[erehm]

I called DirecTV Tuesday and got an almost immediate free upgrade + install to change out my two HD TiVo's (HR10-250's) with two HD DVR Plus's + a new dish. I specifically requested SWM technology since I have single cable drop infrastructure already built into my house and I didn't want new holes in my house, ugly wires, etc. Yes sir, DirecTV replied. Being a bit skeptical, I requested that the Home Service Provider (HSP) give me a call before the truck roll. Yes sir, DirecTV replied. I was ecstatic -- so easy!

After not getting a call this morning (Wed) from the HSP (the install was scheduled for Thurs a.m.), I got nervous and got the phone number for the HSP (Ironwood Communications, Colorado).

HSP: The work order says that two new cables will be installed

ME: I asked for SWM technology.

HSP: It doesn't say that, but I'll make a note. Maybe you should call DirecTV and get it noted on the work order.

ME: OK, I'll call.
​

I call DirecTV. The DirecTV CSR escalates me to "Technical", who can't (or won't) change anything. I to speak to Customer Retention. She can't or won't do anything. I ask her to call the HSP and ask them to install the SWM...I am willing to pay for it. We do a three-way call: me, DirecTV Customer Rentention, Ironwood in Colorado. (I live in Washington State). Ironwood agrees to have the local Washington State HSP (where the truck would roll from) call me before the end of the day. Here's what happens:

HSP: The work order says that two new cables will be installed.

ME: I asked for SWM technology.

HSP: It doesn't say that, so I can't do that.

ME: Can I pay you for the parts?

HSP: No, I can't do that. That would be different than the work order.

ME: Can you come and do everything *but* install the second cable. I'll buy and install the SWM8 myself.

HSP: No, I can't do that. That would be different than the work order and would mean we did a non-compliant installation.

ME: I'll call DirecTV and get the work order changed to remove the second cable install for each HD DVR Plus

HSP: I don't think they will do that.

ME: I'll try anyway and call you with the result.
​

Now, I think "this is getting absurd". They won't just let me have one cable to each DVR? Or, I am going to have to buy two HD DVR Plus's, a SWM8 and a 5LNB dish to get the installation I want? I really don't mind doing the installation work and I really do want the two free HD DVR Plus's and free new dish. So, I call back DirecTV Customer Rention again, speaking to a rep and his supervisor

ME: Can you change the work order so that the HSP does not install a second cable for each new HD DVR Plus?

DirecTV: No, you must have a second cable to the two DVRs.

ME: You have SWM technology; I don't need a second cable...

DirecTV: You don't qualify.

ME: I am willing to buy and install it myself.

DirecTV: We can't help you.
​

I hang up thinking this is getting even more absurd. They are willing to lose me as a customer over this? So, I call back DirecTV Customer Rentention about 4-5 more times until, on gut instinct, I hear a voice that sounds nice and informed.

ME: Can you change the work order so that the HSP does not install a second cable for each new HD DVR Plus?

DirecTV: You don't need a second cable. We have SWM technology.

ME (after a few moments of breathlessness): Yes, I know. I was told by other DirecTV reps that I couldn't get SWM.

DirecTV: They were misinformed. My supervisor will send the HSP an email indicating you want a SlimLine dish.

ME (I know that SlimLine dish is not the same as SWMline dish.): And the email will explicitly authorize SWM technology, right? I don't care if it's the 5LNB+SWM8 or the new SWMline.

DirecTV: Yes sir. It will state SWM technology.
​

I have not talked to the local Ironwood (HSP) person yet to a) confirm that they got the email, that b) it explicitly states SWM technology to be installed and c) that IRonwood will actually accept the DirecTV email as a change to the work order

• What could I have done differently? Yes, I read the DBStalk "HD DVR (HR20/21) Ordering Tips", but they didn't address this situation...
  
• Any suggestions on what to do if tomorrow I find out that Ironwood Comm still won't do the SWM install? They seemed bound and determined to drill some more holes in my house.
  
• Any suggestions on how to make it easier for people in the future? There must be thousands of DirecTV HD TiVO owners going through the same absurd drill.

/eric

 

[Mertzen]

AFAIK SWM can not be ordered. It only gets generated when the system deems you are eligible and you are in a target market. SWM8s really are only for commercial projects at this point.

You might have to go DIY on this.

 

[RobertE]

You could have actually read all the information that I and other have posted stating that regardless of what a CSR says, SWMLine LNBs are designated for ONLY NEW CUSTOMERS.

 

[erehm]

You could have actually read all the information that I and other have posted stating that regardless of what a CSR says, SWMLine LNBs are designated for ONLY NEW CUSTOMERS.

