How do I connect the cables to my Gateway and Portal?
Hey, codyjackson, which cables are you referring to specifically? Have you just purchased your Gateway/Portal system and are trying to install it? If so you will need to book a technician for a free professional installation. If you are just looking to hook it up to your TV/Home Theater we should be able to assist.
Hi codyjackson, as chris.s mentioned, we would need to get one of our installers out to hook up your Gateway and portals for the first time as there are special filters we would need to put in place.
But if these are the cables going from your portals to your TVs, a simple HDMI cable should work great. If one of your TVs doesn't have an HDMI input, component cable (red/green/blue) and composite (red/white/yellow) will work just as well.
One of our portals isn't working, and I have swapped it with a working one and it still doesn't seem to be able to connect to the gateway or network.
Wold that mean it is defective, or not configured somewhere?
i Have it connected using the exact same cables, filters and connectors as the working one, so it has to be something with the box itself.
any suggestions? I don't want to wait 3 more weeks for a technician when the Shaw office is right next to my work and I can swap the box.
It does sound like this could be a problem with the portal itself. We would still require a technician to take a look, Most likely we can get someone to your home within a day or two depending on where you live.
We can send you a direct message to book an appointment if you wish?
Unfortunately, we have had technicians out three times now. And, each time, either my wife or I have to take off work to meet them at our home. Sometimes I don't think Shaw considers our lost wages when they say things like "we can just come to visit"
The first time the technician came, he set up the portal, after 3 hours he couldn't test it for whatever reason, and said he would come back.
The second time, which we couldn't schedule until 3 weeks later, the technician came and made one portal work, and then left.
When we tried using the second portal, it didn't work. There were no filters on it like the original one, and it doesn't work when I put it exactly in place with the working one.
Why would technicians leave without making sure everything is working?
I guess I will have to call in another technician, but this is taking a lot of time (so far, almost two months) all the while I am having to take off work, and being billed for services we aren't receiving.
Sorry, but I had to express my frustration with this process.
What city are you in? With the help of one of the Mods to book a suitable service call, I may be able to touch base with the team taking care of you to ensure the challenge gets the information you have provided and hopefully gets to a resolution quickly.
That would be much appreciated.
I am in downtown Edmonton
Even better, That's my old home turf.
If a mod hasn't contacted you yet, I can take your account phone number in a private message (don't post it here) and the number you would be best reached at during the day tomorrow, and I can have someone ring you up.
I'll message you directly and we'll get this arranged for you with the help of Duane (jackal).
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