Did the tech try swapping BBCs when he was there?
We can't fix it, but you have to pay anyway ...
I started to get 771 errors for some SD channels weeks ago, called in and was told by a DirecTV tech person that I probably had a bad LNB, and I signed up for the protection plan for a year and made a service appointment two weeks from then. Today at last two Ironwood guys showed up. They couldn't fix it. (They thought they could and tried, but failed.) It is, according to them, a software problem of some sort affecting the entire state of Hawaii and they're "working on it".
So there are two issues here, and I hope at least one of them will interest you. One is the technical problem, which I never heard of before. The other is whether I should have to pay over $80 to DirecTV for their abortive attempt to fix my problem when, apparently, there was never any chance they could fix it. According to the DirecTV CSR, a real pill named Talina, since at the time that they scheduled the service call they hadn't been told of this issue, it's not DirecTV's fault that they sent technicians out to my house on a fool's errand, so I have to pay. So that's the second issue -- now to the more interesting part.
I can't receive, except sometimes marginally, 6 channels on transponder 2 of the 101deg. satellite (226, 246, 261, 303, 328, 491) and one channel on transponder 1 (309). I get pixelization and 771 errors. I didn't test SD channels when there was an HD channel with the same number, so this is probably not a complete list of the bad channels. However, I can receive these channels with the BBCs removed. So there is a work-around. If I want to watch something on 309, I can take out the BBCs and then later, before watching any HD, put them back in.
The signal strengths shown on the HR20-700 diagnostic screens tell a corresponding story. With the BBCs in place, the transponder strengths for 1 and 2 are zero (and also zero for some other transponders on 101). The strength meter shows "not acquired" for these transponders for tuner 1 and for tuner 2 a number fluctuating between zero and something around 50. When the BBCs are removed, the signal level for these transponders goes up to the mid 80s.
Now that you know the symptoms in some detail, and you know that the problem affects my whole state, probably the experts among you can deduce just what is going wrong.
So there are two issues here, and I hope at least one of them will interest you. One is the technical problem, which I never heard of before. The other is whether I should have to pay over $80 to DirecTV for their abortive attempt to fix my problem when, apparently, there was never any chance they could fix it. According to the DirecTV CSR, a real pill named Talina, since at the time that they scheduled the service call they hadn't been told of this issue, it's not DirecTV's fault that they sent technicians out to my house on a fool's errand, so I have to pay. So that's the second issue -- now to the more interesting part.
I can't receive, except sometimes marginally, 6 channels on transponder 2 of the 101deg. satellite (226, 246, 261, 303, 328, 491) and one channel on transponder 1 (309). I get pixelization and 771 errors. I didn't test SD channels when there was an HD channel with the same number, so this is probably not a complete list of the bad channels. However, I can receive these channels with the BBCs removed. So there is a work-around. If I want to watch something on 309, I can take out the BBCs and then later, before watching any HD, put them back in.
The signal strengths shown on the HR20-700 diagnostic screens tell a corresponding story. With the BBCs in place, the transponder strengths for 1 and 2 are zero (and also zero for some other transponders on 101). The strength meter shows "not acquired" for these transponders for tuner 1 and for tuner 2 a number fluctuating between zero and something around 50. When the BBCs are removed, the signal level for these transponders goes up to the mid 80s.
Now that you know the symptoms in some detail, and you know that the problem affects my whole state, probably the experts among you can deduce just what is going wrong.
1 - 20 of 22 Posts
No.66stang351 said:Did the tech try swapping BBCs when he was there?
Sounds like a bad BBC to me. I'd call up Directv and have them send some out. I believe they will send them for free.
They willjessshaun said:Sounds like a bad BBC to me. I'd call up Directv and have them send some out. I believe they will send them for free.
If its not a bad BBC issue, then that's just f'd up and weird.
How many receivers and what models.
