Enabling MRV using your home networking

Discussion in 'DIRECTV Connected Home' started by Doug Brott, May 20, 2010.

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  1. May 21, 2010 #181 of 1195
    dddeeds

    dddeeds Cool Member

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    Sep 16, 2007
    I tried the first regular CSR that answered & I got the run around about upgrading my dish to SWM etc. I kept telling her about the unsupported mode and she put me on hold to check it out and I got disconnected, so I called back & tried the "I need to speak to the network support group" route and Sandra got me up and running in under 13 minutes including wait time with first CSR. (BTW:I thought ethernet/twisted pair wiring is more reliable than coax? Why the push for their networking being better on drops and frame freeze?)
    Thanks HofstraJet! :)
    Pretty sweet how far the DirecTV DVRs have come since they first came out.
     
  2. May 21, 2010 #182 of 1195
    rob316

    rob316 Legend

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    Jun 29, 2008
    Update, received a nice email this morning from D, all systems go with MRV, woo hoo.
     
  3. May 21, 2010 #183 of 1195
    Mikej0530

    Mikej0530 Cool Member

    22
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    Dec 23, 2008
    after many calls to the Directv CSR's I nearly gave up. I then listened to the advice on here and decided to email directv. Through email they gave me no trouble and emailed me back this morning to say that my MRV is active.
     
  4. May 21, 2010 #184 of 1195
    token

    token Cool Member

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    Jan 10, 2007
    I was on Xtra +HDDVR legacy package and attempted to reactivate the Home DVR service last night via phone. After 4 calls to different reps (via retention/cancel service option) and over and hour of wasted time, I gave up and tried the email route.

    This morning I didn't see any reply to the email so I changed my package online to a current package (net cost $1 more) and I tried calling again.

    This CSR immediately asked if I was part of the beta to which I replied yes and that I wanted to go the unsupported option.
    After a 5 minute sales pitch for the DECA upgrade he agreed to turn it on in unsupported mode. It took less than 10 minutes and didn't require a reboot on my DVR's.

    All turned out well in the end but it sure felt like each rep was trying a very hard sell for the DECA and new receivers.

    Good luck,
    Token
     
  5. May 21, 2010 #185 of 1195
    newlinux

    newlinux New Member

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    Feb 2, 2010
    Took me 3 calls but I did finally get it enabled last night. When I got a CSR that knew what she was doing it took a 5 minute call and 5 minutes later it worked. two days ago I had called to order DECA (I have been using my home network, but I wanted to get another HD receiver in a place where my network isn't as good). I foolishly assumed that since I had ordered DECA they wouldn't turn off my MRV (my install isn't until next Friday). I thought about this yesterday, and sent emails and called and finally got a CSR with a clue (lots of arguing before then). While the other kept telling me I had to wait for DECA to be installed (one told me it will work with my home network, but only if I have SWim??? I know that's not true). I told her I just wanted to keep MRV on my home network working (unsopported mode) until the DECA installation happens. She said, she completely understood, put me on hold for a minute, got it working (said she had gotten lots of similar calls) and 5 minutes later MRV was back.

    Now I'll get to compare MRV with DECA to my home network (GigE switches cat 5e/6 where my two current receivers are which with these machines having Fast ethernet connections should be plenty). Just curious if they done something special with the DECA network to enhance trick play features for streaming media.
     
  6. May 21, 2010 #186 of 1195
    mgavs

    mgavs Legend

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    Jun 17, 2007
    Here is a question: If I activate the unsupported mode can I later get the $99 upgrade (+$49?).
     
  7. May 21, 2010 #187 of 1195
    pfp

    pfp Whatever

    1,567
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    Apr 28, 2009
    Good question. Ask 3 different CSR's and you will likely get at least 2 different answers.
     
  8. May 21, 2010 #188 of 1195
    darman

    darman AllStar

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    Sep 24, 2007
    I was JUST told it would never be cheaper than doing it right now. So there is one answer.

    Anyway, just called. Rep 1 said it was IMPOSSIBLE to do w/o DECA. Hung up and called back. Got Brian who said he knew exactly how to do it. He said he was a beta tester too. (He even read me the note CSR1 left on my account about how it was not possible w/o upgrade.)

