Reply from Star Choice Management Re: Problems

[HiDefBob]

For those that might be interested, I finally received a reply to my letter of July 1, 2002 regarding all the technical problems that were occurring with Star Choice's HD telecasts. Here is that reply -

Let me start by saying I greatly appreciate your interest in our product and programming. I’d also like to thank you for taking the time out of your day to provide us with feedback on how we can improve our product.

As always, Star Choice High Definition team has been working hard to improve the product we offer and our team is dedicated to giving you a great television experience. I am sorry to hear about the problems you have been encountering with this offering and would like to assure your that a great deal of work has been underway to ensure some of the problems your were having are limited or don’t continue. Over the last few months, we have increased the size of our dedicated HD programming and technical support team. This team has initiated new processes that allow us to shorten out response time and improve our ability to monitor and respond to the systems in place. The team has also been working closely with broadcasters to fix problems originating at the broadcaster’s source. Technical improvements to enhance server reliability and hardware and software upgrades have been implemented. I hope you will see significant improvements in your HD service if you have not already.

Thank you once again for your interest. I appreciate your feedback and want you to know that we continually monitor input from the virtual help electronics website with some field testers.

[pauldryan]

Congratulations Bob, you're efforts have not been in vain and probably did more good than all the kvetching we do around here put together.

My humble apologies go to yourself and MrVH to whom I had suggested there wasn't much evidence that anyone with clout at Star Choice was paying attention.

Ya done good Bob...both of you! /forums/images/icons/laugh.gif

Paul

[**DONOTDELETE**]

*C does seem to listen when problems are reported. I've lost count of the number of times I have called and have been told that no one else has reported a problem. The fact that it takes so long to get through is frustrating. I always ask the rep to pass on a problem report to a supervisor for followup.

[XBR_II]

"I am sorry to hear about the problems you have been encountering with this offering and would like to assure your [SIC] that a great deal of work has been underway to ensure some of the problems your [SIC] were having are limited or don’t continue."

Perhaps StarChoice could hire a couple of proof readers and writing coaches while they're at it. /forums/images/icons/smile.gif

I'm also curious about the use of the phrase "some of the problems". I'm now left wondering which problems will be fixed and which will continue unabated.

And then there's the question as to why it took three months to get back to you. Are they that far behind on their correspondence?

[HiDefBob]

"Perhaps StarChoice could hire a couple of proof readers and writing coaches while they're at it."

That proof reader would be me - I copied the letter that was mailed to me. My mistakes - not the writer!!

[XBR_II]

Well, I'm glad to hear that. So I guess that just leaves the awkward sentence structure. /forums/images/icons/wink.gif

All kidding aside, StarChoice continues to make good progress on the HDTV front and, for that, all of us are thankful. And special thanks to people like you who have campaigned hard on our behalf; without your collective efforts, we wouldn't have come thus far.

[**DONOTDELETE**]

Did a real person sign this letter? It still looks like a form letter to me, similar to the ones received from info@starchoice.com.

[**DONOTDELETE**]

Cancom is going to have to deliver 1 set of US HD nets + TMN in HD when F2 is up just to meet Ted Rogers needs in his far flung cable empire.

Frankly looking at BCE books, I think SC HD subs will be in a better position than BEV subs after F2 is operational. I wouldn't be surprised to see BCE walk from Expressvu if Expressvu doesn't break even within 12 to 18 months and Telesat can find a buyer for the Nimiqs.

[XBR_II]

Intersting point. Could this also be done using fibre? I don't know what, if any, technical or economic limitations might preclude this, but I understand there's lots of this stuff kick'n about unused/underutilized.

[HiDefBob]

No, it was a real person who signed the letter - a manager from the Calgary office. In fact, he gave me his e-mail address to contact him at any time about any concerns that I have.

[MeSat]

<blockquote><font class="small">In reply to:</font><hr>

Cancom is going to have to deliver 1 set of US HD nets + TMN in HD when F2 is up just to meet Ted Rogers needs in his far flung cable empire.