This is a technical problem that as you said affects only the state of Hawaii., and is not a normal signal strength, receiver or BBC problem, so you can pretty well discount any advice you get here, however well-intentioned! I know DirecTV is working on it but have not heard yet about a fix.GregLee said:I started to get 771 errors for some SD channels weeks ago, called in and was told by a DirecTV tech person that I probably had a bad LNB, and I signed up for the protection plan for a year and made a service appointment two weeks from then. Today at last two Ironwood guys showed up. They couldn't fix it. (They thought they could and tried, but failed.) It is, according to them, a software problem of some sort affecting the entire state of Hawaii and they're "working on it".
So there are two issues here, and I hope at least one of them will interest you. One is the technical problem, which I never heard of before. The other is whether I should have to pay over $80 to DirecTV for their abortive attempt to fix my problem when, apparently, there was never any chance they could fix it. According to the DirecTV CSR, a real pill named Talina, since at the time that they scheduled the service call they hadn't been told of this issue, it's not DirecTV's fault that they sent technicians out to my house on a fool's errand, so I have to pay. So that's the second issue -- now to the more interesting part.
I can't receive, except sometimes marginally, 6 channels on transponder 2 of the 101deg. satellite (226, 246, 261, 303, 328, 491) and one channel on transponder 1 (309). I get pixelization and 771 errors. I didn't test SD channels when there was an HD channel with the same number, so this is probably not a complete list of the bad channels. However, I can receive these channels with the BBCs removed. So there is a work-around. If I want to watch something on 309, I can take out the BBCs and then later, before watching any HD, put them back in.
The signal strengths shown on the HR20-700 diagnostic screens tell a corresponding story. With the BBCs in place, the transponder strengths for 1 and 2 are zero (and also zero for some other transponders on 101). The strength meter shows "not acquired" for these transponders for tuner 1 and for tuner 2 a number fluctuating between zero and something around 50. When the BBCs are removed, the signal level for these transponders goes up to the mid 80s.
Now that you know the symptoms in some detail, and you know that the problem affects my whole state, probably the experts among you can deduce just what is going wrong.
EDIT: It seems to be tied up in some way with the LA SD locals but that's all I know.
Two: HR20-700 and H20-600. I don't often watch the H20, so I only spot checked it. I think it has the same issue. If you think it's important, I can check the H20 in more detail tomorrow.pstr8ahead said:How many receivers and what models.
Until this gets fixed, you might save yourself a lot of grief messing with unscrewing your BBC's and antenna lines with a few push-on F adapters. Cheap temporary work around. Not certified for satellite frequencies, but they work just fine. Great for quick lightning storm disconnects, too.
Thanks for the advice, texasbrit, and the useful suggestion, Stew. I'll stop by Radioshack tomorrow.
I would inquire about the bbc. Removing of the bbc should have no impact on other channels other than mpeg 4 so something is definitely odd there.
Maybe you can just call it a day and head down to Waimanalo beach :hurah:
Good God do I miss being out there!
Good God do I miss being out there!
If you did sign up for the Protection Plan, then you should only be billed $19.95 for that service call. I know it's not much comfort, but at least it's not as much you're shelling out.GregLee said:I started to get 771 errors for some SD channels weeks ago, called in and was told by a DirecTV tech person that I probably had a bad LNB, and I signed up for the protection plan for a year and made a service appointment two weeks from then...
...The other is whether I should have to pay over $80 to DirecTV for their abortive attempt to fix my problem when, apparently, there was never any chance they could fix it.
I had to go back and re-read the OP a couple of times where he mentions signing up for the plan.Newshawk said:If you did sign up for the Protection Plan, then you should only be billed $19.95 for that service call. I know it's not much comfort, but at least it's not as much you're shelling out.
He indicates he signed up for the plan. The service call regarding his issue was placed a couple of weeks later.
Technically, when you sign up for the Protection Plan there is a 30-day "wait period" before coverage kicks in. There are a number of solid reports that if someone calls in with an issue and they do not have the PP, they are most times offered a reduced rate service call ($19.95) if they sign up for the plan at that time and commit to keep it for a year.
Since the OP signed up for the plan before he called about the issue, but within 30 days from signing up, then the service call CAN be billed at the going rate of $79.95.
The "wiggle room" here is that it was an issue of which DirecTV was aware (though they may not have disseminated that information properly to the CSRs in the on-line documentation - SUPRPRISE!) that did NOT warrant a truck roll.
