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H

New Member

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4 Messages

Tue, Aug 9, 2022 6:46 PM

Upgrade to same model receiver?

I received an email with details about a "self installation" to replace my existing receiver.  A few days later the new box arrived and I installed it.  What struck me as odd is it was the same model as the replacement and 5 years old.  What's that all about?

The annoying activation process:

After connecting the "new" receiver, the instructions on the TV indicated to go to www.directv.com/activate.  Very annoying to discover it's not a valid web page.  It could at least tell you to call.

So I used option 2 and called 800 388-6597.  The automated activation process was working well until it got to a point where the remote was needed and didn't work.  I had to abandon the call.

Before making the next call I pressed and held MUTE/ENTER in hopes of configuring the remote.  The receiver rebooted and performed a SW update.  It finally ended up back on the set up menu indicating I had to call directv.  <sigh>

So on to option 3 calling support to talk to a rep.  They called back in about 20 minutes and we worked through the same activation process.  This time the remote worked and we successfully completed the activation.

All that to get the same model receiver that's 5 years old.

Accepted Solution

New Member

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4 Messages

4 months ago

MYSTERY SOLVED!  This was all part of an elaborate SCAM!  

I called DTV support to find out why I received a replacement receiver.  As it turns out, someone reported my unit was overheating using my email address.  DTV initiated the replacement.  The request was unauthorized but basically harmless since it was totally under the control of DTV.

Now the scam unfolds...  A few days BEFORE receiving the replacement email from DTV I was contacted by a "DTV support rep" indicating my receiver was old and needed to be replaced in order to avoid losing channels.  And of course they had a special deal.  Only $249.99 up front and a $25 credit for the next 24 months.  Sounded good considering I'd be getting $350 back.  However, the warning bell started to ring when they asked for the SN of my unit which I know DTV already has on record.  I told them I'd think about it and call back.  I immediately checked the number they gave me and found it to be bogus... (800) 334-0116.  I also found several reports of the same DTV scam.  So imagine my confusion when a couple of days later I received an email from DTV indicating a replacement unit was on it's way and I should return the old unit ASAP.  The SN of my old box was correct in the email.  Sure enough the new unit arrived and was successfully activated.  The NEXT DAY I got a call back from the scammer inquiring if everything was ok with the new box and if I wanted to take advantage of the "deal" he had offered previously.  I asked him why I received the same model unit if this was an upgrade.  He claimed the replacement unit was modified (unlikely considering it's the identical model).  I told him this sounded like a scam and he said he was offended and someone else would be contacting me and hung up.

At that point I was really confused!  How could a scammer know I had received a replacement? A call to a "real" DTV rep solved the mystery.  The scammer had reported a problem and requested the replacement to set up the scam. 

As an added precaution against future unauthorized access, any access to our account now requires some additional information only known to DTV and myself.

Beware!

NOTE TO DTV: This scam would have been apparent sooner had the replacement notification email indicated WHY it was being sent (ie. you reported your unit is overheating).

(edited)

detuch254

ACE - New Member

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2.6K Messages

4 months ago

What’s the receiver model that you ‘replaced’ to get the same one? What other receivers do you have in your home? (If you do have multiple) 

Was there a specific reason for them to send you a replacement receiver? Usually, upon arrival, the receiver must be plugged in with the new access card and the customer can simply log in with their DIRECTV credentials online (DIRECTV.com), go to Manage Equipment, and Activate New Equipment shown in the list. It is SUPER self-explanatory, no reason to call in.

I do recommend that you be SURE the existing receiver (one being replaced) is deactivated from the account. Once you give us the receiver model, we can tell you if you should return it to a participating FedEx/UPS location (after deactivation). Be sure to KEEP the shipping receipt as you are preventing yourself from getting involved in a non-return equipment fee in the future.

(edited)

New Member

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4 Messages

4 months ago

The receiver being replaced is an HR54-200 (manuf 2015).  No reason for the replacement was provided.  The email describing the replacement indicated the SN of my HR54-200 so that's what I replaced.  I also have a C41-700 (2013) that was not mentioned.  The return via UPS/FEDEX is prepaid.


As I indicated, I attempted to activate via the internet but it wasn't a valid web page.  I went to my account but found nothing related to "activation".

(edited)

shannon02

ACE - Expert

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17K Messages

4 months ago

There was no reason to replace the HR54 so it don't know what DTV is doing.  You are taking it to a UPS/FedEx store for the return?

New Member

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4 Messages

4 months ago

Yes, I will drop off at the local UPS (also specifically mentioned in the email).

litzdog911

ACE - Sage

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43.7K Messages

4 months ago

Crazy. 

New Member

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2 Messages

4 months ago

Be careful with this.  I requested a replacement for my HR22.  They said the only replacement was a Genie 2 at no charge and no contract.  When I got the email confirming the order there was the "2 year commitment/agreement" statement.  I called and was told there was a 2 year contract.  I cancelled the order.

detuch254

ACE - New Member

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2.6K Messages

4 months ago

Right. Any upgrade triggers a two year contract. However, in this case, since the OP got just a replacement, that’s not a two year extension. I’m glad you were able to learn this information before getting stuck.

Juniper

ACE - Expert

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17K Messages

4 months ago

HR54 is the 3rd generation Genie. It is the newest in the regular Genie line. Getting another model of the same line, regardless if newer or not, is a warranty replacement, not an "upgrade".

The Genie-2 (HS17) being a different line is officially an "upgrade". But depends on your setup if it is beter or not for you personally. (I avoid it because of restrictions).

Regarding the age of the model, there are not new models or lines of equipment being produced every year. Satellite tech doesn't advance that fast. Most boxes are refurbished. This is not the era of brand new everything. Issues with supply, logistics, and innovation means getting the most life out of existing equipment. That is the age caused by the pandemic.

New Member

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2 Messages

4 months ago

detuch254.  

Right you are.  The disturbing thing about my experience is the agents (yes two agents) kept calling it a replacement under my Protection Plan.  They said the HS17 would not be considered an upgrade since they could not replace my HR22 with another DVR or like model.

Juniper

ACE - Expert

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17K Messages

4 months ago

HR24, the last regular HDDVR, is low on stock (if not completely out) for DirecTV. Though you can still get them through Authorized Retailers (which can only do upgrades, even if same model line) for the time being.

AT&T was moving to a client-only setup with the Genie-2 (HS17). Because it forbids regular HDDVRs, I don't like it. It would be a downgrade to my setup (Genie and 2 HDDVRs).

I have 'some' hope that the new co-owner of DirecTV will move towards customer friendly equipment instead of the restrictive fits-all that AT&T tries to do.

shannon02

ACE - Expert

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17K Messages

4 months ago

Those emails are canned automated responses.  While DTV is shutting down the SD MPEG2 channels that require replacing SD MPEG2 receivers and its dish it is a free swap offer and wasn't needed since you already have the MPEG4 equipment.

(edited)

Good4u

Contributor

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78 Messages

4 months ago

@TECguy On service calls DirecTV techs are now able to swap a Genie for a HD DVR as HD DVRs are no longer stocked. Since it is a service swap there is no impact to contract or monthly charge.

detuch254

ACE - New Member

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2.6K Messages

4 months ago

I seriously doubt that. It may be something that happened by luck or chance. HR24 receivers are still low on stock and since all are refurbished no new ones are made (haven’t been made in awhile).

Good4u

Contributor

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78 Messages

4 months ago

@detuch254 No luck or chance involved, that has been the policy for a few months now.


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