iFractal
What?...ever
Premium
join:2002-12-04 |  [CATV] Weather Channel Problems
Sooo...anyone else not getting the Weather Channel? It's been out all day!
SE WI - near Janesville.
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Laugh uncontrollably...it clears the mind. |
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Happi
@charter.com | Well, why not the online streaming Weather Channel?
»www.weather.com/multimedia/video···_welcome |
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iFractal
What?...ever
Premium
join:2002-12-04 | Doesn't really solve the problem of TWC not working in my digital line up, does it?
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Laugh uncontrollably...it clears the mind. |
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cheezit
join:2004-02-19
Roseburg, OR | It is working fine for me.
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Varlik
Without Honor You Will Never Be Free
Premium
join:2002-01-06
Anderson, SC
| said by cheezit  :It is working fine for me. He said SE WI - near Janesville. While your profile lists your locations as Roseburg, OR. And are both in different charter markets with different headends. The weather Channel has different feeds for different markets and regions.
He'll have to call. You would be surprised how long some markets can go with messed up feeds to all of a portion of their customers before getting fixed.
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"Sir SIR! We don't use DHCP servers. We only use IBM & Microsoft servers." From there my call to tech support went steadily downhill.
--Don't bother telling us that we're too loud. Cause there ain't no way that we'll ever turn down. |
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iFractal
What?...ever
Premium
join:2002-12-04
| Varlik, "he's" a "she". 
I did call...I lost count of how many times I called in one hour due to trying to find an agent that can perform his job well. Telling me to call the Weather Channel to find out what the problem is is not acceptable. 
TWC is now working most of the time, which is more than I can say for my internet connection. Modem keeps resetting - to nothing.
Charter's tech support has seriously gone downhill. If it wasn't for the last gentleman I talked to who acknowledged I actually did know what I was talking about, I would have cancelled all Charter services.
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Laugh uncontrollably...it clears the mind. |
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Varlik
Without Honor You Will Never Be Free
Premium
join:2002-01-06
Anderson, SC
1 edit | said by iFractal :Varlik, "he's" a "she". I did call...I lost count of how many times I called in one hour due to trying to find an agent that can perform his job well. Telling me to call the Weather Channel to find out what the problem is is not acceptable.  ........  ,
I've had a couple of phone jockeys trying to pass as CSR's tell me that as well and then hang up on me. Often I get nowhere if it's just one Channel having issues. If it's two or three they will usually relent after the second or third call and (get this) roll a truck for signal issues (which I know aren't signal issues).
Half the time the same guy shows up I tell him the channels he looks for himself hooks his meter up to a couple of places and then calls in on his radio or cell and sometimes as soon as two or three minutes TA DAH picture or sound or both miraculously return.
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"Sir SIR! We don't use DHCP servers. We only use IBM & Microsoft servers." From there my call to tech support went steadily downhill.
--Don't bother telling us that we're too loud. Cause there ain't no way that we'll ever turn down. |
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psafux
Got Grep?
VIP
join:2005-11-10
| reply to iFractal
most of the time, single channel issues are not escalated to the field unless the call centers are getting slammed with the concern. usually a t/c will be setup even though the rep knows full well its not a problem at your house. they cant tell you that, because that admits a problem on their side. usually the reps dont know. sometimes they get informed of an outage after the outage has occured and cleared..
sadly, its not the reps not doing their jobs, its the policy in place. if the rep escalates your concern without a service call, the next tier of the company will reject it, if its not a proper concern in the eyes of the company. nobody will call the customer to let them know. dont get me started on lack of communication, i could write a book.
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Yes. the cat in my avatar is indeed mine. |
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useless
join:2006-07-16
| lol@ "the next tier of the company will reject it"
its Charter Communications!!
please, expound on this concern? maybe in a pm?
We usually have the weather channel on at work all day, they have a smokin hot girl on in the morning. |
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Varlik
Without Honor You Will Never Be Free
Premium
join:2002-01-06
Anderson, SC
1 edit | reply to psafux
said by psafux :sadly, its not the reps not doing their jobs, its the policy in place. if the rep escalates your concern without a service call, the next tier of the company will reject it, if its not a proper concern in the eyes of the company. nobody will call the customer to let them know. dont get me started on lack of communication, i could write a book. I hear you,I hear you. What gets me is the tech who comes (most of the time it's this one particular tech) will call (the headend?) where the feed comes in for our area and ask for the guy to check the feeds on the channel or channels that are out. One time it was 14 channels scattered throughout the digital levels.
The guy came back over the radio saying WOW they've been out (or down?) for a while. Some had been out for over 24 hours by my observation. How the heck can that happen? Doesn't anyone check the Channels (feeds?) a couple of times a day?
All the tech could do was shake his head in slight embarrassment when I exclaimed a WTF. But at least they'll roll a truck and at least that tech or the occasional different ones will resolve the issue by calling in and having them check.
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"Sir SIR! We don't use DHCP servers. We only use IBM & Microsoft servers." From there my call to tech support went steadily downhill.
--Don't bother telling us that we're too loud. Cause there ain't no way that we'll ever turn down. |
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iFractal
What?...ever
Premium
join:2002-12-04
| reply to iFractal
A couple of them kept wanting to roll a truck - for a $35.00 charge if nothing is found to be wrong. I kept telling them I did not want a truck roll. Amazingly, when I do want one I can't get them to roll one...even if it will take 5 - 6 days. After telling the last gentleman that if someone rolls a truck and I get charged $35.00 because they (naturally) find nothing wrong - heads would roll.
I realize the agents have to do their job a certain way. Totally understandable. But not listening to what I am telling them and what I have already checked amounts to pure frustration. Not to mention the "call The Weather Channel" instruction...pfft! And let's not forget the feelings that arise when trying to communicate with someone whose native language is not English.
Varlik, I often thought the same thing...do they not monitor their feeds? 
Again, their customer service has seriously gone downhill; thus, the suits at HQ need to wake up.
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Laugh uncontrollably...it clears the mind. |
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budone
join:2002-09-07
Traverse City, MI
 ·Charter Pipeline
1 edit | Heck when I lived on the other side of MI, at one point The Weather Channel local feed box got fried. I got up one winter morning to see it would be 80-85 with tradewinds kickin in during the afternoon. Waves 3-5 feet AWESOME DUDE!
It stayed this way for 3 months until I called. The next day, they reset their box to the correct locale code. |
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iFractal
What?...ever
Premium
join:2002-12-04
| Nice! Too bad it was just a Weather Channel dream. 
So how do I go about getting a better locale code for my area? The forecast they show is for a city quite a ways north of me. As a result, the forecast is totally wrong.
I've called and asked Charter and, as usual, was told to call TWC...
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Laugh uncontrollably...it clears the mind. |
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budone
join:2002-09-07
Traverse City, MI | Well your locale is going to be based most likely on where the headend is for your cable company. Or where the local Charter office is.
Have you tried stopping there if it is not too far away? |
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iFractal
What?...ever
Premium
join:2002-12-04 | I'll try stopping in at the local office. Thank you!
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Laugh uncontrollably...it clears the mind. |
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