commercial internet access · produced by directv field services training. not for publication or...

Produced by DIRECTV Field Services Training. Not for publication or customer distribution.

This job aid includes information on:

• Work Orders

• Installation and Testing

• Troubleshooting

Commercial customers such as restaurants, hotels and sports bars

have DIRECTV because they recognize our services are a great value-

add to their business. Their customers expect a quality entertainment

experience and DIRECTV delivers!

As the viewing audience becomes more sophisticated, Internet and

TV Apps availability is the next logical step for DIRECTV’s commercial

accounts. Technicians play a key role in educating our commercial

customers and installing the components and services that add value

for both DIRECTV and our customers.

By providing Internet-ready installations to commercial customers,

DIRECTV is positioned to roll out exciting new applications and

services without additional service calls and upgrades.

Introduction

COMMERCIAL INTERNET ACCESS


What You Will SeeBeginning June 6, 2013, technicians performing new HD installations or Upgrades may see an OLI for a Broadband DECA on their work orders. Similar to the Connected Home initiative, technicians will complete an Internet connection when completing installations for bars and restaurants.

The Internet connection you install will allow customers to take advantage of future enhancements, applications and special offerings without requiring an additional technician visit.

WORK ORDER

Report generated on 05/06/2013 17:48:59 PM HIGHLY CONFIDENTIAL - INTERNAL USE ONLY Page 1 of 3

Company: DIRECT SAT Customer Information IV Retest Enforced: YTech ID: DVCO425958 Name: ACCOUNT, IT TEST Account #: 82878599Service Region: PA08 Address Line 1:

Address Line 2:City, State, Zip:

1222 CLARK ST

HARRISBURG, PA 17110-

Order Type: Sales OrderEarliest Start: 06/05/2013 08:00 AM Sub Type: UpgradePlanned Start: SR Sub Area: UpgradeDue: 06/05/2013 12:00 PM Primary Phone Number: (310)298-9856 Order Class: Upgrade

Dwelling: Commercial Secondary Phone Number: ()- Duration:

OMS Order ID: 183926472 MAS Programming: N Status: CustomerUnscheduled

Property ID: Priority: 3-Normal Activity #: 1-1CHPVF0F40Ft Ladder N Partner: None

Account Type Activation RS Count Protection RS Count Repeat VIP/OOP Comments

REG Y 0 N 0 N VIP3Resolutions/ Tech Driving: Test AccountSWM Flag: Y Mode: programming Compatibility:

InternetConnectivity = no MRV = programming SWiM = true

Product Line Items ProductDeliveryMethod

ActionReq

IRD SerialNumber

IRD AccessCard

ACType Category

TechAction Taken

1 IRD - HD/DVR COMBO

IRD - HD/DVR COMBO

TechDelivers

New New Installed

2 IRD - HD/DVR COMBO

IRD - HD/DVR COMBO

TechDelivers

New New Installed

3 MISCELLANEOUS LABOR

CUSTOM WORK TechDelivers

New New Support Hardware Installed

4 INTERNETHARDWARE

BROADBAND DECA TechDelivers


5 MRVHARDWARE

RECEIVER DECA TechDelivers


6 KA/KU LNB SWM KA/KU LNB SWM 5 TechDelivers


7 MISCELLANEOUS LABOR

ODU UPGRADE TechDelivers


8 POWERINSERTER LNB

POWER INSERTER LNB

TechDelivers


9 IRD - KA/KU DIRECTV H21-200 C11BB7TA201152 001959994334 P Existing IV Retest

Tech Instructions: Test Account

I hereby acknowledge that my DIRECTV System, as ordered, has been installed to my satisfaction.

Signature: Date:

DIRECTV Protection Plan: (i) I agree to the purchase of the DIRECTV Protection Plan at $5.99 per month. _____________ (initials)Protection Plan Premier: (i) I agree to the purchase of the Protection Plan Premier at $19.99 per month. _____________ (initials)Protection Plan Premier with ADH: (i) I agree to the purchase of the Protection Plan Premier with ADH at $24.98 per month. _____________ (initials)(ii) 30 -days cancellation policy has been explained with terms and conditions.

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Commercial Internet Access: CCK Work Orders


Commercial Internet Access: Installation & Testing

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Broadband DECAThe wired DECA is the preferred option when connecting a commercial installation to the Internet.

∎ The Broadband DECA is DIRECTV’s wired option: it is physically connected to the DIRECTV network via coax and to the router via an Ethernet cable.

∎ It cannot be located more than 150 feet from the router. ∎ The Broadband DECA requires an external power supply.

