My CIGNAL TV Experience 1.2

I've been a CIGNAL TV subscriber for 10 years now. I applied November 2012, you can read my first blog about Cignal TV here: CIGNAL DIGITAL TV Review

And what made me blog again about Cignal TV? Here's my story. 

Last September 2020, we've encounter an issue with our remote and I requested for a tech visit because even if we already change new batteries with our remote, we still cannot properly use it. The technician pull out our box and change to a new box.

This is the box that we used from September 2020 to June of this year.

The box was good and my two senior citizen parents are the one using (watching) the TV. Just this month of June they complain about the channels. They told me, it seems that the channels are decreasing. So, I've check my channels and yes from 25 channels I only have 10 channels in my list. I message Cignal TV and here's our conversation.

DISCLAIMER : It's a very long rant. Please bear with me

JUNE 17, 2022

Immediately, I ask Cignal TV, "How many channels in Postpaid Plan 390?".

Cignal TV replied, "Plan 390 has 81 SD Channels and 13 HD Channels. Total of 94 Channels. 

JUNE 18, 2022

But, as you can see I only have 20 Channels available. So, they told me that they will send electronic signal to my box and advice me to keep my box on a standby mode.

It was not resolve, my channels are still the same. So, they get my contact number and told me that after 2 hours someone from the technical team will call me.

June 19, 2022

9:38AM. I received a text message coming from Cignal TV.  That they process account set up correction. That I have to check my programming.

9:55AM. I immediately replied to Cignal TV Facebook Page, that it is still the same. I still have 19 channels. 

10:04AM. Cignal TV told me that they check my account, it is active and programming should be up and running. They also request me to do troubleshooting, using the link they provide from their website. And choose the set up box assign to me. But the problem for my issued box is not in the list for troubleshooting. They told me to wait for a call. 

3:15PM. Cignal TV customer care call me via phone and ask me to do Factory Default. But instead to add channels, one channel was deleted in my channel list. From 20 channels, I got 19 channels!

June 20, 2022

Again, I made a complain and they always said the same excuses. This time I am very, very disappointed with their service. We've been doing the Factory Reset, etc., but issue is still not resolved! 

They told me that they're trying to contact me but my number is not available. I got angry here, because how come my number is out of reach? They already called me once and I even talked with one of their customer representative. In my dismay, I ask for a technician immediately, to visit and check our box.

June 21, 2022

June 22, 2022

I waited and waited for their technical team to visit.

June 25, 2022

My address is not under 8Telcom? What? I have Cignal TV cable here for 10 years and my address is not listed??? What a crap!!!

June 26, 2022

They advice me to upgrade, and I said NO! Resolved my Plan 390 first before giving me an advice to upgrade my plan. Honestly, I'm still very linient here, even though I'm very disappointed with the service. I am still compose and trying to understand the situations.

This is my first experience after 10 years with Cignal. I still have that high hopes that everything will be fine.

June 28, 2022

And so I waited and waited for the technical team.

June 29, 2022

June 30, 2022

Viola! I received a call from the assign technician. 

I still have high hopes that they can solve the issue. They checked both my satellite dish and the box, but in my dismay, everything they've done are useless. 

They pull out my box and they will (again) change it to a new one, and ensuring me that all my channels will be restored.

So glad to hear that, but I will be the one to get my box after a week. Yes, that's what they told me. That I will be the one to get it at their office. Hmmm... What a customer service SATISFACTION! I have to wait for another week!!! Honestly, I got frustrated. I mean, I'm paying for maintenance fee for plan 390 (my monthly bill is P490, add P100 because of maintenance fee) and need to wait for a week? And I will be the one to get the box???? Is that normal, Cignal TV?

But, don't have time to argue with the tech, I'm tired and I don't have any more to say. I am disappointed.

July 1, 2022

At early morning I message Cignal TV Facebook Page regarding the box pull out.

Then 8:43 in the morning, Cignal tech call and inform me that my box is ready to be pick up at their office.

I went to their office at Cignal TV Satellite Office at Wheels & More located at JP Laurel Ave., Davao City.

As soon as I arrive in our house, I message Cignal TV FB page (Manila base) that I got my box. And they ask for my CCA for activation. But, before that the Cignal TV Davao already told me that my box is already activated. Got confused? Yes, me too! Hahahhaha.

And we are eager to see if the issue has been resolved. Yes, there are channels that are added to my list. But, as I go back to see the added channels, I found out that there are some channels not available eventually.

I message Cignal TV page and inform them what had happened. Then a customer service call me via mobile phone and request for a DIAGNOSTIC TEST and Installation. Then make a Reset. Upon checking, all my local channels are gone, the added channels stayed in my list. I have to call again after 2 hours because they told me that they will make an electronic system reset. And advice me to message again Cignal TV page if the reset is successful.

Right that day, I send a text message to the technician and advice me to return the box.

Going back to the Cignal TV page, I also message them about the issue, that after 2 hours they perform the electronic reset to my box my local channels are back, but the added channels are gone. 

This is their reply. 

July 2, 2022

I send them the list of channels that I have with the new box they've issued. 

I told them that it is not yet resolved, problem is still there, my channels are still the same!

Remember, I just got my new box last July 1 and if the problem still not resolve and if I request for a technical visit again I have to pay. What? I got angry this time.

July 3, 2022

All they want me to do is to troubleshoot over and over. Going back from where we started.

They assigned a technician again to visit since my box is still under warranty.

July 4, 2022

While waiting for the tech, another problem occur. This time channels keep on changing, actually it's jumping from channel to another channel.

Reported it to Cignal TV page.

July 5, 2022

July 6, 2022

I ask for an update for the tech visit, and told me the assign tech is going to visit and check my box again. And yes, tech arrived in our house and do the checking. Finally, they told me to downgrade my plan, since my Plan 390 is an old plan that it is not anymore in their system. And my reaction is WHAT? WITH THE TROUBLESHOOTING WE'VE DONE FOR THE PASS DAYS, ALL ARE USELESS?!? And that's the reason why we encounter problem again and again, even if they will do the electronic reset it will not push through because my box will not accept the update.

I have no choice but to downgrade my plan from Plan 390 to Plan 290, which is more cheaper but got a lot of channels!

And about the other issue of my box, they request for a pull out and give me another new box.

July 7, 2022

Tech send me a text message that my box is good to go. And I reply that I will get it tomorrow.

July 8, 2022

After my bank transactions went straight to the Cignal office to get my box.

I went home in a hurry, excited to check my box if it's OK and if it is in a Plan 290. And yes, it is. As of this time channels are working great, no more jumping of channels and now my parents are enjoying watching because they have so many channels to choose from.

After all the hardship and sacrifices I've encounter with Cignal TV, I can finally say that there customer service done great! Despite of my persistent and "kakulitan" in messaging their FB page, they still handle their customers well. I hope next time, they will come up with a precise solution with the problems like mine. All they need is to say, "you need to upgrade or downgrade your plan". Don't give your subscribers a waiting game. It's very traumatic and stressful, especially to the senior citizen subscribers.

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