1 System Upgrades

This module reviews DIRECTV system upgrade instructions System Upgrades

At the conclusion of this module you will be able to: –Properly perform the pre-call and site survey tasks for upgrades –Follow proper procedures when removing the existing ODU and equipment –Bring the existing DIRECTV System up to standard –Educate the customer on their new system –Ensure customer signs all required forms At the conclusion of this module you will be able to: –Properly perform the pre-call and site survey tasks for upgrades –Follow proper procedures when removing the existing ODU and equipment –Bring the existing DIRECTV System up to standard –Educate the customer on their new system –Ensure customer signs all required forms Objectives

4 System Upgrades Pre-call the customer –Pre-call customer and review Activity items Site Survey –Perform thorough site survey and discuss all upgrade changes with customer (i.e., cabling, equipment placement, custom work required) –Verify the existing mounting location is stable enough for the new ODU –Verify line of sight for all customer requested programming (i.e., 119 for MAS, 99 and 103 for HD programming, etc.) –Verify all signals from existing and upgraded orbital locations Pre-call the customer –Pre-call customer and review Activity items Site Survey –Perform thorough site survey and discuss all upgrade changes with customer (i.e., cabling, equipment placement, custom work required) –Verify the existing mounting location is stable enough for the new ODU –Verify line of sight for all customer requested programming (i.e., 119 for MAS, 99 and 103 for HD programming, etc.) –Verify all signals from existing and upgraded orbital locations

5 System Upgrades Removing the old ODU –Remove unused DIRECTV ODUs from the customer’s home. Return the equipment to your local office. Other provider’s ODUs should only be removed at customer’s request. –The unused ODU mast, reflector and LNB should be removed; however, the foot of the ODU should remain attached to the home with no effort to remove it –Seal any holes from previous install entry points Removing the old ODU –Remove unused DIRECTV ODUs from the customer’s home. Return the equipment to your local office. Other provider’s ODUs should only be removed at customer’s request. –The unused ODU mast, reflector and LNB should be removed; however, the foot of the ODU should remain attached to the home with no effort to remove it –Seal any holes from previous install entry points

6 System Upgrades Retrieving old Receivers –When performing an upgrade, retrieve the old equipment and return it to your local office Unless equipment is owned by the customer, or if the customer wants the receiver relocated. Retrieving old Receivers –When performing an upgrade, retrieve the old equipment and return it to your local office Unless equipment is owned by the customer, or if the customer wants the receiver relocated. Clean up any mess made during the installation by removing debris from the customer’s residence. This includes removal of empty equipment boxes at the customer’s request.

7 System Upgrades Upgrade Installation –Bring the exiting system up to DIRECTV standards Change out any and all sub-standard cable and connectors (wall plates and outside/inside connectors) Ensure the system is grounded to code Ensure all phone lines are connected and working Integrate all existing audio and video equipment Make sure all programming is active before leaving the customers home Upgrade Installation –Bring the exiting system up to DIRECTV standards Change out any and all sub-standard cable and connectors (wall plates and outside/inside connectors) Ensure the system is grounded to code Ensure all phone lines are connected and working Integrate all existing audio and video equipment Make sure all programming is active before leaving the customers home

8 System Upgrades Customer Education –Don’t just assume the customer knows their DIRECTV System. Explain all features and functionality, including programming –Have customer review and sign the Lease Addendum form and Activity –If the customer is being upgrade to SWiM or powered switch, explain the location of the power supply and the need for it to be plugged in. –Leave contact information Customer Education –Don’t just assume the customer knows their DIRECTV System. Explain all features and functionality, including programming –Have customer review and sign the Lease Addendum form and Activity –If the customer is being upgrade to SWiM or powered switch, explain the location of the power supply and the need for it to be plugged in. –Leave contact information

9 Upgrade SOW Upgrade Statement of Work – See Handout

You should now be able to: –Perform the pre-call and site survey tasks for upgrades –Follow proper procedures for upgrades when removing the existing ODU and equipment –Bring the existing DIRECTV System up to standard –Educate the customer on their new system –Ensure customer signs all required forms You should now be able to: –Perform the pre-call and site survey tasks for upgrades –Follow proper procedures for upgrades when removing the existing ODU and equipment –Bring the existing DIRECTV System up to standard –Educate the customer on their new system –Ensure customer signs all required forms Summary