Tutor
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7 Messages
Whole-Home DVR installation problem
Last Thursday I swapped locations of my DVR and regular HD receiver and in the process in doing so. Something happen to my HD receiver it stopped working so I called up Direct TV walked through the steps to turn it back on and nothing would work. So the Direct TV customer service representative said he could send out a box to me and I should get it in the next couple of days. I had informed the customer service rep that I had a tech coming out the next day to install Whole-Home DVR and said no do not get a box from him or nothing. So the next day the tech comes out and when he does my wife calls me so I can talk to him so I can tell him what specifically needs to done and the location for the cable box. I also let him know about the one HD box not working. After 30 min the tech tells my wife that he cannot install the Whole-Home DVR because the HD box is not working and that we had to reschedule our appointment when we get our new equipment. So is this true? Thanks
kd006
Teacher
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17 Messages
15 years ago
Welcome to 2010 DTV customer service, keep your expectations low and expect to be charged for their failure to get it working.
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dcd
Expert
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20.7K Messages
15 years ago
he cannot install the Whole-Home DVR because the HD box is not working and that we had to reschedule our appointment when we get our new equipment. So is this true? Thanks
You wouldn't want him to install the Whole Home system when one of the boxes is on the fritz. I think the installer made the right decision. That way he can check everything before he leaves to make sure everything in working properly.
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testerx
Professor
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4.2K Messages
15 years ago
I agree with dcd, but I'm not sure why the tech couldn't just fix the 'bad' receiver first. Seems more likely to be an installation issue than a bad receiver, especially if it was working before it was moved.
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tonymac510
Tutor
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7 Messages
15 years ago
he cannot install the Whole-Home DVR because the HD box is not working and that we had to reschedule our appointment when we get our new equipment. So is this true? Thanks
You wouldn't want him to install the Whole Home system when one of the boxes is on the fritz. I think the installer made the right decision. That way he can check everything before he leaves to make sure everything in working properly.
If that was so why didn't the tech just tell me that he was unable to do it when I spoke to him on the phone. How hard it is to see if the box would be working properly?
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dcd
Expert
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20.7K Messages
15 years ago
Well, you asked for our opinion and we gave it. We have no way of knowing why the installer did what he did and we aren't in any position to change it. You do understand that we are users like yourself and do not represent Directv?
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tpurvis
Contributor
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1 Message
15 years ago
Has anybody had success with the Whole-Home system? I am not reading anything but negatives. We already have 2 HD-DVRs hooked up to one TVand wanted to move one of them to the other HD TV, but everything I read is major problems.
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testerx
Professor
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4.2K Messages
15 years ago
Keep in mind that these are help forums, so few if any people show up here unless they have a problem. Thus, what you see here is highly biased and not a representative sampling of WHDVR installations. No one outside of DirecTV has any actual numbers, but my guess is that for every one problem installation you see discussed here, there are many many successful installations that we never hear about. I think the majority of the problems we've seen have been casued by installer inexperience and not actual problems with WHDVR, and those have decreased as the installers have gained experience and gotten more and better training.
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litzdog911
ACE - Sage
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46.4K Messages
15 years ago
I agree with sungam. Based on my own observations with my system, and numerous more positive polls and posts at DBSTalk, it's clear that WHDVR works fine for the vast majority of customers using DECA-based networking.
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dcd
Expert
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20.7K Messages
15 years ago
Has anybody had success with the Whole-Home system?
If you count me, and the other Tecknoiw Guides, that makes five or six. Mine works perfectly, has never missed a beat.
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tonymac510
Tutor
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7 Messages
15 years ago
Well, you asked for our opinion and we gave it. We have no way of knowing why the installer did what he did and we aren't in any position to change it. You do understand that we are users like yourself and do not represent Directv?
Oh I am sorry I didn't mean it like that i am just kind of frustrated about the situation and I apperciate your opinion.
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dcd
Expert
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20.7K Messages
15 years ago
No problem Tony, no need to apologize. And we understand the frustration folks feel. The Whole Home DVR system is new, and it uses techniques that are unfamiliar with many installers. Add to that some guys are installing Whole Home and others are doing repair calls and the customer service folks are shipping boxes. Well, a bit of chaos at times. Hopefully your system will eventually get set up and working correctly.
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litzdog911
ACE - Sage
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46.4K Messages
15 years ago
At least one person came here to post about a successful installation ....
http://forums.directv.com/message/10724625#10724625
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