SWM Frustration!!!

2375 Views 35 Replies 16 Participants Last post by ziggy29, Sep 18, 2008

JDz

Discussion Starter · Sep 15, 2008

Just got off the phone for an hour and a half trying to get a swm switch or lnb. Talked to everyone I could all the way to a supervisor in the equipment dept also called my local installer trying to get one. I have a 2 story house with no access to run additional wires, (inside walls, no attic crawlspace) I have been patiently waiting for the swm's to become available in my area and now they are BUT they will not let me order one due to dtv calling this a upgrade instead of 2 out of my 3 dvr's being single wired. The supervisor said they will not schedule a service call because it would be an upgrade so I am stuck. I do not feel this is right, I am paying for 3 dvr's and 2 of them do not have full functionality. I was getting so frustrated I asked to speak to customer retention, got them on the phone and they hung up on me after and hour and a half!! What could I do to solve this besides buy my own. I def. feel like dtv should pay for this since I have been paying full price for a not fully functional system.

1 - 20 of 36 Posts

harsh

· #2 · Sep 15, 2008

You knew the situation going in. If the single wire thing was an issue, you could have gone with CATV or DISH who have been installing single cable systems for years.

You're only a new customer once with DIRECTV and after that, you can't expect to get a whole lot of help; especially since you signed off on what you have.

dave29

· #3 · Sep 15, 2008

you are most likely going to have to pay for one yourself like the rest of us did.

Mertzen

· #4 · Sep 15, 2008

SWM can not be ordered. If the system deems you are eligible you'll get it if you are in a roll out market.
If you really want one, DIY.

evan_s

· #5 · Sep 15, 2008

I'm sorry for your frustration but as has been mentioned you are really asking for something that can't be done. Almost no one at DirecTV has access to order specific parts like a SWMlnb or a Slimeline3. The system is designed to automatically select the parts needed of an install and currently the SWMlnb is only suppose to be used for new installs with specific criteria. I don't know if you will ever be able to just call in and get your current system upgraded to SWM. If the dish is someplace easily accessible hit ebay and buy a swmlnb. It is an easy swap and shouldn't effect your alignment at all. if it's not accessible and all 4 wires from your current dish come to some central location like a wiring closet a SWM8 would be an easier install. Either way remember you will need a splitter and power inserter to run the SWm and the units you have mentioned.

bakers12

· #6 · Sep 15, 2008

If you have SWM compatible receivers/DVRs you could buy your own multiswitch from Solid Signal.

JDz

Discussion Starter · #7 · Sep 15, 2008

No, I did not know a whole lot about this, I knew that this technology has been in the testing phase for about a year or more now. Just thought that those of us that did not have an option before would be able to get one of these from DTV when all the testing was finished and it started becoming more available.....

MIAMI1683

· #8 · Sep 15, 2008

JDz said:
No, I did not know a whole lot about this, I knew that this technology has been in the testing phase for about a year or more now. Just thought that those of us that did not have an option before would be able to get one of these from DTV when all the testing was finished and it started becoming more available.....

It doesn't work like that. You aren't going to get anywhere calling D* and "ordering" and SWM. You have 3 options. Option 1 is live with what you got. Option 2 is buy your own SWMLNB or SWM8. Both shouldn't be more than $150 shipped. Dave29 here has them for sale. The last option is to go back to cable, or Dish. It's your call. Two story house or not (Ihad one of those too) you can run wires if you needed to. Even if they had to come from outside. I have seen that done before.

fluffybear

· #9 · Sep 15, 2008

MIAMI1683 said:
It doesn't work like that. You aren't going to get anywhere calling D* and "ordering" and SWM. You have 3 options. Option 1 is live with what you got. Option 2 is buy your own SWMLNB or SWM8. Both shouldn't be more than $150 shipped. Dave29 here has them for sale. The last option is to go back to cable, or Dish. It's your call. Two story house or not (Ihad one of those too) you can run wires if you needed to. Even if they had to come from outside. I have seen that done before.

The best option of the 3 is to contact Dave29 and purchase your own SWM.

MIAMI1683

· #10 · Sep 15, 2008

fluffybear said:
The best option of the 3 is to contact Dave29 and purchase your own SWM.

That depends on how reasonable the OP is

.

MIAMI1683

· #11 · Sep 15, 2008

harsh said:
You knew the situation going in. If the single wire thing was an issue, you could have gone with CATV or DISH who have been installing single cable systems for years.