I read your post. I didn't ask for a SWMline dish. I simply asked for a SWM8. The HSP was unwilling to sell me one. I said, I'll buy one and have it here for you to install. The HSP said they could not install it, and they could not do an installation without putting in the two additional cables.

Am I alone here thinking this is an absurd situtation?

 

[RobertE]

I read your post. I didn't ask for a SWMline dish. I simply asked for a SWM8. The HSP was unwilling to sell me one. I said, I'll buy one have here for you. The HSP said they could not install it, and they could not do an installation without putting in the two additional cables.

Am I alone here thinking this is an absurd situtation?

HSPs don't have them. As it has been pointed out multiple times, the SWM8s are going nearly exclusivly to MDU installations.

Yes, I think it's absurd that the situation is what it is.

I also think it's absurd that people read about stuff here and think that somehow, because they have just a tiny bit of knowledge, that they are entitled to get stuff that are outside of normal operations. Be it freebies, programming, equipment whatever.

Right or wrong, they got their rules.

 

[Mertzen]

I'd say. Buy one. Read up and make sure how everything needs to be done. Have HSP guy over. Offer him some green and instruct him every single step. Otherwise you're going to get nowhere but up the wall.

 

[beavis]

Solidsignal.com sells the SWM8. But like others have said, D*'s back end systems determine if the SWM gets put on the order. No CSR has the authority to just add it to the order.

 

[erehm]

HSPs don't have them.

That's not true. While I was on hold with the last (and more flexible) Customer Retention person, I called back my local Ironwood HSP and asked if she could find out if they had SWM technology available. "Yes, we have it in our warehouse", she replied. So, there is some wiggle room in the "nearly exclusivly to MDU installations" part.

Yes, I think it's absurd that the situation is what it is.

I also think it's absurd that people read about stuff here and think that somehow, because they have just a tiny bit of knowledge, that they are entitled to get stuff that are outside of normal operations. Be it freebies, programming, equipment whatever.

Well, I am not trying to be a idiot, here, but a) I do have two degrees in EE, b) have done a lot of Ham Radio, therefore have RF knowledge, c) Used to work for Thomson/RCA and have done due diligence investigations on firms that designed SWM technology, and d) have done my own MDU installation, including complete RF loss calcs, using Spaun cascading multiplexers, launch amplifiers, etc.

Remember, in the end, I DID NOT ASK FOR SWM TECHNOLOGY. I simply asked that the work order be changed such that the HSP only install one (existing!!!) cable to each HD DVR Plus. No less, no more. Neither DirecTV nor the HSP was willing to simply do less work.

Right or wrong, they got their rules

When someone says "we must drill two more holes in your house for you to get a free upgrade", then that's not rules, it's a recipe for disasterous customer relations.

 

[RobertE]

That's not true. While I was on hold with the last (and more flexible) Customer Retention person, I called back my local Ironwood HSP and asked if she could find out if they had SWM technology available. "Yes, we have it in our warehouse", she replied. So, there is some wiggle room in the "nearly exclusivly to MDU installations" part.

A CSR at DirecTv has absolutely ZERO idea what any given warehouse does or does not stock.

They most likely have the SWMLine LNB. Odds are heavily against them having SWM8s.

Well, I am not trying to be a idiot, here, but a) I do have two degrees in EE,

Ok

b) have done a lot of Ham Radio, hence RF knowledge,

Ok

c) Used to work for Thomson/RCA and have done due diligence investigations on firms that designed SWM technology,

Ok

and d) have done my own MDU installation, including complete RF loss calcs, using Spaun cascading multiplexers, launch amplifiers, etc.

Ok

None of that really means anything though.

Remember, in the end, I DID NOT ASK FOR SWM TECHNOLOGY. I simply asked that the work order be changed such that the HSP only install one (existing!!!) cable to each HD DVR Plus. No less, no more. Neither DirecTV or the HSP was willing to simply do less work.

When someone says "we must drill two more holes in your house for you to get a free upgrade", then that's not rules, it's recipe disasterous customer relations.

What do you mean you did not ask for SWM Technology? YOU put that in your original post. Here's what you wrote:

I called DirecTV Tuesday and got an almost immediate upgrade install to change out my two HD TiVo's (HR10-250's) to HD DVR Plus + a new dish. I specifically requested SWM technology since I have single cable drop infrastructure already built into my house and I didn't want new holes in my house, ugly wires, etc.

So what is it? You DID request it or you DIDN'T request it.

