Why so difficult bright house? (1 Viewer)

Register Today to see less ads! It's Free!
Why so difficult BH to acknowledge limitation of SDV causing "channel unavailable, try again later" messages? Why so difficult for BH to say to me...we are aware of SDV limitations causing unavailable channels, we are working to upgrade our system to completely remedy this issue, in the meantime we will gladly adjust your monthly bill, as to reflect the loss of channels. I have had at least 15-20 email correspondence with "e-care specialists" to try and resolve issue, with the exception of one called Odane all of them will not even acknowledge SDV in their reply emails, no attempt to explain SDV, pros, and cons, not even argument against SDV causing issue. Just one after the other, saying same thing, reboot DVR, if that does not work, tech must be sent out. As stated in other threads here by me, I initiated upgrade from basic/standard analog channels to digital (HD DVR, HBO, Max, TMC, Showtime, Starz, Encore, back around middle of December 2013. For over two weeks, service was perfect, all channels came in fine, and I watched MANY of the premium movie channels. Why so good then, and not now, perhaps it was last two weeks in December, many folks out and about for the holidays, not as many people watching tv, so more frequency streams available for me to watch what I wanted. Channel unavailable messages started popping up right after 1st of January...hmmmm, interesting. Why so many "e-care specialists" unaware/unwilling to address SDV. Are these people not aware of the system BH is using? Seems odd. Are these people told by their superiors not to discuss SDV with customers inquiring about it, especially if it is causing unavailable channels? Not easy it seems for BH to acknowledge issue at their end, frustrated customers, customers rightfully demanding compensation for loss of service. BH needs to step it up and have some integrity about themselves. If indeed they are upgrading their system to remedy this issue, FINE, I can be quite patient with time it takes to do that, I am not however at all patient with refusal to adjust my monthly bill for services not delivered. So far adjustments made for January, and February to tune of 15-17$, I am told no further adjustments will be made. Not acceptable. How does BH justify charging for service it knows full well it can not provide? Again time to step it up, show your customers that you have some dignity, and integrity.
 
Register Today to see less ads! It's Free!

jcarrera

SatelliteGuys Pro
Dec 15, 2006
901
0
Florida
certainfinger (interesting name)...
since you are heavy into pointing out things you do not like about BHN,
may I be so bold as to ask that you put some paragraphs in your writing?

As one huge paragraph, it is very hard to wade through it.
 

jcarrera

SatelliteGuys Pro
Dec 15, 2006
901
0
Florida
...you can enjoy any channel at anytime.
Well, not really. Not during heavy rain which we have fairly frequently here in central FL.
Not so much during the winter, but summer is a different story.
And it seems to always happen just as you are into something you really like.
 

BHNtechXpert

SatelliteGuys Pro
Pub Member / Supporter
Nov 3, 2011
196
2
Florida
Why so difficult BH to acknowledge limitation of SDV causing "channel unavailable, try again later" messages? Why so difficult for BH to say to me...we are aware of SDV limitations causing unavailable channels, we are working to upgrade our system to completely remedy this issue, in the meantime we will gladly adjust your monthly bill, as to reflect the loss of channels. I have had at least 15-20 email correspondence with "e-care specialists" to try and resolve issue, with the exception of one called Odane all of them will not even acknowledge SDV in their reply emails, no attempt to explain SDV, pros, and cons, not even argument against SDV causing issue. Just one after the other, saying same thing, reboot DVR, if that does not work, tech must be sent out. As stated in other threads here by me, I initiated upgrade from basic/standard analog channels to digital (HD DVR, HBO, Max, TMC, Showtime, Starz, Encore, back around middle of December 2013. For over two weeks, service was perfect, all channels came in fine, and I watched MANY of the premium movie channels. Why so good then, and not now, perhaps it was last two weeks in December, many folks out and about for the holidays, not as many people watching tv, so more frequency streams available for me to watch what I wanted. Channel unavailable messages started popping up right after 1st of January...hmmmm, interesting. Why so many "e-care specialists" unaware/unwilling to address SDV. Are these people not aware of the system BH is using? Seems odd. Are these people told by their superiors not to discuss SDV with customers inquiring about it, especially if it is causing unavailable channels? Not easy it seems for BH to acknowledge issue at their end, frustrated customers, customers rightfully demanding compensation for loss of service. BH needs to step it up and have some integrity about themselves. If indeed they are upgrading their system to remedy this issue, FINE, I can be quite patient with time it takes to do that, I am not however at all patient with refusal to adjust my monthly bill for services not delivered. So far adjustments made for January, and February to tune of 15-17$, I am told no further adjustments will be made. Not acceptable. How does BH justify charging for service it knows full well it can not provide? Again time to step it up, show your customers that you have some dignity, and integrity.

