New Member
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2 Messages
Terrible reception, old equipment, and elderly parents
My parents have been customers for quite some time but their reception is spotty at best. Their antenna is quite old, probably over 10 years, and needs to be replaced. What they have told me is that your company won’t replace it because it is mounted on their roof. They are paying for a service that rarely works and I am beyond frustrated. Is it true that you will not replace and mount a new antenna? Is there something they need to ask for specifically to get a positive resolution to their problem?
shannon02
ACE - Expert
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21.1K Messages
2 years ago
OSHA no longer allows anyone on the roof without proper safety equipment so DTV doesn't allow its techs to leave the ladder so they can mount a new dish on the edge of the roof or on a pole mount. Without knowing the model numbers of the receivers your parents have they may need to use the MPEG2 swap offer to replace the receivers also at no cost and without a new 2 yr contract with the HD fee waived.
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goldw1800
ACE - Professor
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2K Messages
2 years ago
Call and see if they can do a pole mount --If no signal is found --D*TV will cancel the service -1-800-531-5000
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lovingtate
New Member
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2 Messages
2 years ago
So do they (Direct) supply the pole if that is how it is going to be mounted?
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goldw1800
ACE - Professor
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2K Messages
2 years ago
@lovingtate
D*TV supplies the Pole and if they can find signal anywhere on the property.
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Juniper
ACE - Expert
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22.9K Messages
2 years ago
@lovingtate
What are the models of each box they have? That might affect their options if they have legacy equipment.
Being on the roof doesn't prevent replacement. The location might prevent realigning or repairing the existing dish. This is because to comply with updated OSHA regulations, DirecTV no longer allows techs on the roof. If they can reach a suitable spot without stepping off the ladder, then they are fine. Otherwise another location (such as a pole mount) will need to be considered.
Traditionally a pole mount is no cost if it is required because no line of sight can be achieved on a standard install. Otherwise it used to be $75 (paid to tech on site) and include up to so much feet of cabling (don't know if this is still the current rate as the custom rate card can no longer be looked up online).
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