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Discussion in 'DIRECTV Connected Home' started by CuriousG, May 6, 2010.
Thanks Rich, that's good to know.
Sorry if this has been asked already, but for those that have an ethernet or DECA set up already, why can't D* set it up so that we can just activate the service either through the DVR menus or online? If it could be done on the beta side, why can't it be done now?
I checked my 2 recievers last night and everything was working normal in the MRV Beta mode, no messages. I called a CSR to let them know I would like to add the Whole Room DVR service. He asked if I needed equipement to add it, I said no since it works great in beta. He put me on hold for a few minutes and came back and said I am all set, will be billed $3/month for it. I checked my recievers and they still say Multi-Room=Beta. I looked on my online account today, says "Not Elgible" (greyed out) and to call to activate. I will wait until I get a message on the screen to call in.
You're welcome. If you follow Doug's instructions, and don't get a stubborn CSR, it only takes a couple minutes to authorize the Ethernet setup.
...unless they run into the DirecTV order system glitches reported by many posters here...which happens too.
Well, placed my order last evening without any problems with the csr. Then when she went to schedule the visit it would not let her. I have tried to go onto D*'s site and same thing, no open dates will show. I wonder if this is telling me that Richmond, VA does not have trained installers yet so its sit and wait for them to get up and running?
You need more than a cold one in front of you if you get a call center in the Philippines! Like a bottle of Jim Beam and plenty of aspirin.
Not a Mod, but since I didn't have to change/upgrade my programing package, if anyone told me I needed to do this for MRV, I'd explain "no I don't" and then bail out of that call because I would be talking to someone that either "doesn't get it", or simply doesn't have the power/access to the system that you need.
I called this morning to enable MRV on my account. I still have an H20 so initially the agent said she had to do the $99 DECA upgrade and I needed a new receiver as well. I politely gave her Mr. Brott's instructions and she could enable the $3 charge (1.50 prorated for the month). She appreciated the instructions and was going to share the information with others since this was just rolled out to the CSRs yesterday. Doug, thanks for providing the solution.
PS the entire call lasted less than 10 minutes
I currently have a HR22-100 and a H21-200, but no SWM. Will be moving in July, and it sounds like (correct me if I'm wrong) most movers installs are getting SWM right now. Is there anything else I'm gonna need? My current receivers are compatible, right? All I have to do is ask for "whole home DVR service" when i call?
The movers connection commercials all say "free DRV upgrade", so maybe I can talk them into an HR24
Right, but the box to add MRV is GREYED OUT even after the flag and when they changed my package, it wasn't. If that wasn't it, it's a hell of a coincidence.
I think what we're seeing is CSRs not wanting to deviate from the script they've been given. Yesterday I was told several times that I absolutely could not use an Ethernet system and when I finally reached a CSR who understood what I was trying to do today, it got done in a few minutes. Following docderwood's instructions opened the door for the CSR and showed her (Stephanie, bless her) how to do it.
I also talked to a tech in the PP yesterday who had an Ethernet setup for MRV and he was worried about keeping it. He couldn't find any info on how to set up the Ethernet system and told me to call back on the seventeenth, Monday, and they'd have the info then, he hoped.
As you can see:
My package hasn't changed while MRV was added.
Here's where "his" instruction came from: http://www.dbstalk.com/showthread.php?t=177090
Doug did the legwork.
While there are some learning issues for sure, there are also other issues on top of that.
There are legitimate problems with their order system, especially surrounding non-equipment activations. This has been validated with multiple sources there.
The CSR's must be on commission. One of them insisted I needed to upgrade my HR20's to HR24's because the HR20 was not DECA compatible!
I finally got a CSR in the retentions department and am retaining my present plan; my HR20's; and the are installing the DECA's and SWIM (and maybe changing an LNB) all for free.
Now I am looking for the Monday install to get a "surprise, they did not tell you the full story" Keeping my fingers crossed.
Oh, and if you get a CSR in the Philippines call center, hang up and try again.
I'm not saying this is for everyone, I'm just telling you what happened for me and trying to help anyone that might be having the same issue. Really not arguing the point.
Yep....lets give credit where credit is due. Doug has put a lot of time into this over the last 24 hours.
The problem is, a lot of us LIKE our present legacy plans and we KNOW it doesn't have to be changed. I don't want to have to pay $3/month more for MRV on top of another $2 or $3 a month to replace our legacy plans with a more recent one.
"I'm only" trying to point out that customers don't need to change their package and if they're told they need to then "I'd bail out on the call" and call back to get someone that knows more, because it isn't true.
Those that have had to upgrade/change the programing package may be because this CSR doesn't have the access to the system that's needed.