June 24, 2009
Our customer support team has received some reports that some customers did not receive invoices over the past two months, due to billing errors on our end. We apologize sincerely for these difficulties. We are attempting to transition to a more secure billing system used for other Prime Time customers as quickly as possible, so these issues do not arise again in the future. If you would like a copy of your invoice and did not receive one, please call our customer service line and ask that one be sent to you via email.
May 27, 2009
Prime Time’s customer service department was overwhelmed during the set top box transition, but has been able to bring on and train additional representatives to service the new customers in Utah on the UTOPIA network. Our group is quickly mastering the UTOPIA network and its unique requirements. We welcome the new customers brought on by the Mstar acquisition and look forward to assisting you.
May 18, 2009
Prime Time has hired on three new Customer Service agents to help cut down long hold times associated with the Mstar-Prime Time transition. Prime Time’s goal is to answer all calls in under two minutes.
Prime Time now believes it has followed up on all customer service issues related to the video transition and set top box swap. If you had filed an issue with our customer service and have not yet been contacted with a resolution, please email us at cs-ut@primetimecommunications.net and let us know. We apologize for any oversights that may have occurred during our rapid transition and hope to resolve all issues immediately.
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Why does my new DVR autotune to the channel being recorded and not allow me to watch anything else. Meaning that if I want to record a show I have to watch that channel. My old DVR would let me watch one channel (with live pause and rewind) while recording another. The new STB does not.
We have remotely increased your DVR to 2 streams. You will now be abale to record and view a different channel. For anyone else interested in this feature simply call into customer service and provide your acct information.