Call from BEV to "inventory" my receivers

  • Thread starter Thread starter I_Want_My_HDTV
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Then why don't they do that? Why do they have to assume their PAYING customers are stealing "THEIR" signal?
 
Yah, so I still have a problem with this: a message was left Apr 28 with someone of no legal standing on the account to "call back" and on May 1 all the receivers were shut down. Does this mean Bell stopped billing all services on Apr 28? or May 1?

Maybe Bell thought ONE of the receivers was dodgy; why not curtail viewing on that one? And stop billing it at the same time?

I have examined the Bell online contract and nowhere does it say Bell will cancel service based on a customer not calling back in 48 hours if it leaves a message with someone without any standing on the account.

Certainly anti-piracy measures are a good thing. And just as certainly this audit program could be managed in a much more customer friendly fashion. Like, maybe, starting with the notion that PAYING customers are innocent until proven guilty?
 
Service agreement (********/satelliteagreements)

5-About Your Use of the DTH Equipement
a) The IRD Receier/Decoder Unit
Your right to receive and view the programming is grated only for IRDs situated in Canada that have been autorised by Bell Express Vu to receive such Programming. You IRD will not operate whithout a Smart Card. Express Vu reserves the right to verify that the service adress is in Canada and that all active IRD's on yu account are located at the adress listed on your account as your 'service adress'

b) Programming requires telephone connection
Express Vu requires each IRD to be directly and continuously connected to the same operating telephone line associated with you account. Any exeption to this requirement must be approved by Express Vu prior to the activation. Connection to a operating phone line is a condition of our grating you the right to receive and view the Programming and we may, in our sole discretion, disconnect some or all Programming if we determine that the IRD is not connected in that manner. We may verify the location of your IRD remotely or by contacting you directly. If Express Vu is nable to contact you to perform this verification, it may limit signl reception to a single receiver to a household containing multiple receivers.

f) Additionnl IRDs in the same household
It ia a condition that any additionnal IRD/Smart Card combinaison(S) rented or purchased and activated to receiver the same Programming as your intial IRD/Smart Card must be located at the sevice adress listed on your account and must continuously conneted to the same operating telephone line. We may, in our sole discretion, disconnect the Programming of any Suscriber that activated additionnal IRDs in breach of this section.

g) Vacation properties or Secondary Locations
No exceptions are mad to section 5a for customers using the Express Vu at a secondary location, vacation property, or mobie units, such as a camper, boat or recreationnal vehicule. Under no circumstances, including vacation properties re customers permitted to maintain multiple IRDs on one account that are active at different locations simultaneously. If an IRD is installed on a mobile unit such as a camper, boat or other recreaionnal ehicule, you are permitted to have only one IRD active on that account

For further questions about cottage policy you could also call our SAT (Service Assurance Team) at 1-866-395-9994 from 10 to 10 Monday to Friday (Eastearn Standard time)and from 10 to 6 on Saturday (Eastearn Standard time). They are closed on Sunday

That departement is THE ONLY ONE who could re-activated a disabled receiver due to that policy
 
Agent,
Dosborne is correct. I'm not sure what you're thinking. Just because they could put a tab on the website, doesn't mean that it would allow the customer to activate both home and cottage at the same time.

Personally I think Dosborne has the right idea...

Nem, who likes web page applications
 
The point that nobody seems to get is that we are nt telling the client no to use the receivers at their cottage, but not to have the cottage activated at the same time as their home...

All we ask them is a simple call to turn off home receivers and in the cottage.With the cable guy you would have to have 2 bills (1 cottage, 1 home).

And it seems that nobody understands that this is a policy that CRTC forces s to renforce, not an Express Vu policy. That policy is the same for all providers, but the other guys just decided to ignore thoses laws
 
Hello,

Does the location ID of a receiver roll randomly on it's own, at a specific time of day or when a bell rep sends the signal? If a person was to have a receiver at a different location could'nt you just write down the location ID and have it on hand when you call bell in case they ask? I understand the ID doesn't actually tell you where the receiver is but the fact you are looking at it when you are on the phone with them.

