Bell TV 9241 HD PVR discussion thread

[Whingenot]

Five or six days have gone by without a fix for this stupid error. It could be rectified by going back to software v. 231. Why is BTV dragging their heels? I noticed that programmed recording carries on despite the inability to turn the 9241 back on. But to watch TV, you have to spoil the recording by rebooting. What kind of nonsense is that? Contacting the Call Centre seems like a waste of time to me. What we need are the coordinates of a BTV exec who should know how BTV is antagonizing us. Anyone with that info?

[dosborne]

Originally Posted by Whingenot

Contacting the Call Centre seems like a waste of time to me.

It might seem like a waste of time, but it is the best way to get any action on the problem. Demand a credit (and a fix). Without a record of your complaints, you aren't likely to get much help from the higher-ups.

[Fmrbdctm]

Contacted Bell TV’s call center regarding the issues with V.232 software. I know that there is no real solution at this time but just wanted to get on record as a “not happy” customer. The tech sounded like he had been beaten up by customers on this issue pretty frequently lately. He was not interested in listening to my concerns or responding to my questions, but just wanted to tell me that the update was Bell’s way of trying to provide good customer service that had some unfortunate “side effects”. His fix was the full system reboot mentioned by others on this forum. I tried to point out that this fix is required daily and is a large part of the annoyance. He also said that they can not go back to V.231. ???? (Not even by re-releasing V.231's code updated to make it appear to the system as say V.233?)
The odd thing is I only wanted to get the complaint on record, but by the time the Service Rep. was finished over-talking me, I was getting a little angry. I brought up the Bell breaking my property argument (a thought mentioned by Ashai) and that perhaps compensation was appropriate. He offered me $5. If money was the issue, I am sure that pushing the complaint up the ladder would have yielded more. Now $5 is pretty meaningless to me and to Bell, but if every 9241 customer were to get $5 on this issue then maybe Bell will put more care into testing in the future?
How about a Bell TV beta test group? You know, a small group of Bell TV subscribers to beta test new software for some reduction in monthly rate. The forum members here at Digital Home would make ideal candidates.

Cheers!

[hwshi]

I am curious if anyone else has problems with this receiver not always responding to a power on/off command from a harmony remote. Often times the receiver is the only component I have to power cycle on or off after an activity change. I can literally be pointing the remote at the receiver at approximately 6-8ft and it will not respond to a power command. Yet all my other commands for the receiver from the harmony seem to take the first time.

And yes this predates the latest firmware fiasco.

[dosborne]

Originally Posted by hwshi

I am curious if anyone else has problems with this receiver not always responding to a power on/off command from a harmony remote.

Check and extend the timer values for sending commands and the interval between commands. It shouldn't be a problem. You may want to also try learning the command from the original remote instead of using the database, or vice versa, depending on which option you currently use.

[jft436]

Nanchim is the secretary to the President of Bell TV and she takes his problem calls. I have dealt with her in the past and she is a very nice young lady.

Perhaps if we all call something will get done immediately

{deleted - see proper contact info a couple of posts down}

It is Incredulous what Bell TV has done to this receiver.What a way to run a business corrupt customers PVR receiver with faulty software.

Now into Day 6

[Frodonf]

Same problem here with RDSHD and SRCHD.

But does'nt seem to have the on/off problem... Yet.

I'm gonna use the Harmony 890 with IR repeaters to control my system.
Does someone knows which of the three holes on the front of the 9241 is the IR receiver and which is the emitter ?

[TheGrub]

Same problem here
SRCHE and RDSHD + power problem !!!

I will call tonight and see what they have to say !! Yeah i know... i like wasting my time !

As for the harmony problem... i find that the harmony has to be pointed directly at the 9241 for it to respond well... That is the only device that i have that does that !

[jft436]

Here is a copy of a letter(e mail) that I sent to the executive secretary/assistent of the president of Bell TV today.

I am suggesting to other forum members who are impacted by this faulty firmware e mail or call her. I posted the phone number about 4 previous posts

Date: 6/9/2009 6:19:02 PM
To: {deleted - see proper contact info a couple of posts down}
Subject: Bell receiver 9241

Hi again,
we spoke before and you assisted me the purchase of my 9241 receiver and the misleading promo in March of 2009 and it worked out succesfully.

Well I have an other problem now along with many other customers,and quite frankly I can not understand how your company operates as a service organization when it frustrates so many customers.

My receiver has worked perfectly since I purchased it in March 2009 .
On Thursday June 4th Bell downloaded and installed new firmware/software on the receiver V232.
Now the receiver will not turn on with the remote, nor turn on with the switch on the receiver.

A hard reboot has to be done to turn on the receiver. Pulling the power cord or holding the off and on switch for about 6 seconds.

It takes a couple of minutes for the receiver to come on as it has to find the satellites and download the program guide.

This problem is intermittent and the receiver will fail at least once a day. I have lost some recorded programs.

Could you asssist in one of two ways.
1. Expedite the new software/firmware

2. Or download the previous software/firmware V231 and rename it V233

I have called your technical support on four occasions on this issue while they are very accommodating none of them know about this problem and it it is only when they speak to the senior technician do they find out.
Do they not communicate with one an other?

They apologized for the inconvenience but can not tell me when the issue will be resolved.
I am not alone in this problem this has impacted many of the 9241 owners.

Would you please assist in this matter

Thank you,

JF Thompson

[grover432]

I too am experiencing this problem. Hopefully the repeated hard boots will not damage the receiver before a fix is available. I'm sure Bell is working on v233 though as we continue to post on the subject.

[chadurban]

Just starting this week, I noticed that whenever I goto turn the power on my 9242 receiver, it doesn't seem to want to work (just shows the screen saver). Its the same if I try with the remote or on the receiver itself. This seems to happen after the receiver has been previously powered down for a little while (overnight?). Is this suddenly happening from some type of firmware update? If so, anyone know how to fix this? In order to turn the receiver on, I have to unplug it, then plug back in, and let it wind up. Then it will turn on normally, search for signal and work normal. Only until the next day after work again.

Anyone else run into this issue?

[scrooloose]

Are you sure you don't have a 9241 receiver? If so, see this thread http://www.digitalhome.ca/forum/show...100252&page=16 starting around post 228.

-Mike

[TheGrub]

You forgot to mention the problem with RDSHD and SRCHE that freeze even with 100% signal. And only on the 9241 since the last update as well.....

[chadurban]

Ah yes, my bad, it is a 9241. Thanks for the link, will check it out!

[dosborne]

Please note the proper way to contact the Bell executive office copied from their web site is:

Feel free to Contact Us by email at bell.direct@bell.ca, OR, Call 310-Bell (310-2355) (NO CHARGE) and we will be delighted to provide assistance.

1 866-317-3382

Situation not resolved?
Ask to speak to your Customer Service Manager; your Client representative will gladly transfer you directly or you may write to:

Office of the Manager
P.O. Box 920, Station A
Toronto, Ontario
M5W 1G5

If you feel there is more that we can do...
You may speak to the Bell Canada Executive Office of Customer Relations by calling
Québec: 1 866-317-3382
Ontario: 1 866-317-3382

You may write to us at:
Bell Canada Executive Office of Customer Relations
P.O. Box 593, Station A
Toronto, Ontario
M5W 1E4

E-mail us at:
executive.office@bell.ca

To fax us:
1-800-554-5148 (no charge)

Funny they had to list the number for Ontario and Quebec as 2 entries when it is the same number LOL