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How did your "Connected Home" installation go, part 2?

Discussion in 'DIRECTV Connected Home' started by RAD, May 24, 2010.

How did your "Connected Home" installation go?

  1. Everything was installed on time without any problems

    0 vote(s)
    0.0%
  2. Installation was completed but there were problems that the installer ran into

    34 vote(s)
    38.6%
  3. Installation was attempted but was stopped due to a problem

    39 vote(s)
    44.3%
  4. Installation was cancelled/delayed due to parts not being available

    5 vote(s)
    5.7%
  5. Something not listed and I've provided details in a post

    10 vote(s)
    11.4%
  1. May 25, 2010 #21 of 119
    thekochs

    thekochs DirecTV 10yr+ Customer

    1,009
    2
    Oct 7, 2006
    Same here......my thread.....worth the read. I would suggest doing some research on how these are setup/connected and be ready. http://www.dbstalk.com/showthread.php?t=177925
     
  2. May 25, 2010 #22 of 119
    MysteryMan

    MysteryMan Well-Known Member DBSTalk Club

    8,765
    598
    May 17, 2010
    USA
    Enjoyed reviewing the DirecTV HR2X Wish List!
     
  3. May 25, 2010 #23 of 119
    camo

    camo Godfather

    1,168
    97
    Apr 15, 2010
    I did my own with Ethernet over existing lan line. Really did not do anything other than sign up for it plug ethernet in. Works perfectly. Took them about 15 minutes over the phone to turn it back on once the beta period ended.

    HR-20
    HR-24
    H-23
     
  4. May 25, 2010 #24 of 119
    hitokage

    hitokage Legend

    118
    0
    Jan 19, 2010
    Well here is how my installation went. Be aware it is a rather long story, however there is a short summary at the end.

    Having had difficulty with various installers in the past and reading about the various troubles here, I was a bit apprehensive about calling to get MRV officially installed. I have ethernet drops to most of the receivers, but there are a few that didn't have them. I also needed a larger multiswitch as I had more tuners then the current Zinwell 6x8 could support. I priced out everything from Solid Signal that I would need to do it myself, and the total was in excess of $800 - definitely not going to happen. I tried different methods hoping I could convince DirecTV to let me do it myself, and none worked. I was finally contacted by the Office of the President (OotP), and they talked me into letting an installer come out along with a supervisor. The earliest their computer would let them do was in June, but they sent an e-mail and were going to try and get them to come out on the 22nd. I asked them to specifically call out that a SWM16 was required as we have ten tuners, and that they were to use a regular DECA for the internet connection as these seemed to be the two big trouble points.

    Friday the 21st we get a call confirming the Saturday appointment in the 12-4 pm window. Saturday arrives and after saying they were on their way several times, they finally arrived about 3:45. They did a quick look over of the current set up, and confirmed the required dish swap out and tuner count. It turned out though they didn't have a SWM16 - the DirecTV rep from the OotP placed it in the comments instead of as a line item. They at first said they could use two SWM8s and an expander until I reminded them that DECA wouldn't pass between the two. Turns out they did have some SWM16s available, but they weren't scanned into the warehouse and they wouldn't show up on the work orders. They were instead locked in a safe in someones office (someone above the supervisor that came with the technician). They wouldn't be able to do anything, but they would get one and rescheduled for Monday the 24th. They told us we should see if we could get our HR20-100 and HR21-200 swapped for new HR24s, partly because they insisted the HR20 wouldn't work - even after I explained exactly how it would need to be connected to the DECA. The tech stated they were off on Monday, so someone else would be there, but the supervisor stated it was likely they would be the supervisor to return.

    Monday arrives and I make contact again with the OotP, and explain about the wasted visit on Saturday and how they mentioned trying to get the HR20 and HR21 added to the work order to be swapped. Well, I was told no more freebies as I recently was trying get them to swap three currently inactive H20s for new models. The H20s had toasted their access cards and didn't work properly, but I wanted to replace a legacy HD Samsung receiver, an old SD Sony box, and add one new one and I was trying to get working boxes in exchange for my bad ones. They activated one H20 and did a swap for that one, and did upgrades for the other two at no cost other then the $20 shipping. I received an H21 (that shows on my account as owned - :confused:) and two H23s, so I wasn't too surprised about not getting any more deals. I was ticked off though as my Saturday afternoon was wasted, but whatever.

