New Member
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5 Messages
Why is direcTV pushing a new ‘free’ receiver so hard?
They sent me an email saying my current receiver may soon stop getting local channels. When I called the number they said they had to schedule a tech visit ‘at no additional cost’. When I said I did not want the trouble, they said: okay, we’ll just ship it to you wand walk you through the activation. It felt like they were hiding something, so I no thank you and hung up. They left 5 voicemails for me in two hours and followed them with an email confirmation that a new receiver has been shipped to me. The whole thing was weird.
Accepted Solution
Juniper
ACE - Expert
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23.4K Messages
3 years ago
They drop shipped a Genie (HR44) to replace a R22? That is exactly what I was afraid of.
Call DirecTV and request a tech to install the MPEG swap at no charge per their error. A Genie is not self install. Especially when going from an earlier MPEG-2 setup to MPEG-4. Update to SWM, making sure you have the correct dish an LNB, as well as any cabling updates.
If that R22 is not your only box, what are the models of any others. The R22 is the special model that can work with newer boxes.
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shannon02
ACE - Expert
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21.3K Messages
3 years ago
DTV is shutting down the MPEG2 channels so any SD only dishes and receivers have to be replaced with MPEG4 dish and receivers so what are your receivers model number(s)?
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Juniper
ACE - Expert
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23.4K Messages
3 years ago
DirecTV is shutting down their MPEG-2/SD-only feeds. This means boxes that are only MPEG-2 will be bricks soon. Some are already affected by this shutdown. Those who refuse to update outdated equipment should prepare to go without TV in the forseable future.
A MPEG swap should require a tech to update any necessary cabling and usually replacing the dish. The exception might be if you have a mix of MPEG-4 boxes and D12s, as that is the only MPEG-2 box that could use the newer setup.
What are the models of each box you have?
Read the order confirmation thourgoughly. A required MPEG swap is complimentary, but an optional upgrade comes with a 24-month service agreement upon box being activated. Want to be sure order was placed correctly.
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DIRECTVhelp
Community Support
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255.7K Messages
3 years ago
@AriSabet, we are sorry for the experience you’ve had with the previous interactions. To make sure that the information is crystal clear, let us share that DIRECTV is phasing out use of SD signals that utilize MPEG-2 audio and video compression, which is considered to be less efficient than MPEG-4. That's one of the reasons DIRECTV is preparing customers for this transition well ahead of time so their service is not disrupted. DIRECTV is also providing equipment, at no additional cost or commitment to customers that features this newer technology because it wants customers to continue to have the best experience possible with the service. In fact, the equipment DIRECTV is providing will be compatible with your current TVs, so you won't need to buy new TVs. It’s important to keep in mind that DIRECTV will no longer broadcast these MPEG-2 signals, so customers who do not take the no-additional cost or commitment equipment offer won't be able to receive the SD content once the signals are phased out. That is why DIRECTV began reaching out, well in advance, to get customers transitioned to upgraded equipment.
In case that you'd like to review the options and have more information please meet us in a PM, and we’ll be able to check the account details and work on this together.
Catalina, DIRECTV Community Specialist
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Juniper
ACE - Expert
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23.4K Messages
3 years ago
@AriSabet
If you post back with the models of each of your boxes we can give guidance before you call DirecTV. That way you go in with the proper knowledge before you get a new or overzelous agent. Just to be sure you get what is best for your personal setup.
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AriSabet
New Member
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5 Messages
3 years ago
@shannon02 and @Juniper , thank you for your feedback.
the new receiver arrived yesterday. I will reach out before activating it.
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Juniper
ACE - Expert
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23.4K Messages
3 years ago
Make sure when you reach back to include the model numbers. I am a little concerned they just shipped a box, as normally a MPEG swap requires tech install because of the old cabling and dish. But if you have a mix of MPEG-2 and MPEG-4 equipment it is not impossible to just ship one.
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detuch254
ACE - New Member
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5.2K Messages
3 years ago
Right, often times agents are clueless about this sort of topic. They assume a customer doesn’t need a technician present just to swap cables from say a D12 to an H25. However, just because an H20-H24 is activated on an account does NOT guarantee that the system is up-to-date. Receivers model H20, H21, H23, and H24 (as well as HDDVRs like HR24) work on non-SWM systems while the newest HD receiver model H25 required a SWM system.
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DIRECTVhelp
Community Support
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255.7K Messages
3 years ago
Thank you @shannon02, @Juniper and @detuch254 for your proper responses.
@AriSabet we're happy to read that you received the equipment already. Please reach out for assistance activating the recevier and if you need additional information, we want to ensure that you get the most out of your service.
Sergio, DIRECTV Community Specialist
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AriSabet
New Member
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5 Messages
3 years ago
Hello, @shannon02, @Juniper and @detuch254 would one of you be able to assist me with getting the new receiver up and running?
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detuch254
ACE - New Member
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5.2K Messages
3 years ago
We are just customers on a public forum. We can’t get an order on your account. If by setting it up you mean something else, please elaborate.
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Juniper
ACE - Expert
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23.4K Messages
3 years ago
What are the models of your old boxes and what did you receive? I am still concerned about if the order was done right.
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AriSabet
New Member
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5 Messages
3 years ago
I used to have model R22-100, I received a model HR44-200 with instructions on how to set it up.
My original receiver stopped working yesterday. I tried to swap them, but it is currently stuck on the ‘Satellite Dish Setup’ page with error message “cannot detect SWM”
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AriSabet
New Member
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5 Messages
3 years ago
Thank you so much!
it was driving me crazy. I will reach out to them.
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