Curious if any other MetroCast subscribers have problems with the HD/Digital signal after a power outage. We live in Wildewood and whenever we lose power (last night's storm), the convertor box goes through it's thing of resetting all the channels, but the picture comes in dark and misaligned on the screen. Usually, Metrocast sends a techie who says they see nothing wrong. After going through this 4 other times and explaining to their office techs the problem, they "resend" the signal. Sometimes it clears the problem, other times not. When not, more calls to the trouble call folks and again they resend the signal. If it works then, great; if not, resend again and again until it does work. Outside/inside line checks are good. They have even tried telling me it's "probably" something in the TV. They have credited our account 4 times for loss of signal; once for 10 days because that is how long it takes to get someone out here. Today, they said they would have someone here on July 3rd!!!! Me thinks it's time to drop these guys and go satellite.
MetroCast HDTV Digital Signal Problems
- Thread starter 5857dave
- Start date
Joewsesnica
Joewsesnica
5857dave said:
I'd switch to salellite too...just make sure you have a radio handy because when storms come they lose signal too, and then you don't know if a tornado might be heading your way!!!!
Chasey_Lane
Salt Life
I had problems with MetroCast last week. After going to their office and getting a new DVR, problems gone! I was watching the news this morning (after the storm) and all seemed good. But I'll agree with Jameo and say Metrocast sucks!
CableChick
Loved
5857dave said:
July 3rd? Hmmm ...interestingFCC rules state that all picture outages should be taken care of within 24 hours and all other picture impairments should be taken care of by the next business day.
nomoney
....
CableChick said:
FCC rules state that all picture outages should be taken care of within 24 hours and all other picture impairments should be taken care of by the next business day.
I bet if you told them that over the phone they'd get there faster then july 3rd
Chasey_Lane
Salt Life
Day called Monday/Tuesday and we were given a date of today. So much for those FCC rules.CableChick said:
FCC rules state that all picture outages should be taken care of within 24 hours and all other picture impairments should be taken care of by the next business day.
Chasey_Lane
Salt Life
Indeed.nomoney said:
But they would still suck.What FCC Rules apply
Any idea what FCC or Code of Federal Regulation rule # applies, or is it just a local cable company/local goverment rule or agreement?CableChick said:
FCC rules state that all picture outages should be taken care of within 24 hours and all other picture impairments should be taken care of by the next business day.
CableChick
Loved
phone rules
Office Hours and Telephone Availability
The federal guidelines recommend that each cable system maintain a local, toll-free or collect call telephone line for taking customer's calls. This line must be available 24 hours a day, 7 days a week. During normal business hours, company representatives must be available to respond to customer inquiries. After normal business hours, the cable system may use an answering service or machine. A trained company representative must respond to inquiries received after normal business hours on the next business day. Normal business hours are the hours during which most similar businesses in the community are open to serve customers. These hours must include some evening hours at least one night per week and/or some weekend hours.
According to the federal guidelines, a call to a cable system must be answered -- including wait time -- within 30 seconds after the connection is made. If the call is transferred, the transfer time may not exceed 30 seconds. These standards must be met at least 90 percent of the time, measured quarterly, under "normal operating conditions." Also under normal operating conditions, cable system customers may receive a busy signal no more than three percent of the time. Normal operating conditions are those which are within the control of the cable operator. These conditions include special promotions and normal system maintenance and upgrades, but do not include natural disasters, civil disturbances, power outages, telephone network outages and severe or unusual weather conditions.
The operator is not required to use special equipment to measure telephone answering and
hold time, according to the federal standards. However, if complaints indicate that a cable system is failing to comply with these standards, the local franchising authority may require it to acquire equipment or to conduct surveys to measure compliance. Otherwise, cable systems must use their best efforts to document compliance.
The standards recommend that each cable system's customer service center and bill payment locations be conveniently located and open at least during normal business hours. However, the cable system may use an agent, such as a bank, to receive bill payments during and after normal business hours.
Office Hours and Telephone Availability
The federal guidelines recommend that each cable system maintain a local, toll-free or collect call telephone line for taking customer's calls. This line must be available 24 hours a day, 7 days a week. During normal business hours, company representatives must be available to respond to customer inquiries. After normal business hours, the cable system may use an answering service or machine. A trained company representative must respond to inquiries received after normal business hours on the next business day. Normal business hours are the hours during which most similar businesses in the community are open to serve customers. These hours must include some evening hours at least one night per week and/or some weekend hours.
According to the federal guidelines, a call to a cable system must be answered -- including wait time -- within 30 seconds after the connection is made. If the call is transferred, the transfer time may not exceed 30 seconds. These standards must be met at least 90 percent of the time, measured quarterly, under "normal operating conditions." Also under normal operating conditions, cable system customers may receive a busy signal no more than three percent of the time. Normal operating conditions are those which are within the control of the cable operator. These conditions include special promotions and normal system maintenance and upgrades, but do not include natural disasters, civil disturbances, power outages, telephone network outages and severe or unusual weather conditions.
The operator is not required to use special equipment to measure telephone answering and
hold time, according to the federal standards. However, if complaints indicate that a cable system is failing to comply with these standards, the local franchising authority may require it to acquire equipment or to conduct surveys to measure compliance. Otherwise, cable systems must use their best efforts to document compliance.
The standards recommend that each cable system's customer service center and bill payment locations be conveniently located and open at least during normal business hours. However, the cable system may use an agent, such as a bank, to receive bill payments during and after normal business hours.
CableChick
Loved
service/installation rules
Installations, Outages and Service Calls
Standard installations -- which are those located up to 125 feet from the existing distribution system -- must be performed within seven days after an order has been placed.
Except during conditions beyond its control, the cable operator must begin working on a service interruption no later than 24 hours after being notified of the problem. A service interruption has occurred if picture or sound on one or more channels has been lost.
The cable operator must begin to correct other service problems the next business day after learning of them.
Under the federal guidelines, cable operators may schedule appointments for installations and other service calls either at a specific time or, at a maximum, during a four-hour time block during normal business hours. Cable operators may also schedule service calls outside of normal business hours for the convenience of the customer.
A cable operator may not cancel an appointment with a customer after the close of business on the business day prior to the scheduled appointment. If the cable installer or technician is running late and will not meet the specified appointment time, he or she must contact the customer and reschedule the appointment at the convenience of the subscriber. However, this later contact will not excuse the missed appointment.
The federal standards concerning installations, outages and service calls must be met under normal operating conditions at least 95 percent of the time, measured quarterly.
Installations, Outages and Service Calls
Standard installations -- which are those located up to 125 feet from the existing distribution system -- must be performed within seven days after an order has been placed.
Except during conditions beyond its control, the cable operator must begin working on a service interruption no later than 24 hours after being notified of the problem. A service interruption has occurred if picture or sound on one or more channels has been lost.
The cable operator must begin to correct other service problems the next business day after learning of them.
Under the federal guidelines, cable operators may schedule appointments for installations and other service calls either at a specific time or, at a maximum, during a four-hour time block during normal business hours. Cable operators may also schedule service calls outside of normal business hours for the convenience of the customer.
A cable operator may not cancel an appointment with a customer after the close of business on the business day prior to the scheduled appointment. If the cable installer or technician is running late and will not meet the specified appointment time, he or she must contact the customer and reschedule the appointment at the convenience of the subscriber. However, this later contact will not excuse the missed appointment.
The federal standards concerning installations, outages and service calls must be met under normal operating conditions at least 95 percent of the time, measured quarterly.
G
Gemmi
Guest
Half the channels were not working this morning after the storm. Of course, one was the Weather Channel. Several hours later things were working fine.