Effort to Move Top HD Channels to KU Band

[Scott Greczkowski]

Effort to Move Top HD Channels to KU Band​

June 10, 2021

Overview​

SD-only customers and Mixed Household customers (customers having both SD and HD equipment on the same account) started receiving direct mail & emails over the past week to offer them an upgrade to all HD equipment at no additional cost.

In the communication to customers, it states that if they choose not to upgrade, their SD equipment will still work; however, starting on July 13th, 2021, they will lose the following 8 SD channels:

• Channel 214 – MAVTV
• Channel 233 – GSN
• Channel 305 – ION (east)
• Channel 328 – TV ONE
• Channel 339 – Fuse
• Channel 345 – RFD TV
• Channel 361 – AccuWeather
• Channel 372 – Trinity Broadcasting Network

These customers will also see an OSD prompting them to upgrade from June 15 – August 15, 2021 (30 days before and after the channels are removed).

If the customer upgrades to HD equipment, these channels will be viewable in HD.

Why this happening & how it will improve the customer experience:​

Signal reliability remains a top call driver and a top issue negatively impacting the customer experience.
Because HD channels on the KA band are more likely to encounter signal degradation from rain fade than channels on the KU band, there is an effort to move the top 5 HD channels over to the KU band to improve the signal reliability of those channels.

This change is expected to greatly improve the customer experience, reduce churn, and reduce the number of 771 events.

Top 5 HD Channels to move to KU band in September 2021:

• 202 – CNN
• 360 – FOX News
• 312 – Hallmark
• 229 – HGTV
• 356 – MSNBC

 

[dtv757]

Good info . So are they slowly phasing out KA ? Or this is just the most watched channels.

Sent from my SM-N960U using Tapatalk

 

[raoul5788]

Good info . So are they slowly phasing out KA ? Or this is just the most watched channels.

Sent from my SM-N960U using Tapatalk

KA is here to stay.

 

[dtv757]

Hopefully they move sports channels next wave

Sent from my SM-N960U using Tapatalk

 

[ejb1980]

If it were me, I would move ESPN, HBO, Comedy Central, NESN, and MSNBC to those spots but I think every single person on this thread and every viewer would have a different top 5. Epix, ACC Network, MLB Network, FS1, and Smithsonian would be my next 5. I am surprised that ESPN isn't one of the top 5 and the all 3 of the big news channels are.

 

[dare2be]

My 80+ year old parents are affected by this switch. One of their must have channels is GSN. They have an appointment set up this Friday to "upgrade" their SD-only service, but after I looked at their work order, they are getting a Genie + 1 Mini, which I know will not work for them. What they need is standalone HD receivers.(no DVRs). Will I be able to talk the rep into a non-Genie, non-DVR, HD setup order at all?

They are probably more likely to switch to Xfinity if not.

 

[jct21]

If it were me, I would move ESPN, HBO, Comedy Central, NESN, and MSNBC to those spots but I think every single person on this thread and every viewer would have a different top 5. Epix, ACC Network, MLB Network, FS1, and Smithsonian would be my next 5. I am surprised that ESPN isn't one of the top 5 and the all 3 of the big news channels are.

im thrilled their top 5 are getting more reliable. i watch all those, except fox. i would like to see a few more added to the list but those 5 are a good start. id like to see a few others like foodnetwork, history, science, & premiums. im sure top sporting channels will be next to make the switch.

 

[Jimbo]

My 80+ year old parents are affected by this switch. One of their must have channels is GSN. They have an appointment set up this Friday to "upgrade" their SD-only service, but after I looked at their work order, they are getting a Genie + 1 Mini, which I know will not work for them. What they need is standalone HD receivers.(no DVRs). Will I be able to talk the rep into a non-Genie, non-DVR, HD setup order at all?

They are probably more likely to switch to Xfinity if not.

You should call them soon to let them know what IS needed instead ...
Iirc, you can't just change the order when the Tech gets there .... many times the Tech doesn't have "Other" recvrs sitting in his truck "incase " an issue arrives ...

I think they are loaded according to what they expect to get done for the day.

 

[Scott Greczkowski]

Update: There is now a pause on HD Upgrade Offer communications (email and direct mail) to additional SD-only customers and Mixed Household customers (customers having both SD and HD equipment on the same account). The HD Upgrade offer, which allows for an Upgrade to all HD equipment at no additional cost, has created increased Upgrade volumes, so communications to additional customers will pause for now in order to care for all the customers who are already taking advantage of the Upgrade offer.

In the communication to customers, it states that if they choose not to upgrade, their SD equipment will still work; however, starting on July 13th, 2021, they will lose the following 8 SD channels:

• Channel 214 – MAVTV
• Channel 233 – GSN
• Channel 305 – ION (east)
• Channel 328 – TV ONE
• Channel 339 – Fuse
• Channel 345 – RFD TV
• Channel 361 – AccuWeather
• Channel 372 – Trinity Broadcasting Network

These customers will also see an OSD prompting them to upgrade from June 15 – August 15, 2021 (30 days before and after the channels are removed).

If the customer upgrades to HD equipment, these channels will be viewable in HD.

Why this happening & how it will improve the customer experience:​

Signal reliability remains a top call driver and a top issue negatively impacting the customer experience.

Because HD channels on the KA band are more likely to encounter signal degradation from rain fade than channels on the KU band, there is an effort to move the top 5 HD channels over to the KU band to improve the signal reliability of those channels.

This change is expected to greatly improve the customer experience, reduce churn, and reduce the number of 771 events.

Top 5 HD Channels to move to KU band in September 2021:

• 202 – CNN
• 360 – FOX News
• 312 – Hallmark
• 229 – HGTV
• 356 – MSNBC