rdebay
join:2004-09-10
Boca Raton, FL | Signal strength support call I called twice to report signal strength problems for channels that were breaking up. Both times the phone tech insisted on resetting the box, informing me of power outages in the area, and pushing a "UDB" update. Surprisingly, this didn't fix the signal.
Is this standard now? Why can't they send a tech to check the signal at the pedestal, or a test to a repeater between the head-end and my house?
And what's a "UDB" update? It was supposed to take an hour and I was told not to touch the box during the update. |
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| I would recommended specifically asking for a tech to come and visit when you are calling them. Also remember you can get a credit for each time they visit and don't fix the problem.
For me, the issue wasn't my apartment but the amp on the pole. Good luck! |
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Did they perhaps say "OOB"? That would at least make some kind of sense. Either way it's obviously not helpful. |
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rdebay
join:2004-09-10
Boca Raton, FL | What's OOB? I wasn't paying close attention to her after she started talking about resetting the box to solve it. |
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alana
join:2009-10-20
Crystal Lake, IL | OOB = Out of Band |
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| said by alana:OOB = Out of Band
Yep it's basically just a term for a way to communicate with a cable box, so it's the most logical guess for what the rep said. |
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rdebay
join:2004-09-10
Boca Raton, FL | Nope, it definitely started with a U. Regardless, as you said it's not helpful.
Given that the same help was offered with two calls (box resets and power outage info) I'm wondering if this is a new way to get rid of callers. |
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| reply to rdebay
UDB = unified database.
Authorizes features to equipment on an account. Definitely not going to fix signal issues. Maybe a UCID issue but not signal. |
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 CableToolPoorly Representing MYSELF.Premium
join:2004-11-12 | reply to rdebay
said by rdebay:Nope, it definitely started with a U. Regardless, as you said it's not helpful.
Given that the same help was offered with two calls (box resets and power outage info) I'm wondering if this is a new way to get rid of callers.
Its called an LOQ, line of questioning and every call center for most every company has them.
If you are calling about a video issue they go through steps, hit the box, reset, check/ tighten connections etc.
They arent trying to get rid of the caller.. but a LOT of trouble calls are avoided by customers actually fixing the issue themselves with a simple reset of tightening of a connector.
"Oh yeah! As soon as I turned the connector the picture popped back in!"
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CableTechs.org/"Horrible People with Integrity" |
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 THZNDUPDeorum Offensa Diis CuraePremium
join:2003-09-18
Lard
kudos:2 | Or 'I forgot that switch controlled that outlet. I wonder who turned it off. Thank you.' click.........
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one should not increase, beyond what is necessary, the number of entities required to explain anything |
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| reply to rdebay
UDB refresh WON'T fix a signal issue of ANY kind. Certain VOD errors and caller ID TV issues it'll fix. But it's not going to fix any signal issue. That's a physical issue, either in your home or elsewhere. That's why checking your connections is always the first step with tiling.
That would be like a power cord hanging out of the socket and your TV going on and off and someone saying, "Hold on sir while I send a signal that pushes your power cord in." |
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rdebay
join:2004-09-10
Boca Raton, FL | reply to CableTool
I'll check the connections, it can't hurt. |
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rdebay
join:2004-09-10
Boca Raton, FL | My apologies, this time it was my equipment. The Channel Plus DA-550BID was reducing the signal instead of amplifying it. |
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