ComponentsYou will decide which DECA option to use based on the information you gather during the site survey. Specifically, you will want to identify where the customer’s router is, how you will be setting up the SWiM system, and where you will be able to install the DECA.

CCK-W ∎ In those instances when a customer’s router cannot be easily connected to SWiM

distribution system, DIRECTV offers a wireless DECA called the Cinema Connection Kit (CCK-W).

∎ The CCK-W connects to the DIRECTV network via coax; however, it uses WiFi to establish a connection with the router.

∎ An external power supply is required.



Site SurveyThere are additional site survey considerations when installing a Broadband DECA or CCK-W at a commercial location. Primarily, these center around the location of the router.

Where is the router located?

The router may be located in the office, in the ceiling, or a remote location within the building. Remember, a Broadband DECA cannot be located more than 150 feet from the router.

Do you have access to the router?

Access may be limited to before or after business hours. It might be located in or near a food preparation area.

How complex is the installation?

Some commercial installations can be very complex. Multiple drops, long wire runs, and wall fishing complicate things. PLAN AHEAD.

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Before You InstallBe sure the following requirements are met before beginning installation:

∎ Verify there is an available Ethernet port on the customer’s router. ∎ Verify the customer’s router is wireless. ∎ Verify the customer has working Internet.



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Care for the Customer

Take your time on the site survey. Then, take your time explaining your installation plan to the customer. Your explanation should cover the following three questions:

1. Where will the DIRECTV equipment be located?

2. How will you be installing the equipment?

3. Why must the equipment be installed that way?

The final question is especially important. Customers want to know why their property will be modified in a certain way.

C O D E Your Customer May Ask...Why do you need to see my router?

∎ Like most technology today, additional features are enabled when you connect your DIRECTV receivers to the Internet. Allowing DIRECTV to connect through your router will ensure you have access to the complete feature set today and into the future.

∎ Connecting to the Internet today will save you time and money if you decide to enable additional DIRECTV features, which require connectivity, at a later date.

What features are available? ∎ For Commercial customers we have an iPad App that allows you to control all

of your receivers/TVs from a single device (iPad). Please visit www.directv.com/apps to learn more about this feature.

∎ Future product development will require connectivity. Connecting your receivers today is future-proofing your DIRECTV system for years to come.



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Things To ConsiderTypically, installing a Broadband DECA or CCK-W for a commercial customer requires the same steps as a residential installation. However, you may encounter situations that are unique to the commercial environment.

Routers, Hubs and Switches

Many commercial routers have a single output port. Typically, this port is connected to a hub or switch. If this is the case, connect the Broadband DECA to a free port on the hub or switch.

Public Versus Private Networks

Many bars and restaurants offer free WiFi service to their clientele. This means there may be both a public and a private network at your installation site. The customer may have a preference for which network you connect to. If not, either network is acceptable as long as you are able to connect to the Internet.

Bandwidth Issues

Your customer may be concerned about bandwidth issues when they find out you are connecting to their network. Inform them that DIRECTV applications use very little bandwidth and they will see no change to their Internet transfer speeds.

Corporate or Third-Party IT Requirements

A commercial customer’s network and Internet connection may be controlled by an external department or company. This entity may have specific requirements of their own such as specific firewall settings or static IP addresses. This will be addressed further in the “Advanced Troubleshooting” topic.

H23

H25

Customer’s Router

Internet

A Broadband DECA separates the MoCA frequencies onto ethernet and it also modulates the router’s response into the MoCA frequencies.

H25



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InstallationThis flow chart describes the typical steps for installing a wired or wireless Internet connection. Additional steps specific to your customer may be necessary.

Install a Broadband DECA at the customer’s

router

Use a Wireless Cinema

Connection Kit

Connect the CCK-W to

the SWiM splitter

Connect the CCK-W between

SWiM splitter and the IRD

Perform a manual

network setup

Verify network connectivity

Install InternetAccess

No

Yes

Yes

Yes

Yes

Yes

No

No

No

No

Can you use

a Broadband

DECA?

Is the router

WPS-enabled?

Are you

connecting the

CCK-W in a room

with an IRD?

Does the IRD

have a built-in

DECA?

Determine whether a wired or wireless connection is best

suited for the customer

Configure the Network

Were you able to

use WPS? Connect the CCK-W to the router

using WPS; make sure it is not

connected to an IRD.

