I signed up for VOOM on July 28 under the 0/0 option and was finally installed on August 11. The installer was late but did a very professional job. All local channels scanned with a signal strength of 90 or above, and the satellite signal was very good. I had everything I was supposed to have.
Unfortunately, however, I had frequent drop outs and break ups of the OTA channels and frequent "No signals" from a couple of them. Most were unwatchable. I called VOOM and set up a service appointment expecting an antenna upgrade. A different installer showed up (in the middle of Tropical Storm Gaston) to replace my STB. This was okay since my STB had "developed" a problem: whenever you turned the set off, when you turned it back on, you had nothing but a blank (black) screen and have to reset the box. So he replaced the STB and told me that the only thing that would help my OTA reception was a better antenna. The new STB soon "developed" the blank screen problem - right after I switched it to "Native" mode. So, apparently, the STB problem was a software problem (at least in combination with my Sony GWIII) instead of a problem with my particular unit. The solution is obvious - don't turn off the STB. ("Doctor, it hurts when I do this." "Well, then, don't do that.")
Anyway, I called VOOM again and explained that it was an OTA reception problem, and that I thought I needed an antenna upgrade. They scheduled another service appointment. A third installer, David, called and asked me about the problem before he came out. I told him what was happening, and he said I needed an antenna upgrade. Since, according to him, VOOM takes up to an hour to approve an antenna upgrade, he called them from the shop to get the process started. They denied the upgrade. He came over anyway, checked the system out including the direction the antenna was aimed and said that the only thing that would help is a new antenna.
I called VOOM again and asked why the antenna upgrade was denied. (I was really nice about it.) No one knew, but they would escalate the problem. The next day, I was called by the escalator. He expressed frustration that the installer did not know what kind of antenna I had, and now he would have to send him back out to see what it is. (If I were setting up a customer database, right after how much they owed me, I would include what equipment we had installed, but VOOM must not think that way.) Anyway, I gave him the make, model and number of my antenna, and he set up another service appointment - I thought to upgrade my antenna.
On the day of the appointment - last Saturday, David called and asked me (asked ME?!?) if I had gotten approval for the antenna upgrade. I told him that I assumed so, that is what the escalator implied. He said that his shipment of antennas had not come in and that it would be a couple of days until he could install it. A few minutes after he called, DataLink (the company between Installs, Inc. and David's company) called me looking for David. I told them what he told me. They said that couldn't be right. The work order just said to re-aim my antenna.
I called VOOM - again! I politely explained the situation and asked what the installer was really supposed to do. The CSR (gosh, those people are nice!) put me on hold for about 10 minutes while she talked to Installation. She came back and said that I had been approved for a pre-amp (a pre-amp?) and that DataLink had said that the delay was due to the fact that David did not have one. I asked if I could just buy my own antenna and hook it up. She said no and started talking about liability and reliability and professional installation, etc.
I can't wait to see what David does when (if) he gets here. Meanwhile, the only watchable OTA channel yesterday was CBS. I had to watch the Redskins game on SD cable instead of in Hi Def OTA. I am starting to get reeeaaallllly frustrated.
Unfortunately, however, I had frequent drop outs and break ups of the OTA channels and frequent "No signals" from a couple of them. Most were unwatchable. I called VOOM and set up a service appointment expecting an antenna upgrade. A different installer showed up (in the middle of Tropical Storm Gaston) to replace my STB. This was okay since my STB had "developed" a problem: whenever you turned the set off, when you turned it back on, you had nothing but a blank (black) screen and have to reset the box. So he replaced the STB and told me that the only thing that would help my OTA reception was a better antenna. The new STB soon "developed" the blank screen problem - right after I switched it to "Native" mode. So, apparently, the STB problem was a software problem (at least in combination with my Sony GWIII) instead of a problem with my particular unit. The solution is obvious - don't turn off the STB. ("Doctor, it hurts when I do this." "Well, then, don't do that.")
Anyway, I called VOOM again and explained that it was an OTA reception problem, and that I thought I needed an antenna upgrade. They scheduled another service appointment. A third installer, David, called and asked me about the problem before he came out. I told him what was happening, and he said I needed an antenna upgrade. Since, according to him, VOOM takes up to an hour to approve an antenna upgrade, he called them from the shop to get the process started. They denied the upgrade. He came over anyway, checked the system out including the direction the antenna was aimed and said that the only thing that would help is a new antenna.
I called VOOM again and asked why the antenna upgrade was denied. (I was really nice about it.) No one knew, but they would escalate the problem. The next day, I was called by the escalator. He expressed frustration that the installer did not know what kind of antenna I had, and now he would have to send him back out to see what it is. (If I were setting up a customer database, right after how much they owed me, I would include what equipment we had installed, but VOOM must not think that way.) Anyway, I gave him the make, model and number of my antenna, and he set up another service appointment - I thought to upgrade my antenna.
On the day of the appointment - last Saturday, David called and asked me (asked ME?!?) if I had gotten approval for the antenna upgrade. I told him that I assumed so, that is what the escalator implied. He said that his shipment of antennas had not come in and that it would be a couple of days until he could install it. A few minutes after he called, DataLink (the company between Installs, Inc. and David's company) called me looking for David. I told them what he told me. They said that couldn't be right. The work order just said to re-aim my antenna.
I called VOOM - again! I politely explained the situation and asked what the installer was really supposed to do. The CSR (gosh, those people are nice!) put me on hold for about 10 minutes while she talked to Installation. She came back and said that I had been approved for a pre-amp (a pre-amp?) and that DataLink had said that the delay was due to the fact that David did not have one. I asked if I could just buy my own antenna and hook it up. She said no and started talking about liability and reliability and professional installation, etc.
I can't wait to see what David does when (if) he gets here. Meanwhile, the only watchable OTA channel yesterday was CBS. I had to watch the Redskins game on SD cable instead of in Hi Def OTA. I am starting to get reeeaaallllly frustrated.
Yeah, you're right. If I knew then what I know now, I would have just had the right antenna waiting for the installer when he first arrived. If he wouldn't put it up, I would. Unfortunately, I'm very stubborn. I have too much time, energy, money, aggravation, and ego invested in this to quit now. I'm determined that VOOM will get me an acceptable OTA picture!
