[timmyboy]

I was hoping I could get some advice from some of you around here. Frankly, my Directv installation has been an absolute joke. After four separate install dates spread over 6 weeks, the installed finally came today.

He looked around my house, installed the dish, and told me that I couldn't use the second tuner on either of my dvr's (one hr22, one sd) because my house was only wired with one line. I asked him about the SWM enabled dish or the SWM switch, and he said he couldn't do either for me. I'd just have to sign a waiver to the effect that I was happy with only using one tuner. You can imagine how I felt about that. He told me that SWM switches and SWM dishes are available in my area.

I called DirecTV for the 15th time during this whole fiasco, and the rep gave me the local number and told me it was their fault and they had to do what was necessary to make it work correctly. I called them, and they told me it was DirecTV's work order that was faulty and he couldn't do anything about. I asked him to stay on the line while I conferenced in DirecTV, but he wouldn't.

I called DirecTV again, and this time they told me they had no ability to change it. I asked to speak to a supervisor, and I got Matthew. He said that SWM and SWM dishes were available in my area but not at my house. I told him I knew he could get it done and it was his contractual obligation to do so. He said the only thing they would do at my house is a two line install. However, that's clearly impossible with my wiring. I cajoled him but he wasn't very nice and absolutely refused to help me.

So, my question is, what the heck do I do? Isn't it the installer's responsibility to make sure my equipment works properly, which it clearly doesn't with this setup? How can I force a SWM out of DirecTV? This is pretty much a joke at this point.

Thanks.

 

[RACJ2]

So, my question is, what the heck do I do? Isn't it the installer's responsibility to make sure my equipment works properly, which it clearly doesn't with this setup? How can I force a SWM out of DirecTV? This is pretty much a joke at this point.

Thanks.

At this point, you could buy either the SWM LNB or SWM8 from either eBay or someone on this forum. It might be worth the investment to save the aggravation.

http://www.dbstalk.com/showthread.php?t=141607

Below is a link to info about buying the SWM LNB. If you are handy, you can actually replace the LNB yourself and the alignment should still be good. When my dish was installed, he aligned it with the standard Slimline LNB and then installed the SWM LNB. One other consideration, is that the wiring may not work, since there is power inserter that all the wiring has to go through and it has to be plugged into an electrical outlet.

http://www.dbstalk.com/showthread.php?t=141275&highlight=swm+lnb

 

[tcusta00]

DirecTV needs to make it work right. This is what really burns me about their setup. DirecTV and the installation company should be synonymous to the customer but unfortunately they're not. The installer doesn't want to do more work than he'll get paid for but generally their contract with DirecTV is to do the two line install.

I would call back to DirecTV and ask for "retention" and explain the situation. You shouldn't have to be negotiating this between the installer and DirecTV at ALL. If that doesn't work I would email [email protected], as she is the SVP in charge of customer relations. It's absurd that you're having to go through this. Whether it's resolved by getting you a SWM setup or running another line, it should be resolved. Be aware that running a second line will entail running it on the outside of your walls... wall fishes are extra.

 

[say-what]

SWM's are only being used in MDU situations from what I understand.

Because they're new and in limited supply, the SWMLine dish is only being used on new installs with at least 5 SWM capable tuners.

Get your own SWM8 and be done with it.

 

[RobertE]

I was hoping I could get some advice from some of you around here. Frankly, my Directv installation has been an absolute joke. After four separate install dates spread over 6 weeks, the installed finally came today.

He looked around my house, installed the dish, and told me that I couldn't use the second tuner on either of my dvr's (one hr22, one sd) because my house was only wired with one line. I asked him about the SWM enabled dish or the SWM switch, and he said he couldn't do either for me. I'd just have to sign a waiver to the effect that I was happy with only using one tuner. You can imagine how I felt about that. He told me that SWM switches and SWM dishes are available in my area.

I called DirecTV for the 15th time during this whole fiasco, and the rep gave me the local number and told me it was their fault and they had to do what was necessary to make it work correctly. I called them, and they told me it was DirecTV's work order that was faulty and he couldn't do anything about. I asked him to stay on the line while I conferenced in DirecTV, but he wouldn't.

I called DirecTV again, and this time they told me they had no ability to change it. I asked to speak to a supervisor, and I got Matthew. He said that SWM and SWM dishes were available in my area but not at my house. I told him I knew he could get it done and it was his contractual obligation to do so. He said the only thing they would do at my house is a two line install. However, that's clearly impossible with my wiring. I cajoled him but he wasn't very nice and absolutely refused to help me.

