Between 6 and 6:30 p.m. tonight, Aug. 17, Prime Time will experience a five minute video outage as we perform maintenance on our network.
Please call us at 1.877.678.2763 if you have any questions, or if the outage affects you for an extended period of time.
Thank you,
Prime Time
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Posted by primetimecomm
Dear Prime Time Customer,
If you pay your Prime Time bill using automatic bill pay through your bank, please note that the billing address for those payments has changed. Please notify your bank that the new address for payments is:
1338 S. Foothill Drive #279,
Salt Lake City, UT 84108
Additionally, Prime Time has hired and is currently training two new Customer Service agents, due to reports of long hold times and delayed follow-up from our customer support. We apologize for these issues and are doing everything in our power to correct them as quickly as possible. We sincerely appreciate your patience.
If any Prime Time video customer wishes to report video quality issues, email video@ptcomm.tv. Please do not send other customer service requests to this email address as it is used for reporting video problems only. Please include the Channel Number, Name of Channel, Date, Time, and Type of Problem, as this will greatly assist us in further enhancing our formal channel-checking process.
If you have any questions or comments about our transition from Mstar or anything else going on at Prime Time, please do not hesitate to email or call us using the contact information listed below or by visiting our new company blog at primetimecommunications.wordpress.com.
Please let your friends and neighbors know that Prime Time offers an unbeatable $109 triple play, which includes fiber-optic internet, up to 250 channels of IPTV programming, including 30 channels in High Definition, and our rich phone package, and does not require a contract or term commitment.
Thank you for your business and for your time.
Sincerely,
Mark Wentzlaff
President
Prime Time Communications
1-877-678-2763
Cs-ut@primetimecommunications.net
http://www.mstar.net
http://www.primetimecommunications.net
Dear Prime Time Customer,
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.
Video customers may also be interested to know that representatives from set top box manufacturer Amino visited Prime Time this week. Prime Time is one of North America’s largest deployers of these boxes. Over the past month, our engineers have been working through the night to send software updates to all active set top boxes. All customers now possess boxes with the best systems available, and reports of video quality issues have declined significantly.
If any Prime Time video customer wishes to report video quality issues, email video@ptcomm.tv. Please do not send other customer service requests to this email address as it is used for reporting video problems only. Please include the Channel Number, Name of Channel, Date, Time, and Type of Problem, as this will greatly assist us in further enhancing our formal channel-checking process. We will follow up on any issues you report in future email updates and on our blog.
If you have any questions or comments about our transition from Mstar or anything else going on at Prime Time, please do not hesitate to email or call us using the contact information listed below or by visiting our new company blog at primetimecommunications.wordpress.com. Thank you for your business and for your time.
Sincerely,
Mark Wentzlaff
President
Prime Time Communications
1-877-678-2763
Cs-ut@primetimecommunications.net
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Posted by primetimecomm
Dear Prime Time Customer,
Please note that our billing system, which carried over from Mstar, experienced a few glitches which delayed the sending of invoices to our non-automatic bill pay customers. Most invoices were sent out on Friday, June 5, but some were not mailed until Monday, June 8. The due date for your payment will be extended one week, so no late fees will be applied until after the 28th, instead of the normal date of the 21st..
To prevent delays like this in the future, Prime Time will be moving accounts to our billing system as quickly as possible throughout the months of June and July.
Additionally, as we have stated before, if any Prime Time video customer wishes to report video quality issues, email video@ptcomm.tv. Please do not send other customer service requests to this email address as it is used for reporting video problems only. Please include the Channel Number, Name of Channel, Date, Time, and Type of Problem, as this will greatly assist us in further enhancing our formal channel-checking process. We will follow up on any issues you report in future email updates and on our blog.
Last week, engineers were able to get local channel Fox 13 back in HD. You can find it with the other HD local channels.
If you have any questions or comments about our transition from Mstar or anything else going on at Prime Time, please do not hesitate to email or call us using the contact information listed below.
Thank you for your business and for your time.
Sincerely,
Mark Wentzlaff
President
Prime Time Communications
1-877-678-2763
Cs-ut@primetimecommunications.net
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Posted by primetimecomm
Dear Prime Time Customer,
This month, Prime Time is happy to introduce our new pricing, which we hope will create greater savings for your family than ever before. You will see this new pricing effective on your June invoice.
Our new discounts will save each customer, on average, over $10 a month. But the greatest savings are available to customers who take all three of our services, with the Prime Time Triple Play. For only $109 a month, customers receive blazing fast internet, unlimited local and long-distance digital voice, and over a 100 channels in our Digital Select IPTV package. Existing single and double-play customers can currently upgrade to the Prime Time Triple Play without paying any of the usual installation fees that may apply. We will also no longer require new or current customers to agree to a one-year contract when adding a new service.
If you want more details about the new pricing, please contact our customer service. We are happy to answer your questions.
