issue - Page 3
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Digital TV Research
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This issue contains our annual CPE survey. Of course,
things being what they are, subscribers at home have spent
a lot more time than usual surveying their own CPE and
have put it through some heavy lifting with extra viewing,
home schooling and home working.
Generally speaking, the early fears that the network
infrastructure would struggle, or even fail, under the
pressure have proved unfounded. Several global streaming
services generously cut their bitrates so that pipes wouldn’t
be too crowded. I didn’t notice any of them adding that this
would also save them on their power bills. Anyone know if
they have gone back to full-fat UHD yet?
It’s probably a little early to tell if CPE has held up as
well, particularly in a ‘new normal’ where truck rolls are
frowned on, and not just because of the cost. Certainly, in
future, there will be an increased premium on reliability,
self-diagnosis and self-healing. And when none of that
works, it must be easier to get in touch with providers and
less painful to extract useful information.
Millions are spent on reliability and diagnosis in order to
improve QoE and cut churn. But I can’t be the only one to
wonder whether much of this falls down when the rubber
of expert analysis meets the road of user’s real experience.
How often do after-sales managers, for instance, simply
Google what are the most common problems with their kit
I have a Smart TV, a pay-TV service and several SVoDs.
Suddenly the TV tells me it is connected, but there is no
Internet. But there clearly is, as the pay-TV service, all other
devices, and one of the SVoDs is fine, but none of the others
So, try all the usual power-off and restarts; nothing. Just
before the remote is launched out the window, try Google.
Two minutes later it is revealed this is common. All SVoDs
– except, maddeningly one - need the clock on the Smart
TV to coordinate with the network but, if there’s been a
power cut it won’t automatically hook up. All you need
do is go to clock settings and tell it to use network time –
everything comes on. How difficult is it to either make the
TV reset to network time whenever power if off or, at least,
point out that when there is a connection problem this is
often the solution.
There is no hour you will never get back that you resent
more than the one you spent sorting that out.