I think we need the OP to clarify, but I read it has he signed up for the Protection Plan to get the service call. That would normally be the $19.95 plus 1 year commitment to it, which would equal around $80.00JLucPicard said:I had to go back and re-read the OP a couple of times where he mentions signing up for the plan.
He indicates he signed up for the plan. The service call regarding his issue was placed a couple of weeks later.
Technically, when you sign up for the Protection Plan there is a 30-day "wait period" before coverage kicks in. There are a number of solid reports that if someone calls in with an issue and they do not have the PP, they are most times offered a reduced rate service call ($19.95) if they sign up for the plan at that time and commit to keep it for a year.
Since the OP signed up for the plan before he called about the issue, but within 30 days from signing up, then the service call CAN be billed at the going rate of $79.95.
The "wiggle room" here is that it was an issue of which DirecTV was aware (though they may not have disseminated that information properly to the CSRs in the on-line documentation - SUPRPRISE!) that did NOT warrant a truck roll.
It's hard to diagnose any problem for sure over the phone. It may have required a service call to make certain it was the state-wide glitch.JLucPicard said:The "wiggle room" here is that it was an issue of which DirecTV was aware (though they may not have disseminated that information properly to the CSRs in the on-line documentation - SUPRPRISE!) that did NOT warrant a truck roll.
Still, I agree. The OP has a fine right to complain, Why did they send a truck if they knew the problem was very possibly at their end?
With the right sympathetic ear, credits offsetting the service call could be had, especially since he has now signed up for the Protection Plan. An email to Ellen Filipak might well be in order.
You're right. Reading it again, it sounds like he signed up for the plan based on this problem and needing that service call and the appointment happened to be two weeks out. I read better once I'm awake.Rakul said:I think we need the OP to clarify, but I read it has he signed up for the Protection Plan to get the service call. That would normally be the $19.95 plus 1 year commitment to it, which would equal around $80.00
I would see that, then, as the $19.95 situation and not the full $79.95. Then again, I'm just a lowly customer.
Regardless of when he signed up for the PP vs. when he placed the service call, if the problem truly is a systemic D* issue for customers in Hawaii, there is no way he should have to pay for that. It may be D*’s policy to charge for service regardless, but if it were me, I’d call until they credited me for the service call *and* gave me more credits to compensate for a loss of service I was paying for. If that didn’t work, I’d cancel, refuse to pay any outstanding balances or ETF’s and take it to court.
I did not have the service plan before my call to D* a little over two weeks ago. After I had described my problem to Tucker, the D* tech support person, he said I needed a service call, and I could choose between paying $79.95 for just the one service call or signing up for the protection plan for one year and paying $19.95 for the service call. I asked him about the 30 day waiting period, and he said that would not prevent me from getting the $19.95 rate if I did get the service plan then. I then asked him to sign me up for the service plan so I could get the $19.95 rate and to arrange the service call.JLucPicard said:I had to go back and re-read the OP a couple of times where he mentions signing up for the plan.
He indicates he signed up for the plan. The service call regarding his issue was placed a couple of weeks later.
Technically, when you sign up for the Protection Plan there is a 30-day "wait period" before coverage kicks in. There are a number of solid reports that if someone calls in with an issue and they do not have the PP, they are most times offered a reduced rate service call ($19.95) if they sign up for the plan at that time and commit to keep it for a year.
Since the OP signed up for the plan before he called about the issue, but within 30 days from signing up, then the service call CAN be billed at the going rate of $79.95.
The "wiggle room" here is that it was an issue of which DirecTV was aware (though they may not have disseminated that information properly to the CSRs in the on-line documentation - SUPRPRISE!) that did NOT warrant a truck roll.
When I said in my original posting that I was going to have to pay D* over $80 to fix my problem, even though they couldn't fix it, I was referring to the price of the protection plan for one year + the $19.95 for the service call - a $15 credit Tucker said he'd give me. Because that is, in fact, the amount I'm going to have to pay, so far as I know -- I haven't seen a bill yet.
1 - 20 of 22 Posts
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