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Helper

Re: Guide /box unresponsive

Replacing the box is always the path of least resistance for a rep to take and is (usually) not the correct course of action to fix the underlying cause. You need an actual tech out to your home to inspect the physical infrastructure. 

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Trusted Helper

Re: Guide /box unresponsive


@reds91185 wrote:

Replacing the box is always the path of least resistance for a rep to take and is (usually) not the correct course of action to fix the underlying cause. You need an actual tech out to your home to inspect the physical infrastructure. 


Yes,

 

Tech Dispatch is needed. Avoid any reboots of boxes, modems, or routers for six hours.  Specify a signal and drop line test in the work order.  Tech should also check main junction box in street.  Bad weather, animal chews, wiring inside/outside the home can all cause system/signal slowdowns.

 

When the tech is there, tune to and have him test an On Demand Channel.  These are also the most sensitive to signal problems.

 

Satch

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Contributor

Re: Guide /box unresponsive

Latest developments:

The guide is now working as it should with no delay. No idea what changed, but I did get an automated call about a "recently resolved service issue."
On Demand content works without any issues. Tech hasn't come yet, but not sure if there's still a need for a tech appointment.
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Trusted Helper

Re: Guide /box unresponsive


@cb_2367 wrote:
Latest developments:

The guide is now working as it should with no delay. No idea what changed, but I did get an automated call about a "recently resolved service issue."
On Demand content works without any issues. Tech hasn't come yet, but not sure if there's still a need for a tech appointment.

My recommendation,

 

Keep the appointment.  But tell the tech that you "don't want the box swapped."  The Arris 3600 is a great box with 6 tuners. The World Boxes that they are now replacing them with are only 4-tuners, and a lot of customers prefer the older and more reliable ODN cable guide over Spectrum Guide, which you will get if you swap the box, so don't.

 

Ask the tech to check your drop line and signals just to make sure that your residence is OK, to verify that everything is resolved at your place. (So that you don't have to go through this again in a couple of weeks.)

 

Satch

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Helper

Re: Guide /box unresponsive

Could have been an issue at the node or CMTS that was impacting many customers.