Error that DirecTV can't seem to fix

Discussion in 'DIRECTV General Discussion' started by Roveer, May 24, 2017.

  1. Roveer

    Roveer New Member

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    A customer of mine (I'm a builder), upgraded from SD DTV to HD DTV. The tech swapped the dish from the old single lnb oval to an oblong multi-lnb. He changed out the smartswitch.

    He installed a genie DVR. He activated it. It gets SD channels, and some HD channels but most HD channels produce a 721 error.

    They sent a 2nd tech and he said the dish was fine. I'm beginning to think they are both wrong.

    HD channels work up to channel 68. Starting with Channel 70, any HD produces a 721 error.

    I tried to ask tech support what satellite a particular channel was on so i could diagnose if it was a dish pointing problem.

    So far I have channel 70 QVCHD, 229 HGTVHD and channel 317 QVCHD all giving me a 721.

    DTV has removed and re-added the packages several times, I even had them go to the next higher package but still the same result. I'm back to thinking it's a dish pointing issue even know 2 tech's (one with many years of experience) say they aligned the dish correctly. Both seemed like novices if you ask me.

    Based on the info I provided above, is there any way for me to tell what satellite might not be coming in? I'm going to make a list from the receiver but going the other way might be faster. No obstructions, clear sky. On 2nd Day tech swapped the DVR and multiswitch.

    BTW, we are in day 3 of this problem (15+ hours), DTV no help, 2 tech's, no help. At this point it's got to be something stupid (like incorrectly pointed dish). Tech's kept saying 771 errors are dish pointing, but 721 is always subscription. My personal feeling is the stream authorizing certain channels is not being received due to dish pointing error.

    Many, many Thanks.

    Roveer
     
  2. longrider

    longrider Well-Known Member

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    Go to your signal strength screens Menu > Settings & Help > Settings > Satellite and post what you see. 99s and 103s will have a lot of 0s, what is important is 99ca, 99cb, 103ca and 103cb
     
  3. jimmie57

    jimmie57 Hall Of Fame

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    Texas City, TX
    721 | Service Isn't Authorized | CS needs to authorize. Can also indicate a blackout condition (sports programming)

    Call Direct TV and tell them to make sure the HD service is authorized and to Refresh the Service.
     
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  4. Roveer

    Roveer New Member

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    Problem resolved... It was on their end. We finally got a tier 2 tech to call us back and after removing our account and re-creating it they were finally able to apply the package and the channels are coming in. It's very sad. On Monday, the first tech tried to get them to do that and they wouldn't. On Monday night I did on-line research and found similar posts and on Tuesday and Wednesday tried to get them to do that and they wouldn't. Not until it got to tier 2 and a tech finally decided to do that did it finally resolve the problem. 15+ hours of wasted time because all they know how to do is read scripts and restart the receiver. It's unfortunate that a companies technical abilities are so insufficient that solving what must be a known problem (I found several posts on-line) that it takes days and days to resolve is now considered normal... Of course every person I spoke with at DTV (more than 6) always asked me if there was anything else they could assist me with as we were hanging up after another unsuccessful session. They sure do know how to read a script, but not much else. And for the tech's that came on-site, they were so quick to blame the company and leave it too was sad. Finally on the 2nd tech visit I pointed to his shirt and pointed to his van and told him he represented the company and we expected him to work through the resolution. He responded that I would not be allowed to "hold him hostage". Pathetic. This was at best a 30 minute resolution and yet it took 3 days.

    Roveer
     
  5. P Smith

    P Smith Mr. FixAnything

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    next time get his name(s) and post here ! wall of shame - yeah baby!
     
  6. James Long

    James Long Ready for Uplink! Staff Member Super Moderator

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    No! While photos of a bad install are acceptable (we have a thread for that) naming and shaming people is not appropriate.
     
  7. Roveer

    Roveer New Member

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    I have no intention of shaming anybody. The 2 techs that came on-site were actually good in what they did. It was handling the problem as a company where they both fell down. The service is working and I've moved on. However, we sent some stinging criticism of the entire process to AT&T via contacts that we had at the GNOC. At very least someone will cringe inside the organization.

    Roveer
     
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  8. peds48

    peds48 Genius.

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    Rover, understand that tech's hands are tied when it comes to issues like this one. They must rely on someone else knowing how to do their jobs, tech from experience can tell them what to do but if they don't want to listen then there is not much they can do. And is true, you can't hold anyone hostage, that happened once to me and it didn't end good for the homeowner, he got arrested.


    Sent from my iPhone using Tapatalk
     
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  9. Roveer

    Roveer New Member

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    The tech standing in your home is the face of the company. It is there job to manage the relationship and expectations of the homeowner. Having been a field service tech in the computer industry for 6 years myself I have a very good understanding of what it is like to be in the field. I covered just about any piece of computer equipment from laser printers to PC's to Unix machines. Walking out of a job with "I don't know, it's their fault, it will just have to stay busted" was not an option. I had resources at my disposal via phone and had to manage them to a successful conclusion. If I was unsuccessful in getting the proper answer I had to continue until I resolved the issue. Customer satisfaction meant getting paid. Fail at that and you get fired. While the tech's were good, they lacked the understanding and wisdom and most importantly determination to resolve the issue and complete the task. What that boils down to is failure, and that failure lies with the technician. Doesn't matter how bad the support is that he is receiving, there are other resources that can help resolve the issue. They were both too uninterested to utilize them, and more interested in getting out of a bad situation. The sad part is, when we spoke with the tech's manager on the 2nd day, he had the same attitude, it's their fault, we can't fix it, and we are not going to do anything else to help you. It's very clear that the attitude problems exist at several levels at DTV. Somewhere in the organization someone would cringe at the customer experience that we had. But clearly not at the tech level or his boss. That's very sad. After all, installation is a "customer service" organization. Big fail on this one.