    The afternoon rolls around, and we hear from the installer that they would arrive about 2:30. They actually did, and things looked like they might be looking up. They were even going to see if I could get a signal from the 119ยบ, as I knew that some of the music stations were there, and as we have the Premier package I thought we should have access to all we are paying for. Things however started to go down hill from there. They insisted the HR20-100 wouldn't work and didn't even try it - they were going to swap it for a HR24 :bang. They said since the HR20 was owned, it would be, and there would be no charge - I was thinking yeah right. Things started to seem okay again - they got the slimline 3 dish and LNB up with no trouble, and while they had been working on that I stated I was going to go and remove the BBC adapters and unplug the receivers. They got the SWM16 and splitters connected, replaced the HR20, and began installing the DECAs. Again things went down hill a bit - they connected them with out plugging the receivers back in and making sure everything was working. On the receivers they did change the configuration on, the picked that is was a slimline 3 SWM LNB, when in fact it was a regular slimline 3 LNB with a SWM multiswitch (this is minor, and I'm pretty sure it didn't really matter), but they didn't update the configuration on the others (changing from the 5 LNB). They also never verified the receivers and DVRs were communicating with each other. They said they were done, so I took a look at my online account to see how things were showing up. There was a charge for the HR24 and surprise, surprise it said it was leased :nono2:. I told them I was going to call and check on things before signing anything :mad:. I called the regular support number and asked for the access card department, if the HR24 was going to cost us and also be leased I wanted them to swap it back, and at least try the HR20 - if for whatever reason they didn't get it to work I would have had them leave the proper hardware and get it working myself. Well the access card person said they shouldn't have replaced the HR20 - it was supported for MRV and wasn't on the work order to be replaced. She credited back the charge for the new receiver, and also made the HR24 owned because they weren't suppose to do what they did :D. Once everything went through and I could verify the credits on the website, I signed the paperwork, and they left.

    I began looking over the configuration of the HR24, and I noticed that multiroom was missing. It was also missing from the other receivers and DVR. so I took a quick look online and found it wasn't activated - this is when I discovered they didn't test things. Fortunately the equipment upgrade were in place according to the computer, so I was able to activate it, sent a refresh receivers request, and then proceeded to test things out. Things actually seem to work, so I won't have to deal with them anymore at this point :hurah:.

    Summary - if you had an HR20 that was on your account as owned, it was swapped, and that swap wasn't on the work order - make sure you weren't charged for it. Also talk to the access card department - you may be able to get them to change the replacement to owned as the tech did something they shouldn't have done.

    [​IMG]
     

    Attached Files:

  5. May 25, 2010 #25 of 119
    employee3

    employee3 Legend

    163
    5
    Aug 15, 2006
    Installer called. No SMW-16's in stock. I had to wait a week for install to hear this.
     
  6. May 25, 2010 #26 of 119
    bigmac94

    bigmac94 AllStar

    100
    0
    Aug 18, 2006
    Sneads Ferry NC
    "bigmac - you were down for a couple of days?"
    Yep.
     
  7. May 25, 2010 #27 of 119
    Impala1ss

    Impala1ss Godfather

    284
    0
    Jul 22, 2007
    Installer just left and everything is working great. He showed up on time, showed me his ID before he came in the house and point by point set the system up. This was his FIRST MRV installation.

    I watched (of course) the entire thing and found him to be very thorough as he installed new cabling to DVR's, SWM, etc. He also removed the LNB bar from the Slimline dish and replaced it with a new LNB - only one ; reaimed dish and came inside.

    I had him move the DVR from Family Room to bedroom, and he installed a brand new HR24-500 in Family Room.

    The only problem he had was getting the bedroom dvr recognized for multi-room use. He had a hand drawing to show him how to hook it up. After several phone calls to supervisors, he found that he had the DECA set up as his supervisor had told him to but it was incorrect. Another supervisor told him how it should be installed, and once he changed it, everything worked. It took him about 2 1/2 hours. Considering it was his first MRV it went very well. All my transponders are between 95-100.

    I am very happy with the installer and D* TV .
     
