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cf.mega poster
Join Date: Jun 2003
Location: Toronto, Canada
Services: Beanfield 50/50 FTTH and iPTV
Posts: 1,756
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Re: Silver Samsung Box
Here's the FAQ's which some people may find interesting:
Quote:
Q: When will the Samsung set-top box be made available to customers?
A: From the 10th of February, some customers will start receiving the Samsung box. It will be used for some new DTV customer installs, and for some DTV in-service box swaps.
Q: Which customers will receive the Samsung set-top box?
A: it will be supplied to some new customer installs and to some customers receiving a replacement set-top box via a field service engineer. Please note that install engineers and field service engineers will continue to supply Pace set-top boxes as well as Samsung set-top boxes.
Q: Can new customers choose to have a Samsung box installed?
A: No. At the moment we are unable to offer customers the choice of box type they receive. If a customer becomes very vocal about receiving a silver set-top box, please escalate the call to a senior member of your team.
Q: Can existing customers choose to have their Pace box swapped for a Samsung box?
A: No. At the moment we are unable to arrange for a customer to have their box swapped because of the costs involved in doing this. If a customer becomes very vocal about receiving a silver set-top box, please escalate the call to a senior member of your team.
Q: If a customerââ‚ ‚¬Ã¢â€žÂ¢s Pace box breaks down, will they get a Samsung box?
A: No. Generally, customers whose Pace boxes fail will receive a replacement Pace box.
Q: If a customerââ‚ ‚¬Ã¢â€žÂ¢s Samsung box breaks down, will they get another silver box?
A: Yes. Wherever possible we will aim to replace that customerââ‚ ‚¬Ã¢â€žÂ¢s box with another silver box.
Q: What are the main differences between the Pace and Samsung set-top boxes?
A: Both Samsung and Pace boxes are similar technically, offering broadly the same levels of performance, and providing access to exactly the same products and services as all existing Pace set-top boxes. There are, however some differences between the Samsung and Pace boxes:
Remote Controls and Keyboards
The Samsung box uses a different remote control and keyboard to the black Pace boxes
The Samsung box offers improved compatibility with devices need to control the set-top box (such as programmable remote controls, high-end VCRs, wireless video senders) etc.
Front Panel Standby Button
The †œstandbyà¢ÃƒÂ¢Ã¢â‚¬Å¡Ã‚¬Ã‚  button on the front panel of the Samsung box is backlit. It is coloured red when the box is in standby, and green when the box is in normal operation.
Front Panel Service Indicator Lights
Another small difference between Samsung and Pace set-top boxes is that the three †œservice indicatorâ₠¬Â lights on the Samsung box are positioned horizontally (left to right). On the Pace boxes they are positioned vertical (top to bottom). The left hand light flashes when the set-top box receives a command from the remote control or wireless keyboard. The middle light shows the status of the return path (broadband) connection to the box. If the light is off, there is no connection present. If the light is flashing, the box is connecting. If the light is on permanently, the box is connected. The right hand light is not currently used.
Front Panel †œHiddenà€ key functions
Pressing, and holding down the †œTVÃƒÂ¢à ¢â€šÂ¬Ã‚ÂÂ, †œOKÃƒÂ¢à ¢â€šÂ¬Ã‚Â and †œUpÃƒÂ¢à ¢â€šÂ¬Ã‚Â buttons together on the front panel of the set-top box causes the set-top box to stop receiving commands from the remote control or keyboard. Unplugging the box from the mains and plugging it back in again will return the box to its normal state.
Pressing, and holding down the †œOKÃƒÂ¢à ¢â€šÂ¬Ã‚ÂÂ, †œLeft⠃¢â€šÂ¬Ã‚ and †œRightâ € buttons together on the front panel of the set-top box will cause the box to re-start
Front Panel †œOpen⠃¢â€šÂ¬Ã‚ Smartcard slot
On Pace boxes, the smartcard is hidden behind a flap on the front panel of the set-top box. On Samsung, the Smartcard is inserted directly into a slot on the front panel. If a customer has lost or damaged their smartcard, please follow the same process as usual for dealing with this issue.
Reminders and STANDBY functionality
If the customer puts the set-top box into standby, no video or audio is output from the TV or VIDEO SCARTS of the box. In addition, if a customer has set a programme reminder which becomes active whilst the box is in standby †“ the box WILL NOT automatically come out of standby to display the reminder and the programme. Advise customers who set programme reminders that they should not put the box into standby if they want the reminders to be activated.
