Scott Reynolds's dashboard

Scott Reynolds replied on April 09, 2009 16:42 to the question "I haven't been able to reach someone for help" in a2bTV:

Gavin - I've just checked your record and it looks like your equipment is fully operational. Are you able to connect now? If not, please respond here.

To address your first concern, I can assure you that we are solvent and working diligently to address the support issues. As I mentioned in a different response, we are in the process (almost done) of switching bandwidth providers which has over-taxed our entire staff. As a result, our customer support has suffered a great deal. We plan to complete the bandwidth switch by the end of this weekend and after that, we'll be able to reallocate time and staff to assist with customer support.

If there is anything else we can do, please let us know. Thank you.

Scott Reynolds replied on April 09, 2009 16:35 to the question "Three days and counting with no connectivity!!HELP!!" in a2bTV:

Hi Larona - Have you been able to connect? I see that your equipment is operating correctly on this end. Please let me know. Thanks

Scott Reynolds replied on April 09, 2009 16:34 to the question "why the error message...remote viewing??" in a2bTV:

Hello - Unfortunately that error message is a generic error message from the SlingPlayer software. It doesn't really tell us what the problem is and can be caused by a number of issues. In most cases a simple box reset will take care of the problem. Please send a note to support@a2btv.com with 'Reset my equipment' as the subject line and we'll have someone look at it ASAP. Thanks.

Scott Reynolds replied on April 09, 2009 15:20 to the idea "How Do I update My billing information?" in a2bTV:

Hello - Yes, we need to update that. Please send us an email at support@a2btv.com with the new info and we'll get it updated on your record.

Scott Reynolds replied on April 03, 2009 17:46 to the problem "No A/V signal from source SlingPlayer and charged twice for this month's service." in a2bTV:

Hello - We had a billing error on the 1st that created duplicate invoices for some customers. I had gone over the list and tried to delete the dupes before we ran the credit cards, but I must have missed a few. Your CC will be refunded by the end of the weekend for the over charges. Sorry about that.

Scott Reynolds replied on April 03, 2009 17:45 to the question "Why doesn ́t tech support respond faster?" in a2bTV:

Hello Everyone -

Over the past 48 hours, we have been working in our data center literally non-stop. We are moving our network from a blend of bandwidth to a dedicated route over a provider called Mzima. Mzima has much better connectivity for international connections than our current bandwidth mix.

During this process, we've come up against some big headaches and problems. Our entire team has been in here helping out, and we've been away from the phones. I can assure you that we are not out of business, just trying to get this resolved as quickly as possible. I apologize for the relative lack of response.

If you send a request to support@a2btv.com with your name, I will be making a priority list in the next hour or so to go around and fix each problem box individually.

We are a bit overwhelmed at the moment, and won't stop working until we get this all resolved.

Again, I apologize for the lack of support help in the last few days, I am working to rectify that as soon as possible. The absolute best way to make sure your connection issues are prioritized is via the support@a2btv.com email address. Emails there go into our support case system and we can review and prioritize from there (yes, someone actually reads them)

Thank you for your patience - More updates to come.

Scott Reynolds replied on March 25, 2009 03:07 to the question "Why doesn ́t tech support respond faster?" in a2bTV:

Hi Brian - I am looking into this issue now. For what it is worth, I have just reset your equipment and you are operating now. I will investigate the support issue and get back to you ASAP. Thanks.

A comment on the question "Are your streaming speeds going slower/worse?" in a2bTV:

Fred - When we see speed drops that dramatic, in 99% of cases, it is due to your ISP artificially slowing down your speeds. Most of the time, a quick call to the ISP will solve the problem. They may be concerned that you are running a website or a P2P server over your connection. Let me know if that helps. – Scott Reynolds, on March 06, 2009 17:14

Scott Reynolds replied on January 27, 2009 22:41 to the question "How do I order PPV?" in a2bTV:

The big problem is that each receiver needs to have it's own telephone number. We could setup a vonage box for each receiver, but that would just add cost for the customer, not to mention a LOT of wires... I suppose if someone really wanted a phone line, we could set up a voip number, for a cost.