Connect the CCK-W between

the SWiM splitter and the

receiver DECA



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Installation with SWiM-16

Splitter, 8-Way

Power Supply, M-29

DECA (BB)

Router

Ethernet Cable

CCK Coax Cable

Splitter, 2-Way

BSF

BSF

To CCKs

To Router

To Router

SWiM Coax Cable



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Installation with SWiM-32

to Satellite Dish

to Internet

H25 Receivers

SWiM 32

8-WaySplitter

8-WaySplitter

8-WaySplitter

8-WaySplitter

H25 Receivers

H25 Receivers

Router

To Router

To Router

To Router

To Router

To CCKs


Commercial Internet Access: Troubleshooting

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Result CodesTest Connection result codes (86, 87, 88) are displayed after “Test Connection” or “Repeat Network Setup” has been run. These codes are very helpful in determining network health and operability.

Code 86-xxxErrors 9, 13, or 22

The Broadband DECA / CCK-W is not able to connect to the Internet.

∎ The router is turned off or not functioning properly.

∎ The connection from the receiver to the router failed.

∎ The network is connected, but the Internet connection has failed.

∎ There is a problem with the router configuration or the receiver network settings.

Check ThisError 9: Verify all physical connections on broadband DECA.

Error 13: No assigned IP address; IP addresses are all “Link Local” - Example 169.xxx.xxx.xxx; Check physical connection to the customer’s router.

Error 22: DNS issue (cannot resolve IP Address to www.directv.com) Have the customer check www.directv.com on their computer. If the web page does not come up, then DNS is an issue.

Potential Issues ∎ Router firewalls may be blocking

connections for DIRECTV services. ∎ The router may not be properly

configured to support the number of devices on the customer’s network. Some routers default to only 10 devices.

∎ The ISP may be limiting access for additional IP addresses.

Other Steps ∎ On the receiver, run Restore Defaults,

Connect Now. ∎ If applicable, verify all DECA units are

operating correctly, including the Broadband DECA.

∎ Verify the router is plugged in.* ∎ Verify the router is turned on.* ∎ Verify router activity lights are active for the

port connected to the Broadband DECA.*

* The owner or management should be able to provide the location of and access to the router. Other employees may not be aware of the location or have access.

If UnsuccessfulComplete the SWiM installation. Do not continue with the Broadband DECA/CCK-W installation. Remove the Broadband DECA OLI.



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Result Codes

Code 87-xxxThe receiver is connected to DIRECTV via the Internet.

∎ The receiver successfully connects to the Internet, but cannot connect to specific DIRECTV servers used to record callbacks.

∎ The DIRECTV server may be unavailable or the customer’s router could be blocking access.

∎ The broadband callback not successful, try again later.

Do ThisWait a few minutes and retry. Restore Defaults and then Connect Now.

Potential IssueIf Code 87 still occurs, press the Dash key on the remote to verify SWiM connection and Internet connection.

If UnsuccessfulComplete the SWiM installation.

Leave the CCK inline. Tell the customer to call the Commercial department when they are ready to begin using internet-based applications. The Commercial department will assist the customer in getting connected.



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Result Codes

Code 88-xxxThis is a completion code. The receiver is connected to DIRECTV via the Internet.

∎ Broadband Callback was successful. ∎ IP address equals 192.xxx.xxx.xxx or 172.xxx.xxx.xxx or 10.xxx.xxx.xxx,

indicating Internet connectivity

Advanced TroubleshootingCertain issues you encounter may require advanced troubleshooting skills. Most of these are related to customer network hardware characteristics and configuration. These include:

∎ Router configuration ∎ Firewall issues ∎ Complex installations

At this time...Because commercial internet access is a DIRECTV initiative rather than a customer order, do not discuss issues related to routers or firewalls with customers.

Complete the SWiM installation. Do not continue with the Broadband DECA/CCK-W installation. Remove the Broadband DECA OLI.



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When Its Just Not PossibleThere are situations where it is impossible to complete a successful commercial Broadband DECA or CCK-W installation and setup. These include:

∎ Customer declines installation of CCK or CCK-W. ∎ There is no active broadband connection. ∎ There are no open ports on the router or hub/switch. ∎ There is no WiFi router. ∎ The customer’s firewall rules prevent the network from

communicating with directv.com. ∎ Customer refers you to third party IT vendor. ∎ The customer has a non-SWiM installation.

What To Do

Be polite.Your customer may be feeling frustrated because the situation is beyond their direct control. For example, existing router or firewall settings may be mandated by a corporate IT department.

Be professional.Avoid using acronyms and industry-specific terminology. Explain that while Internet access cannot be configured, DIRECTV programming specified on the work order has been installed and is working perfectly.

Complete the Job.It’s okay to complete the job without activating an Internet connection.

Remember, installing the Broadband DECA or CCK-W prepares the customer for future DIRECTV offerings and functionality but it is not essential for receiving the DIRECTV programming requested by the customer.

Don’t forget to delete the Broadband DECA from your work order.

commercial internet access · produced by directv field services training. not for publication or...

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