Adding a Receiver to an MDU Retail Direct-to-Home Account- Tech at the home

Purpose

This article outlines the process for adding an HD receiver to a resident's account when Smartaira agents no longer have access to OPUS.

Scenario

A resident requests an additional HD receiver as an add-on to their existing service. During installation, the technician is onsite and requires the receiver to be added and activated before completing the job.

Issue

Agents may receive an error or be unable to add the receiver because Smartaira no longer has access to OPUS. This can create confusion regarding the proper process, especially for MDU Direct-to-Home accounts.

Resolution

Step 1: Verify Account Type

Confirm whether the resident's account is an MDU Direct-to-Home account.

Step 2: Attempt Order Creation

If your team still has valid OPUS access (rare cases), create the receiver order through OPUS and proceed with activation.

Step 3: If No OPUS Access

If OPUS access is unavailable:

1. Contact DirecTV Research & Resolutions R&R Number: 888-981-1860

2. or Agent Services. Phone Number: (888) 342-7288 Dealer ID: 1776777

3. Request that they create the receiver order on behalf of the resident.

4. Once the order is created, contact IVR to activate the receiver.

5. Confirm successful activation with the onsite technician before closing the installation.

Step 4: Billing

The receiver charge will be billed directly to the resident on their next DirecTV bill. No separate Smartaira billing action is required.

Important Notes

• Smartaira agents generally no longer have access to OPUS.

• Research & Resolutions (R&R) can create receiver orders when OPUS access is unavailable.

• IVR activation is required after the order has been created.

• Procedures may vary depending on the account type, so always verify the account classification before proceeding.

• If there is uncertainty regarding the account setup, escalate to Research & Resolutions for guidance.

Key Takeaway

For MDU Direct-to-Home accounts where OPUS access is unavailable, Research & Resolutions must create the receiver order, and the receiver must then be activated through IVR. The resident will be billed for the additional receiver on their next bill.

This KB should be reviewed periodically, as DirecTV procedures and account management tools may change.