Bell TV Self-Serve

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topherpaquette

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FYI...

Self-Serve for bell tv through their website no longer allows you to remove programming that equals less to the amount of your monthly service that you currently have. I just tried to remove the Lifestyle 2 pack from my service ( we never watch any of these services ) and this is the message I recieved.

"With My Bell, you can only change your programming lineup for one of equal or greater value. If you wish to proceed with your new selections please call 1-888-SKY-DISH to get help from a BELL TV representative"

A bit of a pain in the but but retentions offered my the theme pack for 40% off for the next three months.
 
I don't believe you could ever have downgrade your subscription by the website, you could only "enhance" your programming
 
i've had no problems doing it in the past. I used to add Movies East for a few months the past few summers and could always take it off on-line in self serve without any problems.

they made a lot of changes to self-serve in the last week ( i am a frequent user) and you are now able to add even premium sports (ie MLB, NHL, NCAA) through self serve where in the past you used to only get by calling in
 
In the past I had no problem removing or adding programming online,but now I just get this message on my upgrading programming page.

"We cannot make the changes you requested online. Please call 1 888 SKY-DISH (759-3474) to get help from a customer service representative."

The page only shows the themes and channels I subscribe to,nowhere is an option to look at other themes or channels.I am not looking to make a change,but if I wanted to,I must call it in.
I always could do it online in the past.

I did notice the layout of the page is different now,bell must be doing some updating.
 
I recently removed some programming without any problem. One thing I couldn't do was remove the old News & Learning 1 theme pack. It took two phone calls to get a CSR who knew how to do it. The web site is kind of screwy though. Finding the correct web page that let me update existing programming was not easy. Never mind that the Bell site often is very slow or doesn't work at all.
 
I really hope this is not going to be a permanent thing because I change my programming around a lot and I don't want to have to call in


Scarybob, they have changed that in the last week. I was able to remove the old N & L and add the new N & L online a few days ago.
 
yeah, the layout has changed a bit but if you look to the right hand side of the screen when your viewing your program lineup, there is a tab that is called "View All Programming". If you click it it brings you to the old screen where you can see all the channels / packages offered and check off or deselect the programming that you have.
 
Topherpaquette

I just get a list showing my Current Programming,nothing to click on to see my programming options.


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Do manually added channels (eg centre ice & raptors HD) still disappear if you change your programming online?
 
yeah.. never seen that screen warning before. i get the call in message after I am on the page looking at my themes and programming lineup.
 
It's been a couple of weeks since I noticed the change in the menu,I did change my programming a couple of times prior to the new layout with no problems.

Anyways,I have to call Bell in a couple of weeks,I be asking why I can no longer use my online page to enhance my programming.
 
When I worked at Express Vu (until September 2007) it was the same thing...you could add online, but not remove for an amount that equals less then what you were already paying

Why?
If you use the automated system to dwongrade your programing that system won't ask you why you are downgrading and won't be able to ask you what type of programming your are watching (like the agent would do). They are therefore unable to offer you a replacement theme for the one you are trying to remove. If you call an agent to remove that theme pack he would ask you why you are trying to remove it, ask you what you like to watch, and make you a sales offer. If you refuse he would have to try at least once to convince you to take it.

The sales part of the call counts for a total of 30% of the evalution when the supervisor listen and evaluate a call...

That rule is also very unfair to the agents...Bell agents have to inform the clients on their self serve tools on each call (or else they loose 5% if the call is evalued) and the client is informed on the self serve tool while being on hold. There is therefore more and more clients going on line to make the modification they want, creating less sales for the agents. Agents have monthly bonus and bi-monthly bonus at certain sub-contractors based on the RPC net (revenu per call). That RPC is the total of upgrades - downgrade / number of calls. Since more and more clients are going on the web to make their upgrades and it is mostly people who wants to downgrade that call, that target is barely impossible to reach.
 
It's changed since you were there. RPC is not as big a factor, and downgrades are way less damaging to an agent's bonus than they used to be. This helps to prvent agents from deliberately hanging up when a customers calls to downgrade.
 
maybe this was just something that caught up with me but for the last three years I was able to add or remove programming at my pleasure without any restraints, regardless of the $ value of my programing. Just my 2 cents
 
So after two years of being able to change my programming myself, now I am getting the same message the past few days. Does it go away after a while or will I have to call them?
 


It didn't prevent the 4 agents I spoke to not to do their jobs when I tried to downgrade my programming...the 5 guy, who works at Nordia (can't recall if it's Quebec or Sherbrooke), after I clearly requested a supevisor, upset that it took that much of my time already, was all of the sudden able to complete the downgrade right away.

Back to the OP question...are we able to "downgrade" on line?
 
Wow. In 6 months I've only gotten the Bell self service enhance programming to work once in about 50 tries.

My changes get submitted and then after it a few minutes waiting I get the Bell "The page you are looking for doesn't exist error"

(Safari and Firefox on OS X and IE 8 and Firefox on Windows 7)

Sure like to know what you guys are doing to be able to change channels so often.
 
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