Q: Does the Samsung box offer any new channels of interactive features?
A: No, the Samsung box offers access to exactly the same channel packs and interactive features as all of our existing Pace set-top boxes.
Q: Which replacement remote control should I order for a Samsung customer?
A: The current Bromley grey / black remote will not work with the Samsung box. You must order a different remote control for Samsung customers. Please see below for full details.
Q: Which keyboard should I order for a Samsung customer?
A: The current Bromley keyboard will not work with the Samsung box. You must order a different keyboard for Samsung customers. Please see below for full details.
Q: How do I deal with a customer reporting a problem with a Samsung box?
A: Follow exactly the same procedure as you currently use for dealing with Pace. The online diagnostics tools have been updated to include troubleshooting for the Samsung set-top box.
Q: How can I tell in ICMS if the customer has a Pace or a Samsung set-top box?
A: On the †œCustomer & Account Information Summaryââ‚à ‚¬Ã‚ screen within ICMS you now see the set-top box type (under the STB column). It displays SAMS for Samsung boxes and PACE for Pace boxes.
Q: Iâ₠™ve heard that the Samsung box doesnÃƒÂ¢Ã¢â€šà ¬Ã¢â€žÂ¢t support multi-player games? Is that true?
A: Our current Pace boxes have the ability to allow between two and four players, each using a different remote, to play simple games against each other on the same set-top box. In the last few years, only a few games within the Two Way TV service have made use of this functionality. These are now being gradually phased out, and so the technical functionality was not included in the Samsung box.
Q: Can a customer have a Pace box and a Samsung box in the same house? For example, one in the lounge and one in the bedroom?
A: Yes †“ there is no problem with customers having a mixture of Pace and Samsung boxes in the same home. However †“ the customer wonââ‚ ¬ÃƒÂ¢Ã¢â‚¬Å¾Ã‚¢t be able to swap the remote controls between the two rooms, as Pace and Samsung boxes use different types of remote control (see above for details)
Q: How can the customer connect the Samsung box to a hifi or surround sound system?
A: The Samsung box does not have Phono audio outputs that allow direct connection into the back of a hi-fi system or surround sound amplifier. If the customer wants to listen to their digital TV service through their hifi, there are various ways in which they can do this †“ depending on what equipment they have in their home.
If the customer has a Video Recorder †“ then most of these have phono audio sockets (usually coloured red and white) that can be connected to the hi-fi by a stereo phono to phono lead. The customer then needs to connect their set-top box to the video recorder using a standard scart-to-scart cable
If the customer does not have a Video Recorder, and wants to connect directly from the set-top box to their hi-fi †“ then they will need to purchase a special scart lead that has a SCART socket at one end and a SCART socket and two or four phono leads (usually coloured red and white) at the other end. The single SCART socket end plugs into the set-top box †“ and the other SCART socket plugs into the TV. Two of the phono leads plug directly into the customerââ‚ ‚¬Ã¢â€žÂ¢s hi-fi.
Maplin Electronics stock a suitable lead. The code is VA23A. Maplin have high-street stores nationwide, and a website at www.maplin.co.uk
Q: Some games on the Samsung box donââ‚ ¬ÃƒÂ¢Ã¢â‚¬Å¾Ã‚¢t appear to play as quickly as on my old Pace box †“ why is this?
A: The Samsung box should perform as well as the Pace set-top boxes. However †“ if a customer has digital subtitles turned †œonÃƒÂ¢à ¢â€šÂ¬Ã‚ÂÂ, they may notice a drop in the performance of some games on the Samsung set-top box. To solve the problem, customers should turn subtitles off in the †œSETTINGSà¢ÃƒÂ¢Ã¢â‚¬Å¡Ã‚¬Ã‚à  menu of the GUIDE before playing games.
Q: When I look at teletext services on BBC1, BBC2, ITV, C4 or 5 through my TV aerial, I can sometimes see some †œghostingà¢ÃƒÂ¢Ã¢â‚¬Å¡Ã‚¬Ã‚à  on the screen †“ why is this?
A: This only affects some customers, depending on which model of TV they have. To prevent the ghosting, the customer can put their set-top box into †œStandbyà¢ÃƒÂ¢Ã¢â‚¬Å¡Ã‚¬Ã‚  while they use the teletext service.
Q: The pictures on my TV sometimes look a bit distorted †“ why is this?
A: Placing a mobile phone too close to the Samsung set-top box can cause problems with the display. Moving the mobile phone away from the set-top box should solve the problem. If not, continue to handle the call in the normal way.
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