COMMERCIAL INTERNET ACCESS

Transcription

1 COMMERCIAL INTERNET ACCESS Introduction Commercial customers such as restaurants, hotels and sports bars have DIRECTV because they recognize our services are a great valueadd 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. nicians 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. This job aid includes information on: Work Orders Installation and Testing Troubleshooting

2 Commercial Internet Access: CCK Work Orders What You Will See Beginning 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 Company: DIRECT SAT Customer Information IV Retest Enforced: Y ID: DVCO Name: ACCOUNT, IT TEST Account #: Service Region: PA08 Address Line 1: 1222 CLARK ST Order Type: Sales Order Earliest Start: 06/05/ :00 AM Address Line 2: Sub Type: Upgrade Planned Start: City, State, Zip: HARRISBURG, PA SR Sub Area: Upgrade Due: 06/05/ :00 PM Primary Phone Number: (310) Order Class: Upgrade Secondary Phone Dwelling: Commercial Number: ()- Duration: OMS Order ID: MAS Programming: N Status: Customer Unscheduled Property ID: Priority: 3-Normal Activity #: 1-1CHPVF0F 40Ft Ladder N Partner: None Account Type Activation RS Count Protection RS Count Repeat VIP/OOP Comments REG Y 0 N 0 N VIP3 Resolutions/ Driving: Test Account SWM Flag: Y Mode: programming Compatibility: InternetConnectivity = no MRV = programming SWiM = true Product Line Items 1 IRD - HD/DVR COMBO 2 IRD - HD/DVR COMBO 3 MISCELLANEOU S LABOR 4 INTERNET HARDWARE 5 MRV HARDWARE Product IRD - HD/DVR COMBO IRD - HD/DVR COMBO CUSTOM WORK BROADBAND DECA RECEIVER DECA Delivery Method 6 KA/KU LNB SWM KA/KU LNB SWM 5 7 MISCELLANEOU S LABOR 8 POWER INSERTER LNB ODU UPGRADE POWER INSERTER LNB Action Req IRD Serial Number IRD Access Card AC Type Category Action Taken New New Installed New New Installed New New Support Hardware Installed New New Support Hardware Installed New New Support Hardware Installed New New Support Hardware Installed New New Support Hardware Installed New New Support Hardware Installed 9 IRD - KA/KU DIRECTV H C11BB7TA P Existing IV Retest 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. Report generated on 05/06/ :48:59 PM HIGHLY CONFIDENTIAL - INTERNAL USE ONLY Page 1 of 3 2

3 Commercial Internet Access: Installation & Testing Components You 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. Broadband DECA The 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. 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. 3

4 Commercial Internet Access: Installation & Testing Site Survey There 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? Before You Install Be 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. 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. 4

5 Commercial Internet Access: Installation & Testing C O D E Your Customer May Ask... 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. 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 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. 5

6 Commercial Internet Access: Installation & Testing Things To Consider Typically, 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. Internet Routers, Hubs and Switches Customer s Router 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. A Broadband DECA separates the MoCA frequencies onto ethernet and it also modulates the router s response into the MoCA frequencies. 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. H25 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. H25 H23 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. 6

7 Commercial Internet Access: Installation & Testing Installation This flow chart describes the typical steps for installing a wired or wireless Internet connection. Additional steps specific to your customer may be necessary. Determine whether a wired or wireless connection is best suited for the customer Connect the CCK-W to the router using WPS; make sure it is not connected to an IRD. Were you able to use WPS? Yes No Install Internet Access Yes Can you use a Broadband DECA? Install a Broadband DECA at the customer s router No Yes Is the router WPS-enabled? Use a Wireless Cinema Connection Kit No Are you connecting the Yes CCK-W in a room with an IRD? No Does the IRD have a built-in DECA? Yes No Connect the CCK-W to the SWiM splitter Connect the CCK-W between the SWiM splitter and the receiver DECA Connect the CCK-W between SWiM splitter and the IRD Perform a manual network setup Configure the Network Verify network connectivity 7

8 Commercial Internet Access: Installation & Testing Installation with SWiM-16 To CCKs BSF To Router BSF SWiM Coax Cable CCK Coax Cable Ethernet Cable Splitter, 2-Way Splitter, 8-Way Power Supply, M-29 DECA (BB) Router To Router 8

9 Commercial Internet Access: Installation & Testing Installation with SWiM-32 Router to Internet to Satellite Dish To CCKs To Router H25 Receivers To Router H25 Receivers 8-Way Splitter 8-Way Splitter 8-Way Splitter SWiM 32 8-Way Splitter H25 Receivers To Router To Router 9

10 Commercial Internet Access: Troubleshooting Result Codes Test 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-xxx Errors 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 This Error 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 Have the customer check 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 Unsuccessful Complete the SWiM installation. Do not continue with the Broadband DECA/CCK-W installation. Remove the Broadband DECA OLI. 10

11 Commercial Internet Access: Troubleshooting Result Codes Code 87-xxx The 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 This Wait a few minutes and retry. Restore Defaults and then Connect Now. Potential Issue If Code 87 still occurs, press the Dash key on the remote to verify SWiM connection and Internet connection. If Unsuccessful Complete 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. 11

12 Commercial Internet Access: Troubleshooting Result Codes Code 88-xxx This 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 Troubleshooting Certain 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. 12

13 Commercial Internet Access: Troubleshooting When Its Just Not Possible There 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. 13