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DISH syncs out with Channel Provider

Discussion in 'General DISH™ Discussion' started by SRsage, Apr 23, 2013.

  1. SRsage

    SRsage New Member

    18
    0
    Apr 23, 2013
    Bay Area, CA
    Had a big issue with DISH tonight. I work a very technical job at a Telecommunications Company in Newark, CA. I rarely watch television but lately I have enjoyed SYFY's new show "Defiance" and planned my day today on viewing it at its regular show time of Monday nights at 9pm. When I got home tonight to view it a different show was playing so I had to contact DISH to figure out what the error was. Apparently the Satellite Network can un-sync itself from the channel provider on occasion and you may be hours ahead or hours behind the channel provider's scheduled programming. This is actually quite a huge negative as to why anyone would want to purchase DISH programming. I was never informed when purchasing this provider that they have these issues. Below is my conversation with their techs.





    Amy (ID: G2C): Hi, my name is Amy (ID: G2C). How may I help you?
    Amy (ID: G2C): Hi Michael!
    Michael : Yes, I came home tonight to watch a show on SYFY that starts at 9pm Mondays and when I turned on my television it was not the 9pm show that it was supposed to be
    Amy (ID: G2C): We apologize for any inconvenience and I will be happy to assist you with your technical concern.
    Amy (ID: G2C): Please give me 2 minutes while I pull up your account and assist you further.
    Michael : it was supposed to be DEFIANCE at 9pm and instead I was watching Lost Girl which starts at 10 ?
    Amy (ID: G2C): Let me check.
    Amy (ID: G2C): By the way, how is your day going?
    Michael : it's going well up until this point lol, was really looking forward to that show
    Amy (ID: G2C): Sorry for the inconvenience.
    Amy (ID: G2C): Let me check your TV guide and schedule.
    Michael : it says 9pm / 8 C and I live in the Bay Area, California. Watched the same show last Monday at the correct time
    Amy (ID: G2C): Let me cehck.
    Amy (ID: G2C): *check
    Michael : im wondering why this week it was not on at 9pm on my dish
    Amy (ID: G2C): One moment.
    Amy (ID: G2C): You are looking for Defiance am I right?
    Michael : yes'
    Amy (ID: G2C): Please see this link, http://affiliate.zap2it.com/tv/defiance/EP01562200?aid=dish
    Michael : ummmmm was it not on tonight ?
    Amy (ID: G2C): Pilot
    S01, E01 (First Aired: Apr. 15, 2013)
    In the year 2046, various alien races try to maintain the fragile peace on Earth.Tue 4/23
    7:30AM-9:30AM
    122 Syfy
    122 Syfy HD
    9432 Syfy HD
    Down in the Ground Where the Dead Men Go
    S01, E02 (First Aired: Apr. 22, 2013)
    Amanda faces off with Datak; Nolan and Rafe try to apprehend Ben deep in the ruins of Old St. Louis.Tue 4/23
    9:30AM-10:30AM
    122 Syfy
    122 Syfy HD
    9432 Syfy HD
    Pilot
    S01, E01 (First Aired: Apr. 15, 2013)
    In the year 2046, various alien races try to maintain the fragile peace on Earth.Tue 4/23
    10:00PM-12:00AM
    122 Syfy
    122 Syfy HD
    9432 Syfy HD
    Michael : yes I see that.....that does not answer the question I just asked
    Amy (ID: G2C): Sorry about that.
    Michael : was it on tonight? Last week they stated 9pm/8c and it was on my dish at that time
    Amy (ID: G2C): Yes.
    Michael : this week it was supposed to be on at the same time
    Amy (ID: G2C): Tue 4/23
    10:00PM-12:00AM
    Michael : and I came home at 9pm to watch it and it was not on
    Amy (ID: G2C): We apologize for the troubles.
    Amy (ID: G2C): We don't have the control over for the schedule of your shows.
    Michael : I understand that you're not really listening though
    Amy (ID: G2C): I'm sorry.
    Michael : last week at 9pm....it was on my dish at the correct 9pm time.....this week it was not.......I need to know why
    Amy (ID: G2C): This will be aired today 10PM.
    Michael : because SYFY is still showing on their website 9pm pacific time
    Amy (ID: G2C): I'm sorry but we don't have control over it. Its the TV network who decides if they will change the time for this shows.
    Michael : and id like to know if the show aired MONDAY at 9pm pacific time......because it is MONDAY not TUESDAY here
    Michael : they did not change the time of their show.....this looks like a dish issue
    Amy (ID: G2C): Please give me 2 minutes.
    Michael : also I just checked the TV listing you sent me for Tuesday 4/23 and it does not show it will air at 10pm
