How many times will I try to load the Choice Cable VOD (Video on Demand) rental channel and get the CL-15 error?
Request failed. Please try again. If problem continues, please call cable operator and report error code (CL 15)
So far, I have seen this many, many times. Or even worse... I get half way through a movie and then it stops.
We have had technicians in many times over the past year or so. The error is inconsistent. Sometimes the service works... and then returns. It is very frustrating especially if I look at the price our family pays for Choice Cable TV service each month.
But forget about me. Let's think about Choice Cable TV. How many subscribers are getting these error messages? How many of them are going unfixed? How often do customers try to purchase movies and not be able to?
When a customer cannot *give you money* that is a bad thing. Because they tend to go and give it to a competitor.
I would welcome feedback from any readers who could report their experience with Choice Cable to find out if the spotty quality of service I feel I receive is a common occurrence shared with other subscribers or just an isolated one that I experience at many inopportune times.
Choice Cable TV: Please update your website. 1998 called and says it's time is up!
The Insider
Update:
Choice Cable TV has service locations in Mayaguez, Ponce Mall, San German, Guayama, and Aguadilla. If you cannot get them on the phone at 1-877-717-0400, you can go right to the office to demand service.
Hi, Im from Ponce and i have Choice Cable TV Internet and Cable. Recently i received a free speed upgrade in my service and i Use DSL too and the diferences its really big, choice is better, well in VOD i have no problems... I know problems are differents between ares but in my opinion Choice have a good service..
Att.
Liza Robles
Thank-you for your feedback Liza. Glad to hear that Choice is meeting your expectations in Ponce. Why did they provide you with the free DSL upgrade? Were you experiencing issues with the regular DSL package?
Special thanks to Choice Cable's unreliable service in my home. It kindly stopped (once again) a movie my wife and I were watching 20 minutes in with the typical CL-15 error. Definition of insanity: Repeatedly giving this service another chance, when statistically we are aware it is unlikely to allow us to actually finish a movie without interruption or termination.
Just wanted to drop a quick few comments about Choice Cable in the Ponce/Penuelas area, just so that you don't feel alone with your troubles. My parents have had Choice cable in PR since they moved back in '98. Never really paid mind to the complaints from them about the service until the last few years, when because of my parents age I have had to step and help with some of the stuff around the house. Since I have started this I've gotten a full dose of Choice Cable's service, or rather lack there of, both from a technical standpoint and customer service. Here's what I've run into
Technical
1) Poor reception - lots of pixelation or lag in signal feed
2) Frequent outages, across multiple channels, that takes anywhere from several hours to several days to correct.
3) Their website is a joke and totally useless.
4) Frequent device failures - I know a lot of this can be caused by unclean power in house (spikes and lows in current), but being aware of this I've placed expensive surge protectors on all the electrical equipment. Everything else has been fine, but he cables boxes go every few months requiring a visit the nearest Choice Cable location to replace (which brings me to my next rant)
Customer service
1) Taking a device to get replaced is a time wasting exercise, where you have to sign in, and wait while they go down their list and call your name. Its like being in a hospital waiting room waiting for triage (que cara*o??). My longest wait was for nearly two hours for a transaction that took less than 5 minutes. When I commented (complained) to the person at the desk, I was informed that "Asi son las cosas aqui, y que todo mundo tiene que esperar". I couldn't believe the attitude, from someone who I was giving my money to. I understand that thing on the island go a little slower, and I understand and accept that from social services or hospitals where resources are strained, but not from a provider vying for my business.
2)Calling customer service is another exercise in patience, as I have spent a looooong time on hold. And this to pay a bill, nevermind trying to get help. For example, most companies have their automated phone systems to route the calls from people trying to give them money to quicker response lines, while the other calls get queued later (slimey but true). Not Choice cable. They can't even get that right.
3) Have I mentioned that their website is useless? Useless for the usual things you would expect - checking accounts, paying bills, ordering services, and getting help.
So, that's my soapbox rant on Choice Cable. If learning a new system was not such a to do for my parents I would have changed them to satellite a long time ago. part of the problem with the Cable/Satellite industry is that many regions don't offer choice of providers, so you are stuck with systems like this, and worse is that the companies know this, so change for improvement is minimal. I've worked in customer service related roles for more than 20 years, and in IT related roles (to help improve customer service)for the past 10 and never have I encountered such a mess as Choice Cable. Like you say, its like they enjoy losing customers and money. Reports are that they will be merging with Cablevision in 2009. Hopefully that will give them the shot in the arm they need get their act together.
Hang in there, that VOD system will work right someday........
