Impressive.

What lousy calls today. Too many SDP calls make me cranky. Then again too many cable calls make me cranky too, so I dunno. *sigh* At least I have 3 days off the phones now.

Oh well, meant to blog this yesterday, cause yeah. I'm terribly impressed by the email this customer sent us. Note the turnaround time for a response back to this dude. Email received by us at 12:30 pm, and follow up call forwarded to me at 2:00 pm. Insane response time. We usually never respond or take a week to lol.

-----Original Message-----
From: A B
Sent: Sunday, July 16, 2006 2:11 PM
To: M Y
Subject: FW: Gradual degradation of the Cable TV and Internet Services
Importance: High
Hi M,
When you get the opportunity, could we please have you call this customer and arrange to have a SC booked to resolve their issues?
When you have contacted the customer, or left them a message please reply back to Technical Service Follow up to let us know how you made out, or if the customer requires a callback later on in the day/evening.
Also, you may use break 7 for this callback.
Thank you,
-----Original Message-----
From: S Internet Vancouver Help
Sent: Sunday, July 16, 2006 1:39 PM
To: Technical Service Follow-Up (van)
Subject: FW: Gradual degradation of the Cable TV and Internet Services
Customer is experiencing connection problems, mainly with digital cable.
TT 11926619 indicates that removing the splitters resolved the problem, but the customer reports that it is still present. Could someone please contact to arrange a service call?
Account 01000027148
thanks

-----Original Message-----
From: S. O C
Sent: Sunday, July 16, 2006 12:27 PM
To: S Internet Vancouver Help
Subject: Gradual degradation of the Cable TV and Internet Services

Dear Sir/Madam,
We are longtime customers of your company for many years in the Vancouver Westside. Our complete S home package, as you can easily verify from the email address, includes both extensive cable TV and fast broadband internet services. Since the initial installation about 6 years ago when the R business was acquired by S, our cable TV service was set up for both standard lowband and highband channels and digital channels with one digital control unit.
With our subscription to just one digital control unit but a service package to support for more than one TV's, a splitter was provided by your service personnel to split the output from the wall outlet on the main floor into two, one going through the digital control unit to our main HD TV set for complete standard and digital channels, and the other going directly to another TV for only standard non-digital channels.
For the connection to our computer which has both TV and network facilities, a splitter was again provided to split the output from the wall outlet in the computer room into two, one going through the cable modem to the network interface input and the other directly to the TV interface cable TV coaxial input on the computer. This configuration has been working for all standard cable TV channels on TV sets and on the computer, the digital channels through the digital control unit and the high-speed internet services for more than five years.
Then, within the past year or so, the quality of the TV signals and the internet connections deteriorates noticeably, more so during heavy usage hours of each day. The non-digital channels sometimes become more snowy, the digital channels sometimes show flickering squares and stripes on the supposedly more HD display and the network connection online status drops periodically, more frequently during heavy internet traffic. This more or less sudden degradation coincides somewhat with the introduction of the S digital phone. Recently, within the last few months, the degradation becomes even more severe and obvious. The signals coming out from the wall cable outlets are evidently weaker, particularly so for the digital signals. Our digital TV channels suddenly fail to work completely through the cable box while the non-digital channels are limping on with degraded quality. The network connection through the cable modem breaks frequently and fails to reconnect sometimes even after long waits.
We have reported such problem on several occasions, and in fact, quite some of our acquaintances using Shaw cable and internet services have experienced and reported similar problems to your support centre. The personnel in your support centre, evidently knows the problems very well and provides immediate remedy pin-pointing to faulty splitters and suggesting their removal. We have tested our current splitters and tried some others but the digital services still do not come about. We all know that there is some loss in signal level in the splitted lines but the main supplied signal level from the wall outlets should be and had been high enough to sustain reasonable services through splitters as in the past five years or more. The cause of the problem, which has not been revealed to the general users of the services, is that the supplied signal levels are too low (maybe just for some service areas only), particularly low for the digital signals, probably due to added digital phone burdens in a limited broadband resource environment and/or other digital data transmission problems. Your company personnel, if not aware of these problems, should start taking a serious look into them as soon as possible.
I would appreciate very much that you could let your higher management know about the current urgent problems and provides at least the level of services we got from about 2000-2005. If we do not have some positive response and acceptable solutions to the problems by the end of July, we will be forced to look for TV and internet services from other providers, for, such as, satellite HD TV and ADSL internet services.
Thank you very much for your trouble and looking forward to some positive response soon.
Yours Truly,
S. O C.