  8. May 25, 2010 #28 of 119
    aguadulce

    aguadulce Mentor

    35
    0
    Nov 1, 2006
    Got a Whole Home DVR Service install 5/22 - installer said I was his first to request MRV + a broadband connection. Replaced my H20-100 with an H24-100 and my D11 (don't laugh) with a D12. Added a DECA to my HR22-100. Replaced my dish with the SWiM LNB, added PI just before my HR20-700, DECA to the HR20-700, and after we talked options on the broadband connection (first option was to run another line fm the SWM8 to the router), (2nd option was to upgrade my D11 adjacent to the router to an H24 for an additional $49 and no need to drill any holes in walls or run any more cables), I agreed to the H24 upgrade. He then connected the H24 ethernet port to the router - no PI, no DEC between. That H24 can actually connect to the Internet, but none of my other receivers can. I have static IP addresses assigned, but none will connect. I do have MRV ability on all capable systems, except the H24 next to the router. Reset the router, reset the receivers multiple times, all to no avail. When the installer left he said I needed to call D* to have them enable On Demand. I called them a few hours later and they said it was already enabled and that they'd call the installers supervisor to arrange another appt. to correct the installation to allow all receivers to see the internet and access On Demand. My HR20-700 in a different room does not pass the Internet connection test, but shows On Demand channels, categories, etc. When I select an On Demand program to download (free episode), I'm given the option to Record, which I select and am them prompted with "Downloading is currently paused" with OK or "Add to Queue" as options. No matter what I select, nothing happens and the program is not added to the queue. I see a note on the screen that if I want this channel added to my lineup (I do have the non-On Demand equivalent in my package), that I have to call D*. Huh? On my HR22-100 with all channels enabled in the favorites, I only see 2 On Demand channels (1000 and 1999). If I try to see "All" channels it says "No channels available". So the installer's dispatcher calls to schedule another appt. for me for 5/24 btwn 4-8pm. I get a call fm the same original installer around 6pm or so indicating he'll be at the house btwn 7:30-8pm. He asked the symptoms again and I told him and he said that he was not to touch the broadband connection once connected and to contact D* again. He said he'd still come out as a courtesy (huh?). He called at 7:30p and said it would be closer to 8pm. He called at 8:40pm and said he was on his way. I told him to forget it - it was too late. In the meantime, I called D* tech support and spoke to a knowledgeable gentelman who inquired about the connection between the H24-100 and the router. I told him how it was configured - no DECA or PI in btwn that connection. He said I had to have one for it to work. I asked about the H24-100 essentially having a built-in DECA and he said it didn't matter - I still needed one. When I conveyed this to the installer he said I didn't need one and that he couldn't really touch the internet connection. So I'm caught in the middle with no real broadband access, cannot access On Demand and not a happy camper. It takes a lot to get me riled, and I'm really trying to be patient being a new install and all for the installer and Mastec, but I'm still not in service. If I end up having to have another line run fm the SWM8 to the router with a DECA - not a big deal. I was led to believe by the installer that the H24-100 would provide that functionality and will have upgraded a receiver for nothing. Got the lecture fm D* about all sales final and all AND the 2 year extension (which I expected). I really want to work the Mastec and D* to get it resolved so my experience will help the next customer. But this finger pointing back and forth is getting us nowhere.
     
  9. May 25, 2010 #29 of 119
    David MacLeod

    David MacLeod New Member

    5,689
    0
    Jan 29, 2008
    you say swm lnb and swm8, can't have both. are you meaning the 8 way splitter, sws-8 ?
     
  10. May 25, 2010 #30 of 119
    RobertE

    RobertE New Member

    8,024
    0
    Jun 9, 2006
    Your installer is confused. He's trying to use the H24 as bridge between the deca cloud and the internet. That won't work.

    You must have another deca with a power supply to be that bridge.

    Forwhatever reason, it seems to be a big confusion point in a lot of locations.
     
  11. May 25, 2010 #31 of 119
    jpitlick

    jpitlick Icon

    580
    0
    Apr 19, 2007
    Here's what you need to get you going. You need a two way splitter and a DECA with Power Inserter. Split the line that is currently going to the H24. One end goes to H24 and the other goes to the DECA and PI, which you connect to your router. You should be good to go. It seems the installer thought that the H24 was able to route the broadband between the ethernet and coax ports on the H24. I think connecting the ethernet port on the H(R) disables the built in DECA.
     
  12. May 25, 2010 #32 of 119
    tjbtexas

    tjbtexas Cool Member

    22
    0
    Nov 3, 2006
    I had already installed a SWMLNB myself, so just ordered the DECA units from SS and installed them. Called D*TV and had them activate as "Supported". install and phone call = 30 mins.

    :)
     
  13. May 25, 2010 #33 of 119
    azarby

    azarby Hall Of Fame

    4,130
    17
    Dec 15, 2006
    As RobertE mentioned the H24 connection to the router wil not work. Pluggin in an ethernet cable to the 24 disables DECA and none of the other boxes in the system wil have network connectivity.

    Bob
     
  14. May 25, 2010 #34 of 119
    dwishner

    dwishner New Member

    9
    0
    Jan 4, 2006
    Install went near flawless for me.

    - MRV enabled on all 6 DVRs.
    - Installed SWM16.
    - Replaced 2 HR10s with 2 HR24s
    - Told him I preferred to keep DVRs through normal Ethernet and not DECA since I have dedicated switch ports to each DVR. He was fine with that.
    - He upgraded my dish as he noticed a couple of my signals were low and that my dish wasn't mounted securely enough.

    Only issue I had is that I had trouble bringing up one of the Ethernet ports of the HR24 after he left. I didn't have the network patched over yet, so I wasn't able to test while he was there. Turns out if an HR24 is booted without the Ethernet connected it will automatically go into DECA mode. Took me a while to figure this out. Once I rebooted with the Ethernet cable attached, everything worked fine.

    All in all a very professional experience.
     
