Missing channels - synchronization failed

  • Thread starter Thread starter HarmsWay
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HarmsWay

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I have three receivers. All were working fine four days ago. Now one (a 6100) is missing all the programming. I tried the resync via the Expressvu website and it didn't pick up any channels. I reluctantly phoned their support line and they assured me that 'within 15 minutes to two hours they will all be working". Well that was last night and as of this morning I still had nothing. Any suggestions?

I'm a 10 year BEV customer, but this on top of constant little problems has got me ready to drop them. Thanks for the help.
 
Have you run a "Check Switch". That will help to determine if there is another underlying problem.
 
Yes I ran check switch first and checked signal level on all the transponders. Then with the CSR I checked the switch again and checked level on transponders 1 and 13. All good.

Maybe I should clarify, I still get the 11 or so free BEV channels. I just don't get what I'm paying for.
 
I sounds like the receiver has for some reason "lost" its authorization.

It should be an easy fix for bell by them just sending a 'hit' to the receiver again.

Ensure that you have signal on ALL transponders and then all you can do is call Bell TV and they should be able to fix it within minutes. Although they always say within 2 Hours.

I take it that you have recently changed the Smart Card.?
 
I'll phone again, but that's what they said they did last night. So neither my self-serve hit nor their hit fixed it. 0 for 2.

I just checked signal on each of the 32 transponders for both satellites again. Everything between 65 and 89. Check Switch passed again.
 
Well that's 0 for 3. Like the last CSR, he kept me on the phone for 10 minutes trying the hard sell to upgrade programming. I told the guy tonight that as long as I'm not getting what I've already paid for he's not going to sell me any additional programming. Maybe they cancel the hit if they didn't sell anything.
 
You could remove then re-insert the smart card and that will force a guide download. Unplug the receiver for about five minutes then plug it in. Do a reset of the receiver. Those are all the tricks I know. Good luck!
 
You never answered Pinza's question if you have done the card swap. If it isn't done within a certain time-frame then programming is cut off. Perhaps this is what has happened to yours. People are getting warnings to do the swap before even receiving the cards from Bell. Perhaps this is what is going on.

Perhaps someone entered a typo on another account and removed authorization from yours. I'd first swap the 6100 with another of your working ones just to eliminate a line problem but it's likely sounding like a screw-up on Bell's end. Phone in again and pursue this angle and ask to talk to a level 2 CSR and up until you get an answer.
 
I did the unplugging as one of the first attempts to fix it. The last CSR had me unplug the card and re-insert. Yes, new card which has been working for some time. The CSR confirmed the S and R numbers. Which reset?
 
Sounds like the card may be the problem then. Perhaps ask if they will send another card for the 6100 which should also solve any typo problems on their end as well.
 
All the agents (unless you speficly selected billing) are TECH2 level. I think you mean TECH3...

An agent can not transfer a call to TECH3 unless he went throught all the troubleshooting procedure already



Unless they changed the system it's a procedure you can not reverse

Agent have to make a sales attempt every call or else he would loose 30 points if he gets listen to on that call
That rating is important since it's one of the criteria to get the bonus



I had trouble when I got my new card for my 9200... I had the same problem you had, lost all channels, but everything was hooked up right and I had an excellent signal (over 80% on all transponders). Call 3-4 times, agents were telling me they were sending hits, but nothing fixed it. I finally called to say I wanted to disconnect and a very polite and pleasant gentlemen (whit a lovely south American accent!, a plus) asked me why, so I explained him all the troubles i've been having with my 9242, then now, my 9200. Whithin 10 minutes my channels were back! Don't know what more he could have done, probably just send another hit
 
I have seen lots of receivers 'loose' programming after the Card Swap but a hit will normally fix them, unless there is a problem with transponder #6.
 
Interesting. Almost nine hours after I talked to the last CSR the channels start appearing. They all seem to be there now. That doesn't sound like my card fixed itself. More like they finally figured out where they screwed up.
 
I think it was most likely a case that the CSR's kept typing in the wrong R00 #....It happens a lot.
 
That is a very good question.....lol

I have seen more receivers that have 'lost' programming in the last 4 weeks than I ever have, no one has offered me an explanation, as yet.

All receivers had the New Smart Cards....So that may be a contributing factor.
 
I could see BEV randomly killing activation to ensure the receivers without phone connections are where we say they (as opposed to homes of friends and relatives) but in my case my 6100 is the only receiver that always has a phone connection. The other two receivers can be connected to a phone line if necessary but normally they are not.

Oh well, I'll likely give Shaw a go in a few months when I want to add an HD PVR.
 
What they explained to us when I started working there is that receiver "loose" the memory of the channel you suscribe to if it's not hooked up to ensure that if that receiver has been stolen the thief woudn't be able to watch your programming and order some PPV that will get billed on your account

Also they made the receivers that way to ensure that the "cottage policy" is respected... Most people that have cottage unhook the receiver when they leave cause they consider that "saffer" if there is a storm. After 3-4 weeks the receiver "loose" the memory of the channels you suscribe to, so next time you go you have to call Bell (or go on BELL.CA) to send a HIT and restart the programming. The person ould say:"I just got to my cottage and I don't get the programming". The agent will then ask the receiver number, send a hit, and transfer the call to SAT departement. SAT will confirm the R00(receiver number) and deactivate all the other receivers that are on the account since 2 locations can not be active on the same account at the same time
 
I know that a receiver that is NOT connected to a sat feed looses it's programming Ex Agent but what we are talking about here are receivers that ARE hooked up and just "loose" the programming.

Some times pulling the Card and re-inserting fix's the problems but most times it involves calling India.
 
one way i know that you can loose programming is if the IRD is not powered up (as in unplugged or no power) for a day or 2. after that when you plug it back in you will have some or none of your subbed channels
 
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