    He set the flag and then got stuck. He said they were having problems and it would take a day or two for the receivers to authorize. It still shows not available in my account (at direct.com). He would not budge on the SWM/DECA upgrade price and actually told me it was $150.

    We will see.
     
  9. May 21, 2010 #189 of 1195
    lshank

    lshank New Member

    6
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    May 20, 2010
    You can say you were part of the MRV Beta program and everything worked great. All this means is that you setup MRV on 2 or more of your networked DVR's during the BETA period
    .
    DirecTV does not track who enabled the MRV Beta on their DVR's. Call D and ask the CSR to TRANSFER you to the Network Group because you were part of the MRV Beta Program and you want to use MRV in the unsupported mode. The CSR will transfer you and then tell the Network Group the same thing. This worked for me just a few minutes ago (Less than 3 minutes on the phone!!). GOOD LUCK
     
  10. May 21, 2010 #190 of 1195
    jdspencer

    jdspencer Hall Of Fame

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    I'm still waiting for the email reply. I wonder if sending a second one would help?
    I'll wait until tonight (24 hrs since first email).
     
  11. May 21, 2010 #191 of 1195
    lshank

    lshank New Member

    6
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    May 20, 2010
    I sent 2 e-mails yesterday without any response. So today I called D and asked the CSR to TRANSFER me to the Network Group because I was part of the MRV Beta Program and I wanted to re-activate MRV in the unsupported mode. The CSR gladly transferred me and then I told the Network Group the same thing. This worked for me just a few minutes ago (Less than 3 minutes on the phone with no questions about switches, packages, etc., only praise for being a loyal D customer and thanks for being part of the MRV BETA Program!!). GOOD LUCK
     
  12. May 21, 2010 #192 of 1195
    wallybarthman

    wallybarthman Godfather

    363
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    Feb 4, 2009
    Had a good experience last night - but had to do some "coaching" of the CSR through the process.

    To make it easier I had her upgrade me to Choice Extra plus HD plus DVR (to a current package) and told her I wanted the unsupported option. It took a little while for it to kick in on my boxes but it worked and I'm activated.
     
  13. May 21, 2010 #193 of 1195
    Circle909

    Circle909 New Member

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    Nov 2, 2004
    Okay, so called DTV CSR last night before I saw the new email guidelines from Doug. The CSR I got insisted it was impossible to add MRV without the DECA install, so I just hung up and then read about the email route. So, I sent the email as suggested by Doug yesterday around 7:00pm or so. Came to work this morning and no response. About 10:00am today, I tweeted to @DirecTV asking how long should I expect to wait for a response, received a tweet back about an hour later stating "@Circle909 Our team is working through emails now, as soon as we are able to process your request we will notify you by email."

    Then just twenty minutes ago, received the following email:

    Subject
    ---------------------------------------------------------------
    Please enable Whole Home DVR Service in unsupported mode


    Discussion Thread
    ---------------------------------------------------------------
    Response (Angeli C. - 100203398) - 05/21/2010 09:50 AM
    Dear Mr. Malseed,

    Thanks for writing. I see that you're one of our loyal customers. I just want to let you know that we appreciate your business.

    I understand your interest in taking advantage of the Whole-Home DVR Service. I notice that you have been a customer for many years. I'd like to thank you for being a loyal DIRECTV customer.

    Per your request, I've already set the account attribute to "U" (unsupported) and added Whole-Home DVR Service to your account for $3 monthly. Because DIRECTV bills you for service at the start of your billing period, any changes you make mid month, such as adding a service, will show as partial month charges from the day you made the change to the end of the 30 day billing day period.

    The changes to your account will be reflected on your next DIRECTV bill, or you can see them immediately by signing into your DIRECTV account online at directv.com/mydirectv and clicking on the "Activity Since Last Bill" section in the "Account Details" page.

    However, please note that to enjoy the very best Whole-Home DVR Service experience, you must make use of our SWiM network. Without the upgrade, we will indeed be unable to provide additional support (troubleshooting) specific to the Whole-Home DVR Service.

    We strongly encourage you to take this upgrade offer. The upgrade is a substantial value and provides the very best, fully supported, Whole-Home DVR Service experience.

