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Receiver needs to be replaced is wrong, what do I do?

Discussion in 'DIRECTV General Discussion' started by Julie, Sep 28, 2013.

  1. Oct 15, 2013 #61 of 112
    JosephB

    JosephB Icon

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    The home integration stuff makes a lot more sense. If you play that angle with DirecTV maybe you'll get somewhere. You should expect one day, though, for even that "newer" Hughes receiver to have to be replaced.
     
  2. Oct 15, 2013 #62 of 112
    Julie

    Julie New Member

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    Understood, but the difference here is that both of my boxes are the newer APG style and don't need to be replaced at this time.



    Agreed, but since it should be the same day that the two other D12s (that they recently sent us and are currently sending out to many other customers) will have to be replaced, I figure we should have some time before that happens. Personally, I think it will be a big mistake as I can only assume that there are many people like us that fork over a good amount of money each month for SD services. There is no reason for them to shoot themselves in the foot (so to speak).

    Now that this is put to rest, we can get back onto trying to figure out how to make the Hughes receiver work (which DirecTV says should be working without this problem). A coworker came up with a brilliant idea. He said they should just add another receiver to the account (like an upgraded D12), but use the Hughes RID number and access card number. His thinking is that a whole new entry (as opposed to just changing out the equipment on the current problem entry) should solve the problem. To be certain his thinking is that if they, from the beginning, tell their system it's a D12 then they cover two bases at the same time (new entry in the system, and also the system thinking it's a D12 when it's really a Hughes).

    Does anyone in the know have any idea if this would work? If so I'll contact the person from Ellen's office and convey the idea...
     
  3. Oct 15, 2013 #63 of 112
    peds48

    peds48 Genius.

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    Of course it can as I stated way earlier on this thread. the trick is getting someone to know how to do it
     
  4. Oct 15, 2013 #64 of 112
    Julie

    Julie New Member

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    Peds, thanks for the response. I took what you said in the eariler post to heart and did focus on getting them to update it. The only problem was that, with the older box, they could never get it to read GAEB0A (note the A for Advanced Program Guide) and it continued to say GAEB0 which is a MPG box on the 'upgrade list'. I was tired of trying to fight three battles at the same time: (1) get them to believe that the old receiver didn't need to be replaced, (2) that my older receiver didn't have an RID number so it limited their flexability (so they said over and over again), and (3) the real problem of finding the actual problem/glitch. Thus, I decided it was best to just purchase (my own money with no credit offered from DirecTV) a newer box (this one has a date code that's 4 years later). This one is the exact same model number of one that I personally saw up and running a few blocks away!

    Now, the first 2 of the 3 battles don't need to be fought anymore and we can finally concentrate on the third, and most important, one of them stopping the popup message to the receiver. That said, can they tell the system it's a D12 when it's really a Hughes? I think so because ever since the account was rebuilt it was a Hughes that said it was an RCA! However, I don't know if this will fly now that it's got an RID number, etc.

    If you think so, I think we now have the ear of someone who can get something done, but he's unsure of what to try next. Supposedly he's contacting experts but there has been no additional communication (as I understand it) today.

    Thanks again for the response!
     
  5. Oct 15, 2013 #65 of 112
    Julie

    Julie New Member

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    ...Oh, and one other thing. When I login via the internet it does current show the correct model number of the newer receiver, but to the left, above the ID number, where it says "standard" for the two D12s it says "unknown" for the Hughes. Is this a problem?
     
  6. Oct 15, 2013 #66 of 112
    PCampbell

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    You live in LA and Directv is next to LAX, you could just walk in and sit in the lobby and ask for help like people do with the cable co. I know you have better ways to use your time but who knows.
     
  7. Oct 15, 2013 #67 of 112
    Julie

    Julie New Member

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    Oh reeeally??? Humm, this is very tempting! I heard they were in Colorado. I certainly don't mind heading down by LAX, but I'm not certain that it will do any good -but might be fun anyway. :righton:

    Are there any real engineers out of that office? I think at this point it's going to take someone who understands the technical aspects of the system as it seems to have stumped the representative from Ellen's office right out of the gate.
     
