When your Shaw Direct receiver is installed, it should be connected to the phone line and activated for ordering Pay Per View with your remote.
But once in a while, you may encounter problems ordering Pay Per View on your remote. We need to activate Pay Per View on your system. If this hasn't been done, you'll need to call us to help you set it up. At times, if you've had a power surge or another major technical problem, the receiver's memory can be erased. If this happens, you'll need to call us to activate Pay Per View again.
How can you tell? When you try to order a movie, you get the prompt to call your service provider about your account.
Sometimes your system can go into default. When this happens, if you try to order a movie, you'll get the message that the Instant Pay Per View requires updating.
This happens when your receiver stops talking to us.
Your receiver is programmed to call us regularly. If it can't connect for 30 days, or if you have purchased four movies or an event and it can't connect, it will go into default, preventing any new Pay Per View purchases.
That loss of connection could be caused by a number of reasons. The most common is that the receiver has been disconnected from the phone or there is a problem with the line. It could also happen if payment on your account is overdue.
Make sure your receiver is always plugged into a phone jack. It must be an ordinary phone line, not a cell phone, party line or data line.
The receiver needs a plain dial tone to work. Do you have voice mail or call messaging on your phone? The receiver won't be able to call when there is a message waiting.
At times, customers will find they are billed for movies long after they have watched them. That's because the receiver will store all Pay Per View purchases until it has a chance to report them to us.
When connection is re-established, the receiver will call us with your purchases.
If your receiver has gone into default mode, you can try to re-establish the connection. To do this, you have to help it call us.
You can do this directly from the Pay Per View requires updating screen. Just press the right arrow key.
Alternately, on the DSR 209, DSR 317, DSR 319, HDDSR 505, HDPVR 530, Essential HD Receiver (600), Advanced HD Receiver, or Advanced HDPVR:
Press OPTIONS, then select Option 6 - System Setup (This step isn't necessary on the Advanced HD Receiver/Advanced HDPVR), Option 4 - system settings, Option 3 - Installation Settings and finally, Option 3 - Reportback. Then click "START".
On the legacy receivers, go to the Options menu. Press System Status (6), then System Settings (4).
At the bottom right of the screen, you'll see the RPTback, short for Reportback. Use the right arrow key to highlight RPTback. This gets the process started.
Look for the box that says Modem Status.
If it says No Dial Tone Detected, you'll have to determine why the receiver isn't hearing a dial tone. Is it plugged in to the phone jack? Is it a solid tone, not a beeping tone voice mail? Is there a computer modem or fax machine that may be interfering with the line? Fix the problem and try again.
Once you have a dial tone, it will say On hook. Waiting for Carrier means it's dialling. When it connects, you'll briefly see Waiting for Response. Finally Reportback Successful. This means it has re-established connection. You should now be able to order your Pay Per View movie.
If it does not say that, you'll have to call us.
What message are you getting when you try to order a movie? If it says to contact your service provider, the receiver has lost some stored information. You'll have to call us.
If it says that your Instant Pay Per View requires updating, there could be a problem with how your receiver calls us. The receiver could have disconnected from the phone or there could be problem with the line. Here's how to try and solve the problem.
Occasionally, customers experience problems with the audio or video of some Pay Per View movies or events. Generally, it's minor and does not affect your enjoyment of the movie. This is a problem at source. It not related to your signal or system set-up.
If this occurs, call us at 1.866.782.7778 to let us know about the problem as soon as possible.
If you lose the picture altogether, even for short time, it could be a signal loss issue.
Did your movie or event suddenly go off the air? It could be a problem with signal loss. Check the satellite icon on your receiver. Is it red? Are you getting a "Please Wait a Moment" prompt on the screen.
First, check to make sure your system is operating properly. Try viewing other channels. If they work, then you know the problem must be with Pay Per View specifically.
If there seems to be a general problem with your system, you'll want to learn about signal loss or connections.
If the problem is with Pay Per View, chances are there was a problem with the way we told your receiver about the purchase. Please call us right away at 1.888.554.7827 and let us know. We'll work to get it fixed right away.
You may want to consider hooking up a phone line to your receiver so you have access to Instant Pay Per View through your remote control. Not only is this easier, but you will save the service fees charged for using the phone system or Customer Service Representative.