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Where Do I Go From Here?

Discussion in 'DIRECTV Installation/MDU Discussion' started by Alan Gordon, Aug 12, 2010.

  1. TITAN_53

    TITAN_53 Godfather

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    I don't think there is a line item for dish realignment. I think that's just saying that, if needed, the dish is included.
     
  2. Alan Gordon

    Alan Gordon Chancellor

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    OK... cool! I kind of figured that might be the case, but I wanted to be sure...

    I'm about to contact DirecTV again to correct the newest mistake (I'm assuming)...

    ~Alan
     
  3. TITAN_53

    TITAN_53 Godfather

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    Good luck, just be persistent with them and it will work out.
     
  4. Alan Gordon

    Alan Gordon Chancellor

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    OK... so I contacted DirecTV again. :mad: I've spent around 5 (FIVE) hours with them on the phone this past week (OK, a little over a week... since last Wednesday)... and that's NOT counting the time spent with the installer.... or the attempt to have DirecTV get this done a week (or two) prior to the launch of locals when I was told by the CSR that my locals weren't launching til September, and I would be notified via mail that locals were launching soon, and that she would then be able to help me (still haven't received that notification, but I've had my locals for a week... can't record two of the channels yet, but they're there!) :mad:

    I got the installation department who, in an effort to add the SECOND HD-DVR to my last installation appointment (made yesterday), had to cancel the first appointment, which means that my new appointment is on September 9th (I had a install dates a couple of days earlier, but due to work hours, they were hard to accept). He then said that he couldn't do anything about the DISH re-alignment or the SWiM16 as he didn't have the power, but that he would transfer me to the Technical Department who did have that power.

    I was then transferred to the Tech Dept. who "informed" me that DirecTV no longer uses SWiM16s. They've been discontinued, and DirecTV is now using SWiM LNBs. I informed her that that wouldn't do any good since the SWiM LNBs only support up to 8 tuners. She said that didn't matter, as 5 DVRs would work just fine with the SWiM LNB, and that some of their customers use it with more than FIVE DVRs without any issues. She then informed me that if neccessary the installer would install an external SWiM8 hooked to the SWiM LNB. Though I didn't think you could do that, I ignored that and simply stated that I couldn't use Whole Home DVR with all the DVRs like that, and she told me that wasn't true, and that they would work fine. She then informed me that there was nothing she could do regarding the SWiM16 as there was no way to add it, and due to it being obsolete, the only way I could get one is if the local installers had one in their warehouse and I asked them. I told her I was trying to think about what I could do next, and brought up possibly contacting the Office of the President. She stated that would probably be a good idea given that they may have more power than she does.

    I'm SERIOUSLY tired of this... :new_cussi :beatdeadhorse: :flaiming

    ~Alan
     
  5. RobertE

    RobertE New Member

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    Wow. Sounds like the "tech support" CSR you got rode the short bus in from the parking lot. :eek2:
     
  6. Alan Gordon

    Alan Gordon Chancellor

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    Though not particularly fond of that saying, I can't believe she basically told me the exact same things the installer told me. :confused: :mad:

    Robert, the people you install for don't know how lucky they are... :)

    ~Alan
     
  7. hombresoto

    hombresoto Legend

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    FWIW any work order I have received which requires a swim 16 has it listed as a line item. I had one yesterday. Getting the swim16 is another issue as they are expensive and do not treat them the same as other inventory just like the pre SWiM 6x16.. BTW I have 4 SWiM16's in my garage :)
    I see them on a regular basis especially for MRV upgrades where more than 8 tuners are or will be used. 'Multiswitch- SWM16' , right before I send that order back because it's not worth wasting my time for the pathetic money it pays. I refuse to do MRV upgrades.
    I suspect something else is going on.
     
  8. Alan Gordon

    Alan Gordon Chancellor

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    I'm about to reference this thread in another thread, so I thought I'd update everyone, and ask a question:

    I THINK I have everything straightened out. I won't be convinced until the day of the install... currently set for September 9th, but I feel pretty good about it.

    Unfortunately, I've still been on the phone with DirecTV pretty consistently due to a local issue (see link in signature) that I've been trying to get straightened out. DirecTV's Twitter page told me to contact DirecTV. The first woman basically gave me the brush-off, but told me that she'd make a note and it should be straightened out in 24 hours. Around a week later, I posted on DirecTV's Twitter site again, and was told once again to call in to DirecTV. I called and explained the situation to someone, and while on the phone, he shut off my service and reactivated it. As we went farther, he seemed to understand the issue and sent a report of the issue, and told me to contact them again in a few days if the issue hasn't been fixed. Though it's been a few days, I'll probably wait until Wednesday to contact them again should it not be fixed by then. However, I now believe that when he deactivated my programming and reactivated it, he got rid of my FREE HD for 24 months. :( I'll probably wait until next month when my bill is due to VERIFY that the discount is gone, but it looks like my phone tango with DirecTV isn't finished yet?!

    A question: When a pending order is cancelled, does it still show up in your pending orders?! Though I was told that it was cancelled, my install that was scheduled for September 2nd (with the incorrect information) is still showing up, and the night that it was supposedly cancelled, I got an E-mail regarding both it and my install for September 9th.