Thanks,
 
Hypothetically speaking, 3 friends could share 6 receivers and pay 1/3rd cost each for a full $100 a month package!! ;)
 
You might just as well tell them NOT to for all the hoops you make them jump through.

The point that Bev doesn't seem to get it that it makes being a Bev subscriber significantly more onerous and it's just an asinine policy.

For a small nominal fee to the sub, you remit a wholesale portion to the content providers that are entitled to it and everybody is happy and legit.

The other guys DON'T ignore the laws, they just implement them in the most customer friendly way.

The same way they implement signal substitution, on a postal code basis as the law requires and NOT on a national basis that cause great concern for subs that should NOT be affected.

Why is that Bev doesn't have the computers to deal with this and billing and all the other STUPID things they do when everybody else seems to GET IT RIGHT??

Bev should be one to talk about ignoring laws with their ignored piracy problem and the resultant loss to the whole Canadian TV industry, law or no law, it's morally reprehensible if not breaking the law of your BDU licensee.
 
This is exactly why that departement was created...to avoid that kind of situation!
 
Bell does have an anti-piracy departement...it's the same group that is responsible for verifing receivers
 
Article 5a) Express Vu reserves the right to verify that the service adress is whithin Canada and all active IRD associated with your account.If Express Vu founds that a customer doesn't follow the policy, or all other one, they could deactivate their programming whithout notice (By the way this is a personnal translation, I had a Frech copy in front of me)
 
Or you can pay $50.00 with the competition and have both residences turned on at the same time with proof of cottage residency, also have both cottage/RVs' hardware, external and internal equipment, covered under warranty with service calls at no extra cost. I don't know how they do it, but the $50.00 is new since the CRTC's notice on Account Splitting and it seems to fall legally within the system. With 1.7 million subs, and dirt cheap equipment whored out by DISH Network you think a similar program wouldn't be an issue to create and manage.
 
Does Bell need to attack their paying legit customers to prevent piracy? No they don't, but this is exactly what is happening here. I don't have FTA, OTA, or anything else that allows for non payment but receiving of signal. I don't have an alternate residence. I don't share with my neighbours.

There are no personal attacks, just a lack of communication. Very similar to the problem I have always had with dealing with Bell directly.

In my case, referring to your "cable coming loose", my cables are in a unreachable area currently and have no moved. As I mentioned a few times now, all the dial out tests come back positive (meaning checking for dial tone).

So, something this trivial should be left to rest? So if Bell can't satisfy their customers by having a process that works, customers should just pack up and leave? Most of customer service has done out the window because of statements like that. So if your 9200 receiver can't feed your TV with DVI but it can run with component, does that mean you are getting your HD signal so shut up and enjoy? Your statement is far to cut and dry and blanketed. As a consumer, you have a right to stand up for yourself and be heard. If you are not getting the service you are paying for, you speak up about it.

And btw, it wasn't a 5 minute phone call (although it sure should have been if they had a good policy in place that favored their paying customers). I was on the phone twice. First for 30 minutes with a rude and aggressive lady and second for over an hour with someone who didn't speak English or French to solve the same problem. The best thing about it all, was the problem was NOT solved. All because of the receivers Bell has provided me with weren't dialing out.
 
By the way, I don't consider 2 hours very quick. If the procedure took no more than 15 minutes, no problem. I have, on two seperate occasions, had the pleasure of waiting up to 72 hours to get my programming up and running again. Every time I called in, I was told that I had to wait a minimum of 24 hours before they would hit my receiver again. After three days of this, I was put through to someone in the tech support department and he had me up and running in a few minutes. I don't seem to have this problem on the newer receivers, but only my old 2700. Anyway, too much BS for taking a receiver camping. I just take it now whenever I go.
 
For call centers there are three vendors:Nordia, NCO and Teleperformance...neither of them gets employe discount

Once again Nimiq 1 arguing about something you don't seem to know about!!! Call the call centers, pretend you want to be an employe and you'll see! I think I know better than you what I am and what I'm not getting!

