James (ID: 8YC): Hi, my name is James (ID: 8YC). How may I help you?
James (ID: 8YC): Hello, my name is James and I'm with Advanced Tech Support. I'm sorry you're having an issue. I'll be happy to assist you today. Please give me just one moment to review your previous conversation and we'll take it from there.
me: OK.
James (ID: 8YC): Thank you for your patience. I understand that you are having issues with garbled playback if you leave a channel paused, skip back, or rewind back and you have reset the receiver, but the issue still remains since the S230 software update. Is that correct?
me: It only started after the S230 update.
me: And that is correct.
James (ID: 8YC): I'm sorry for any frustration that this may be causing. I would be happy to assist you further with this issue today.
James (ID: 8YC): Since you have reset the receiver, and it only started with the software, then that has narrowed down the issue. Please allow me a moment to check the known issues and check with our Technical Operations Team.
me: OK. James (ID: 8YC): Thank you.
James (ID: 8YC): Thank you for your patience. They have been seeing some reports of this coming in after the Hopper software update with a certain amount of Hoppers. I will need to submit this in a technical problem report to our engineering team for a resolution. Depending on what they find as the isssue with the software linked with the receiver and smartcard numbers, it may take 24-72 hours to be resolved.
me: OK. Thank you for telling me about this.
James (ID: 8YC): You're very welcome. If they find another issue or need any more information, they will also contact you by phone, email, or both.
me: Should I expect the software to update one night in that time frame? Or will it revert to the older software?
James (ID: 8YC): It will stay with S230, since that is the most recent, but what every fix the get for it will come through during a update that happens overnight.