Welcome to Installation

cancel
Showing results for 
Search instead for 
Did you mean: 
Need help?

Understanding the modern HeartBeat (HB) options

SOLVED
37 REPLIES 37
Showmaxed

Re: Understanding the modern HeartBeat (HB) options

It's become worse, as I also experienced - after escalation is allowed some just don't bother anyway. Maybe lazy due to lack of accountability, or not wanting to deal with the red tape, or being overworked due to staff shortages.

 

Similar concerns on this forum, for instance where's the Mods again today??

 

Seems that some of this company is now in freefall !

Red Carpet

Re: Understanding the modern HeartBeat (HB) options

Once you get through the escalation firewall, things happen.

 

Please see my PM message to you.

Octo LNB; 2 by 2x4 MS; 2 by ES 5-2; Dedicated PSU for LNB, ES's, MS's; HD PVR 4P x 2; Explora 1; DSD 660; FSM
Red Carpet

Re: Understanding the modern HeartBeat (HB) options

Thanks for the feedback much appreciated. Confirms what I posted originally, except for the "generic" solution for single view decoders.  I have heard of this before.  Apparently, there is a sort of "generic SC setting" available in their system that works for many older model decoders as well.

Octo LNB; 2 by 2x4 MS; 2 by ES 5-2; Dedicated PSU for LNB, ES's, MS's; HD PVR 4P x 2; Explora 1; DSD 660; FSM
Showmaxed

Re: Understanding the modern HeartBeat (HB) options

Well done with your persistence, and thanks for the feedback!

 

Pity MC don't pay attention here - your post sums up everything wrong with the service, and that often only a few workers with some care hold it together.

 

No idea from my side re the odd s/c number being displayed mixup.

Anime

Re: Understanding the modern HeartBeat (HB) options

Ok, so a few weeks of frustration have passed. The system upgrade they performed did not help the process, as it seems as though the operators were unable to do the simplest of resets and had to escalate every request.

 

I never got the heartbeat to get to the  4137 decoder, so decided to disconnect it from XV via the DSTV app. Then I called them to reconnect it. The operators could not do it themselves so had many promises of escalations and people who were to call be back (but never did). So that frustration continued for about a week.

 

Until 2 nights ago.

 

I messaged all their customer service channels (FB, Twitter, and WhatsApp - with a few choice words included). The DSTV Care - @DSTvCare - Twitter handle seems to be the only one without a bot running the show - an actual person responded via DM at about 9PM and said they would get back to me - which they did not.

05:08 the next morning, however, I received a DM that they have escalated and are busy working on it. In the next 3 hours of chat, the XV was reconfigured as follows:

  • Xplora 2 - Primary (previously was told that pricelock prevented change in primary)
  • 4137 - Secondary
  • Xplora 1 -  Secondary

The only issue was that PVR was not enabled on both Xploras. Got an escalation call-back last night (which could have been from any of my previous escalations) and a very nice lady called Lorraine (if memory serves) asked if everything had been sorted. She then went on to fix the PVR setups and called me back later the evening to confirm all was in order. So everything done.

 

Xplora 2 supplying HB to

  • 4137 via SLNB and
  • Xplora 1 via RF

(no diplexer used) 

 

Surprising thing is that the 4137 SC number on the Xplora 2 XV screen still has a number that is not the serial or SC number of the 4137 (still the same number as before, though, when Xplora 1 was the Primary).

 

I did a DSD4138 installation and have a similarly structured number reflected on that setup in XV screen . So it seems to be that the SC number is not used with the non-PVR HD decoders? 

Red Carpet

Re: Understanding the modern HeartBeat (HB) options

Yes it is just about operator competence nothing else.

Octo LNB; 2 by 2x4 MS; 2 by ES 5-2; Dedicated PSU for LNB, ES's, MS's; HD PVR 4P x 2; Explora 1; DSD 660; FSM
Highlighted
BoxOffice

Re: Understanding the modern HeartBeat (HB) options


@GeoffD wrote:

There is nothing that appears to make it impossible to change the status of a Pricelock decoder from primary to secondary status except operators not knowing how to do this.

 

I can confirm that it can be done. When they installed the Explora 3A on a Price lock agreement I was told that the 3A will have to be the primary but after I spoke to the operator who did the setting up the Explora 2A was retained as the primary. I think it may be easier to do the setup with price lock as primary but it can be setup as secondary.  

 


 

Explora 2A (primary) Explora 3A Secondary SLNB LMX501  Samsung S9   Samsung Tab
Red Carpet

Re: Understanding the modern HeartBeat (HB) options

Don't wait until 17:00 Phone them ASAP!

If you can't see the secondary SC card number on the XV screen for the primary, that fault IS MC has failed to clear older XV info and set up the 3-decoder XV correctly!. It is their mess as usual!

Octo LNB; 2 by 2x4 MS; 2 by ES 5-2; Dedicated PSU for LNB, ES's, MS's; HD PVR 4P x 2; Explora 1; DSD 660; FSM
Showmaxed

Re: Understanding the modern HeartBeat (HB) options


@justubbs wrote:

MC operators have previously insisted that all 3 decoders are set up in the same XV environment but clearly there must be some technical issue that has excluded the 4317 and has to be resolved.


I do hope that it's that simple @justubbs  . The only explanation I can think of is that you had a previous XV arrangement with a decoder now no longer used? It's often the case that MC forget to properly break those old links first.

 

Note that the specialist can only phone you back, usually hours later. Suggest you get a supervisor's name for accountability else they may not bother to see it through, in my experience anyway.

Anime

Re: Understanding the modern HeartBeat (HB) options

So I moved the Explora 2 to the SLNB point where the 4137 is located. Hooked it all up and HB was there within a few seconds. So not an installation or cabling issue. (Mounting of 4173  made it a chore to swap it to the Explora 2 location - so I didn't Smiley Happy). 

This makes me think that the incorrect smart card number on the Explora 1 XV screen is the issue. The HB sent by the Explora 1 must then be specific to the decoders it is trying to ping in the system.

MC operators have previously insisted that all 3 decoders are set up in the same XV environment but clearly there must be some technical issue that has excluded the 4317 and has to be resolved.

 

So I will call MC after 5 this afternoon when they are back online and insist that I speak to an XV specialist as suggested previously by @GeoffD & @Optimist.

 

Will report back thereafter or in the morning. Thanks everyone for the comments and input so far.