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784 posts

Ultimate Geek
Inactive user


#143040 1-Apr-2014 21:01
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Tonight (Tuesday) I am getting frequent short outages on the service. All channels will intermittently come up with "no service". 

I am quite sure it is a transmission issue as it seems to happen in kapiti quite frequently.

Is there anyone we can contact about the service to either advise of the outages or just simple complain?

I have looked on the websites and couldn't find email addresses or phone numbers.

Help appreciated.

regards

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256 posts

Ultimate Geek


  #1017008 2-Apr-2014 09:51
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I think Ngarara is maintained  by Kordia




 

6615 posts

Uber Geek
Inactive user


  #1017020 2-Apr-2014 10:15
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Is this terrestrial? 

 
 
 
 


2433 posts

Uber Geek

Lifetime subscriber

  #1017026 2-Apr-2014 10:19
2 people support this post
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mattbush: Tonight (Tuesday) I am getting frequent short outages on the service. All channels will intermittently come up with "no service". 

I am quite sure it is a transmission issue as it seems to happen in kapiti quite frequently.

Is there anyone we can contact about the service to either advise of the outages or just simple complain?

I have looked on the websites and couldn't find email addresses or phone numbers.

Help appreciated.

regards


Post some captures of your spectrum analyser screen if you are so certain, what signal level is being recorded at device in question??, what signal level is being recorded at the antenna??. 99.999% of problems are antenna or cabling issues.




Spark FibreMAX using Mikrotik CCR1009-8G-1S-1S+. Apple TV 4, Apple TV 4K, iPad Air 1, iPhone 6s, VodaTV Gen 2. If it doesn't move then its data cabled.


549 posts

Ultimate Geek


  #1018138 3-Apr-2014 22:11

I saw these outages/glitches were reported on the Trademe message board and freeviewforum.co.nz. All related to Kapiti coast viewing on the same evening. I think that in this case, there was a real fault at Ngarara. The question remains... How are these problems to be reported to Kordia or freeview?




don't mess with me.... i'm the hd insider....

42 posts

Geek


  #1018171 4-Apr-2014 00:18
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Ah good, I thought I was going to have to go into the attic to check my dodgy terminated connections.

256 posts

Ultimate Geek




784 posts

Ultimate Geek
Inactive user


  #1018250 4-Apr-2014 09:06
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Kapiti gets more than its fair share of (terrestrial) outages and there must be a better way to report these errors than to an enquiry email which may get looked at weekly if lucky.

 
 
 
 


1956 posts

Uber Geek


  #1018490 4-Apr-2014 13:09
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mattbush: Kapiti gets more than its fair share of (terrestrial) outages and there must be a better way to report these errors than to an enquiry email which may get looked at weekly if lucky.

There is a telephone number on their website.

83 posts

Master Geek


  #1024235 13-Apr-2014 03:45
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Do you still have this issue matt?



784 posts

Ultimate Geek
Inactive user


  #1024270 13-Apr-2014 08:46
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Thanks all.

No the issue was clearly repaired the following day.

It was a Freeview error and there has been quite a few. Just last week most channels a picture/sound lag issue for a day or two. Im guessing the transmission equipment for Kapiti was army surplus based on the number of times it has faults.

2433 posts

Uber Geek

Lifetime subscriber

  #1024274 13-Apr-2014 08:53
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Maybe the German Army.




Spark FibreMAX using Mikrotik CCR1009-8G-1S-1S+. Apple TV 4, Apple TV 4K, iPad Air 1, iPhone 6s, VodaTV Gen 2. If it doesn't move then its data cabled.


296 posts

Ultimate Geek


  #1024293 13-Apr-2014 10:29
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mattbush: Thanks all.

<snip>Just last week most channels a picture/sound lag issue for a day or two. Im guessing the transmission equipment for Kapiti was army surplus based on the number of times it has faults.


I also experienced this problem in the Kapiti area. It was on the transponder that has 10 channels on it. This includes Prime, Choice, Maori, and Sommet.

I decided that I should contact someone to get it fixed. So I rang Freeview. A machine told me that they were not interested in technical issues. So I rang Kordia, they told me it was the problem of the TV station and I should contact them. The thought of having to contact 10 TV stations was a little daunting, so I rang the supplier of my STB.

While they were willing to help, they diagnosed the problem as being my aerial set up. Why it should suddenly start to misbehave after 4 months of living in the house with perfect reception was not explained.

The outcome of this was I left it until the following day. The problem with the sound was still there. I had a bright idea, I would contact the M-I-L (she lives just up the road) and ask her to switch on her TV and see if she was getting the same problem. She was. Not my aerial then was it?

I rang Kordia back and this time got someone who listened. The problem was we kept getting cut-off. So I gave him my phone number and asked to ring back if we were cut-off again. We were, he didn't.

So I decide to take the advice of the first Kordia man and started to contact the TV stations.

Prime was the easiest because they had an 0800 number. This was a long call because I was determined to get this problem fixed. I ended up talking to the call centre supervisor. The thing was not being a Sky subscriber they didn't want to help. I explained that the website says the call centre would help and gave their number. Eventually after being put on hold I was told that the problem was in Albany at the Sky main centre and was being fixed. I asked how they could fix a problem that affected other channels, and was not given a good explication. I said goodbye.

After a search online I found that someone had reported the same problem to the Freeview forum.

 

http://is.gd/wvtK6m

I emailed Sommet, Choice and Maori.

Andrew from Sommet emailed me back. I gave him the link above and answered his questions.

A few hours later an email arrived from Kordia asking me to check that the problem was
fixed as they had tweaked something on the transmitter serving Waikanae.

I checked it was fixed.

So I thanked both Andrew and Kordia.

I also asked Kordia what the process was for reporting any
further issues that occur with the transmitter as I didn't want to go through this rigmarole again.

I am still waiting to hear back.

The problem is that Kordia works for the TV stations and is only interested in
hearing about problems from them. I guess it costs the station to get a fix. But it is us,
the viewers who notice the problem.

What is required is one 0800 number that the viewer can ring and tell them about a problem.
It doesn't matter if that 0800 number is run by Kordia, Freeview, or an association of broadcasters.

The viewer should not have to spend about half-a-day trying to get a problem fixed.


I also agree that there is something very badly wrong with the Waikanae transmitter.
This just one of several issues we have had since moving here 4 months ago.
Never had anything like this from KauKau.


 









784 posts

Ultimate Geek
Inactive user


  #1024633 13-Apr-2014 22:53
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This all seems unacceptable....whilst I realise we dont pay a licence fee anymore, it is covered by our taxes. One would think they would encourage the prompt reporting of faults.



296 posts

Ultimate Geek


  #1024739 14-Apr-2014 10:19
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I have received a reply from Choice telling that the problem is my aerial. Maori TV have yet to reply.

200 posts

Master Geek


  #1024906 14-Apr-2014 14:04
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Spyware:
mattbush: Tonight (Tuesday) I am getting frequent short outages on the service. All channels will intermittently come up with "no service". 

I am quite sure it is a transmission issue as it seems to happen in kapiti quite frequently.

Is there anyone we can contact about the service to either advise of the outages or just simple complain?

I have looked on the websites and couldn't find email addresses or phone numbers.

Help appreciated.

regards


Post some captures of your spectrum analyser screen if you are so certain, what signal level is being recorded at device in question??, what signal level is being recorded at the antenna??. 99.999% of problems are antenna or cabling issues.


This is a constant problem with Kapiti and it also affected me, from comments from Installers Crap gear used and NO mains power backup.



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