You're only a new customer once with DIRECTV and after that, you can't expect to get a whole lot of help; especially since you signed off on what you have.

I have gotten plenty of help from D* over the years FYI. Just certain requests aren't possible

JDz

Discussion Starter · #12 · Sep 15, 2008

MIAMI1683 said:
I have gotten plenty of help from D* over the years FYI. Just certain requests aren't possible

Yeah, I understand, this is why I was saying I was not familiar with everything when I first went with DTV. And I know nothing about cable's or dish's dvr's........I don't want to leave DTV , been very happy with them for year's now, just with half trusses and inside walls and the installer that was out before saying they could not or would not run any more lines....well looks like a DIY is in order.....

Grentz

· #13 · Sep 15, 2008

Just DIY it, in the overall picture of things that are not really that expensive and if it is really worth it for you, it is a one time purchase that should have a lot of benefit.

The fact is Directv will likely not do an upgrade to SWM as they are for new customers and new installs with 5+ tuners.

MikeW

· #14 · Sep 15, 2008

As most can attest, the installation is rather simple, if you follow the instructions. I paid nearly $200 for my stuff a few months back and you'll do much better now.

DIY and be very careful with the power side of it. If you doubt yourself at all during the install, make sure you come back here and ask before plugging things in. A misplaced wire can cause a lot of damage.

intelisevil

· #15 · Sep 16, 2008

I was lucky! After a couple of weeks and literally 10+ hours on the phone with various D* employees, I had one tell me if I wanted to buy a SWM-8 and self install it, they would credit my account.

They credited me $199 (their Google search found WeaKnees first). I had already purchased (Solid Signal $139.99) and installed one at the time of the conversation.

Sometimes CSR roulette is the only way to get what you need. Always be kind, never raise your voice or threaten. Explain your frustrations, treat them like human beings.

Over a period of about 3 1/2 weeks, I had 4 HR21-100's and a new slimline dish installed to replace an HR10-250, an older non-HD dvr and a triple LNB dish. For a net gain of $11.67 into my pocket and 3-6 months of various premium channels. Plus I still have older DVR's because they were purchased.

It may have helped that I've been with D* for over ten years . . . Your mileage may vary!

Milkman

· #16 · Sep 16, 2008

I have a dumb question.

I have the monthly maintenance for D*. Like many others I purchased my own SWM module. If it blows for some reason, will D* replace it for me?

BattleZone

· #17 · Sep 16, 2008

Milkman said:
I have a dumb question.

I have the monthly maintenance for D*. Like many others I purchased my own SWM module. If it blows for some reason, will D* replace it for me?

No, DirecTV will not replace SWM-8s or their PI's. They will replace SWM-LNBs as those are used for residential work. Those who have stand-alone SWMs from the testing phases would probably get swapped out for a SWM-LNB. Most HSPs don't even stock SWM-8s, and if they do, they are used for commercial accounts only.

MIAMI1683

· #18 · Sep 17, 2008

IIP said:
No, DirecTV will not replace SWM-8s or their PI's. They will replace SWM-LNBs as those are used for residential work. Those who have stand-alone SWMs from the testing phases would probably get swapped out for a SWM-LNB. Most HSPs don't even stock SWM-8s, and if they do, they are used for commercial accounts only.

Yes the PI can be coverd by the PP. Now the SWM/ may be different. SWM LNB's though. I bet they are also coverd since D* is installing them

rudeney

· #19 · Sep 17, 2008

You know, there is absolutely no house in the world where you can’t run cable. Yes, it might mean some sheetrock work and paint, but that’s no big deal. I guess if you are in a rental, then maybe it could be an issue, but as long as you do it right and the landlord can’t tell, then maybe not. Of course cost could be an issue if you can’t DIY. In my case, sheetrock finishing is one of the few home improvement things that I just don’t have the skills and talent for. So, I managed to find a way to fish cable throughout my two story slab house and every room has at least three RG6 and two CAT5 pulls (some have more, like the living room where the HT cabinet is). You’d be surprised at the tricks I have learned throughout the years. Of course having the tools helps, too. I never do a home improvement job without including some new tools in the budget!

Milkman

· #20 · Sep 17, 2008

You can't have a SWM satellite dish though if you have legacy receivers right? I would imagine that they always have to have the external SWM boxes for legacy receivers.

1 - 20 of 36 Posts

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