And yes i'm a CSR, actually senior CSR

That code could end up being removed by mistake when changing the programming, if not, we are not supposed to remove it
 
No doubt that she didn't pass on the message fully to me about calling them by a specific date, but regardless, they didn't speak to me, the account holder so really there should have at the very least been another call to ensure that I was informed. As I also said earlier, if they'd called and simply left a message on my answering machine and I just happened to be away on 2 weeks vacation, my service would have been still cut off and I would have lost all my shows for that two weeks.

As for the wait time, perhaps both times I caught them on bad days when I called in, but it was definitely over 10 minutes of wait time. And I notice you quoting Bell policy. What kind of policy is it that assumes because I don't call them back within 3 days that I naturally must be stealing from them? Good thing our justice system doesn't work that way. "Well sir, you were in the store that had a theft in it, so you are going directly to jail" Bell should really rethink how they go about their verification process or else they are going to get a lot of irate customers who are doing things legitimately but get screwed around.
 
It's a matter of how you are perceived. Your answers speak of someone who possibly knows the insides of Bell and their procedure. I didn't mention once about your agreement with policy. Again, it's how you're perceived.



When I was called the first time, the person on the phone was very aggressive and not friendly at all. I pay over $100 a month on ExpressVu a month and the least I would expect is a little respect. So, of course, I took the same tone with her. She said that there are receivers in my house that need to be verified. I said which ones? She said she doesn't know until I give her all the information she requested from all the receivers. I said I don't have the time nor energy to go around telling them the information from my receivers if they can't even tell me which receivers aren't dialing out. So she said, in a very rude tone, that she will just have to tell her manager that I was cooperating.
Cooperating.....HAHA....can you believe that crap? SO....a few days later, I received a phone message that I needed to call them back to verify my receivers. Seeing that I was sick and tired of this, I called. Another lady answered the phone, this one was less rude but just as aggressive. I asked her the same thing, which receivers are the problems? She said that a 4100 and a 6100 were the problem but she needed all the receivers anyway. I asked why, and she said to update the records. So at this point, I could really get into it with her, but why bother. So, I went alllllll around my damn house. I then asked her, if my receivers are all plugged into the phone line and all of them are coming back from phone jack connection test positively, why do I have to go through with this? She had no idea and said she could transfer me to tech support to help me with that. I agreed, so after waiting on hold for around 10 minutes, I encountered my other favourite experience with Bell. A rep which didn't speak english nor french. So, after attempting to convey to him that all the receivers in question are plugged into the phone line and are working but yet, Bell is not receiving the information they need so they must be defective in this way.....I couldn't get this through to him. So I gave up. This is what I mean by "uber" crap service and support from ExpressVu. (I won't even get into Bell land line support or Sympatico support).



If Bell bothers 1 customer for no good reason that their sad systems can identify, that is too much. With the vast amount of money Bell receives from their customers, they should have a system that works and give the customer the benefit of the doubt. From what I have read and heard, Bell thinks that if a receiver has not called in for a while, there must be theft. There are 100s of reasons why this could happen. I would say that 80% of the reasons are Bell related and there for to be blamed on Bell.



Bell is lacking because they automatically think that the customer is a thief by the tone they raise with you. Why not call the customer, asking them if they know if their receivers are plugged into the phone jack. If the customers says, yes they are, then send a request to the receivers again to call in. If the receivers are still not working, get the customer to attempt a dial tone check within the receivers menus. If this comes back functioning, then the damn receiver is fubar and should be replaced. At no point here was the customer blamed. If the customer refuses to plug the phone jack into the receiver, they are in violation of the agreement that they have made with Bell and they lose their signal or give them the information manually.

Bell reps have a LOT to learn about treating their customers well (never mind either of the official languages).
 
I don't have any of my receivers hooked up to a phone line... nor to I have time to be calling bell when the fateful day comes.

Is there a way that I can "dial out" with the 3 of my 4 receivers, where its feasible to do this, to be taken off the "to call list"?

I see there's a 'dial out' function on the 6131 in the diagnostics menu, would this work?
 
ENOUGH

Anymore flames or rude posts will be deleted. Lets keep the rhetoric out of the discussion and stick to the facts.
 
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