    ~Alan
     
  9. Alan Gordon

    Alan Gordon Chancellor

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    UPDATE

    My install date was yesterday. The day prior, I got an E-mail from DirecTV (install checklist) that stated my appointment was between 12:00 P.M. and 4:00 P.M., but the website stated between 8:00 A.M. and 12:00 P.M., and my memory was telling me it was correct, so I got up early, got cleaned up, and waited, and waited, and started to think that maybe the E-mail was correct, but around 11:45 A.M. - 11:50 A.M., I received a phone call who informed me that they were running late and would be there around 2:30. I took that phone call as a chance to go over the details of the installation with the installer. SWiM16 (check!). Dish re-alignment (check!). HR24s (check!). I then took a small nap since I didn't get much sleep the night before.

    Around 2:40, two installers show up in a DirecTV van (the last guy was a contractor). They check out my system, and go to work. I was thrilled at how knowledgable they were, and I felt good about the install the second they started talking to me. One guy goes to work on swapping out my old 5-LNB LNB with a new 3-LNB LNB, and the other goes about installing the SWiM-16 and replacing my splitters with (green label) SWiM splitters. They then come in and hook up the HR24-100s. The signal is still too low, so they go about peaking it some more. They come in and activate one of the HR24s. They then go and check the other HR24-100 that is not getting a signal. Then then work to figure out the cause of the issue. It turns out to be a simple mistake, they fix it, activate the receiver, and go on their merry way.

    After they left, I started experiencing some issues. It may be something I can fix myself, so I'd like to do that (if possible) instead of calling about the issue. I have some ideas, but I'm hoping someone here can help me troubleshoot the issue.

    Every few minutes, I get a "searching for satellite signal" message popping up on every receiver in the house. Sometimes it's only on one tuner, sometimes it's on both. I've tried resetting the SWiM, but that doesn't seem to fix the issue. I get a Diagnostic Code 43-72-818 when doing a Systems Test. When re-running Satellite Dish Setup, I either get a "SWM registration error" message, and occasionally a "Cannot detect SWM" message. My belief is that whenever they went under the house to find the issue with signal on the one receiver, a coax connector may be a little loose, but my bad knee is a little stiff today, and I don't want to check EVERY single connector unless it's absolutely neccessary, so I'm hoping that maybe someone here might have an idea if it sounds like one of the connections between the dish and SWiM, or between the SWiM and the splitter?!?! :confused:

    Also... one of the installers look at the PI for my SWiM-8 and checked it's voltage. Due to what he found, I'm still using my old SWiM-8 PI. Is this alright?


    ~Alan
     
  10. Alan Gordon

    Alan Gordon Chancellor

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    Now I'm being told that there are too many receivers on the coax network... :confused:

    ~Alan
     
  11. Shades228

    Shades228 DaBears

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    Code 43-72-818 is an alignment issue but if he used an incorrect PI that could emulate the same thing. At this point I would call up DirecTV let them know that the installation is not working. This way it's on the record and they can do their process. If you get it fixed prior to them needing to send someone back out you can cancel that if needed.
     
  12. Alan Gordon

    Alan Gordon Chancellor

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    I'm still using the PI-28 that came with my SWM-8...

    Any special department I should ask for?! Technical support? Installation? :confused:

    ~Alan
     
  13. David Ortiz

    David Ortiz Save the Clock Tower!!

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    I am also using a PI-28 with my SWiM-16 without any problems.

    I haven't heard of a message that there are too many receivers on the coax network before. Is anything connected to the second output on the SWiM-16? Do all receivers have only one Sat connection?
     
  14. evan_s

    evan_s Hall Of Fame

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    I think David is probably on the right track. Many installers still don't seem to understand how to hook up the SWM-16 correctly. Unlike the SWM-8 were the 2 ports are just basically run off an internal splitter and it doesn't matter how you connect things up the 2 ports on a SWM-16 are 2 completely separate. Each supporting 8 tuners so you need to make sure to not exceed 8 tuners on a single port. Running a full SWM 16 means balancing things so you have 8 tuners hooked up to each port.
     
  15. Codfishjoe

    Codfishjoe AllStar

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    Since the install was just done yesterday and you're getting the intermittent sfss error message along with others, if you call and ask for technical support and explain the situation (just say sfss after install yesterday, most of them won't understand the details), they'll submit a field service request and the installation company will call you back (generally within 20 minutes to an hour) to schedule for a service technician to come back out at no charge
     
  16. Alan Gordon

    Alan Gordon Chancellor

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    I have 1 8 way splitter connected to one output, and another 8 way splitter connected to the other output. It looks hooked up correctly...

    For those of you with SWiM-16s, how many channels show up in the SWM satellite signal menu? Mine has 9?

    EDIT: Just verified that the PI is connected to the splitter connected to the PWR out on the SWiM-16.

    ~Alan
     
  17. David Ortiz

    David Ortiz Save the Clock Tower!!

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    9 transponders on the SWM signal strength screen is correct. It is as if it sees a SWM8. The screen shows numbers for either SWM1/PWR or SWM2.

    Can you tell which DVRs are connected to which 8-port splitter? Hopefully all 5 DVRs aren't on one splitter and the broadband DECA by itself on the other splitter.
     
  18. Alan Gordon

    Alan Gordon Chancellor

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    I only have a screen for SWM.

    I have three lines from each splitter. The PI is connected to the splitter plugged into the SWM1/PWR output...

    ~Alan
     
  19. Alan Gordon

    Alan Gordon Chancellor

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    Thanks... but unfortunately I got a CSR who wanted to go over the problem with me, and unfortunately, I'm not having that issue right now, so nothing got accomplished during that call...

    ~Alan
     
  20. Shades228

    Shades228 DaBears

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    Easy way to see if too many tuners are connected would be to turn all of your receivers on and turn on douple play. Pick a couple HD channels that you had the problem on and turn each receiver to them.
     

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