Sincerely,
Mark Wentzlaff
President and CEO
Prime Time Communications
1-877-678-2763
Cs-ut@primetimecommunications.net
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Posted by primetimecomm
Dear Prime Time Customer,
If you have any questions or comments about our transition from Mstar, please do not hesitate to email or call us using the contact information listed below. Our engineering staff has made several improvements to our video signal over the past week and believes picture quality on all channels has improved. If you continue to see quality issues on any channels, please send the name of channel, channel number, date, time, and type of problem to video@ptcomm.tv. Please send all other customer service inquiries to the email address below.
We are determined to resolve any remaining issues as quickly as possible.
Sincerely,
Mark Wentzlaff
President and CEO
Prime Time Communications
Phone: 1-877-678-2763
Email: Cs-ut@primetimecommunications.net
Blog: primetimecommunications.wordpress.com
Websites: Mstar.net
Primetimecommunications.net
2 Comments | Prime Time Transition | Permalink
Posted by primetimecomm
Dear Mstar Customer,
As we have already announced, Mstar has been acquired by Prime Time Communications, a fiber-optic service provider with thousands of customers throughout the Mountain West.
We are excited to welcome you to the Prime Time family! At Prime Time, we aim to bring you the absolute best experience possible with your IP-based services. As part of improving that experience, we will communicate with you often and openly so you are constantly aware of changes and updates we make in customer service, billing, and to our network core.
During this transition, please feel free to check our website regularly. Eventually, Mstar’s website will be fully integrated with Prime Time’s site at PrimeTimeCommunications.net. But for now, you can still go to the Mstar website, Mstar.net, for updates about the acquisition and transition to Prime Time.
New Prime Time pricing will be announced officially by the end of May and will include many new ways for you to save. We will announce these changes by email and post them on the Mstar website for your convenience.
Additionally, Prime Time is in the process of working to isolate and resolve unique picture quality issues on the Utopia network as fast as possible. We are therefore requesting any video client that wishes to report video quality issues, email video <at> ptcomm.tv. Please do not send other customer service requests to this email. This is a one way email distribution. Please include the Channel Number, Name of Channel, Date, Time, and Type of Problem, as this will greatly assist us in further enhancing our formal channel-checking process. We will follow up on any issues you report in future email updates.
We thank you in advance for your patience during the transition to Prime Time. Prime Time can be contacted at the email address listed below and at the toll free phone numbers you have used to contact Mstar in the past. We look forward to serving you.
Sincerely,
Mark Wentzlaff
President and CEO
Prime Time Communications
Contact Information:
Prime Time Communications
1.877.678.2763
cs-ut <at> primetimecommunications.net
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Posted by primetimecomm
Dear Mstar Video Subscribers,
We are happy to welcome you to Prime Time Communications and look forward to serving you for years to come. However, because our recent acquisition of Mstar has come with a few trials, we wanted to take a moment to explain the recent video conversion to you in more detail.
What we had hoped would be a smooth transition from Mstar to Prime Time Communications came with an unexpected hurdle – the existing Mstar video signal was going to be turned off as of May 1, due to a situation beyond Prime Time’s control. With this time line in place, Prime Time immediately expedited our planned video feed conversion strategy to convert as many subscribers as possible in as short a time as possible, in order to minimize down time. We were faced with converting approximately 2,300 video subscribers in a five-day window.
During our expedited conversion, we have encountered two major problems:
1) Local Channels
– The local channels (KUTV, KTVX, KUED, KSL, and their HD counterparts) had to be re-routed over the UTOPIA network following the modification of the system architecture on Thursday, April 23
– The new system was completed, but was not able to be fully tested by the May 1
– A number of system enhancements have been identified and are being implemented through a series of maintenance windows scheduled each evening between 2:00 a.m. – 4:00 a.m. If you notice irregular video service during this time window, please be assured the maintenance is being done in an effort to improve the quality of the signal.
2) Set Top Box Conversion
– Originally, a staff of field technicians had been assembled and trained to facilitate the set top box conversion over what we had planned as a three to four week conversion period.
– With the termination of the Mstar video signal on May 1st, our options were either to allow a significant number of subscribers to have their video signal go down and remain down until a field technician could schedule a set top box conversion or aggressively convert all subscribers and then address the individual issues that arose from the rushed conversion.
– We are committed to correct any conversion issue that might yet be unresolved and have our field technicians working extended hours to close all issues out as soon as possible.
We do apologize for any inconvenience that our video conversion may have caused you and would like to assure you that we have made every attempt to handle this situation as professionally and expeditiously as possible.
We anticipate having all subscriber call backs fulfilled no later than Friday, May 15.
In the meantime, our call volume has increased significantly and we are doing everything possible to respond to any and every situation as quickly as possible. We will continue to send out weekly updates as we work through this transition.
Thank you in advance for your understanding.
Sincerely,
Mark Wentzlaff
CEO, Prime Time Communications
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Posted by primetimecomm
primetimecommunications.wordpress.com 