    Michael : it shows TUESDAY 4/23 12:30pm to 1:30pm
    Amy (ID: G2C): One moment.
    Amy (ID: G2C): Still checking.
    Amy (ID: G2C): What happened when you go to channel 122?
    Michael : it showed Lost Girl at 9pm now it is on Continuum
    Amy (ID: G2C): We have finished all of the steps that I am able to assist you with to resolve this issue. The next step is to transfer you to an Advanced Technical Support agent to do some additional troubleshooting. I appreciate your patience; please hold while I transfer you at this time.
    Amy (ID: G2C) has disconnected.
    Thomas (ID: K8Y): Hi, my name is Thomas (ID: K8Y). How may I help you?
    Thomas (ID: K8Y): Please give me a moment to access your account and review your conversation with the previous agent.
    Michael : ..........
    Thomas (ID: K8Y): I’m sorry to hear that you are still having an issue with the SYFY not showing the show you wanted for the time listed. I know that this can be frustrating I have had this happen to me. I’d be happy to resolve that for you Michael.
    Michael : alright
    Thomas (ID: K8Y): I am sorry we do not control the feed from the channel and some times the information we are given from the provider does not match what is on.
    Michael : ok why was it correct last week and this week it is not
    Michael : never had this issue with comcast
    Thomas (ID: K8Y): Do to a miss queue form us with that channels provider.
    Michael : a mis que?
    Thomas (ID: K8Y): Yes a miss communication.
    Michael : so when did that show play today. I do not watch much tv at all but I set my schedule today to see that show
    Michael : and im very upset I missed it
    Thomas (ID: K8Y): That I do not know.
    Michael : according to the guide the other tech sent me I have to wait until Friday of this week at 10pm to see it
    Thomas (ID: K8Y): I can double check our web site see if that matchs.
    Michael : how can I set a schedule to watch a program on dish if you mis que the channel provider
    Michael : basically my show is up in the air when I will be able to see it weekly
    Thomas (ID: K8Y): I am sorry that this can happen.
    Michael : So will it happen again next week? Next Monday at 9pm ill come home and again the show scheduled for 9pm will be mis qued by Dish? How long does it take you to sync with the channel provider for proper view times
    Michael : because there really is no point in keeping Dish Network if you can not que the shows correctly
    Thomas (ID: K8Y): It should not happen at all.
    Michael : but it did
    Michael : and you stated it does happen
    Thomas (ID: K8Y): Correct.
    Thomas (ID: K8Y): I am sorry I am not the one that controls this.
    Michael : so I need to know when my channel will syn correctly with the provider so that I can actually plan when to watch the show I enjoy
    Michael : sync*
    Thomas (ID: K8Y): I have sent of a report regarding this problem.
    Thomas (ID: K8Y): It can take 48 hours for them to sync it.
    Michael : that's quite some time. So how do we make sure it does not go out of sync again
    Thomas (ID: K8Y): There are no guarantees.
    Michael : that's good to know. We have been discussing a new provider at our house and I think that is information worth mentioning
    Michael : On a scale of 1 to 10 that ranks about an 8 on the problem scale. There is no point in setting a schedule to watch a show if the channel "might" sync out at an inopportune time
    Thomas (ID: K8Y): I am very sorry that this can happen but I do not control that.
    Michael : no but your company does. At any rate I appreciate the information and it is regrettable on both of our parts that this error occurred.
    Michael : Something like this should be made public and I plan on looking into it further
    Michael : Good Night.


    When Considering which Television Provider to choose I'd strongly recommend avoiding DISH until they can solve their syncing issues. This is the second time in a month this has occurred and apparently DISH's only response is "oh well it's not the CSR's fault we will try to fix it in 48 hours."
     
  2. n0qcu

    n0qcu Legend/Supporter DBSTalk Gold Club

    1,256
    12
    Mar 23, 2002
    Defiance airtimes on Monday
    9:00pm & 11:00pm Eastern
    8:00pm & 10:00pm Central
    7:00pm & 9:00pm Mountain
    6:00pm & 8:00pm Pacific
     
  3. Stewart Vernon

    Stewart Vernon Doctor Whom Staff Member Super Moderator DBSTalk Club

    21,470
    359
    Jan 7, 2005
    Kittrell, NC
    I can't speak to what the CSR told you... but I'm confused at your confusion.

