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When it fails, it fails

Discussion in 'DIRECTV General Discussion' started by TDK1044, Nov 4, 2011.

  1. Nov 4, 2011 #1 of 21
    TDK1044

    TDK1044 Godfather

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    We have three HD DVRs and Whole Home DVR. The system works really well.....usually :)

    So there we were, minding our own business and watching TV, when all of a sudden we start getting a whole range of error messages. It started with 'searching for signal on satellite' ...even though the picture and sound were present. Then we started seeing the picture freeze for 30 seconds or more before returning to normal. then we got 'unable to detect SWM', followed by 'communication with the satellite dish has been lost'.

    The impressive and amusing list continued with 'guide data has not been updated for over an hour, please call DirecTV'.

    So I picked up the phone and called D*. I used my usual trick to bypass the automated nonsense and got straight to a service plan CSR with zero wait time. He was tech savvy. He had me run just one test and then passed me to Case Management.

    CM are due to call me today to set up the tech appointment. :)
     
  2. Nov 4, 2011 #2 of 21
    SPACEMAKER

    SPACEMAKER Freethinker

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    Mason, MI
    Nice. When a customer is smart enough to navigate the system and explain the issues to the CSR it usually results in prompt response.

    It's amazing how some people never have any issues with dealing with D* but others seem to have an issue on every single call. It makes one wonder where the problems really lie. haha
     
  3. Nov 4, 2011 #3 of 21
    TDK1044

    TDK1044 Godfather

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    The funniest thing was my wife saying..."Let's see what it says next". :)
     
  4. Nov 4, 2011 #4 of 21
    TDK1044

    TDK1044 Godfather

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    Case Management just called. Tech coming out tomorrow at 12 noon. :)
     
  5. Nov 4, 2011 #5 of 21
    SPACEMAKER

    SPACEMAKER Freethinker

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    Solid. I love that they send people out on weekends.
     
  6. Nov 4, 2011 #6 of 21
    Richierich

    Richierich Hall Of Fame

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    It sounds like it could be a Failing LNB.
     
  7. Nov 4, 2011 #7 of 21
    TDK1044

    TDK1044 Godfather

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    I was thinking that, and or a SWM failure. :)
     
  8. Nov 4, 2011 #8 of 21
    Richierich

    Richierich Hall Of Fame

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    Keep us Posted on your Results. :)
     
  9. Nov 4, 2011 #9 of 21
    TDK1044

    TDK1044 Godfather

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    Will do.
     
  10. JeffBowser

    JeffBowser blah blah blah

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    Dec 21, 2006
    I can tell you how: if one does not know the secret way of bypassing front line reps and is forced to endure their unthinking script repetition.

     
  11. TDK1044

    TDK1044 Godfather

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    The tech showed up on time. I described the wide range of error messages to him. He said it could be a bad LNB or simply a bad cable, but the best course of action was to change everything.

    That's exactly what he did. He changed the cables from the three DVRs to the splitter. Then he changed the power inserter. Then he changed the splitter (SWM) and changed the cable from the splitter to the dish. Then he changed the LNB.

    System now working perfectly and everything covered under the maintenance plan, so no cost to me. :)
     
  12. MysteryMan

    MysteryMan Well-Known Member DBSTalk Club

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    +1......Whenever a issue arises that dictates calling DirecTV the first thing I do is ask the CSR to drop the "Mr." and please call me by my first name. I remain persistently calm and polite throughout the conversation and I use DirecTV terminolgy when describing the issue and equipment. I have also found that mentioning that I'm a DBSTALK member is a big plus in achieving results.
     
  13. P Smith

    P Smith Mr. FixAnything

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    With that mass updates and time (how long it's took ?) - what was the problem exactly ?
     
  14. eileen22

    eileen22 Godfather

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    Mar 24, 2006
    Philadelphia...
    So what is this secret way of bypassing front line reps? Saying "retention"?
     
  15. MysteryMan

    MysteryMan Well-Known Member DBSTalk Club

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    If you have the Protection Plan ask to speak with a tech. That will get you one of their reps versus a frontline CSR.
     
  16. TDK1044

    TDK1044 Godfather

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    It took him about two and a half hours to do everything. He discoved that water had got into one cable connector, causing corrosion of the center wire and some sparking. As the cables were old, he replaced them all, as well as the PI, the LNB and the splitter. :)
     
  17. P Smith

    P Smith Mr. FixAnything

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    "sparkling" ? - not good ... You should check all STBs, PI of the 'net' to find bad ground.
     
  18. TDK1044

    TDK1044 Godfather

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    He didn't actually see sparking. He saw a badly corroded cable connection. Not surprising seeing as that old cable was installed about 12 years ago when we had DISH Network. :)
     
  19. P Smith

    P Smith Mr. FixAnything

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    I would check all your boxes anyway - to measure Vac between removed coax cable(s) and the F-connector(s) on the box/DVR.
     
  20. Laxguy

    Laxguy Honi Soit Qui Mal Y Pense.

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    Winters,...
    Sparkling or sparking: Not "a good thingĀ®" :(

    Great to have all new clean hardware and rigging all the way to the box!
     

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