  8. Oct 15, 2013 #68 of 112
    JosephB

    JosephB Icon

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    The only people who can fix it or have any idea how to fix it is DirecTV. Any scheme like this that is thought up by anyone who doesn't work for DirecTV is just blind speculation and is no more likely to work than doing a rain dance
     
  9. Oct 15, 2013 #69 of 112
    PCampbell

    PCampbell Icon

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    I think Ellen's there. All fun aside an email to her office should work, just give it some time.
     
  10. Oct 15, 2013 #70 of 112
    veryoldschool

    veryoldschool Lifetime Achiever Staff Member Super Moderator DBSTalk Club

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    I read this earlier and didn't want to dash your hopes, but this may have put the nail in your coffin.
    Ellen's group are the only ones that might be able to reverse this, since it looks like your account now has a flag causing all of these older receivers to display the message.

    El Segundo won't be able to help.
    Ellen's group works out of Idaho.
     
  11. Oct 15, 2013 #71 of 112
    Julie

    Julie New Member

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    That would be great if they had a clue!
     
  12. Oct 15, 2013 #72 of 112
    Julie

    Julie New Member

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    Oh this is getting better and better!
     
  13. Oct 15, 2013 #73 of 112
    Julie

    Julie New Member

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    Ouch! What does older receivers mean? I just added a newer receiver but it too has the problem. Can the system be fooled to think that Hughes is a newer unit? Or if not, then it seems to me that they should be able to just delete my whole account and create a brand new one from scratch, no?


    Darn and Darn.
     
  14. Oct 15, 2013 #74 of 112
    veryoldschool

    veryoldschool Lifetime Achiever Staff Member Super Moderator DBSTalk Club

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    "One would think" making a change to an account would be fairly easy, but the computer system they use can be a real PITA for old accounts, as they're "grandfathered in".
    While you bought a "new" receiver, the model line looks to date back a long time. In 2006 they moved to DirecTV branded hardware along with their change to a lease model.

    I'd work with Ellen's rep and explain it was the account rebuilding that caused this. If there is a way to restore your old account, they're the only ones that can.
    They may not know/understand the problem, but "their job" is to work on customer problems like this, so it may take some effort to get them to understand.

    I've worked with them before [different problem] and was able to get them focused on what the problem was and get it resolved.
     
  15. Oct 15, 2013 #75 of 112
    veryoldschool

    veryoldschool Lifetime Achiever Staff Member Super Moderator DBSTalk Club

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    This might be a long shot, but you might call and ask to be transferred to the Access Card department.
    They can change the listing, if it's wrong.
     
  16. Oct 15, 2013 #76 of 112
    inkahauts

    inkahauts Well-Known Member

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    Ouch! What does older receivers mean? I just added a newer receiver but it too has the problem. Can the system be fooled to think that Hughes is a newer unit? Or if not, then it seems to me that they should be able to just delete my whole account and create a brand new one from scratch, no?



    Darn and Darn.


    Let's be clear. That Hughes is ancient as far as DIRECTV is concerned even if it was new in the box.

    Access card department. Ellen's office. The only two places id talk to at all at this point.

    Oh and a hopper? If you Go that route then just tell DIRECTV to upgrade you to a genie an two mini genies an be done with it because they are similarish and I'd say dtv genie is more versital.

    Oh and the Hi Definition boxes if you go that route do have an additional option for cc I believe over the d12. They have a directv cc instead I just the mandatory one. No sure if it matters by stop in a Costco or the like turn on cc and you can see it. They also have QuickTime and a few other things I'm no sure ever made it to the sd line. Oh and genie and hopper are DVRs too.
     
  17. Oct 15, 2013 #77 of 112
    Julie

    Julie New Member

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    Grandfathered in: yep, this does not sound good! Thanks for helping to get me focused. The problem definitely needs to be understood before it can be fixed, and I don't think we are at the point of understanding yet.