    I am on the east coast... and Defiance aired at 9pm eastern... followed at 10pm by Lost Girl... then Defiance aired again at 11pm, followed again by re-airing of Lost Girl at midnight.

    So... on the west coast, this means the new episode of Defiance should have aired for you at 6pm, and it should have re-aired again at 8pm.

    I don't know why you would have been looking for it at 9pm pacific time at all.

    edit: I see n0qcu was posting the same info as me as I was posting my reply.
     
  4. Slamminc11

    Slamminc11 Hall Of Fame

    1,347
    12
    Jan 27, 2005
    you were pretty much an @ss to the CSR.
    Dish doesn't control the guide, They get that information from an outside source (Tribune?). Dish doesn't control what shows on what channel at what time. they just beam what is sent to them into your house.

    "Michael : On a scale of 1 to 10 that ranks about an 8 on the problem scale. There is no point in setting a schedule to watch a show if the channel "might" sync out at an inopportune time
    Thomas (ID: K8Y): I am very sorry that this can happen but I do not control that.
    Michael : no but your company does. At any rate I appreciate the information and it is regrettable on both of our parts that this error occurred."

    Nope, their company does not!
     
  5. sregener

    sregener Godfather

    630
    26
    Apr 17, 2012
    The issue may be a case where cable is out-of-synch. Dish carries 1 iteration of SyFy, and that is the east coast feed. If a program is advertised as 9PM Eastern, 7 Pacific, you know that the cable companies are getting and using a separate west coast feed. Short of devoting highly valuable satellite space for what amounts to a second copy of the channel, what is Dish to do? And if SyFy ran a premiere back-to-back-to-back (which they often do) then it would have run at odd times (your aforementioned 9PM.)

    Dish provides a guide. Did you check Dish's guide for the time, or did you merely trust SyFy's? The DVRs all use that guide to set up recordings, and no one has chimed in with "Dish missed my recording" on that episode, so I suspect Dish's guide was correct.
     
  6. Orion9

    Orion9 Legend

    245
    9
    Jan 31, 2011
    I didn't have time to read the whole chat, but my Dish DVR recorded Defiance correctly last night. We've been with Dish since 2000 and I don't recall any "sync" problem.
     
  7. SRsage

    SRsage New Member

    18
    0
    Apr 23, 2013
    Bay Area, CA
    You know I considered that long before I contacted DISH. SYFY Channel itself posts that Defiance plays on both coasts at 9pm. Last week I watched it at 9pn Pacific and it posts it plays 9pm pacific and Eastern and 8pm for Central. Upon calling DISH customer service they checked the program guide again and concurred that the show is supposed to run 9pm Pacific and that the equipment was out of sync which is something that happens on their end and takes a few days to fix.
     
  8. SRsage

    SRsage New Member

    18
    0
    Apr 23, 2013
    Bay Area, CA
     
  9. SRsage

    SRsage New Member

    18
    0
    Apr 23, 2013
    Bay Area, CA
    You can google yourself if Defiance airs at 9pm pacific as I have, contact SYFY or read their forums. Defiance does indeed air at 9pm pacific. Did everyoneforget the part in the conversation where the CSR mentions that this does happen with their equipment moving out of sync with the channel provider?
     
  10. SRsage

    SRsage New Member

    18
    0
    Apr 23, 2013
    Bay Area, CA
    Also as far as being as direct with their CSR as I was, this is a consumer's market. I choose where my hard earned dollars are spent and I have loads of choices when it comes to programming. My wife and her grandfather watch the majority of Television. I rarely watch Television but I pick and chooce what interests me. IT so happens I got hooked on Defiance and set my schedule around it yesterday. So I left work and spent a few hours at my gym prior to coming home and realizing that the program I scheduled my day around was not on the air. The aforementioned show plays it's newest episode on Monday nights, so it is a week wait for it. Now there are other showtimes but the only one I'd be able to make is the 10pm Friday episode, which is just more time added to my wait. So yes I'm rather frustrated with this service at the moment especially upon being informed that their equipment can occur this malfunction irregularly.
     
  11. Orion9

    Orion9 Legend

    245
    9
    Jan 31, 2011
  12. Orion9

    Orion9 Legend

    245
    9
    Jan 31, 2011
    From: http://www.syfy.com/faq/

     
  13. RasputinAXP

    RasputinAXP Kwisatz Haderach of Cordcuttery

    3,145
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    Jan 23, 2008
    You're willfully misreading what they (very poorly) said:

    Sometimes the guide info is incorrect because it comes from Tribune, not from Dish.

