At my wits end

  • Thread starter Thread starter rp
  • Start date Start date
I know what you mean, but, lets take Rogers and Bell for example. If I were to change from Bell to Rogers, Rogers support is just as bad (in most cases much worse). So, when you look at all your options, if the support is bad, where do you go? *C? Less channels. Cogeco? Depends on your area.

It would seem that these providers have us right where they want us.
 
Come to think of it, you're totally right. I do remember dealing with a few CSRs which attempt to guess at your problem before hearing the entire issue. How annoying.
 
Hi everybody

Thanks for all the responses and thanks to everyone who offered to help me out.

After spending three days on the phone with approx. 5 tech support people I finally found someone on Monday evening in the TO/Montreal office who did a little more digging and said that my programming had been locked out since the 9200 install and that is why I could not receive TSN HD and why I didnt get the NFL Sunday Ticket this past Sunday.

She mentioned that the department she needed to talk to was closed (it was late PST time when I called) and that she would call me back on Tuesday afternoon evening with a resolution.

The CSR called me back last night (Tuesday) and mentioned that the issue was resolved (which I confirmed when the I tuned in and saw TSN Sportsnet HD). She also mentioned that I would still not be receiving the NFL Sunday Ticket until the 17th which is when my billing period starts so I will have missed the first weeks of the season.

I was given the first month of NFL ST free as a make up (ie two weeks free for the two weeks missed). I mentioned that I was disappointed that it took 4 days and approx. 4 hours on the phone to resolve this. She then gave me 3 free PPV movies. I personally felt that there should have been more but the lady I was speaking to was polite and actually did something to fix the problem so I left it that.

My biggest area of frustration is one that has been echoed in this thread and by others on the board and that is customer service. I spoke to 5 CSR's who didnt understand the problem and who kept telling me that "the problem would be solved within two hours b/c they had sent an authorization signal through". The individuals were polite but I dont think they had the training or skill set (or maybe they didnt care) to address this problem.

I also have had an issue with my 9200 and the fact that it takes 6-8 seconds for a channel appear on the tv when I change channels but was afraid to being it up b/c they couldnt sort the first problem out. Was told by a CSR on the first day it is normal and should be fine after a week. Call me crazy, but somehow I doubt that it will....
 
First of all, if you choose the options for technical you will never end up speaking to a TECH1 agent...TECH1 are agent asssigned to billin questions and programming changes.

When you select tech options you get a TECH2 level agent... They could be located at our Montreal office, were we have lots of Ha
 
This doesn't sound right. AFAIK, there is no reason they can't activate channels and charge on the next bill for a part month of service. It's done all the time with other channels.
 
At this point, my concern is that something else will screw up in my programming and then I will have to spend more hours being told to check switchs and wait for authorization signals that never seem to show up...
 
You see! That's the trap...you're now scared that something else will screw up sending you worse off than you are now.
 
The delay in changing channels is usually a second or two for me, it seems to vary sometimes, but is never six or seven seconds. It may just seem that long compared to other receivers/cable, etc. Try timing it, and if it is six or seven seconds, there is possibly something wrong. I'm not sure if signal strength would play a role in this, or perhaps there is an issue with the cabling/switch that is giving your unit problems. NIMIQ1 on these boards may be your best point of contact for that info.

As for the problem getting better after a few weeks, or whatever the csr told you, I'd be pretty confident in saying that they were talking out of the back of their head with that one. Maybe they think that you'll just get used to it after a few weeks (and you will).
 
What they did is just resetting the actual programming, not adding the extra code to get TSN + Sportnet HD...

When they added the code then you got your channels

There is no reason why you woudn't be able to NFL before the 17th...you can add programmig at anytime during the month

For the 1 month free of NFL Sunday ticket I'm waiting ou reply on how it has been applied to your account. I doubt that it will, and even surprised if the system did, cause there is no monthly rate for it, it's 4 payments for the year. Keep us updated!
 
I'm happy that you have made at least some progress with this issue. However as AEV states, don't be surprised if it isn't completely over yet unfortunately.

As far as the delay switching channels goes, a 1-2 second delay is common. Sometimes a reset of the receiver can resolve it.

Try:
1) Push and hold the front panel power button until it resets (about 8-10 seconds)
2) or; Unplug the power, wait 30 seconds, plug it back in
3) or; an NVRAM reset (you can search the forum on this. Note it will reset all your user settings so use as a last resort)
4) or; pull out the smartcard (optionally lightly clean the contacts with a SOFT eraser - NO LIQUIDS) and put it back in (assuming your 9200 has a card

Any one of the above chould potentially reduce the delay to the "normal" 1-2 seconds for picture when changing channels.
 
There is definetly no reason for him to wait until the 17th to get the NFL package...it should be immediatly put on the account

The proper procedure to credit him for the lost NFL Sunday ticket would have been the following calculation:189$ (cost of the package) / number of week NFL Sunday ticket last * number of missed week ends=credit he is entitled to. Then agent should have made a billing adjustement request for that amount

It is possible that the one month gets applied, but I doubt, because as I stated previously there is no monthly charges for NFL
 
Back
Top