Not trying to be an ass here, but, you did your homework, good for you. Knowing what you learned, you went ahead and tried to get something you knew they weren't going to give you. Now, you come on here pissing and moaning that they didn't give you something you knew you wern't going to get.

Please.

 

[erehm]

So what is it? You DID request it or you DIDN'T request it.

Read my last exchange with DirecTV in the orignal posting. By then, I had given up on the SWM stuff. The three letters SWM had never made it into the work order or notes they keep. So SWM wasn't on my agenda on the last call -- I simply asked them to authorize "no second cable" to each HD DVR. As I said, to my surprise and to DirecTV's credit, this last Cusomter Rentention rep did suggest SWM and went to bat for me on SWM...but I did not bring it up first.

You guys are tough crowd. ;-)

/eric

 

[davring]

I do think the OP is not requesting something very difficult at all, he asked to install his new equipment with one lead only. Very simple concept, too bad no one could accommodate him. I think the best recourse, as mentioned earlier, is to tip the installer.

 

[Johnnie5000]

Here is how the new HD-DVR's work with one cable:


1- Hook the box up to the tv.

2- Force a software download. (red reset button then 0-2-4-6-8 on the remote)

3- The new software on HD-DVR's (Install Verification Software) is f'd up and weird to most installers so when it gets to the 2nd screen needs to show something to this effect.

--Slimline 5-LNB--
--Multiswitch---
--Single Tuner---
--OMS Order ID=--

4- Reboot after activation

You're good to go. Shouldn't be different from your Tivo, record only what you are watching, no dual tuner functions, etc.

 

[erehm]

Actually, I did my homework, but I did not realize that SWM8 was not a standard option. I had read all about the SWMline dish being difficult to get, but must have missed the SWM8 "restrictions" (which seem a bit flexible, it turns out).

So, maybe persistence is the lesson here. Not pissing ??? and moaning.


/eric

 

[houskamp]

You can aways buy the equipment from solidsignal.com and install it yourself..

 

[Kansas Zephyr]

May I make a suggestion? Just buy a SWM-8 from either solidsignal or dave29, before you have the HSP install.

It worked well for me.

I have pre-existing single coax runs, from the "old cable box" outside, to various rooms.

When I first self-installed D*, I just ran four lines from the dish to the outside box, feeding four rooms via the grounding block. I hated having single tuner use of my HR10-250.

I purchased the SWM-8, and self-installed it in place of the grounding block.

So, when the free "professional installation" that came with the SlimLine upgrade and a new HR20 arrived, I showed the installer my work...tipped the man...and politely asked if he could install the new dish and run the four lines to my SWM...and install the HR20 using the existing single cable.

He smiled, said this will be an easy install.

 

[erehm]

May I make a suggestion? Just buy a SWM-8 from either solidsignal or dave29, before you have the HSP install.
... He smiled, said this will be an easy install.

That's great advice. Thank you. /eric

 

[erehm]

Here is how the new HD-DVR's work with one cable....

This will be useful. Thanks! /eric

 

[gen2rx7]

I can tell you that Ironwood WILL NOT give you a SWMLine (as that is all they have, swm8 I do not belive they ever recieved them into inventory, at least not in my office.)

I work for Ironwood and I CAN'T even get a SWMLine for my own house, and I am one of 3 techs that are certified for SWM installs. They are only reserved for New Installs with 5 or more total tuners, with one high def reciever( HD or HD DVR.) We are also REQUIRED to connect 2 lines to each and every DVR (non SWM set up). If we can't get the 2nd line we are not supposed to go ahead with the job.

Good luck tomorrow.

 

[Kansas Zephyr]

We are also REQUIRED to connect 2 lines to each and every DVR (non SWM set up). If we can't get the 2nd line we are not supposed to go ahead with the job.

See post #15.

My HSP is/was Ironwood.

Once I showed him, and he verified that I had a SWM self-installed, he did install the HR20 using a single cable. (Same result when I got the "HD swap" HR21 installation later, too.)

 

[evan_s]

The situation is unfortunate but not unexpected. As has been mentioned the Slimlnb is only used for new installs which would require a multiswitch and have at least one HD DVR being installed and even then it's only in some areas. The SWM8s are not available for home installs from the HSPs either. I'm sure both these situations will change in the future but thats where it is at this point.

Your best bet is to buy the SWM8 at www.solidsignal.com or from Dave29 here and just have it ready. Be prepared to help the installer or explain the process and probably add a little extra motivation but generally people have reported good success with that. They may be a little hesitant but generally once they realize it will make their life easier and allow them to get this install done they are willing to give it a go.