At my wits end

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I accepted a retention offer and had a 9200 installed on Saturday afternoon. I also have a 6100. Since the install, I have not been able to receive channels 850 TSN HD and 851 Sportsnet HD. I also did not receive the first week of NFL Sunday Ticket.

Since Saturday afternoon I have called and talked to three tech support people and done the whole reboot check switch check transponder three times and was told each time that they will send an authorization and that it should be up in 2 hours.

Well it is Monday afternoon and still no luck and I dont have a good reason as to why I not receiving the channels. These channels do not show up in the EPG even when i select all channels. Online programming shows I have these channels.

I don't want to call in and talk to front line tech support guys again as they have not been able to help me. Is there someone else I can call? I just want someone to tell me what is wrong and fix it.

Any help or suggestions would be appreciated
 
In cases like Nimiq 1 describes, were CSR clearly isn't listening to the customer or like ltldevl says "assumes" what the problem is, that is a case where I would ask a supervisor. I woul make sure he knows the way that his agent takes the call so that she could be "coached" on it
 
Useless... A supervisor has acces to all same tools then agent. To be able to be transferred to a tech three agent you have to first speak to a tech 2 and he has to do all the troubleshooting...

Back to the problem... If I understand TSN & Rogers Sportsnet are missing? The other HD channels are there? Ask them if the code for TSN HD ha been added on... When we had the HD pack and client has Sports 1, we also need to add a cde for those channel to be on
 
Which is why, ALL our Technicians record the CSR's Employee number at the start of every call. Very important.

These numbers are pulled of the Work Orders by our office staff and we keep a Database of all Problem calls into Express Vu and then send in our Chart of CSR's performance. It's nice to be able to rate Express Vu's actions, although nothing seems to happen to the ones permanently at the bottom of our league table....
 
From your post it almost sounds like you are saying that you HAD the 2 channels before you had the 9200 installed, it that correct.?

I have no idea why on the receivers there is even the option to "Show all channels" in the guide, my receivers have NEVER shown all the channels I do not subscribe to, they are just "missing".
 
did you tune into channel 198?
i had the same problem when i "upgraded" my package
they added the new theme pack, but TSN, RaptorTV, and some other vanished
took a few calls in
check switches
check signal level
pulling some hair out
tuning to channel 198, then finally, like magic, they were back
 
channel 191 used to be the "Magic" channel, now I guess it's 198, I think that is called inflation.......What next 205...?????
 
rp did your channels come in yet sorry no one had any help. We all got to wait in line on the phone but as you took a retention offer you know this more than the rest. talk to you later
 
I had a similar problem when my 9200 was set up - in my case, TSN-HD wasn't showing up - not in my guide in red or anywhere (although, throughout this, I continued to receive TSN-SD on channel 400).

My advice - call during business hours. Yes, it's a nusance - and BEV should be properly supporting their customers - but the fact is in my case, after hours and hours and multiple frustrating calls on evenings and weekends, my problem was FINALLY fixed in a short, twenty minute call on a Tuesday afternoon.
 
No, actually it has to do with being sick and tired of speaking to people who can't do their job obviously.

Back to the problem at hand.

Don't waste your time with anyone else. If you're system isn't up soon, you should be demanding a credit for all the time lost.
 
I am having the exact same issue. For some reason, 2 days ago, my 9200 was deactivated. I have since got my programming back, but do not have TSN-HD. I guess I have to start the calls........
 
You can demand to speak to a level three tech, and being very insistent, they will pass you through. Although some seem to believe that since they all have access to the "same system" that no one can possibly do something different/better, but that is simply incorrect. There is a reason people are suggesting you talk to a level three tech. The simple FACT is that many of us have had little to no success with the standard BS troubleshooting process that csr's run through for every little problem, and level three techs seem to be able to solve these issues without wasting our time.

They are more thorough, more informed, and less rigid in the "script" they follow. It is a fact. Some CSR's won't want to pass you along to a level three tech, but all level three techs will tell you that you are more than welcome to talk to them if your problem isn't resolved by the CSR.

It is this attitude, taken by many CSR's, that gets them the rude treatment they often receive from their frustrated customers. Until they realize that customers don't want to continue dealing with them when they have proven that they can not solve their problems, they should expect to continue to receive this rude treatment.
 
So I think the problem everyone has here is: why must you call 3 or 4 times to solve the same problem? Where is the break down in support? Are the CSRS or Techs or which ever not listening? Assuming? Not understanding? Not sure how to fix it? I would love to be a mystery shopper for call centres. :) I think that the confidence in Bell support (and many other companies as well) has dropped to such a low level, that most people don't expect much from support. And now, this has turned around on the consumer by allowing companies like Bell to provide such poor support and get away with it.
 
They may all have access to the same systems but it seems not everyone has access to a fully functional brain.

By escalating the calll the general consensus is that brain access is facilitated. It may not be a 100% hit rate but much higher nonetheless.
 
Possible, but obviously, their position should allow them the authority not available to a common CSR. Besides, why else do you think those positions exist? It seem to me that some CSR are having delusions of grandeur and self importance to the point of arrogance.


Not to put them down or anything, but it seems that a lot CSR are trained to follow scripts. How else do you explain a "check switch and cycle power" steps when your are obviously already connected to a sat signal and getting other channels. To me, the CSR is paid to "do all the troubleshooting" but I for one do not want to blindly follow someone else's direction without proper tought into the problem at hand. If I do not want to follow those scripts, then transfer me to someone that can think of the relationship between the problem and the possible causes for that problem only.
 
Well, I agree, but I wouldn't say Bell is getting away with it. Level of customer support is certainly a consideration for me when considering whether to change providers. Up until now, the level of support vs. price of services hasn't moved me to change...but if it gets any worse...
 
The language barrier is not as great as the "lack of listening barrier". The CSR's are always attempting to answer our questions, BEFORE we ask them, it is so frustrating.

It would also be perfect if you could get a Yes or No answer, to a straight question.
 
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