rant: FRUSTRATED beyond belief....
OK, so I had the 6416, and decided that I'd like to swap it out for the DCX3400. Went to the Halifax Shopping Centre Eastlink kiosk, guy swapped the box, no problem.
I get it home, and the instructions say to call Eastlink to activate it. I call. They do whatever they do, and say to wait 20 minutes and everything should be fine--and they hang up.
20 minutes later, I can see programs on the TV....but there's a white overlay with red text (looks like some kind of firmware message from the box itself) saying, "In order to start cable service for this device, please call your cable provider: 1-888-345-1111", along with info about the box: CableCARD ID, Host ID, UnitAddress, Card S/N, MAC address, eCM MAC, and Host MAC.
I call Eastlink again. The girl sends an activation again--doesn't work. She tries a warm reset, then says it may take 20 minutes or so for it to work. She hangs up.
Of course it still has that message on the TV 30 minutes later. The frustrating thing is, I can see the programs and hear the audio, but there's that semi-opaque overlay over everything. I discover that it goes away after two minutes; but then if I change the channel, it reappears.
I call back. The next girl tells me to unplug the box, wait 30 seconds, and plug it back in. I do that. No luck. She sends a warm reset, and while we're waiting to see what happens, she asks if I want to book a service call.
Well....here's the thing. I really, really wanted this thing to work for Sunday...I have guests coming over to watch football in HD, and suddenly I'm faced with having no HD. I suppose I should've not swapped out the box, but I didn't think it would be a big deal, and today was the only time I was going to be in Halifax for quite a while.
So I asked her if there was any more troubleshooting we could do....it's a recently introduced box, maybe her instructions are outdated. Politely, I expressed surprise that the only thing we could do to troubleshoot this issue was to reset the box. She indignantly said, "Well, I *DID* have you plug and unplug it!"
OK, fine, I'm not going to argue anymore. Booked the service call. Now she asks me what's going on with the box from the reset we did. I tell her that it looks like it's off...the TV is completely black, and the only light on the box is the blue circle around the power light. She tries to tell me that "it may take a few minutes, just leave it...I'm going to write in the ticket notes that you'll call back."
I guess that was my cue to leave. Of course, as I type this 20 minutes later, it's still completely black and just powered off. I'm sure if I hit the power button on the remote, it'll turn on--and likely still have that white overlay message with red text.
Are there "second-level support" people at Eastlink who might be more likely to be able to troubleshoot this than the first-line CSR's? It seems like the script for these first-line CSR's is: reset the box, wait 20 minutes, if the customer calls back, try it again, and if it still doesn't work, book a service call. Is that really all that can be done?
Last edited by canadavenyc; 2010-09-10 at 07:53 PM.