    Lastly, I see that you may be eligible for a special programming or equipment offer. This offer is available for a limited time and only by calling us at 1-800-531-5000. Please call us at your convenience between 8:00 AM and 10:00 PM to see what special offer is best for you.

    Sincerely,

    Marian C.
    Employee ID 100203398
    DIRECTV Customer Service

    P.S. Have a question? Anytime, any topic, instant answers - support.directv.com The Answer Center provides you helpful information, 24/7, all at your fingertips.

    Customer (Raymond Malseed) - 05/20/2010 03:47 PM
    I would like to add whole home DVR Service to my account using my existing equipment. I am already networked and was part of the Multiroom Viewing Public Beta that has been going on the past few months. I realize this will add $3/month to my bill.

    So, I think all is good, but need to verify when I get home tonight.

    I want to give a HUGE thanks to Doug and all his hard work in helping us out.
     
  14. May 21, 2010 #194 of 1195
    alert5

    alert5 New Member

    9
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    Sep 11, 2009
    Sent the email yesterday and no response, so I called a CSR. She could not set the "U" switch but passed me to a tech named Luke. He set the flag with no problem and MRV is back!

    Pretty painless routine process.

    My setup for two HR23s was always on a 50 foot CAT5E direct connection that functions just fine.

    Shortly after confirming MRV I checked my email and that response indicated they already new the flag had been set, so no further action was required.

    My only concern now is when the next NR software update happens, MRV does not get messed up.

    Thank you Luke.
     
  15. May 21, 2010 #195 of 1195
    suddenlyissoon

    suddenlyissoon New Member

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    Sep 7, 2008
    Yes! I just did it!

    I sent the email off earlier this morning and noticed I had a message from dTV in my mailbox a few minutes ago. I logged in to my slingbox and as soon as I entered the DVR list it popped up and told me that it had been activated.

    As of right now I have not received anything from a CSR

    Also, my bill auto-paid yesterday but my date is on the 25th. Adding the service today charged me an extra 1.68 that was not paid. Luckily I saw this but I'd hate to get a late charge over this!
     
  16. May 21, 2010 #196 of 1195
    jdspencer

    jdspencer Hall Of Fame

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    Nov 7, 2003
    I received the email from DirecTV telling me that they have enabled MRV in unsupported mode. I checked my account and it still states that I'm "Not Eligible" and the DVR says "not Authorized" under the Multi-Room tab in System Setup.

    Another email just came in and said that I need to upgrade to a current package to Choice or above. The problem is that my current package is CHOICE XTRA + HDDVR.

    Am I getting hung up because the HD DVR is grandfathered into the package?
    We'll see how they respond to my asking what that problem is.
     
  17. May 21, 2010 #197 of 1195
    Steve

    Steve Well-Known Member

    23,065
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    Aug 22, 2006
    Lower...
    Did you try a "refresh services"? It's on DirecTV.com, under "help", "tools". Can't hurt.
     
  18. May 21, 2010 #198 of 1195
    ahatten

    ahatten AllStar

    52
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    May 16, 2007
    THANK YOU SO MUCH, DOUG! I had received an e-mail back stating that I need to upgrade my package in order to get MRV. After having read your post, I called CSR and was not hassled and now have MRV added back. Woo hoo!
     
  19. May 21, 2010 #199 of 1195
    NetRaider

    NetRaider Mentor

    45
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    Aug 31, 2007
    I called and everything worked out in less than ten minutes. Five of which was a hard sell for DECA. He even offered several discounts and upgrades to try to get me to add DECA.

    I called CS and after a couple of minutes of Sly and the Family Stone the rep picked up and I told him that I was a BETA MRV customer and wanted to speak with the Netwrok Group. He had never heard of MRV and was unfamiliar with Network Group. He looked up the extension and transferred me. The Network Group CS rep knew exactly what I wanted and after the five minute DECA sales pitch added unsupported MRV to my account. He said receivers should not take long to update.

    I also asked about using a switch at a receiver DECA for other ethernet devices (tv, xbox, BD player, PS3). He said that the pass through ethernet port on the receiver could plug into a switch but did not know if there would be degradation or bandwidth issues.
     
  20. May 21, 2010 #200 of 1195
    pappy97

    pappy97 Icon

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    Nov 14, 2009
    So what package did you have, and what package do you have currently?
     
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