So, my question is, what the heck do I do? Isn't it the installer's responsibility to make sure my equipment works properly, which it clearly doesn't with this setup? How can I force a SWM out of DirecTV? This is pretty much a joke at this point.

Thanks.

First lets see if you meet the current criteria for a SWMLine install. How many total tuners? If 5 or more, with at least 1 HD, then you should have gotten a SWMLine. Less than 5, then unfortunately, you didn't qualify for one.

The SWMLine has been available nationally for some time now. However, the training in some areas have been less than ideal.

With that said, if you didn't qualify for a SWMLine, the installer should have run the 2nd line to the DVRs. What was the reason given not to? A second line can always be run. A second line can not always be run in a pleasing manner though.

 

[mjtville]

I was hoping I could get some advice from some of you around here. Frankly, my Directv installation has been an absolute joke. After four separate install dates spread over 6 weeks, the installed finally came today.

He looked around my house, installed the dish, and told me that I couldn't use the second tuner on either of my dvr's (one hr22, one sd) because my house was only wired with one line. I asked him about the SWM enabled dish or the SWM switch, and he said he couldn't do either for me. I'd just have to sign a waiver to the effect that I was happy with only using one tuner. You can imagine how I felt about that. He told me that SWM switches and SWM dishes are available in my area.

I called DirecTV for the 15th time during this whole fiasco, and the rep gave me the local number and told me it was their fault and they had to do what was necessary to make it work correctly. I called them, and they told me it was DirecTV's work order that was faulty and he couldn't do anything about. I asked him to stay on the line while I conferenced in DirecTV, but he wouldn't.

I called DirecTV again, and this time they told me they had no ability to change it. I asked to speak to a supervisor, and I got Matthew. He said that SWM and SWM dishes were available in my area but not at my house. I told him I knew he could get it done and it was his contractual obligation to do so. He said the only thing they would do at my house is a two line install. However, that's clearly impossible with my wiring. I cajoled him but he wasn't very nice and absolutely refused to help me.

So, my question is, what the heck do I do? Isn't it the installer's responsibility to make sure my equipment works properly, which it clearly doesn't with this setup? How can I force a SWM out of DirecTV? This is pretty much a joke at this point.

Thanks.

Is it possible to post pictures showing WHY a second line could not be run? What made installation of a second line impossible?

 

[kauf2938]

Just call and cancel. Then you will get your swm.

 

[timmyboy]

Is it possible to post pictures showing WHY a second line could not be run? What made installation of a second line impossible?

Location and lease. My house is pre-wired and the lines are in the middle of the house. Also, I am not able to wire cable in such a manner in accordance with my lease.

 

[br408408]

The SWM is not main stream yet. I wanted one myself, so I just bought it.

 

[MIAMI1683]

I would buy my own for like $75. Put it in my self. When I moved I would take the Pi and LNB with me

 

[timmyboy]

DirecTV says I qualify for the SWM dish. They contacted the installer, and he is supposed to call me back. Yeah right. I'll believe that when I see it.

 

[steff3]

I would buy my own for like $75. Put it in my self. When I moved I would take the Pi and LNB with me

Sorry if this is the wrong place for this but I am trying to get my head around this SWM thing. As I understand it, you need to have a new SWM Dish and need the PI and splitter, OR but a SWM8 which will work with current AT9 & AU9 dishes plus the PI and splitter. Is this correct???? I ask because I have been having issues with tuner two on the HR21 &22 boxes. They are coming to install another dish on the 19th but I am thinking of purchasing this SWM and installing myself before they come out. Just want to make sure I have the right stuff.

 

[timmyboy]

DirecTV says I qualify for the SWM dish. They contacted the installer, and he is supposed to call me back. Yeah right. I'll believe that when I see it.

After being run around in circles for hours, my wife finally got a hold of a very good DirecTV rep. The rep got a hold of a different local manager than I have been dealing with. Not 1 hour later, the manager and the technician came, put in my SWM dish, and off they went. They were extremely nice.

Working with DirecTV is almost like working with the government - lots of red tape and bureaucrats, with the occasional individual who genuinely wants to help. My hats off to this DirecTV and the local manager - they made me a happy DirecTV customer where I was an angry one just before that.