<hr></blockquote>
This is interesting news. This is one of the reasons that haveing a DCII receiver will save SC/Cancom money. As it will possibly be a High Quality feed, all SC customers may get access without having to rebroadcast the signal thus saving bandwidth on F2 for HDTV.
Here is hoping.

[HiDefBob]

I would like to know where to bring pressure so that we as Canadians have access to all the HD programming available south of the border - HDNet (with 3 channels on the way), Discovery HD Theater, WB, Showtime, HBO, and ESPN HD which is coming soon. A look at any of the daily guides from HDTV Magazine shows that we are only getting a fraction of the HDTV available. This is really frustrating and why there are so many "illegal" dishes in this country.

Would it help if we got together and sent a letter to the CRTC signed by all Canadian HDTV subscibers. Or should we send letters to our MPs?

[**DONOTDELETE**]

<blockquote><font class="small">In reply to:</font><hr>

No, it was a real person who signed the letter - a manager from the Calgary office. In fact, he gave me his e-mail address to contact him at any time about any concerns that I have.

<hr></blockquote>

That's good to know! At least somebody "important" actually read your letter.

[**DONOTDELETE**]

<blockquote><font class="small">In reply to:</font><hr>

Would it help if we got together and sent a letter to the CRTC signed by all Canadian HDTV subscibers. Or should we send letters to our MPs?

<hr></blockquote>
The common CRTC party line is that you have to contact your provider and get them to request channels for approval on your behalf. If we approached Star Choice asking for more HD, they may put in a request to the CRTC. I am under the impression that people cannot request channels for approval, however providers can.

[Satellite_Expert]

Vote with your pocketbook - 4DTV, DTV, Dish

To us real Canadians: TV = entertainment
To Canadian politicians: TV = culture + election funding + golf games

[**DONOTDELETE**]

&gt;&gt;Cancom is going to have to deliver 1 set of US HD nets + TMN in HD when F2 is up just to meet Ted Rogers needs in his far flung cable empire.&lt;&lt;

They may or may not go with that option because there is a direct point-to-point fibre link between Seattle and Vancouver and Seattle and Calgary. I believe that when Shaw cable starts HD service in Calgary and Vancouver it will be fibred to the headend.

[mowitch]

Our day will come yet /forums/images/icons/smile.gif.

Thanks Bob and Bob /forums/images/icons/smile.gif /forums/images/icons/smile.gif for your dedication on resolution for HDTV issues with *choice. It has definitely paid off and thanks for sharing your letter with us all. Their reply has been long anticipated.

[I_M_Norm_Al]

What has Shaw cable's requirements got to do with Rogers HD head end needs?

[**DONOTDELETE**]

RE: "Intersting point. Could this also be done using fibre? I don't know what, if any, technical or economic limitations might preclude this, but I understand there's lots of this stuff kick'n about unused/underutilized. "

Rogers is installing fiber on the street and planning 8 HD channels in all major centers as we speak.

[**DONOTDELETE**]

RE: "The common CRTC party line is that you have to contact your provider and get them to request channels for approval on your behalf. If we approached Star Choice asking for more HD, they may put in a request to the CRTC. I am under the impression that people cannot request channels for approval, however providers can. "

I've requested programming changes from *C and Rogers. The "party line" from them is that it is either a contractual agreement or a CRTC requirement. I wonder who is passing the buck here? The CRTC is responsive, however, if you report egregious actions on the part of regulated companies.

[**DONOTDELETE**]

RE: "Cancom is going to have to deliver 1 set of US HD nets + TMN in HD when F2 is up just to meet Ted Rogers needs in his far flung cable empire."

Rogers is running fibre from Detroit to it's Ontario centers as well.

[**DONOTDELETE**]

I just received a reply from a letter sent in July as well. It didn't say much but asked for a reponse and a followup was implied.

