HD 9241 Time Incorrect - Help

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Savage110C

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I just left my father's house where he has a Bell HD PVR reciever (model 9241). The time is not set correctly on it, it is 5 hours ahead of itself. If the local time is actually 12PM then the receiver will indicate a time of 5PM. This is a great annoyance to my father and for the life of me, I can not find a way to fix it. I should also note that he doesn't have his locals. What should be his locals are coming in from the east coast (he's in Manitoba). It seems as though a postal code or something like a time zone should be entered somewhere in order to fix this problem but I just can't find anywhere in the on screen menu to do so. Anyone else have a problem like this? Anyone know how to adjust the time settings on this model?

Thanks!
- Dan
 
Yeah you have to call in and tell bell about it. Altough I thought the "Locals" were the same all across Canada, so I don't know what he could be missing. The receiver time comes from the satillite singal bases on the subs geographic info, so its strange how it is five hours ahead, I don't think bell has any subs in the Azores.:)

Did you try unpluging the receiver for a few mintues.
 
Was this recently activated?
Unplug the receiver's power cord for ten seconds. It will reboot. If the time is still wrong, you need to have a "hit" sent to it.

Call Tech Support - 5 minutes to 2 hours, it should start to work.
 
Thanks for the tip...I'll call him and tell him to unplug it for a bit. He swears up and down that the time was never right on it but I think that he accidentally did a factory default. Would that screw things up?

Cheers!
- Dan
 
If a reboot doesn't fix it, then you will have to call Bell support. The time zone information is stored on the CAM and therefore there are no settings in the menu that you can adjust for this.

Bell will either correct it or will have to send a new card if it turns out that one is defective.
 
Just a questionon that, seeing how it is a 9241 (cardless with internal cam) would they send out a new card or just swap the the receiver out.
 
If it cannot be correct with a "hit", they would replace the receiver.

I had a refurbished 3100 doing the exact same thing 2 weeks ago, Bell had to cancel all the programming, then start again, from scratch before it took the correct time.
 
I've seen the problem a few times...

Agent have an AHT (Average handle time/percall) to respect...since that AHT if not respected results in the agent not having his bonus he will do anything just to get you off the phone as quickly as possible. In a situation like this most agents will assume that a simple "hit" will reset the time

If you want to make sure you will only have to call once make sure the agent verifies, when you call, that the right time zone is entered in the customer's file.
 
Ex Agent EV: don't be bitter. The HIT is what fixes this problem 9 times out of 10, and usually within a minute or two of the agent sending it.

In this case, the "Time Zone" is the middle of the Atlantic. That's not an option in the customer's account. That's an authorization problem.

As for AHT, you should tell the whole story. Agents don't get their bonuses for having low numbers for First Call Resolution. Sending a hit just to get off the phone results in a callback, and that impacts the agent's bonus. Bell is working to ensure that customer service issues get resolved by motivating agents.
 
Your comment is way off-topic, Pinza. Good or bad training has nothing to do with this 9241's time being wrong.
 
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