DIRECTV Connected Home
FAQ
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Question: On a Service Order where MRV Support Hardware is being replaced, will I be
able to close the Activity without adding the MRV OLIs?
Answer: No. On a Service Order the Resolution Codes for MRV Support Hardware
replacement will force you to add the OLI before the Activity can be closed.
Question: Is there a monthly charge for MRV programming?
Answer: Yes, check with customer DIRECEV Customer Service for current pricing.
Question: Customer’s who have MRV compatible IRDs prior to 3/17/2010 and want to
upgrade to MRV programming Post 3/17/10, does the MRV Support Hardware OLIs get
added to the Order?
4.
Answer: Yes, MRV Support Hardware OLI will appear on the Order. The DIRECTV Call
Center will first offer to drop-ship the necessary MRV Support Hardware to the customer, or
they will setup an Upgrade Order to have a technician install MRV for an additional change.
Question: Is there a charge for an MRV programming Upgrade?
5.
Yes, check with customer DIRECEV Customer Service for current amount.
Question: Can MRV programming be installed at an apartment complex?
6.
Answer: Yes.
Question: Can MRV be installed at a MDU location?
7.
Answer: Not available until after national launch.
Question: Will MRV Support Hardware OLIs appear on every HD Order after 3/17/2010?
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Answer: Yes. Regardless of whether the Order displays programming or noprogramming,
MRV Support Hardware OLIs will appear on the order to be installed.
Question: If the order displays noprogramming in the Compatibility field should the
technician install the MRV Support Hardware?
Answer: Yes, for future upgrades.
Question: If a customer is upgrading to MRV and has a first generation LNB, will a BSF
filter be required between the LNB and the splitter and be installed as a SWiM compliant not
an MRV compliant IRDs?
Answer: Yes. You may be required to call OMG to add the BSF to the Order.
Question: If a required MRV Support Hardware OLI is not added or deleted from the Order
automatically, what do I do?
Answer: Following your current procedures to have the OLI added or removed from the
Order.
Field Operations Training for Technicians
DIRECTV Connected Home Work Order
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DIRECTV Connected Home
FAQ
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Question: When the SWiM Flag on the Work Order is N and the Compatibility SWiM field
displays True, what is the Order telling me?
Answer: It is telling you the customer’s home does not currently have SWiM installed. You
will see a Multi-Switch SWM 8 OLI on the Order. Once the SWiM switch is installed and the
Activity is closed, the SWM Flag will change to Y when the next Order is generated.
Question: If the Order displays noprogramming in the Compatibility field, why do I need to
educate the customer on the programming?
Answer: You will need to provide MRV product education regardless whether the customer
elected to receive the programming.
Question: If we are installing a Receiver DECA in place of a BROADBAND DECA, do we
have to delete the BROADBAND DECA OLI and add the RECEIVER DECA OLI?
Answer: No. Until we receive the BROADBAND DECAs all OLIs closed with that Product
line will consume a Receiver DECA.
Question: Can technicians add non-serialized Receiver DECAs and BSF with their handheld
to any type of Order?
Answer: Technicians can only add non-serialized OLIs to Service orders. All other orders
must go through OMG or Dispatch. Beta Market sites must go through their Dispatch until
May 13th.
Question: Former Install Movers – when we request a Delivery Method change will the
method be changed or will the original OLI be deleted and a new one added with the correct
Delivery Method?
Answer: The OLI with the incorrect Delivery Method will be changed to Delete and a new
OLI with the correct Delivery Method will be added.
Question: On MRV Connected Home Former Installs - Movers the MRV non-serialized
OLIs could be Tech Delivers or Customer Owned dependent on the customer’s response to
the DIRECTV representative at the time of sale. If the customer is bringing their MRV
compatible hardware (Receiver DECAs, Broadband DECA and/or BSF) and the equipment
gets lost in the move, will the customer be charged when the Delivery Method has to be
changed from Customer Owned to Tech Delivers?