    Guess you gotta have a couple of years under your belt in order to truly understand what I'm talking about.
     
  10. Mauiguy

    Mauiguy Cool Member

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    Do you also shoot the messenger when they give you bad news???
     
  11. Roveer

    Roveer New Member

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    If the messenger is the one creating the bad news, then yes. Why are you protecting someone who provided a poor work product? Both of these guys could have done better. Both of these guys were capable of resolving the problem had they taken just a little extra effort. One of the guys knew exactly what the problem was, but was still unwilling to do any extra work. They fell down on 1/2 of their job function. Should we reward them for doing 1/2 the job right, but still not completing the task? Sounds like we are getting into "everyone gets a trophy" territory here.

    Listen, this is not a self install kit. When you go to the car dealer and they say they can't fix your car because the guys in Japan don't understand, is that acceptable?

    DTV is a customer based service organization. It has to take care of its customers otherwise it will die. There's no messenger here, just a guy who is supposed to make your TV work. He's from the company, make it work. Not, I'm only the dish guy, they are the subscription guys. Mr. Homeowner - you go figure it out. My shift is over. Bye... Again, this is not a self install kit.

    Your not going to win this one... Consumer Affairs Customer Satisfaction Rating for DTV is 2.5 out of 5. That's pretty pathetic. And I've seen it up close. It was very easy for the tech to do the right thing and get this problem fixed. It took 3 days and a lot of our time.

    Do a job...

    Let's stop this thread now, it's becoming nonsense and will devolve into name calling eventually.
     
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  12. James Long

    James Long Ready for Uplink! Staff Member Super Moderator

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    The point can be made without insults.

    While you cannot stop the installers from leaving you can refuse to sign for a non working installation.

    Sometimes being the face of a company means going the extra mile (beyond the job description). That is what I do and what I expect.

    Were the installers DIRECTV employees or contractors? Contractors can look like employees and drive logoed vans. Sometimes it is hard to tell the difference.
     
  13. Roveer

    Roveer New Member

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    Both were contractors. It really shouldn't make a difference. I know in reality it often does. It's good to hear that your view of getting a job done is different than what I experienced. It's unfortunate, both tech's were nice guys, and knew what they were doing. Just couldn't get to a successful outcome.

    The sting of 3 days of frustration has worn off and the lady is enjoying her TV. Time to move on.
     
  14. HaterSlayer

    HaterSlayer New Member

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    Sadly a 721 should be an easy fix. Trucks aren't even supposed to be rolled for that.

    Sent from my LG K7 using Tapatalk
     
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  15. P Smith

    P Smith Mr. FixAnything

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    721 ? that's legendary big boobs box ;) ...unique, as it's only one ever dish DVR what running x86 code and keep all modules, libraries on HDD
    some people developed own Python adds ...
     
  16. Roveer

    Roveer New Member

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    Not to the script readers. it's like the first time they've ever head it, and just kept reading their scripts. On day 2, the script reader insisted it was a dish alignment problem and insisted on setting up a 2nd tech visit.

    BTW, we begged to be put up to T2 support, yet they wouldn't do it. They made this entire thing happen all on their own.

    How's that for training. Guess DTV will have to raise their prices to pay for all that script reading confusion.
     
  17. HaterSlayer

    HaterSlayer New Member

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    The 721 tool walks people right through it though. It goes the long way but should get them there. It sucks when these companies bank on people turning over to keep wages low. I haven't worked there in 6 months but I bet I could have fixed this issue in 5 minutes.

    Sent from my LG K7 using Tapatalk
     
  18. Roveer

    Roveer New Member

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    I bet you could have. That's all it took the "right" person to fix the problem. It just took 20 hours of pleading and cajoling to get to that person. That just plain sucks...
     
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  19. Bill Broderick

    Bill Broderick Icon

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    Which is exactly why people defended the tech when you were placing the blame on him. In the DirecTV structure, the CSR's aren't the support people for the techs. It's the other way around. A tech can't make a bad CSR do their job properly. Since, probably unlike your experience as a computer industry tech, the DirecTV techs get paid by the job, not hourly, there is absolutely zero incentive for him to be the guy who spends "20 hours of pleading and cajoling" with incompetent CSR's. You're right that it just plain sucks. But, in this case, it's the structure that sucks, not necessarily the tech.
     
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  20. peds48

    peds48 Genius.

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    Nailed it! I could not have said better myself.

    There was not supposed to be a truck roll with a 721 error message, if the CSR could not figure it out, s/he should of have reached to their peers (higher ups) to get it resolved. A truck roll was a bad call in this case.


    Sent from my iPad using Tapatalk
     
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