. Even my wonderful but often technologically challenged wife of 43 years thinks it is easy to use. About the only thing I have left to figure out is how to get NFL Sunday Ticket TO GO to work on a computer or Internet-enabled TV (I have downloaded the AP on my IPAD and Android phone and it works great).

    I much appreciate all the valuable input and comments I have received from so many of you who had great patience in dealing with my total igorance about Directv's technology. I'll try to reciprocate by helping other newbies where I can in the future.
     
  11. BernieL

    BernieL Mentor

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    I'll bet you thought my switch to Directv's insanity had ended. Well it hasn't. It is unbelievable that a company with such great technology could have absolutely atrocious customer service and policies/systems that don't contain a modicum of common sense.

    I called Directv this morning to order the cable for component video on the H-25. The HDtv I am using on one of those receivers does not have an HDMI input and so the installer used the composite video output that provides a greatly diminished quality of picture and causes the size of the picture on the screen to frequently change in size that cannot be properly adjusted with the format function. The cable is very simple, it has an "s video" sized round connector on one end and the component video/audio cables at the other. It should take all of 30 seconds to install. I paid $7.99 plus tax for a "replacement H25 composite video cable" as it is officially called and was told there is no charge for shipping.

    I then asked if I could order an HDDVR as the 7th receiver I need. I told him that I had already been partially installed with 5 of the 6 receivers in my original order and would now like to order the last one I need so that it is here at my home when the SWM16 finally arrives. He said that should not be a problem but insists that I will have to be installed professionally at no charge and he says that he can schedule me for Monday. I said that would be fine. I then ask if I can order two AM-21. He tried to do so but the computer wouldn't let him and kept telling him that I should already have Panama City locals. When I assured him that I did not have the locals and only CBS and NBC out of NY with no FOX or ABC, he says that he will write another work order for me to have a new LNB installed that will pick up the locals because I was installed with a single LNB slimline yesterday (I have separately verified that the locals for Panama City have not yet been available from Directv) He writes another work order for the LNB change that he is unable to combine with the HDDVR work order and so schedules that for Tuesday. During these conversations, I was placed on hold 9 times, sometimes for a fairly long period.

    I then went to the online order feature under My Account, accessories to try to order AM-21s. It took about 45 minutes because my billing address and my install address kept being incorrectly spelled even though I had changed the billing address online (and received an email from Directv thanking me for updating the address), also called Directv four times previously and was assured on each occasion they had been corrected. Additionally, 6 times in the order process, the page just jumped to the NFL Sunday TO GO without my ever having accessed this before on my laptap. Eventually after much persistence, I was able to receive a confirmation of my order for two.

    I then went to my "pending orders". It correctly said that my AM-21s had shipped. It then said that I need to call and schedule professional installation for the HD25 composite cable. I tried to reschedule the LNB and HDDVR installs online, but the earliest date allowed was December 1st. Four times I called appointment reps and rescheduled the LNB and DVRs installs, followed by the computer showing the new dates but telling me ten minutes later on the "pending order" list that I must call to reschedule. The last rep told me that she had been able to change the HD cable order from professional installation to shipped for customer installation, but that hasn't showed up yet under "pending orders". I'm just guessing, but I think that much of the scheduling problem is caused by the fact that I only have a partial installation and the computer doesn't seem to have been programmed to handle that in any ways that would make sense. At this point I have no idea when my installation will be complete.

    I hoped to make my day better by calling mediacom to cancel my Internet and cable service today, but it turns out that while you can order new service or upgrade 24 hours a day, 7 days per week, you can only cancel between the hours of 8-5, Monday to Friday. So it looks like I won't experience the pleasure of being able to do that for another 15 hours.
     
  12. inkahauts

    inkahauts Well-Known Member

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  13. BernieL

    BernieL Mentor

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    Thanks a lot. I had looked on the SolidSignal site and couldn't find it. I am going to order it from them right away although I have already paid Directv for one. Their system will not let them ship it to me unless it is professionally installed and I can't seem to get a professional installation scheduled until December.

    What I have learned the hard way is that once you have signed the two year contract, your priority in getting completed by Directv drops to zero.

    Thanks again
     
  14. BernieL

    BernieL Mentor

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    Unbelievable customer service seems to be well shared among the satellite/cable providers. I called Mediacom's 800 number to cancel my Internet and basic cable, and they told me I must return their cable modem to the nearest Mediacom office in order to cancel my service. Since the nearest office is 21 miles away, I tried to call the local office to be sure someone would be there to accept my modem. After calling 20 times over 3 days and receiving no answer nor recording, I decided to proceed to the local office anyway. When I arrived, there was an employee in the office and no other customers. She accepted my modem and cancelled my service. I asked why she doesn't answer her phone whose cord I noticed was unplugged and laying on the floor. She replied that she doesn't want to be bothered by the phone when customers come into the office so she always leaves it unplugged and that way is never bothered - what a great customer service policy! While I was there for 15 minutes we saw no other customers.
     
  15. cabletech

    cabletech Legend

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    Did she ask why you were cancelling your service? I would have told her that the cord laying on the floor was the reason, lack of cust service.
     
  16. BernieL

    BernieL Mentor

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    Well after many more calls to DirectV customer service I am finally totally up and running with 4 HR24s, 3 H25s, and 4 AM-21s. The technology is really impressive and I am throughly enjoying my new satellite service.

    Much thanks to the many of you who helped me figure out how to best switch from Dish to Directv.
     
  17. inkahauts

    inkahauts Well-Known Member

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    That deserves a letter to her boss. She should be fired on the spot for that, and the job given to someone who cares.
     

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