New Member
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5 Messages
SD to HD "Upgrade"
I have SD equipment and was happy with it until DTV removed channels, including local channels and is forced an upgrade. I called in mid November 2022 to get it resolved (get new equipment) and they scheduled a tech (subcontractor) for install for 12/08...during a 4 hour window. The tech arrived, pulled my entertainment centers apart, disconnected all my equipment and then informed me that he didn't have the proper equipment for the install but he would leave everything like it was (a mess) and have an actual DTV tech my house between 8-12 the next day (Fri) with all the proper equipment. At 1 pm the next day, after waiting for 4 hours plus one, I called to see when the tech would be coming. The answer was that no one was coming but they would have someone at my house the next day (Sat) between 8-12. Again, I waited for 5 hours and no one showed up. I called again and they said someone should have called to cancel because no one was coming. They said they could have someone at my house on Monday between 4-8 pm. Fast forward to Monday- the tech that arrived asked what the situation was so I told him and I asked if he had all the equipment he needed for the upgrade. He said he did have it all but said he was only there to reconnect the old equipment. ARGH! Still no local channels, still paying for things I don't get.
So, I called again last week to determine when the equipment would be installed. They set me up for 01/10/23 with another 4 hour window. My only request was to send an actual DTV tech and not the first guy who showed up and left my house in a mess and me without any TV for over 4 days. They assured me that it would never happen again and the person coming was NOT a subcontractor. However.....guess who showed up on my doorstep an 01/10/23....that's right- the very same guy who started the entire mess to start with. I told him he was not welcome in my home. I called to complain and now, they're rescheduling for another week out....and cannot guarantee me that it won't be the same guy again next week. Said I cannot do a self install, either.
How can I get a qualified professional to come and do this job and do it right?
detuch254
ACE - New Member
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5.2K Messages
3 years ago
To be 100% honest with you, there isn’t a way. A request is just a request, but to have a real DIRECTV tech there to upgrade the equipment isn’t guaranteed. I suggest at this point you file a BBB complaint to hopefully fix matters. As we are customers just like you on a public forum, we wouldn’t be able to schedule an appointment for you or anything like that.
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litzdog911
ACE - Sage
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46.7K Messages
3 years ago
Sadly, many DirecTV Satellite installers work for contract companies, not directly for DirecTV. And it's been very hard for them to hire qualified technicians. Hopefully DirecTV will be able to sort this out for you. The replacement to HiDef equipment really isn't that hard.
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detuch254
ACE - New Member
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5.2K Messages
3 years ago
Agreed. Hi-def swaps usually involve only replacing the SD equipment with HD equipment (max 30 minutes as all coaxial cable is already run throughout your home) as well as a replacement of the dish from an 18 inch or 18x20 to the newest slimline HD SWM dish, which should take no more than 30 min for the technician to perform. Overall, that should be a 1 hour 30 to 2 hour endeavor tops.
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ohioguy98
New Member
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5 Messages
3 years ago
It should be an easy install. It's not like it should take much time. Replace the dish, replace the boxes- I only have 2 of them, both easy to get to. I have the coax cables ran and labeled, I did it myself with RG6 cable 20 years ago. I could understand if there was an issue of running new wires or if we had a house full of pets or screaming kids, or were hoarders. It's just my wife and me. It's a house not an apartment or condo. Plenty of room to work. I just need a qualified professional with the proper equipment to do it.
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Juniper
ACE - Expert
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23.4K Messages
3 years ago
Dispatch sends the next tech avaialable. There is no guarantee if DirecTV employeed or sub-contractor (which I think more are these days).
Taking everything apart to only then say he didn't have what was needed was very bad. And if a reschedule is needed, you call DirecTV so they can update it on the order, not done by the tech themselves.
DirecTV will not ship you equipment to do the upgrades yourself. By intention, this means they verify work is done correctly and it is properly warrantied, as opposed to fixing the mess a customer caused because they were confident they could DIY.
Calling and rescheudling as well as submitting a complaint on the prior tech are the direct options. Alternatively, you cal file a BBB complaint as goes up to corporate.
What are the models of each box you have? Just be sure you don't get a sub-optimal swap.
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ohioguy98
New Member
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5 Messages
3 years ago
Juniper, I've had these boxes for probably 15 years.
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Juniper
ACE - Expert
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23.4K Messages
3 years ago
@ohioguy98
Being 15 years old, some boxes can still be fine. Satellite tech doesn't advance fast like some other technologies. Some older boxes can give you a more capable overall setup then replacing everything. Back when AT&T was the sole owner, they tried moving DirecTV towards an all-in-one setup that reduced capability compared to some older ones.
I get being that old they likely all need replacing, but doesn't hurt to be sure. The actual model numbers (on the box or just pulling up info in the menu) will make absolutely sure. Better than assuming in my opinion.
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ohioguy98
New Member
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5 Messages
3 years ago
They're both Standard Definition: D12-100 boxes. I'm told I have to upgrade because I can't get all channels (especially locals) with Standard Definition.
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detuch254
ACE - New Member
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5.2K Messages
3 years ago
Thanks for the confirmation. The best option in this case would be to upgrade both. The outcome will most definitely be a Genie HD DVR (HR54 likely) as well as a Genie client. Although, if you absolutely require it, there are options for standalone HD receivers like the H25 that don’t require the HR54 (Genie HD DVR) to work. In other words, they can be used independently on boats, RVs, vacation homes, etc. confidently. If this isn’t a factor at all, just let the upgrade process happen.
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Juniper
ACE - Expert
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23.4K Messages
3 years ago
Thank you for answering. Your only two boxes are both D12. Fair enough as those are the last non-DVRs that were MPEG-2. Just wanted to be sure it wasn't a case of a MPEG-4 box in hiding like R22, or an earlier model HDDVR in the mix (that some agents wrongly say need replacing).
Just make sure the order is a MPEG swap, not an "upgrade". Difference is since the swap is required to continue using the service there is no 24 month service agreement and the $10 HD service is credited monthly (indefinitely; no known end date). Though you may still have $10 DVR and $3 Whole Home DVR if non-DVR models are out of stock.
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