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TheSensFan
Guest
Mine is still stuck on the
Attention 015
Transponder 11
Pregress 2 of 5
What do I do?
Attention 015
Transponder 11
Pregress 2 of 5
What do I do?
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DEV666
Guest
C&P from the FAQ
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Chezz12
Guest
Spoke with a BEV representative yesterday while downgrading my BEV package and asked about the downtime. Was told they pushed new software (firmware?) to receivers for future enhancements and it caused some issues and they backed out of the changes.
Worst thing about this, I have my receiver set to prompt to install updates, was told by the BEV rep that they can override that feature when they want to update systems.
Not sure why they would do this update in the middle of the day.
Worst thing about this, I have my receiver set to prompt to install updates, was told by the BEV rep that they can override that feature when they want to update systems.
Not sure why they would do this update in the middle of the day.
I didn't have a chance to deal with this last night. Checked my 6100 this morning. Dead. As in no lights, no nothing. Held down power button, nothing; tried removing and reinserting card, nothing. Power-cycled the receiver. Nothing.
Called Bell, spoke with a friendly and knowledgeable tech support guy (for once...). He confirmed there was a software upgrade yesterday but didn't have more details about it. He had me plug the receiver into a different outlet, remove the power bar, etc. No difference. He then called his supervisor to arrange for a replacement receiver to be shipped. While he was waiting for a supervisor, I power cycled it again and it came back to life and locked on the signal. (I should mention that I own, rather than rent, all my receivers).
The interesting thing was that he said there were a *lot* of 6100s which were completely dead after this event yesterday and that they had a lot of calls like mine (but which didn't end happily) which resulted in new receivers being sent out. Also, his wait to talk to a supervisor was going to be about 40 mins, so thankfully we aborted the procedure. I requested a credit and he applied for a credit of about $2.60 (roughly 1/30th of my bill) - technically only one of my receivers was down so he probably didn't have to do that. Although the time I spent on the phone was far more valuable than that.
I'll add this whole fiasco to my general list of rants about Bell and refrain from doing so in this thread.
Called Bell, spoke with a friendly and knowledgeable tech support guy (for once...). He confirmed there was a software upgrade yesterday but didn't have more details about it. He had me plug the receiver into a different outlet, remove the power bar, etc. No difference. He then called his supervisor to arrange for a replacement receiver to be shipped. While he was waiting for a supervisor, I power cycled it again and it came back to life and locked on the signal. (I should mention that I own, rather than rent, all my receivers).
The interesting thing was that he said there were a *lot* of 6100s which were completely dead after this event yesterday and that they had a lot of calls like mine (but which didn't end happily) which resulted in new receivers being sent out. Also, his wait to talk to a supervisor was going to be about 40 mins, so thankfully we aborted the procedure. I requested a credit and he applied for a credit of about $2.60 (roughly 1/30th of my bill) - technically only one of my receivers was down so he probably didn't have to do that. Although the time I spent on the phone was far more valuable than that.
I'll add this whole fiasco to my general list of rants about Bell and refrain from doing so in this thread.
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tbusa
Guest
How many people was able to bring back their 6100 to life again? I just spent over 30 minutes talking to someone that I could barely understand to hit my 6100 and see if it wakes up?
and support asked me to wait a few more hours to see if it comes back on but right now its stuck.
I hope someone at bell looses their job over this upgrade. It just goes to show how much time they've spent "testing" this upgrade to ensure that nothing messes up.
and support asked me to wait a few more hours to see if it comes back on but right now its stuck.
I hope someone at bell looses their job over this upgrade. It just goes to show how much time they've spent "testing" this upgrade to ensure that nothing messes up.
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travisc
Guest
That's why you do this stuff at 4 AM - it shouldn't matter if you have to pay some overtime, the idea is to inconvenience as few of your paying customers are possible.
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Chezz12
Guest
They possibly may have thought of those reasons to schedule the update in the afternoon. However they could've (should've) schedule the upgrade to commence 4am or 5am, this way if (when) they start to receive calls of dorked receivers at least it's localized to Atlantic Canada first due to time zones and it would then give them time to back out of the update if needed before affecting a larger customer base. Sure most folks are at work during the day, I happened to be home sick at the time so it sucked for me. But my point stands, updating systems midday is not a good idea.
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Ex Agent EV
Guest
It's not a supevisor that would autorise that, but a TECH3 agent, which agents should refer to for the client as senior technical departement
TECH3 is a very small departement...if loyts of clients experienced the same issue it is therfore normal that the wait time was longer than usual. Also lots of CSR don't do the basic troubleshooting before calling in to that departement (like they should) , espacially when there is a generalised problem like that. They just assume that it's that problem the client is experiencing
You're lucky he had been that generous. The credit according to BEV should have been calculated that way: MONTHLY PROGRAMMING COST / 30 DAYS (ON THE BILL) / NUMBER OF RECEIVERS * NUMBER OF HOURS IT WAS DOWN
TECH3 is a very small departement...if loyts of clients experienced the same issue it is therfore normal that the wait time was longer than usual. Also lots of CSR don't do the basic troubleshooting before calling in to that departement (like they should) , espacially when there is a generalised problem like that. They just assume that it's that problem the client is experiencing
You're lucky he had been that generous. The credit according to BEV should have been calculated that way: MONTHLY PROGRAMMING COST / 30 DAYS (ON THE BILL) / NUMBER OF RECEIVERS * NUMBER OF HOURS IT WAS DOWN
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dosborne
Guest
I'm not sure the fine folks in Atlantic Canada would like your idea of being the guinea pigs all the time 
I think an alternative such as rolling out updates to limited receiver ID numbers would be more appropriate. Do test samples, increase the range slowly, monitor the number of inbound calls, etc. During the middle of the day when EV has staff/managmeent is the best time from their perspective although in the computer industry I can recall many time coming in the middle of the night to roll out updates.
I think an alternative such as rolling out updates to limited receiver ID numbers would be more appropriate. Do test samples, increase the range slowly, monitor the number of inbound calls, etc. During the middle of the day when EV has staff/managmeent is the best time from their perspective although in the computer industry I can recall many time coming in the middle of the night to roll out updates.
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Juggie
Guest
Just for the record Fast Busy means there are no lines available on the path of the Call.. Eg, lets say their call center is in toronto and you are calling from ottawa.
If you have this hypothetical setup
Your Local CO -> Main Ottawa CO ->Toronto CO->Front Street CO->Call Center
Lets say there are no trunks avail, or the call center is not allowed to generate anymore between the Toronto CO and the Front Street CO, then that would generate a fast busy. However if their T1/DS3 whatever they have going into the call center is full, then that would be a busy.
If you have this hypothetical setup
Your Local CO -> Main Ottawa CO ->Toronto CO->Front Street CO->Call Center
Lets say there are no trunks avail, or the call center is not allowed to generate anymore between the Toronto CO and the Front Street CO, then that would generate a fast busy. However if their T1/DS3 whatever they have going into the call center is full, then that would be a busy.