    Ok, if they are working tonight, I'll be speaking with them.
     
  18. Oct 15, 2013 #78 of 112
    Julie

    Julie New Member

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    DirecTV told me it was technologically the same as the D12, but evidentially they don't know what they are talking about regarding this too. Great! I wonder why when I called in (twice) before purchasing it and asked if it could be activated without any problems they said yes. Why not just be honest and say "HECK NO!"?


    Understood.


    Thanks for the info, I haven't even looked it up yet because I really thought, that this would be fixed rather easily once it got into the hands of someone who has the authority to do something. However, this is not looking like the case, and it looks like it's going to be a long drug out ordeal. The only problem with the genie upgrade as I see it is, at this point, there is no way, I'll ever convince anyone in my family to stay with DirecTV if they can't work this out. My dad is beyond livid right now and is telling me to just switch right now. I'm doing my best to hold it all together as I'd like to think that there has to be someone over there smart enough to fix this problem (and it will save money not having to get the integrated entertainment system reprogrammed). We'll see how long I can hold the transition off...
     
  19. Oct 15, 2013 #79 of 112
    slice1900

    slice1900 Well-Known Member

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    This is a longshot, but I thought of something that might account for this odd behavior.

    Last week I finally got around to cleaning up some old receivers that were listed as active on my account but hadn't been in use for a long time. I won't bore you with the back story, but it turned out one of the receivers being removed was listed as the 'primary' on my account. This made it a lot more complicated than I thought it would be.

    Luckily I called when I wasn't busy so I had time to waste, and got a very patient CSR who took at least 20 minutes, apologizing multiple times for how long it took, but managed to get it done. She said removing the primary receiver would cause all the receivers and packages to be removed from my account, and she'd have to put them all back. For a while every receiver in the place was out, then they started coming up one at a time as she added them - one by one, all 28 of them!

    So I wonder if the receiver you had incorrectly flagged for whatever reason was your primary, and when it was replaced (perhaps that's when your account was "rebuilt"?) that flag was still attached to the primary, so the one you bought inherited that flag. Hopefully the people in Ellen's office can fix this, but if they are scratching their heads it can't hurt to mention this and see if it triggers a light bulb.
     
  20. Oct 15, 2013 #80 of 112
    inkahauts

    inkahauts Well-Known Member

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    DirecTV told me it was technologically the same as the D12, but evidentially they don't know what they are talking about regarding this too. Great! I wonder why when I called in (twice) before purchasing it and asked if it could be activated without any problems they said yes. Why not just be honest and say "HECK NO!"?



    Understood.



    Thanks for the info, I haven't even looked it up yet because I really thought, that this would be fixed rather easily once it got into the hands of someone who has the authority to do something. However, this is not looking like the case, and it looks like it's going to be a long drug out ordeal. The only problem with the genie upgrade as I see it is, at this point, there is no way, I'll ever convince anyone in my family to stay with DirecTV if they can't work this out. My dad is beyond livid right now and is telling me to just switch right now. I'm doing my best to hold it all together as I'd like to think that there has to be someone over there smart enough to fix this problem (and it will save money not having to get the integrated entertainment system reprogrammed). We'll see how long I can hold the transition off...


    Ok let me clarify my old statement. I'm not saying the box doesn't work perfect and such. It should be easy to activate and so on. In simply saying DIRECTV hasn't seen these as new current recievrs in years. I want to say five since they stopped selling non dtv branded boxes. So half the people at DIRECTV probably haven't ever activated a new one only maybe seen it listed on an account somewhere that's been around.

    And I have to ask if the cc is the big thing why not just swap your dads unit for a d12 at the moment so he won't have the pop up till you get this fixed. The only reason your havin this issue is because you are using old stuff and very few at dtv know how to deal with it. That's the real issue. And dvrs ancient computer system that probably is simply a altered system from the original that never had to deal with some of the stuff that's happening today.

    With that said it does boggle my mind and I feel for you as well. I hope it gets fixed ASAP. For your sanity and your family's.
     

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