  15. May 25, 2010 #35 of 119
    lgb0250

    lgb0250 Legend

    318
    9
    Jan 24, 2010
    Called back for the third time today and finally got someone in technical. Was able to activate it within 5 minutes. The way this whole roll out was handled is ridiculous. CSR's had minimal training, installers about the same. Members of this forum had more than both! That's sad.
     
  16. May 25, 2010 #36 of 119
    FHSPSU67

    FHSPSU67 CE'er & Retired Engineer DBSTalk Club

    2,592
    41
    Jan 12, 2007
    Windber, PA
    Smooth as silk! He left me do the TV-HR work while he installed the SWM16 and 8-way splitter. Only glitch was when I plumb forgot to hook up the RG6 to my Internet DECA:goodjob:
     
  17. May 25, 2010 #37 of 119
    GLJones

    GLJones AllStar

    126
    2
    Feb 12, 2008
    Installer came at 10am (8-noon window) and showed his ID. I showed him my two HR21s and H-21. He replaced the LNB (Was the 5, now the SWM) and checked the alignment.

    Then he hooked up the DECA to the dedicated ethernet line behind the TV room TV. He removed the adaptors (from the non-SWM setup) and everything is working fine. He said it was a very easy install because I already had the Ethernet run the boxes were configured from the Beta. I had already activated the MRV unsupported while I was waiting for the install day so everything just worked when it was hooked up.

    Installer was really great and told me this was his fifth DECA install.
     
  18. May 25, 2010 #38 of 119
    hillncharge

    hillncharge Mentor

    40
    0
    Jan 24, 2008
    Apparently, I'm going to have to wait another two weeks for a SWM-16 to arrive. I was disappointed when my original install date was cancelled for the same reason but I've figured since it had just went national that sh** happens. Now, I'm getting really upset because they were supposed to call & let me know if the new install date (May 25, 4pm - 8 pm)was going to work. Luckily, my husband already had the day off so it wasn't a work day for either of us. :mad:
     
  19. May 25, 2010 #39 of 119
    ltrain20

    ltrain20 AllStar

    95
    0
    Dec 11, 2006
    I voted for no issues as there was only one small one. I will explain below.

    Installer was good. He said he had done several installs and he seemed to have most of it down. It did take about 3.5 hours to get everything installed but some of that was toning lines to identify what actually went where. This had been done previously but after we found the live ones a couple years ago the installer was cleaning up the length of the cable and accidentally cut the labels off. Previous installer felt terrible and was going to redo it but I told him we new which lines we needs to just leave it for now.

    He said they had to find the SWiM16 which he had in his truck when he called so they had identified the need and were ready which was nice after reading some other horror stories. He also said they were looking for a R22 when he saw this come across and they had found one to replace the R15 I had. He said he figured this is what I would want so all receivers were on MRV.
    NICE work and appreciated by me.

    He had the diagram for the HR20-100 and this was his first. He did it like Option #1 and this worked so no band stop filter was needed. He left me one just in case it did stop working and I had to change it around.

    Only issue was the R22-200 could not see the internet. He left as it was after 7:30 but said he would call me tomorrow once he had talked to his supervisor and other installers in the area as he figured he was doing something wrong as he had not hooked and R22 to the internet before. After he left I posted here asking for help which was provided (thanks to all), I swapped to ethernet port #2 the bottom one and it started work fine and all was right in MRV land. So tomorrow when he calls and I bet he does as he gave me his cell phone number as well as he said if I had any issues to call him direct over the next few days and he would come out and help in any way he could.
    I plan on e-mailing his supervisor as he left me a sheet with the information and I told him he had done a nice job and I would send a note to his supervisor letting him know I was happy with his efforts and installation ability.

    So no issues and all DVRS see each other and the H24 see all 4 DVRS. I got a R22 out of it as well. It may not be a HR24 but it works for now.
     
  20. May 26, 2010 #40 of 119
    taylorhively

    taylorhively AllStar

    79
    0
    Nov 29, 2006
    The only equipment the installer showed up with was DECAs. He seemed to think that's all he'd need to install.
    He didn't have anything else with him. No SWiM16 which was necessary. He seemed to assume my setup probably already had one since I had a new HR24-500. Otherwise I have a 5 DVR setup which he was aware of.

    He also seemed to think he could use a SWiM expander to two SWiM8s, but I explained to him that it wouldn't work, he needed a SWiM 16.
    He called his supervisor who then explained to him he needed a SWiM16. Other than this one particular item, he seemed well trained for the setup. But this was his fist actual MRV job.

    Will return tomorrow.

    UPDATE:
    Installer returned next day with SWiM16, splitters, and an everything he needed.

    Installed SWIM 16 + splitters.
    Installed DECAs
    Updated the software on all 5 DVRs.
    Only snag: Had to call DirecTV to turn on MRV on the account.
    Done, took about 90 min.

    I'm happy, it works well.
     

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