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Discussion Starter #1
I tried following Shaw's directions "to activate your Instant Pay Per View account" on a 630:

https://secure.shawdirect.ca/english/ppv/aboutppv.asp#activate

Three separate phone calls to customer support and 3 failed attempts to get a report back under options 4-3-3.

The fourth call was escalated to technical support. You can not order a PPV with your remote if you have a XKU LNB, you have to phone your request in to Shaw.

You would think Shaw would update their CSR's and website. :rolleyes:
 

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You had it hooked up to a live phone line? We've done it multiple times this way - not too sure why it would cause you any issue. I'm pretty sure there would be no difference between the 605 and 630 in reference to instant PPV.
 

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Discussion Starter #3
Yes, the phone line is live. But regardless, you can't order a PPV with a remote if you have a XKU LNB.
 

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Yeah, we have xKu and are able to at will with any of our receivers. I know that we definitely have xKu, seeing as I did the full installation - hah.

I'd contact Shaw and tell them that their technical department is smoking something pretty herbal. There should be no issue, and they might just be covering up for a faulty modem or something of the sort.
 

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A lot of the technicians are new and don't know about issues that are not in their database. They tend to try and fabricate and explanation rather than telling customers that they haven't the foggiest about what they're talking about.

If you want to PM me your phone number or account number, I'll pass it off to your province's supervisor so they can call you and get a better understanding of the issue.

Cheers.
 

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I sent off your information to a field supervisor for your province - just waiting for a reply. Hopefully you should hear from someone within the next day or so.

Cheers!
 

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Well, here's all the information I can give from the reply:

1) With the 9.22 software version customers are not able to order via the phone line on a 630. They would need to call it in or use VOD if it’s set up.

2) At this time the call centre representatives are correct. Unfortunately, not much can be done until a fix is found.

So, it looks like we will see a fix coming within the next few months. There doesn't seem to be an issue with the 605, but the 630 is having an issue with the software.

If any other information is passed down, I'll make sure to let you know.

Sorry that I could not be of much help!
 

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Discussion Starter #11
You were a great help, thanks! Now we know the "Instant Pay Per View" can be activated on a 605 but not on a 630 until a fix is found. Accurate information is what we need and you got it for the forum members. :D
 

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To prove the point, I just paid $6.99 and ordered the GI Joe movie on Channel 965 on my 630 receiver running 9.22 software version. I am watching it and recording it. I don't have VOD set up.
 

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I was told by a call centre rep that channels 960 to 966 can still be ordered by remote but above that you will need to phone in.
 

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I'm going to get a little more information on this. I'll see if there's a date to figure out when channels other than 960 to 966 can be order. That's a little insane.

Software issue or not for the higher channels, it's really not acceptable.
 

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Discussion Starter #15
Since it's been proven you can "activate your Instant Pay Per View account" on a 630 and order PPV's on channels 960 to 966 then obviously my 630 has issues. All 4 attempts of Shaw to send a signal to activate the Instant Pay Per View have failed to get a report back under options 4-3-3. I disconnected the phone line from the 630 and connected it to a phone and got a dial tone so the issue is not the phone line. It appears a 630 replacement is in order.
 

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There is also a RJ45 for network connection on these receivers isn't there? Any chance you have the phone line plugged into the wrong jack on the receiver?
 

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Discussion Starter #17
You are absolutely correct. I could only pull the TV stand out so far from the wall and was looking at the receiver from an angle. I didn't see the telephone jack on the far side and had the telephone line connected to the RJ45 jack. I feel so dumb right now.

Thank you for your suggestion, it is appreciated.
 

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I can tell you that on my 630, it cannot do a report back successfully even though the phonne line works (call display works fine). I also don't have the option to even order a movie with my remote, and I do have IPPV activated. Asked twitter rep and he said ability to order ppv with remote has been disabled and have to call it in. Fee of $1 is waived now for this as a result.
 

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Discussion Starter #19
So now we have come full circle. Until the issue is fixed you can not order a PPV on a 630 with your remote if you have a XKU LNB. :D
 

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You are absolutely correct. I could only pull the TV stand out so far from the wall and was looking at the receiver from an angle. I didn't see the telephone jack on the far side and had the telephone line connected to the RJ45 jack. I feel so dumb right now.

Thank you for your suggestion, it is appreciated.
Don't feel bad, the CSR at Shaw D that you called doesn't feel bad even though it should have been on their list of things to have you check.
 
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