This is not an issue with SDV....the technology is sound and actually working quite well. YOUR issue is either equipment, premise or nearby plant and can easily be resolved. If you want me to dig into it and get it resolved IM me here (or preferred post here https://secure.dslreports.com/forum/bhousedirect you will need to register however BUT it's secure and you can send me the info I'll need to get working on it).
 

The Insider

SatelliteGuys Pro
Nov 9, 2008
3,298
14
The Swamp
This is not an issue with SDV....the technology is sound and actually working quite well. YOUR issue is either equipment, premise or nearby plant and can easily be resolved. If you want me to dig into it and get it resolved IM me here (or preferred post here https://secure.dslreports.com/forum/bhousedirect you will need to register however BUT it's secure and you can send me the info I'll need to get working on it).


Typically when the box shows a message "Channel unavailable" It is in relation to an SDV issue. If it is a signal issue, typically you just get black screen or digitized picture.

Yes the technology is sound and works great. It is not the technology that is the problem it is when a node is over saturated.
 

BHNtechXpert

SatelliteGuys Pro
Pub Member / Supporter
Nov 3, 2011
196
2
Florida
Typically when the box shows a message "Channel unavailable" It is in relation to an SDV issue. If it is a signal issue, typically you just get black screen or digitized picture.

Yes the technology is sound and works great. It is not the technology that is the problem it is when a node is over saturated.

That does not happen often and is remedied quickly. And yes signal very much plays a role in this....
 

jcarrera

SatelliteGuys Pro
Dec 15, 2006
901
0
Florida
My garden hose is premium quality with lifetime guarantee.
There is nothing wrong with it, but I cannot push 10,000 GPM through it.

SDV is excellent technology. But if more people demand a channel than the CURRENT plant can deliver, it will fail to deliver the demand (just as will my high quality water hose). It is useless to debate whether that is a failure of the "technology;" it certainly is a failure of SOMETHING.

And it is BHN's responsibility to deliver the goods, not to just say 'too many people are trying to watch that channel." The customer does not pay what BHN sets as the price with the expectation of not getting channels included in what they pay for.

That said, if the issue is equipment failure, then that should be ruled out. But I agree with whoever said that the majority of times when you get the ch not available, it is inadequate SDV 'space" rather than a signal issue, which manifests different symptoms.
 
Last edited:

BHNtechXpert

SatelliteGuys Pro
Pub Member / Supporter
Nov 3, 2011
196
2
Florida
My garden hose is premium quality with lifetime guarantee. There is nothing wrong with it, but I cannot push 10,000 GPM through it.

SDV is excellent technology. But if more people demand a channel than the CURRENT plant can deliver, it will fail to deliver the demand (just as will my high quality water hose). It is useless to debate whether that is a failure of the "technology;" it certainly is a failure of SOMETHING.

And it is BHN's responsibility to deliver the goods, not to just say 'too many people are trying to watch that channel." The customer does not pay what BHN sets as the price with the expectation of not getting channels included in what they pay for.

First of all nobody said that to this customer. That was an assumption made by insider and it was an incorrect one. While in theory it is possible it rarely and I do mean rarely happens. Nothing to justify the experience noted above...that is a signal or equipment issue period.
 

BHNtechXpert

SatelliteGuys Pro
Pub Member / Supporter
Nov 3, 2011
196
2
Florida
He was...and in the qty he described this is not a capacity issue as you described. This is fixable however it would require a tech and some in depth work to find out why this is happening. I have offered lets see if he takes me up on it.
 
