[Deftones]

So, quick breakdown. Had install done about a week ago.

3 receivers (2 HR21-700s and 1 HR20-700).

The 20-700 was in a spare bedroom. Was getting 711 message on that, but all other receivers are working fine. Called up DirecTV and they sent me new access card. Same issue after installing new access card. Called again and they sent me new HR21-700 to replace receiver. Still getting same message. Called and they are sending a tech out. Just curious, really, as to why I'd be getting this message. I check the signal levels, and everything is spot on. I can also see channels 100 and 201, but nothing else. Seems confusing that I could get signal, but it's not allowing the device to be activated.

 

[litzdog911]

Error 711 is not a signal-related issue. It's an authorization issue. Not sure why DirecTV support is having such a hard time properly authorizing just that one DVR, but they'll have to solve it because there's nothing much you can do from your end. When you call again, be sure that they have the correct Receiver ID Number and Access Card Number in their database for that DVR.

 

[Deftones]

Two techs over here now and have been for the past hour. They've reset the box at least ten times, and were on the phone with tech support for quite some time. They seem to think it's an issue on DirecTVs end. I think it is their laziness that is preventing them from going outside and checking to make sure everything is hooked up properly.

 

[Mertzen]

I think it is their laziness that is preventing them from going outside and checking to make sure everything is hooked up properly.

A 'searchng for sat signal' has priority over anything. Since you don't have that but do have a 771 the signal gets to your IRD fine.

 

[Grentz]

The 711 is about authorization though as litzdog pointed out. 771 is the searching for signal code which would me something is wrong with your alignment, cables, etc. somewhere.

It possibly could just be a directv issue or maybe something wrong with the receiver.

EDIT: Mertzen beat me to it

A 'searchng for sat signal' has priority over anything. Since you don't have that but do have a 771 the signal gets to your IRD fine.

You mean 711 correct?

 

[RobertE]

Two techs over here now and have been for the past hour. They've reset the box at least ten times, and were on the phone with tech support for quite some time. They seem to think it's an issue on DirecTVs end. I think it is their laziness that is preventing them from going outside and checking to make sure everything is hooked up properly.

A 711 error message means that the access card has not been activated. As long as you can see 100/201 things are connected correctly. Thats not being lazy, thats actually knowing what the problem isn't.

It's possible that some of the numbers/letters in the serial, RID or access card numbers are wrong on DirecTvs end.

Could be a bad box as well.

What its not are lazy installers.

IMHO what they need to do is talk to someone either in the the access card department or ISS. They need to have them verify that every letter and number are correct. If that doesn't fix it, then they just need to replace the box and move on.

 

[Deftones]

A 711 error message means that the access card has not been activated. As long as you can see 100/201 things are connected correctly. Thats not being lazy, thats actually knowing what the problem isn't.

It's possible that some of the numbers/letters in the serial, RID or access card numbers are wrong on DirecTvs end.

Could be a bad box as well.

What its not are lazy installers.

IMHO what they need to do is talk to someone either in the the access card department or ISS. They need to have them verify that every letter and number are correct. If that doesn't fix it, then they just need to replace the box and move on.

Guy has been sitting in the exact same position on my couch for the past 2.5 hours so I'm sticking with they are lazy.

They swapped the brand new receiver that DirecTV sent me last week and put in another one. Same problem. So if this is truly an issue with the card/access or whatever, why is this not something they can figure out? 3 hours in and we are still at square one.

 

[eakes]

Signal strength shows good, so that should not be a problem. But ... has anyone, since this problem showed up, tried locating the problem box where one of the 'good' boxes is? ie, one that will authorize.

 

[RobertE]

Guy has been sitting in the exact same position on my couch for the past 2.5 hours so I'm sticking with they are lazy.

They swapped the brand new receiver that DirecTV sent me last week and put in another one. Same problem. So if this is truly an issue with the card/access or whatever, why is this not something they can figure out? 3 hours in and we are still at square one.

I'll say it again, 711 is a problem on DirecTvs end. There is nothing a tech will be able to do inside, outside, over or under your house to fix the issue.

Why can't they figure it out? Who knows. Maybe they are talking to the same bunch of <redacted> that I was talking too for over two hours trying to get a service call setup for a customer.

We relocated a R10 to another room after replacing it with a HR21. Tuner 1 died/finally died on the relocate. It took over two hours to get DirecTv to remove their heads from a body cavity to create a service workorder so we could activate the receiver. Two hours of getting bounced from regular service, to protection plan (they were the lazy ones), to ISS & even engineering. The poor guy in engineering was like, why did they transfer you here? Told him I had no idea, he pulled the PP CSR ID to file a complaint then back the PP folks I went.

Someday's your the windshield, someday's your the bug. Yesterday I was the bug.

 

[Mertzen]

What dept. are they calling. Maybe ISS knows more here. I've seen similar problems but those were additional boxes on old accounts.
Just to make sure check out what services are on the account. See if there aren't any expired offers, promos on it.

 

[Deftones]

Techs are gone. Without fixing the problem.

Said they are working on it on the DirecTV side and hopefully they will have an answer soon. He did check the multiswitch and the lines and confirmed they are in good working order.

Luckily, this is in a "man room" where I play mostly video games, so getting it working right now isn't paramount. Is kind of annoying to keep having to deal with them, but it is what it is.

So, now the question is, will DirecTV bother calling me back or will I be calling them to find out what they "found out."

 

[Mertzen]

So, now the question is, will DirecTV bother calling me back or will I be calling them to find out what they "found out."

Wait a reasonable amount [ up to you what that is ] and then call back. If anything get this to the 'case management' at one point.

 

[bigboyman2]

711 is one of the easier things to fix. I'm puzzled on why it's not going through. Probably card wasn't mirrored properly (multiple cards? Strange, but I've seen more oversights). Probably something simple that the CSR is missing

 

[techrep]

711, new card, new receiver, all other receivers fine; it's got to be an activation issue.

 

[Canis Lupus]

techrep! hey man!

711, new card, new receiver, all other receivers fine; it's got to be an activation issue.

 

[Johnnie5000]

Probably something simple that the CSR is missing

What he said. It's on DTVs end, not the techs end.

Guy has been sitting in the exact same position on my couch for the past 2.5 hours so I'm sticking with they are lazy.

You try being on the phone with DirecTv for two hours and see how energetic you are afterwards. Go on, I dare you.

 

[techrep]

techrep! hey man!

I am back!

There goes the neighborhood. :lol:

 

[TigersFanJJ]

Signal strength shows good, so that should not be a problem. But ... has anyone, since this problem showed up, tried locating the problem box where one of the 'good' boxes is? ie, one that will authorize.

I agree. Swap receivers (BBCs and everything) with one of the good ones and let us know if the problem follows the receiver or stays in the same location.