I'd hate to be 3 months behind with my email. Does this mean that my reply will be answered in January? /forums/images/icons/smile.gif

[**DONOTDELETE**]

RE: "Cancom is going to have to deliver 1 set of US HD nets + TMN in HD when F2 is up just to meet Ted Rogers needs in his far flung cable empire."

Rogers is using fibre from Detroit for its Ontario HD feeds as well. As long as I can remember, Rogers has had an aversion to using Satellite feeds for it's programming unless it is absolutely necessary. They've had a microwave ground network across Ontario for years.

[JohnnyG]

<blockquote><font class="small">In reply to:</font><hr>

Vote with your pocketbook - 4DTV, DTV, Dish

<hr></blockquote>
OK, Mr. "Expert", how do I get US network HDTV programming this way?

[MeSat]

<blockquote><font class="small">In reply to:</font><hr>

They may or may not go with that option because there is a direct point-to-point fibre link between Seattle and Vancouver and Seattle and Calgary. I believe that when Shaw cable starts HD service in Calgary and Vancouver it will be fibred to the headend.

<hr></blockquote>
Cancom/SC don't uplink from one point like EV. If they are going to provide these channels over satellite, there is a good chance that the uplink may be in Seattle.

When we lost our Calgary stations one eveneing, I called SC and the problem was a storm in Edmonton. The Calgary stations were being fibered to Edmonton and uplinked there. Just as a storm in Toronto took out our Toronto stations and not any other stations.

Better quality if the uplink can be right at the station over being shipped over fiber.

[Satellite_Expert]

I was responding to HiDefBob who wanted to receive
<blockquote><font class="small">In reply to:</font><hr>

HDNet (with 3 channels on the way), Discovery HD Theater, WB, Showtime, HBO, and ESPN

<hr></blockquote>

[Satellite_Expert]

Rogers has cable companies outside of Ontario, including 16% ownership of Cogeco

If Mr Shaw is smart, he'll make the capital cuts in his cable business - not SC. That way if he loses a cable customer, he'll have a chance to get him as a satellite customer. He can't stand still much longer with SC, falling farther behind Expressvu &amp; Rogers in programming choice, or he might just as well hand the customer list to Expressvu.

[Chris]

could you tell me his e-mail? i have a cuple questions i would like to ask.

[**DONOTDELETE**]

<blockquote><font class="small">In reply to:</font><hr>

I've requested programming changes from *C and Rogers. The "party line" from them is that it is either a contractual agreement or a CRTC requirement. I wonder who is passing the buck here? The CRTC is responsive, however, if you report egregious actions on the part of regulated companies.

<hr></blockquote>
Yes, I have been down the same road with Star Choice. I always get the impression that whatever I ask of a CSR is not being passed on.

As for passing the buck, who's to say? You cannot get a straight answer from either the CRTC or the providers.

[BellRinger]

I agree with you Mowitch and I would like to add my thanks to Bob and Bob for the work they have done on all our behalves. A month ago I was contemplating jumping back to Bell but the HDTV offerings on SC have been steadily improving and if we get the proper guide back I would be in heaven. The only thing I have left to take care of now is the problem with having my reciever dial in to SC which it has still never been able to accomplish.

[**DONOTDELETE**]

What model receiver do you have?

[BellRinger]

I have a fairly new 405. The call display works but for some reason whenever it tries to call in it gets stuck at "waiting for carrier" and goes no further. I have recieved several hits that were supposed to fix the problem but they never did. I couldn't handle waiting on the phone any more so I just ignored it. I can't get my instant PPV ordering without it getting through though and that is somewhat annoying.

[**DONOTDELETE**]

You could return it to Starchoice and get a new one since it is under warranty.

[BellRinger]

Called in to the service centre this morning. Kevin picked up after 8 seconds (I had a heart attack) and arranged for a new 405 to be sent to me. Very Very impressive.

[**DONOTDELETE**]

The phone at Starchoice is being answered very quickly these days. Looks like the CSR's have become comfortable with the new software.

[**DONOTDELETE**]

And I just called, got put on hold for 45 minutes. Then the tech took 15 minutes to tell me there was nothing he could do...