All this just to watch tv..... hmmmmm, I used to read so much, Netflix for movies, DVD/bluray players relatively cheap these days, movies well priced at Amazon, most if not all of my favorite sitcoms and shows available on DVD as well, something called, HULU, I believe, to watch current shows. I am so looking at that cord, wanting to cut it. Only issue holding me up is news programming. An admitted news junkie, I do not know how to get major news channels without cable subscription of some kind. Solution to that would probably be final push into freedom.

I kid you all not on this. Email today from BH, I won't mention e-care specialists name, but they asked me to tell them what SDV was, as they were not sure, and could not see how this affected my cable. Honestly, my first thought, it has to be a prank, they are all just sitting there in the office, saying lets really fool with this person. Alas, probably not the case. I told the person to consult the highest executive there at BH, and have them explain it.

I need a breather from all this really. Family issues going on, health concerns with a loved one. Sure as hell puts things into perspective, so much, too much, time spent fooling around with folks at BH. Bad enough, such supposed ignorance from so many, even worse, determined effort by others to just deny.
 

BHNtechXpert

SatelliteGuys Pro
Pub Member / Supporter
Nov 3, 2011
196
2
Florida
All this just to watch tv..... hmmmmm, I used to read so much, Netflix for movies, DVD/bluray players relatively cheap these days, movies well priced at Amazon, most if not all of my favorite sitcoms and shows available on DVD as well, something called, HULU, I believe, to watch current shows. I am so looking at that cord, wanting to cut it. Only issue holding me up is news programming. An admitted news junkie, I do not know how to get major news channels without cable subscription of some kind. Solution to that would probably be final push into freedom.

I kid you all not on this. Email today from BH, I won't mention e-care specialists name, but they asked me to tell them what SDV was, as they were not sure, and could not see how this affected my cable. Honestly, my first thought, it has to be a prank, they are all just sitting there in the office, saying lets really fool with this person. Alas, probably not the case. I told the person to consult the highest executive there at BH, and have them explain it.

I need a breather from all this really. Family issues going on, health concerns with a loved one. Sure as hell puts things into perspective, so much, too much, time spent fooling around with folks at BH. Bad enough, such supposed ignorance from so many, even worse, determined effort by others to just deny.

Care to email me the transcript to BHNtechXpert@mybrighthouse.com or just send your modem MAC and I will pull it myself.
 

JimWH

SatelliteGuys Pro
Aug 19, 2007
164
58
Tampa Fl.
This is the first I’ve heard of SDV. It may, at least in part explain something I am seeing. I hope someone here has some insight. I have BH basic cable. I have it because it came with the internet connection from them. My main TV viewing is with an older DISH SD connection. On the two lines from the antenna I have the cable feed as well. This old DISH works ok like this though I understand the new HD will not. When watching analog cable things are ok except for a couple of fuzzy channels. Now that I have a TV with a digital decoder built in I get the basic digital channels as well. What happens though is that sometimes al the digital channels are fine. Sometimes I get pixilation, weak or no signals on some channels. Channels and time vary when it happens. It sometimes seems to improve if I shut off the DISH receiver though I am not sure. Any thoughts?
 

The Insider

SatelliteGuys Pro
Nov 9, 2008
3,298
14
The Swamp
First of all nobody said that to this customer. That was an assumption made by insider and it was an incorrect one. While in theory it is possible it rarely and I do mean rarely happens. Nothing to justify the experience noted above...that is a signal or equipment issue period.

rarely? my word you cant be serious... I guess our definnition of rarely is different. Although I will say over the past year it has improved 100%. I also would like to know how you can sa it is signal or equipment and completely rule out the sdv issue when that is the over whelming majority cause of the specific error the customer is getting. If it was signal or equipment he would see blank channel or digitized picture. But instead he gets an on screen message. Which is the box talking perfectly fine to the beq in the hub asking it for this channel and the beq saying nope sorry cant have it. If the box gets poor signal it doesnt know what it is receiving it is expecting a channel so it gives the info it receives it just is blank info, (because it is way to many errors for the bec) or it is digitize (because it has some good signal but to much bad for the bec)
 
Register Today to see less ads! It's Free!

