Customer communication

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gregmcc

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#101773 8-May-2012 17:28

Got home this arvo, turned on the TV and started to relax........No signal, damm something wrong with the aerial.

start checking connections etc, jumped on the roof and checked the aerial.... all ok.

Were to next, lets try a re-scan.....

Yes all the channels are there on new frequencies! I did know that there were going to be changes in the frequencies but no details from freeview at all on when this was going to happen.

To top it off my freeview reveivers are all Tivo's so I would have expected at the very least they would have sent out a message advising of the changes, at best it should have sorted it out all by itself.

So freeview and Tivo a very big epic fail from both of you, no communication what so ever!! and you made me go on the roof in the rain.....I'm not a happy chappy!

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#621784 8-May-2012 17:30

I wouldn't call it an epic fail, there was a message clearly displayed on each channel for the past week or so indicating a re-tune is required

CYaBro

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#621785 8-May-2012 17:35

Yea sounds to me like you shoud be annoyed with yourself for not checking the tuning first and not just looking to blame someone else.
Going on the roof to check the aerial would be my last resort. :)

Opinions are my own and not the views of my employer.

gregmcc

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#621786 8-May-2012 17:40

I have not seen *any* messages displayed in the recent past

Jaxson

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#621788 8-May-2012 17:42

TIVO is essentially nothing to do with freeview....

injuised

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#621790 8-May-2012 17:44

Agreed, also the tivo is not Freeview approved and hasn't got MHEG-5 ,

Any Freeview approved equipment will have tuned itself in

gregmcc

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#621792 8-May-2012 17:45

Jaxson: TIVO is essentially nothing to do with freeview....

It's a freeview receiver....not exactly nothing

injuised

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#621794 8-May-2012 17:49

gregmcc:
Jaxson: TIVO is essentially nothing to do with freeview....

It's a freeview receiver....not exactly nothing

Tivo is a terrestrial receiver not a Freeview receiver, big difference, Tivo has no MHEG -5,

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gregmcc

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#621799 8-May-2012 17:57

injuised:
gregmcc:
Jaxson: TIVO is essentially nothing to do with freeview....

It's a freeview receiver....not exactly nothing

Tivo is a terrestrial receiver not a Freeview receiver, big difference, Tivo has no MHEG -5,

Had a couple of my neighbours come over while I checking out the aerial, (that's what made me do the re-tune), one of them has a non-approved freeiew box and the other has a freeview approved box, neither one received any messages regarding the re-tuning or automatically had the re-tuning done.

Behodar

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#621802 8-May-2012 18:02

I had messages every day, as well as a card in the letterbox explaining what I'd need to do.

sxz

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#621808 8-May-2012 18:21

I have TIVO in Auckland, no message, no card... no issue?

Am watching it right now and it is working fine...

Behodar

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#621838 8-May-2012 19:11

Today's switchover was for Waikato/BOP. For other areas, there's a timetable.

joshhill96

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#621846 8-May-2012 19:25

Hi gregmcc

Freeview has alerted everyone online about this change, It is even on their homepage website. So there was no communication error between Tivo and Freeview,

If you have any complaints please direct your response to Kordia or JDA who manages the frequency changes

Formerly worked at iStore NZ (Rest in Peace), Sky Network Television, Freeview, Apple, Spark New Zealand Trading Limited, DISH TV Technologies.

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surfisup1000

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#621860 8-May-2012 19:48

gregmcc: .I'm not a happy chappy!

I guess that is annoying...but, my TV was showing a message about needing to retune today.

There was reasonably extensive radio publicity too, so , I had some idea they were doing some stuff.

At least it should be a one-off.

scuwp

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#621867 8-May-2012 20:01

I have read about it in papers, on-line, heard it on the radio, had the flyer in the mail, and our 2 TVs with Freeview built in have had messages displayed the last couple of days as a reminder. That's pretty good coverage in my book. To complain of an 'epic fail' when you were probably one of the 0.0001% that didn't know about it is a bit harsh, but I understand how frustrating that could be when suddenly no TV.

No I didn't get any messages on my TiVo's, but knew what was going on when the TV was blank this morning. A 2 minute job to re-scan and all back to normal.

Lazy is such an ugly word, I prefer to call it selective participation

gregmcc

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#621876 8-May-2012 20:11

scuwp: I have read about it in papers, on-line, heard it on the radio, had the flyer in the mail, and our 2 TVs with Freeview built in have had messages displayed the last couple of days as a reminder. That's pretty good coverage in my book. To complain of an 'epic fail' when you were probably one of the 0.0001% that didn't know about it is a bit harsh, but I understand how frustrating that could be when suddenly no TV.

No I didn't get any messages on my TiVo's, but knew what was going on when the TV was blank this morning. A 2 minute job to re-scan and all back to normal.

I would have been grateful if there was at least 1 message (I wouldn't have wasted my time looking for a problem), considering Tivo has an inbuilt messaging system for exactly this kind of thing it is really poor that Tivo didn't use it, it's even worse that they didn't sort it out to re-tune as they have added/deleted channels in the past fully automatically.

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