Can I bring my PVR box into an MTS store to get a new one?

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  • Updated 2 years ago
  • Answered
  • (Edited)
 My downstairs one doesn't work anymore on HD channels. Upstairs one is fine. It will run for about 6-8 seconds just fine, but then lock up, pixelate and no sound. basically unwatchable. When I switch to another channel it again works for 6-8 seconds before doing the same thing. I know it's not the router or modem because I've refreshed the IP and reestablished the physical and logical connections via the router's settings page. Also have rebooted the system and it still does the same thing. Have also verified that all the cables are fully inserted and plugged in to the correct spots. Scratching my head here. I've tried every possible thing save getting a new PVR.

Basically I am wondering if I go to a local MTS Connect store, will they be able to exchange my PVR box and can I just get a new one?
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jared

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Posted 2 years ago

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Debbie Dunmall

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and mine just keeps shutting off.
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K from Canada, Champion

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They will probably want to send a tech out rather than just allow you to exchange it.
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Jared D

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The only time you can go to a store is if you have one of those vip1216 boxes. You can swap out for a 500GB box but that comes at a cost of 50 dollars on your bill 
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JG, Champion

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The other scenario where they'll exchange (as far as I'm aware) is if you are upgrading to the relatively new wifi set top boxes ($6/mo instead of $3/mo last I heard) So you may want to consider wireless which gives you the freedom to move it around at will (Watch the game in the backyard? Sure why not?)

The other reason they send techs is that the wire may look fine, but there could be a poor splice, junk splitter hidden somewhere, or the HPNA coax output on the RG may have failed. If the wire is bad, and is replaceable fairly easy, the tech should replace it as part of the service. Cat5 is preferred now over coax.
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Peter Parker, Champion

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You cannot exchange the main PVR unit for a Wireless STB.
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JG, Champion

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Whoops, thanks for clarifying that. Sorry.
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Jeremy, Official Rep

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Hey Jared,
Seems you got some great and accurate responses in here already but I thought I would chime in as well.  All the points above are correct.  You can only swap your Set top box (STB) if you are upgrading for a 500 GB pvr or a wireless STB.  Otherwise you would have to have a technician dispatched.  Judging on the issue you are reporting I would strongly suggest calling or chatting into tech support and booking an appointment.  Pixilating and freezing up like you are describing could be the box itself, or it could also be related to a deeper trouble that needs to be addressed with the signal from the source.
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Jeremy, Official Rep

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*Edit*
Peter is correct, you cannot swap your PVR for a wireless STB.  You can swap a regular NON PVR for a wireless STB, you can upgrade your PVR to a 500 GB.

Thanks for catching that Peter.
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Debbie Dunmall

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A technician is coming today to have a peak at mine that keeps shutting down.
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jared

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Thanks for all the responses. During our service installation we ran the cat5 cable behind walls and would be a huge pain to replace, save for replacing the rj45 ends. The set top box on the main floor is wifi. I called tech support and the gentleman reset the box remotely but I'm still having the issue. I'll probably call tech back today and have a tech dispatched to have a look at it hopefully sometime.

Again, not a HUGE deal since I can still watch the Jets game tonight upstairs :).

Thanks again and I'll let you know the results.