Bell Fibe Installation - Service Recap
Bell Fibe Installation Recap
Service installed 1 May. I had a PVR and Receiver installed. The Bell Tech was courteous and the in-house wiring was neat, with a few minor requests for location of elements accommodated. The Connection Hub was installed in the basement were I requested and the PVR and Receiver placed were Rogers 8642 and 8300 had serviced our two TV’s. I am within 1km of the Fibre node in our area, and I estimate this would be wire distance not walking distance.
I have a router on the 2rd floor of our house and it is connected to the Connection Hub via PowerLink adapters. Wireless and wired connections are with my Linksys router.
From the first night we had pixelating and signal loss problems. It took until 24 June to stabilize the service. The following is a summary of my interaction with Bell Fibe TV support.
99 Visits from Techs and Cable department. Recap of their visits follow:
• Wednesday 8 May – Tech replaced the Connection Hub and grounded the Line at the NID. (??).
• Friday 10 May – Tech checked wiring in house, ran line test and confirmed line had “Good Head Room”. Checked the Fibre Node in our area and advised we were on a connection suitable for Internet, not Fibe TV. He move our line to one suitable for Fibe TV, and advised someone in the Back Office needed to reconfigure our service to reflect the new connection. We lost all Fibe TV Service that night and it was not restored till Monday.
• Saturday 11 May – Tech checked installation, asked my wife for recap of problems, called the previous tech for advice. Unable to find anything wrong and could not affect restoration of service.
• Sunday 12 May - Lineman (?) arrived and advised he had checked our line and confirmed there were no shorts in the line.
• Monday 12 May – Tech and Lineman (from Sunday) arrived. Tech verified cabling in house, and between Lineman and Tech they were able to determine the Line change on Friday had not been configure properly at the Back Office. When they got the back-end configuration corrected, service was restored.
• Monday 20 May – Tech visit, but my notes are weak on this visit.
• Friday 31 May - Discussion with Tech via phone. His tools/monitors indicated there was some line noise inside the house. After lengthy discussion and me running around house checking various connections he had me unplug the telephone cable connected to an HP All-in-one fax. Line noise (?) dropped and he concluded that problem source was resolved.
• Monday 3 June – Received call from Customer Care. Had lengthy discussion on how he/they were assuming responsibility for my Fibe TV issues. This was the beginning of the end of having to deal with L1 Fibe TV support. Good news.
• Thursday 6 June – Received call that their monitoring concluded some issues at the Fibre-Copper node and they “Cleaned the Fibre”.
• Friday 7 June - While on phone with Customer Care the Connection Hub was configured to service only TV’s and pass-through to my own Router/Gateway which was configured to login to Fibe Internet service. .
• Sunday 9 June – Tech replaced PVR (it was refurbished) but problem not resolved. Replaced with original PVR. Replaced Connection Hub and TV Service restored
• Sunday 16 June – On phone with Customer care we had to restore Connection Hub to TV service and modem for Linksys router.
Service has stabilized since 16th June with only minor pixilating. Something experienced with Rogers.
• Bell Fibe TV support infrastructure is challenged with more complex situations. An element of that is the Connection Hub which from my experience is a weak product.
• Fibe TV requires a connection that has bandwidth and much lower transmission error rates than Internet service. I’ve had NO noticeable Internet issues throughout this timeframe.
• Fibe TV IPG is far superior to Rogers. I would probably still be with Rogers if they had not delivered such a poor update to the IPG. I include channel changing, advance, rewind, and other functions used when watching recorded programs when I say IPG.
• Picture quality is a wash between Rogers and Bell Fibe TV. This is the untrained eye and not having the two pictures side by side to compare.
• Bell’s TV lineup is slightly inferior to Rogers. I had Rogers VIP and Bell’s Better. One big plus for Rogers is the SD weather channel provided Ottawa local weather every 10 minutes. Bell’s does not. Bells’ IPTV weather app is slow and the information inadequate as you don’t get the weather map that you got with Rogers.
• Bell did right billing wise for my pain and suffering.
• I was a royal pain in Bell’s side. I took it as a personal challenge to make them fix the service. All folks I dealt with on the phone were courteous, even when at times my frustration got the better of me.
On balance I’m happy with the switch. Rogers has got to fix their HD Box software (IPG).