60s on 6 moving to channel 73, changing name to 60s Gold.

[JBraddock]

"On the XM side, they changed the second-tier 'Select' subscription to include streaming for no extra cost a few years ago. Before that, you had to order the highest-priced 'unlimited' tier if you wanted streaming included, or pay something like $5.95/mo extra on top of the second tier subscriptions."
There is no XM side. SXM is treated from a subscription standpoint, as one entity.

Incorrect. There are XM radios and Sirius radios and that divide was reflected in subscription packages until earlier this year.

With what used to be called XM Select, you got all channels except Stern. The Sirius side got Stern included with their package at no extra charge. On the XM side (an XM radio), you had to get the All-Access package (now known as Platinum) to get Stern and streaming for an extra charge on the order of $5.99/mo over the Select subscription. The streaming was later (a few years ago) added to XM Select at no extra charge as discussed above.

In more non-monolithic SXM news, SiriusXM announced earlier this year their intention to sunset the Sirius satellites and transmission technology and continue with the XM platform. Since there is a large installed base of Sirius radios in cars, it's not clear when this transition can begin.

[The cancel subscription desk is] Farmed out. SXM has nobody answering phones. Not even a receptionist.

Pedantry. The call center handles the complaint volume for SXM. SXM gets metrics from the call center.

Rightfully so, more focus with any media business isn't on Boomers and senior citizens, but the future audience. Granted, they still need to keep whatever subscribers they have, but likely there aren't new boomers signing up.

Boomers pay subscription fees just like younger folks. This isn't an industry where they stop paying attention at 54. Revenue is revenue. You can move the channels to higher numbers, but if you know what you're doing, you don't sacrifice revenue by moving older-skewing popular channels off the birds where the older listeners have a hard time accessing them, especially where a channel has a high preponderence of P1s. That's what SXM learned from their Escape mistake.

“All hell broke loose” sounds a bit like “went viral.” It has no real meaning. A relatively small number of people get themselves all worked up and they’re convinced by their own echo chamber that it’s far more impactful than it is.

SXM had to reverse themselves a month later. That's what it means. They got it wrong, and it was immediately apparent.

Reversing a channel allocation decision in a month is SXM's version of 'turning on a dime.' That's as fast as they could get it done. That bad decision was going to have real consequences - it was going to affect revenue, hence the reversal. Clear cut case. No imaginary 'echo chamber.'

 

[TheBigA]

Boomers pay subscription fees just like younger folks. This isn't an industry where they stop paying attention at 54. Revenue is revenue.

You're right, but we have to be clear why that is: The Sirius music channels are not tied to advertisers. They're strictly subscription channels. If OTA radio was run that way, it would sound completely different. Public radio is run that way, and that's why you hear formats there you don't hear any more on commercial radio. The big radio companies know this and they see that there's revenue there, but they can't use their OTA stations to access that revenue. Which is why they're focusing so much attention on their streaming platforms.

 

[Kelly A]

Incorrect. There are XM radios and Sirius radios and that divide was reflected in subscription packages until earlier this year.

That's right, but 'earlier in this year' has already happened.

In more non-monolithic SXM news, SiriusXM announced earlier this year their intention to sunset the Sirius satellites and transmission technology and continue with the XM platform. Since there is a large installed base of Sirius radios in cars, it's not clear when this transition can begin.

They replaced two of the geosynchronous Sirius birds a couple years ago. Those recently replaced satellites will need to age out first. That, and their aviation weather services are still carried on those birds.

Pedantry. The call center handles the complaint volume for SXM. SXM gets metrics from the call center.

And, where is the contracted call center located?

Boomers pay subscription fees just like younger folks. This isn't an industry where they stop paying attention at 54. Revenue is revenue. You can move the channels to higher numbers, but if you know what you're doing, you don't sacrifice revenue by moving older-skewing popular channels off the birds where the older listeners have a hard time accessing them, especially where a channel has a high preponderence of P1s. That's what SXM learned from their Escape mistake.

