Ugh, calling Spectrum doesn't get me a tech when I call. I get an Asian-accented person who appears to be searching a database of key words.
|
One thing I could say about Time Warner is that when I needed technical help I could get it and felt comfortable that I was talking to someone who knew the equipment.
One of my DVR's kept shutting down and rebooting which played havoc with my recordings. (Once it chopped an hour program into 17 pieces.) I took it back yesterday and got a new one (old one was Pace, new is Arris Motorola).
I set it up, called to activate it, waited for setup to finish. At some point whatever channel I watched last night or today went black with no audio. I rebooted the DVR several times (unplugging it and using the online reboot option). The channel guide never fully populated so I can't reset my recordings. (Fortunately there's nothing on the weekends that this machine would record.)
Yesterday I chatted online with Nashok V. before I got the OK to take the old box back. That was fairly frustrating because he kept going back to his script and I had to repeat things. Today I talked with a pleasant young-sounding woman who's name I did not understand. She wanted to help and ended up giving me the option to take the box back or to have someone come to the house. I told her to just send the signal again and I'd wait to see what happens. 30 minutes later I turn on the TV and the picture goes out. It will come back if I change the channel up or down and back - that is, if I'm not getting a "one moment please, this channel should be available shortly" message. I can still channel up then back and the pic comes back. Annoying.
I also asked the young lady how I can get the new box to display time instead of the channel. She looked it up and tried to walk me through it on another box (same brand). The Settings button on two different remotes isn't working.
She asked me at the end if she'd helped me resolve the issue I called about. I told her I wasn't happy that I got her - no offense to her, I said, it wasn't her fault. I told her that I was used to talking with a tech and that I didn't believe she was a tech and was just reading a script based on key words. She got kind of quiet. I never got mad at her, never raised my voice (although at one point she had asked me if the problem I was having was just on one program and I responded, I don't know, I haven't had time to watch all 900 channels since setting up the box yesterday).
I wasn't happy when Time Warner took over Insight (they were great) but as I said I had good calls with TW when I needed them (also got pricing issues resolved in my favor, as well - I got 200mps internet and only paid $1 more than I was - after returning a dvr I wasn't really using). So I became fairly satisfied with TW. Hopefully, the same will happen with Spectrum. It could be that I just got a bad box.
While I was typing this I got an automated call from Spectrum asking about my contact with them. I told them I wasn't happy with not getting a tech, that the person I talked with was professional and pleasant but I wouldn't want to talk with her again about a technical issue. I also complained that I would have to drive 20 miles if I wanted to swap out the box today. My local office isn't open weekends.
Something else the old box was doing was it wouldn't let me watch certain programs On Demand - Colony and The Expanse being two. The program would start and within a couple minutes the box would reboot. I'd try to watch again - same thing. This also happened a few times when I recorded the same shows and tried to watch the recording (Legion is another one). It was downright freaky-scary that this was happening. I could watch all these shows on a different box another room but not in my office.
|
Responses:
|