Scott Reynolds replied on January 27, 2009 21:48 to the question "Do you know when an HD player will be released for mac users?" in a2bTV:

It looks like they already enabled HD support at sling.com. They have not provided a firm date for the software client though -other than to say they want the PC and Mac versions to achieve 'parity'

Scott Reynolds replied on January 27, 2009 21:28 to the question "DirecTV ON Demand" in a2bTV:

We currently have this in beta testing. You have to have one of the 'newer' receivers - Either a R22 DVR or an HD DVR (HR22) - for the service to work. If you're interested in giving it a try, we can hook your receiver up. Once we've got a bit of testing behind us, we'll offer it to everyone with a compatible receiver.

A comment on the question "Are your streaming speeds going slower/worse?" in a2bTV:

Hello - A few things - If your speedtest results are running at 560, have you tried setting your Slingplayer to manual encoding with a stream speed of 480-500Kbps?

Also, with the exception of Monday and Tuesday, we have chat operators available 24 hours a day (they are spread out among different time zones). Email us directly at support@a2btv.com and we can further assist you as well. – Scott Reynolds, on January 27, 2009 18:17

Scott Reynolds replied on January 27, 2009 03:15 to the question "Buying SlingCatcher" in a2bTV:

Hello - At first we thought the SlingCatcher would only be available in the US, but when Sling Media released the product, it became available in many countries. Until now, I did not realize that you were having trouble purchasing the SlingCatcher. We would be happy to order one for you and ship, though the shipping costs might be higher than usual. Email us directly at sales@a2btv.com and we'll research the issue and get you the price.

Scott Reynolds replied on January 27, 2009 03:12 to the question "How do I order PPV?" in a2bTV:

Since we do not connect your receiver to a phone line, ordering from the remote is not possible. Ordering online at directv.com is free and takes about 2 minutes.

Scott Reynolds replied on January 27, 2009 00:35 to the question "Are your streaming speeds going slower/worse?" in a2bTV:

Come visit with us on chat www.a2btv/sa and we can troubleshoot with you!

A comment on the question "Are your streaming speeds going slower/worse?" in a2bTV:

Brian - Have you given us a call or come to the chat interface to work on your speeds? We have many tools available to improve your speeds. It usually takes about 30 minutes to troubleshoot. – Scott Reynolds, on January 27, 2009 00:14

Scott Reynolds replied on January 27, 2009 00:11 to the question "Can I receive the Brazillian channels that DirecTV offers? Specifically RETE GLOBO and PFC SPORTS?" in a2bTV:

At this time, a2bTV does not support the DirecTV International packages. This programming comes off of a different satellite that we do not have a dish setup for at the moment. We are aware that this programming is very popular and we are working to get the new satellite dish installed. We'll let you know when it gets setup.

Scott Reynolds replied on January 26, 2009 03:41 to the problem "Can I reboot my own system without having to send an email or visit the live chat interface?" in a2bTV:

Hi Fabio - We are currently in the final stages of creating a reboot interface for our customers. All of the equipment in our data center is plugged into rebootable power supplies, however the software interface is not quite finished.

We will send an email out to everyone once the new system is up and running.

A comment on the question "Are your streaming speeds going slower/worse?" in a2bTV:

Do you need to use sling2 for your hardware? i.e. do you have a PRO-HD Slingbox? Are you using the updated proxy info?
Thanks! – Scott Reynolds, on January 14, 2009 18:38

Scott Reynolds replied on January 14, 2009 18:37 to the idea "Have the option for Hava" in a2bTV:

We would be happy to install a Hava for you. We have looked at them in the past, but decided against them due to a stream speed limitation.

Let me know in this forum, and I'll contact you privately and we can setup a test with your account.