    Your receiver can (rarely, but can) take up to 48 hours to receive a fresh, correct guide depending on the model.

    You're very incorrect regarding the time that it airs on Syfy, seeing as it's already been posted that it could not have aired at 9PM Pacific on Dish, as we only get the East feed, making it air at 6PM and 8PM Pacific.

    In short, you're very mistaken.
     
    1 person likes this.
  14. sigma1914

    sigma1914 DIRECTV A-Team DBSTalk Club

    14,573
    369
    Sep 5, 2006
    Allen, TX
    You should get a DVR so you don't need to schedule around show times.
     
    1 person likes this.
  15. sregener

    sregener Godfather

    630
    26
    Apr 17, 2012
    What you seem to think is happening is that Dish is receiving the SyFy channel, storing it on a hard drive, and then sending it out an hour later. I seriously doubt that this is the case. You would not be alone in complaining.

    What in fact is happening is that SyFy is sending out two versions of the channel, one for the west coast, but Dish doesn't carry that one. They carry the east coast feed only. And Orion9 has quoted and demonstrated as much. What you are doing is depending on SyFy to know which stream you are receiving and believing their timing is correct as advertised. So if you have a beef here, I believe it is with SyFy, not Dish.

    It is true that sometimes the guide data gets messed up. Happens to any guide service, anywhere, and is no doubt what the CSR thought had happened, based on the false information you provided the CSR with (to wit: that the program was not on at the correct time.)

    In the future, you can ignore the PDT information given by SyFy and use the EDT-3 calculation you do for other programming. Your problem is solved. I can't see switching to cable just so the time information advertised by one channel will be accurate. But it's your money and your life. Do what you will with the facts as they exist. Dish cannot correct SyFy's advertising, nor are they in the wrong by only providing the east coast feed. I can think of much better uses of a spare HD channel than a duplication of SyFy.
     
  16. Slamminc11

    Slamminc11 Hall Of Fame

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    Jan 27, 2005
    Sorry, but I was very much correct!
     
  17. SRsage

    SRsage New Member

    18
    0
    Apr 23, 2013
    Bay Area, CA
    Actually we have a west coast feed as has already been stated.
     
  18. SRsage

    SRsage New Member

    18
    0
    Apr 23, 2013
    Bay Area, CA
    I have not had a time issue with my programming on SYFY until Monday night. I have questioned my family as well and this was the second issue on a separate channel. In short yes they are my dollars and I can see them being spent better on another provider.
     
  19. Stewart Vernon

    Stewart Vernon Doctor Whom Staff Member Super Moderator DBSTalk Club

    21,470
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    Jan 7, 2005
    Kittrell, NC
    Dish does not carry a west-coast specific feed for Syfy.

    Everyone that subscribes to Dish Network from Hawaii to Puerto Rico gets the same feed of Syfy. That's not even up for debate. It is simple fact.
     
  20. SRsage

    SRsage New Member

    18
    0
    Apr 23, 2013
    Bay Area, CA
    Jhukes (ID: BZV): Hi, my name is Jhukes (ID: BZV). How may I help you?
    Michael D: I have a question about my SYFY channel
    Jhukes (ID: BZV): Hello, Michael! How are you doing today?

    Michael D: i live in California and its been up to some debate which feed we are getting, east coast or west coast
    Michael D: on the SYFY channel website it shows they do in fact host a west coast feed
    Jhukes (ID: BZV): Sure! don't worry, let's work together to get this one resolved for you.
    Jhukes (ID: BZV): For security purposes, would you please verify the 4 digit Security Code on the account?
    Michael D: sure hold on
    Jhukes (ID: BZV): Thank you.
    Jhukes (ID: BZV): Thank you.
    Jhukes (ID: BZV): As I can see on the account, Michael. You are on the Western arc, So you are getting west coast.
    Michael D: So there is a separate WEST COAST feed correct ? and if SYFY advertises a show for 9pm PST i should be able to view it at 9pm and not 6pm correct?
    Jhukes (ID: BZV): That is correct.
    Michael D: Thank you!
    Jhukes (ID: BZV): You're welcome.
    Jhukes (ID: BZV): Would there be anything else?
    Michael D: none tonight =)
     

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