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Replacing Cable Boxes
I had a service issue last night, and the chat I had via Twitter suggested that my cable boxes are old (they are) and that they should be replaced. I tried calling a local Spectrum store directly to confirm that they could do this for me, but that isn't possible as far as I could tell.
So, can I just stop in and get three cable boxes replaced for three newer models?
Answers
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Hi & welcome!
Our local stores do not have the ability to take incoming calls and we do not have the ability to view store inventory. You are welcome to stop at a local store and see what they have available in terms of DVR / set top box inventory, but we have no way to see what is available. Scheduling an appointment is not required, but usually recommended.
I was able to locate your information based on your registration and I did locate the conversation on Twitter from yesterday. The issue you reported was a frozen picture on Bally Sports. There was a known issue impacting Bally Sports in your area that was causing freezing and/or a black screen. The issue started about 7:45pm CDT and was resolved at 10:04pm CDT. This issue impacted the single channel only and no other services (including Internet) were impacted.
While your set top boxes are approximately 5 & 6 years old, if they are otherwise working as intending after being restarted, there is probably not a need to exchange them, since the issue you reported identically matches the known issue. The lifespan of a set top box can vary, but greater than 5 years and up to 10 years is not unusual.
If you have any other questions, please let us know.
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Thanks for the response. There's no DVR involved, only the boxes themselves. The suggestion in the conversation last night was that the boxes should be returned/replaced. Since there isn't a local store for me, I'd rather have confirmation that this can be done than to drive there and find out otherwise, thus my hope to talk to someone IN that store.
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Sorry if there was any confusion or mis-communication. It appears that you asked if they should be swapped (as opposed to suggested to return your cable boxes), and the response was that they are a few years old. You are always welcome to swap equipment, especially if you believe that it is not working as expected. Equipment swaps are usually suggested after basic troubleshooting is completed and if the identified issue is still occurring. During this exchange, the known issue was identified with the channel, and this issue changed the course of troubleshooting.
If you are no longer seeing an issue, then swapping equipment is not necessary. Let us know if you see any other problems or issues with boxes.
In case you decide to swap the equipment, I included a link to our Spectrum Stores Locator. It looks like the closest store is a little over 10 miles or 16 minutes away.
Thanks!
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That store is closed today. I'm trying to fix a problem that last night I was told might be due to my equipment.
Here's where there's problems with the communications. If you see the communication last night from Twitter, you can see how I was told there's an outage, that it was internet, all sorts of things that went back and forth. I was trying to keep up with the game by watching on my phone, and the tech sent a re-boot command to my router when the problem was with my TV. I'm told that my boxes are old and should be replaced. Now you're saying 'nah'.
It's frustrating.0 -
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No DVR.
I received new boxes still still in their shrink wrap. I wouldn't have accepted anything else.
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I don't have a DVR because I have no interest in one.
Your suggestions were already posted after I had been given direction to replace them. You're right, newer isn't always better. I don't actually think that they were the cause of the problem from the night before as the tech suggested. If these don't work as well as the older ones, they too can be replaced.1