The Insider

SatelliteGuys Pro
Nov 9, 2008
3,298
14
The Swamp
This is the first I’ve heard of SDV. It may, at least in part explain something I am seeing. I hope someone here has some insight. I have BH basic cable. I have it because it came with the internet connection from them. My main TV viewing is with an older DISH SD connection. On the two lines from the antenna I have the cable feed as well. This old DISH works ok like this though I understand the new HD will not. When watching analog cable things are ok except for a couple of fuzzy channels. Now that I have a TV with a digital decoder built in I get the basic digital channels as well. What happens though is that sometimes al the digital channels are fine. Sometimes I get pixilation, weak or no signals on some channels. Channels and time vary when it happens. It sometimes seems to improve if I shut off the DISH receiver though I am not sure. Any thoughts?


snowy picture, digitized picture etc are not problems with sdv. highly recommend calling support as that is typically signal related. If it get fixed by the dish receiver it could be some back feed coming from that device if they are sharing a line.
 

BHNtechXpert

SatelliteGuys Pro
Pub Member / Supporter
Nov 3, 2011
196
2
Florida
rarely? my word you cant be serious... I guess our definnition of rarely is different. Although I will say over the past year it has improved 100%. I also would like to know how you can sa it is signal or equipment and completely rule out the sdv issue when that is the over whelming majority cause of the specific error the customer is getting. If it was signal or equipment he would see blank channel or digitized picture. But instead he gets an on screen message. Which is the box talking perfectly fine to the beq in the hub asking it for this channel and the beq saying nope sorry cant have it. If the box gets poor signal it doesnt know what it is receiving it is expecting a channel so it gives the info it receives it just is blank info, (because it is way to many errors for the bec) or it is digitize (because it has some good signal but to much bad for the bec)

You are absolutely incorrect. If your return is bad SDV will indeed be impacted and guess what....that is signal :) As for your final sentence it would depend on the error being returned and I can check the box and actually tell you why the stream failed.
 

BHNtechXpert

SatelliteGuys Pro
Pub Member / Supporter
Nov 3, 2011
196
2
Florida
This is the first I’ve heard of SDV. It may, at least in part explain something I am seeing. I hope someone here has some insight. I have BH basic cable. I have it because it came with the internet connection from them. My main TV viewing is with an older DISH SD connection. On the two lines from the antenna I have the cable feed as well. This old DISH works ok like this though I understand the new HD will not. When watching analog cable things are ok except for a couple of fuzzy channels. Now that I have a TV with a digital decoder built in I get the basic digital channels as well. What happens though is that sometimes al the digital channels are fine. Sometimes I get pixilation, weak or no signals on some channels. Channels and time vary when it happens. It sometimes seems to improve if I shut off the DISH receiver though I am not sure. Any thoughts?

Okay your issue is different than the poster. First of all you are using a digital adapter which does not tune SDV or Switched Digital Video channels. The DA or digital adapter is designed to be used for those with standard tier or below so SDV really isn't an issue for you.
 

The Insider

SatelliteGuys Pro
Nov 9, 2008
3,298
14
The Swamp
You are absolutely incorrect. If your return is bad SDV will indeed be impacted and guess what....that is signal :) As for your final sentence it would depend on the error being returned and I can check the box and actually tell you why the stream failed.

That is true, but the customer above is talking about certain channel working while others not. Which tells me the return is working.. He is not claiming all the sdv channels are not working he is claiming channel A not working but channel b c d e f g etc are.
 

BHNtechXpert

SatelliteGuys Pro
Pub Member / Supporter
Nov 3, 2011
196
2
Florida
That is true, but the customer above is talking about certain channel working while others not. Which tells me the return is working.. He is not claiming all the sdv channels are not working he is claiming channel A not working but channel b c d e f g etc are.

No it could be intermittent...or noise or any number of things that have NOTHING to do with capacity. It could also be that the box because of bad two way hasn't pulled the latest information and is pointing incorrectly. Again not a capacity issue.
 

The Insider

SatelliteGuys Pro
Nov 9, 2008
3,298
14
The Swamp
No it could be intermittent...or noise or any number of things that have NOTHING to do with capacity. It could also be that the box because of bad two way hasn't pulled the latest information and is pointing incorrectly. Again not a capacity issue.


Will never know unless he actually contacts you so you can look into it. I have no idea why he hasnt taken you up on your offer...
 
Register Today to see less ads! It's Free!

Users who are viewing this thread

Users Who Are Viewing This Thread (Total: 0, Members: 0, Guests: 0)

Latest posts

Top