Update on my end. I phoned back to get a credit, I went straight to the point, gave them my account number, the incident number and explained that I have not been receiving the service I'm paying for. There was no argument and they offered me the free preview of all channels for two months. I countered saying that I don't watch all that stuff anyway and I want a credit until the problem is resolved. While she couldn't give me an on-going credit, she said to phone back each month to get it if it's not fixed. I ended up getting credit for three months (Nov, Dec and Jan) for the Digital TV bundle. $54.95 X 3 = $164.85. My problem dates back a year, maybe I could of got more but I had moved so she could only go back to Nov. Nice that I got credit and will keep getting a credit but I would really like the problem to get fixed.

Reported same problem as Incident #90981
Number of times reported: 1
Date(s): March 8, 2008
Location: Victoria

Tried to report incident #90981 but rep. says there is no such number anymore. After a long battle with him, was able to get HD Plus credit back till Oct.2007. Only $60 credit, but better than nothing.

Cancelled my Movie Central and complained about the recent massive picture dropouts (supposedly due to sunpots, or so they say) and the sound drops and quoted the incident #90981. The rep hadn't heard of the problem before, so I gave him the run-down of the testing we had done and how we hadn't heard anything back. He sent it up the chain and some is supposed to get back to me.

Cancelled my Movie Central and complained about the recent massive picture dropouts (supposedly due to sunpots, or so they say) and the sound drops and quoted the incident #90981. The rep hadn't heard of the problem before, so I gave him the run-down of the testing we had done and how we hadn't heard anything back. He sent it up the chain and some is supposed to get back to me.
Sunspots are a real thing believe it or not. It's pretty much a solar flare that is sent out that can create noise on VHF and cause interference. It happens twice a year, once for us since we're on the northern part of the world. It only lasts a week or so. :)

Outofmyhead;

Your username might be the explanation for why you are posting here. Please read ALL posts in any thread before 'jumping in'.

As described in Post #1 of this thread, it is intended only for posts from people who are reporting this issue to Shaw. There are other threads where you may discuss your ideas or offer your advice.

Thank you for adhering to the thread topic in future.

Reported same problem as Incident #90981
Number of times reported: 1
Date(s): March 20
Location: Abbotsford

Just called Shaw to complain, was trying to watch Fracture the other night 211 and it was unwatchable. Spoke to John, who was very helpful. He knew of the problem right away, and said that almost all the channels have been fixed, with the exception of 200, 203, 211, 212, and 217 still experiencing drops. He said that managers are going to be personally calling people who have reported the problem, starting the week of the March 27th. At that time, they will discuss where they are with the problem, what's been doing to fix it, and discuss what will be done in terms of credits and to hear any other concerns we have.

Jesus, this is frustrating!!

So, I called Shaw to report the problem again and the TSR said his computer shows this incident number as being resolved in January! Sooooo, they've booked a service call for Tuesday. I'm so sick of Shaw's crap regarding this issue, and I have yet to get someone that knows anything about the issue, or is willing to offer programming credits.

I think this is the third time I've tried to report this as an issue, and I don't think I've ever been successful.

Gord

The recent reports that this Incident number is 'no longer active' had me concerned as nothing has changed as far as the audio drops go so I called Shaw today. I was told the 90981 number has indeed been closed. When I asked how this was possible when the problems are still happening, the TSR said he was not sure but he would look into it and get back to me. He has promised to call me back no later than Wednesday whether he finds anything out or not. In the mean time, I asked him about a PT # I have also been made aware of, PT 1069 (PT=Problem Ticket, I have no idea where or when this originated other than this TSR told me this info was at least a month old). It contains the following:

----------------------------------------------
Intermittent audio dropouts on HD channels


Ticket: PT 1069

DCT Model: All High Definition DCT Models

Description: Intermittent audio dropouts on HD channels.

Issue: Intermittent audio dropouts on High Definition Channels. These dropouts vary by frequency and duration and have been observed on several HD channels.

WorkAround: None.

Action: Recent progress has been made in troubleshooting the sources of the problems. We will post updates as they become available.

----------------------------------------------
I'm not sure where or who the 'updates' would be 'posted' for but I don't think they were meaning us, the customers. Further, when I pushed the TSR about the 'closing' of 90981, he told me there was nothing about anything like this problem in any of their 'service alerts'. Again, I asked how that could be when this issue has been going on since as far back as September of last year and all across the Western half of Canada? Again, he stated he didn't know but would like to find out for himself and me. All I can do is hope he is actually able to find something out. I won't be surprised if he doesn't call back.

I will continue to make efforts to get an update on this incident number but if anyone else wants to report their audio drops, please use both the old (Incident #90981) and 'new' (PT1069) numbers and record your reports in this thread. Please post all discussion in the original 'Sound Dropouts on HD channels' thread: http://www.digitalhome.ca/forum/showthread.php?t=73915.

Thanks,
Jetranger

Resolved!?!?!?

It's gotten worse. I'm missing a program I want to see because the audio and video dropouts are happening so much.

Getting more than fed up with these guys.

Reported Audio drops last week via e-mail and quoted incident #90981; received a response this week that they are working on the issue and expect to have it resolved shortly and deal with credits at that time. Additionally they will be following up with a phone call later this month. Further they asked for the DCT model#, television make and model and connection type e.g. HDMI

Well, what can I say. I received a call from my contact inside Shaw yesterday and have to say that things have not changed. In fact, I asked about how we can keep an Incident # open so people can use it for reporting common problems but apparently Shaw has no ability to do this. They consider each case to be a separate incident and therefore need to have different numbers for each person who calls in and send out techs to every house. I am somewhat amazed that this is the way it has to be but I guess that is the way they do things.

What does this mean for us? I would suggest that anyone who continues to have the audio drop issues with their HD channels still call or email Shaw to report them. You can quote Incident # 90981 but you may be told that number is no longer in the system. All I can say is we tried but sometimes you just can't fight city hall. I will post more in the main 'Sound Dropouts' thread. Can you tell I am not so impressed?

I think I might go back to Telus, can't do Bell because I am in a highrise and facing the wrong direction

Telus has HD now apparently. Not sure what kind of PVR's they have.

This is ridiculous. Shaw has been out to my home and found nothing wrong. They say they are looking into it. I pay $250 a month on average for Internet, TV and Phone bundle. Not happy at all.

I will give it a few more weeks.

I can't believe this is STILL an issue, the audio drops.
I do not watch a lot of HD as it is. I watch the odd channel amongst the SD too.
I recorded the 'Carrier' documentary off PBS HD this week, and I can not believe how often theres blank audio. At first I thought they were blanking out the "F" words perhaps, but I soon realised I was wrong. There's more blank audio than audible audio!

Last time I reocroded 'The War' a few months back and was the same dam thing!
This is why I do not count on the HD channels and don't show them off to my freinds or family.
All I get out of them is guaranteed widescreen....otherwise I'd watch the same thing on the SD channel if it wasn't hacked to fit 4:3 screens.

My 2c worth anyway.....its finally got to me....or was it the fact I also just got my Shaw bill yesterday (a few $$$ more now too!!).

Just a reminder that this thread was for people who were reporting the audio drops on HD channels. It was intended to be a handy reminder of a common trouble ticket number but has since been apparently closed.

Moderators: Perhaps this thread should be closed so that all discussion can continue in the Shaw Sound Drops thread? I would still hope people can use this number for a reference but perhaps I will just have another one opened and start a new thread.