Answer: There is no charge currently for the Beta test markets. This could change for the
National Rollout.
Question: If a customer is upgrading their account to replace their SWiM compatible
Standard or DVR IRD to a MRV compatible HD or HD-DVR and the BSF is no longer
necessary, will the technician be required to retrieve the BSF from the original Standard or
DVR IRDs and return them to the warehouse?
Answer: Yes.
Field Operations Training for Technicians
DIRECTV Connected Home Work Order
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Version 2.0
DIRECTV Connected Home
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Question: If a customer has non-SWiM compatible equipment on their account will the
technician have to install SWiM compatible equipment?
Answer: Yes. Siebel will upgrade from Legacy to SWiM. For example: a D10 or D11 will
need to be upgraded to a D12 and an R15 will need to be upgraded to an R22.
Question: In a Swap scenario (Upgrade / Service), if the receiver being removed is an MRV
compatible receiver, must the replacement receiver also be an MRV-compatible receiver?
Answer: Yes. This applies nationwide – not just in the Connected Home beta markets. Siebel
will validate the replacement and if it is not a “like for like” replacement, the following error
will occur: “The Product selected for this Line Item is not correct. Please select the correct
product and submit the Line Item again.”
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SWiM Guidelines
• Entire order must be SWiM compatible (i.e. cannot be Legacy and SWiM)
• On any SWiM job (install or upgrade), legacy receivers cannot be used. Therefore,
when SWiM is installed, technicians cannot install a D10, D11 or R15.
• On Activities where the Compatibility field is populated with “SWiM = True,”
• Techs cannot install a D10 or D11 for standard receivers – a D12 must be
used.
• Techs cannot install an R15 for DVR receivers – an R16 or higher must be
used.
• • On SWiM modules, legacy ports must not be used
Question: If Sub-contractors are going through the Connected Home Wireless Work Order
training, will they be able to take the SBCA Certification test since they do not have handheld
devices?
Answer: Yes. SBCA Connected Home Certification test does not include any wireless
questions; they are all work order generic
Question: On a new Install with SWiM hardware and the SWiM flag set to “N,” how long
does it take for the SWiM flag to reflect a “Y” on the Order once installed?
Answer: The SWiM flag gets updated at the account level as soon as the work order is closed
and appears when another Activity is created.
Question: If a Broadband DECA is installed at the router in a room with no IRD and the
technician must run cable, how will they get paid for the second line? Is the charge included
in the Broadband DECA OLI?
Answer: Yes the equipment and labor are included in the Broadband DECA OLI.
Question: Customer ordered MRV with Internet and the Broadband DECA OLI displayed on
the order. The technician gets to the customer’s home and their modem has not been installed
by a Telco company. What should the technician tell the customer?
Answer: Install MRV and tell the customer they will need to call DIRECTV once their
modem is installed to have the Internet upgrade performed.
Field Operations Training for Technicians
DIRECTV Connected Home Work Order
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DIRECTV Connected Home
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Question: Why does the Order Management Group (OMG) tell technicians it will take 24
hours to make a work order change?
Answer: They tell them it could take up to 24 hours to accommodate for extreme
circumstances. The majority of the time it takes 15 to 30 minutes for the change to be made
and occur on the Order.
Question: I had a question from trainers about an MRV incentive. Currently if a technician
sells the DIRECTV Protection Plan they receive a $3 incentive. They would like to know if
the tech up sells the customer to MRV have we considered an incentive for the technicians.
Answer: There is no tech incentive at this time.
Question: If a technician installs a Broadband DECA at the router in a room without an IRD,
they will need to run cable. How do the technician’s get paid for the second line? Is it
included in the BB DECA OLI or do they need to add another OLI?
Answer: The BB DECA OLI includes a half hour duration and an Additional Outlet
payment. No additional labor OLI is needed.
Field Operations Training for Technicians
DIRECTV Connected Home Work Order
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Version 2.0