 

[rudeney]

I’m glad to hear it worked out. Unfortunately, though, your experience seems to be the rule rather than the exception these days.

 

[430970]

They really need to figure this whole SWM mess out. Eventually I can't see why it makes sense to run anything other than a single line, and have a single dish for 95% of all installs. Just build some simple kind of splitter that almost anyone can use and make everyone happy.

It would save a bunch of time if installers just had one wire to run (at most) and the same switch for everyone. Right?

 

[STEVED21]

They really need to figure this whole SWM mess out. Eventually I can't see why it makes sense to run anything other than a single line, and have a single dish for 95% of all installs. Just build some simple kind of splitter that almost anyone can use and make everyone happy.

It would save a bunch of time if installers just had one wire to run (at most) and the same switch for everyone. Right?

Because some of us need more than 8 tuners. I have a SWM 8 and the wb 16 to feed all my DVR's.

 

[Grentz]

Sorry if this is the wrong place for this but I am trying to get my head around this SWM thing. As I understand it, you need to have a new SWM Dish and need the PI and splitter, OR but a SWM8 which will work with current AT9 & AU9 dishes plus the PI and splitter. Is this correct???? I ask because I have been having issues with tuner two on the HR21 &22 boxes. They are coming to install another dish on the 19th but I am thinking of purchasing this SWM and installing myself before they come out. Just want to make sure I have the right stuff.

There are two types of SWM units. One is the SWM-8 which is the separate module that works like a multiswitch. You run 4 cables from the AT9 or AU9 to the SWM-8 and then it gives you 3 legacy and 2 SWM outputs (for up to 8 tuners between the 2). The SWM-8 is only for MDU and Commercial installs, you can buy it separatly though from places like eBay or Solidsignal for a home install.

The type Directv is supplying for home installs is the SWMLine LNB. It is a replacement LNB for the slimline dish (same dish, just the end LNB gets swapped (thing with white caps). The SWMLine LNB has a single output that is a SWM output and no legacy ports.

The SWMLine is a much cleaner install as there is not the extra external box and only 1 line from the dish is needed, but the SWM-8 many like as it gives you 3 legacy ports and if you need more than 8 tuners you can combine it with a regular multiswitch or another SWM-8.

 

[rudeney]

Because some of us need more than 8 tuners. I have a SWM 8 and the wb 16 to feed all my DVR's.

But you are the exception to the rule. Few customers out there will have that many tuners. Many will have only one line going to each room where they might want a dual-tuner DVR, though.

 

[rudeney]

There are two types of SWM units. One is the SWM-8 which is the separate module that works like a multiswitch. You run 4 cables from the AT9 or AU9 to the SWM-8 and then it gives you 3 legacy and 2 SWM outputs (for up to 8 tuners between the 2). The SWM-8 is only for MDU and Commercial installs, you can buy it separatly though from places like eBay or Solidsignal for a home install.

The type Directv is supplying for home installs is the SWMLine LNB. It is a replacement LNB for the slimline dish (same dish, just the end LNB gets swapped (thing with white caps). The SWMLine LNB has a single output that is a SWM output and no legacy ports.

The SWMLine is a much cleaner install as there is not the extra external box and only 1 line from the dish is needed, but the SWM-8 many like as it gives you 3 legacy ports and if you need more than 8 tuners you can combine it with a regular multiswitch or another SWM-8.

The solution is to let the installers make the call. Let them install SWM8's, SWMLine dishes, and even Slimline's with WB68 or 616's - whatever is best for the physical setup and customer needs. While it took rocket science to get the satellites into orbit, it should not take this much effort to get someone connected.

 

[timmyboy]

The solution is to let the installers make the call. Let them install SWM8's, SWMLine dishes, and even Slimline's with WB68 or 616's - whatever is best for the physical setup and customer needs. While it took rocket science to get the satellites into orbit, it should not take this much effort to get someone connected.

I completely agree. Letting the tech make the decision would solve these issues. Ultimately, I think that I was successful by reaching a Manager who both had the authority to make the decision and was willing to do it.

Incidentally, e-mailing [email protected] (as someone suggested in an earlier post) can be extremely helpful. Although we managed to get the issue resolved without their intervention, I just received a phone call from the DirecTV Office of the President following up on my complaint. They were very courteous and wanted to assure me that all of my communications had been documented and they would follow up to ensure proper training and solutions. I'd highly recommend that route if push comes to shove.