Nobody moved channels off of particular birds. They moved the 60's channel from 6 to 73. In fact, the preset for the channel on my wife's Volvo (Sirius), and my pickup (XM) automatically moved channels, but the preset on your radio remained the same. The 'hey you kids, get off my lawn'-crowd so concerned about the move from 6 to 73 should see little or no impact. Other than symbolically. Of course, there's always someone looking to get upset about something. Change happens.

Reversing a channel allocation decision in a month is SXM's version of 'turning on a dime.' That's as fast as they could get it done. That bad decision was going to have real consequences - it was going to affect revenue, hence the reversal. Clear cut case. No imaginary 'echo chamber.'

Chances are most of the threats to cancel if 'I don't get my channel back,' are empty. I'd be willing to bet the duffer's listen to other channels too.

 

[CTListener]

And, where is the contracted call center located?

It was in Egypt the last time I had to call, quite a few years ago. I believe Jamaica has also been used. Wherever the labor is cheapest, I guess.

 

[gr8oldies]

It was in Egypt the last time I had to call, quite a few years ago. I believe Jamaica has also been used. Wherever the labor is cheapest, I guess.

Last couple of times I called to renew and/or cancel, I didn't even talk to anyone. Last time i wasn't even argued with, the automated phone system just offered me the promotional price.

 

[radioman148]

Last couple of times I called to renew and/or cancel, I didn't even talk to anyone. Last time i wasn't even argued with, the automated phone system just offered me the promotional price.

Same here. I expected another big argument with them and I got a good price right away.

 

[gr8oldies]

Same here. I expected another big argument with them and I got a good price right away.

In the twice I renewed I called during the weekend. The first time I had my sob story all ready to go, and the auto system said, after I indicated I wanted to cancel, said "are you open to hearing another offer". I said yes, and they offered me the promo. This time I heard " would you like to renew at the same rate?" Sure.

 

[radioman148]

In the twice I renewed I called during the weekend. The first time I had my sob story all ready to go, and the auto system said, after I indicated I wanted to cancel, said "are you open to hearing another offer". I said yes, and they offered me the promo. This time I heard " would you like to renew at the same rate?" Sure.

It's definitely better than when I had to argue with them last year.

 

[TheBigA]

This time I heard " would you like to renew at the same rate?" Sure.

Have you considered that they may have a file on you and the automation knows what it takes to get you to yes?

 

[gr8oldies]

Have you considered that they may have a file on you and the automation knows what it takes to get you to yes?

I'm sure they have files on all their customers. Fine by me if I got the promo price.

 

[Kelly A]

It was in Egypt the last time I had to call, quite a few years ago. I believe Jamaica has also been used. Wherever the labor is cheapest, I guess.

Most are in India now.

 

[radioman148]

Have you considered that they may have a file on you and the automation knows what it takes to get you to yes?

I never got the automation. When I called about a month ago I spoke with someone who let me get quickly to the point.
This was a first for me as I was expecting an argument.

 

[gr8oldies]

I never got the automation. When I called about a month ago I spoke with someone who let me get quickly to the point.
This was a first for me as I was expecting an argument.

I called during off hours for a reason

 

[AbrahamJSimpson]

I went though the hoops of canceling for real maybe 4-5 years ago. That was painful from a process view and infuriating from an experience view—I get retention agents are there to retain, but when someone tells you it’s for financial reasons, drop it and stop arguing the value.

One the situation resolved, I saw a good promo and jumped on it. Since then, twice I’ve been prepared to be obnoxious and walk if needed, but got the automated response with the offer I was receiving for another year. Keep giving me an easy system and a good price like that and I’ll stay for the time being, file or no file. Heck, for all I care they can view my streaming data if they give me the right price. I promise they’ll be bored to tears, but if that’s what it takes, go for it.

 

[radioman148]

I went though the hoops of canceling for real maybe 4-5 years ago. That was painful from a process view and infuriating from an experience view—I get retention agents are there to retain, but when someone tells you it’s for financial reasons, drop it and stop arguing the value.

One the situation resolved, I saw a good promo and jumped on it. Since then, twice I’ve been prepared to be obnoxious and walk if needed, but got the automated response with the offer I was receiving for another year. Keep giving me an easy system and a good price like that and I’ll stay for the time being, file or no file. Heck, for all I care they can view my streaming data if they give me the right price. I promise they’ll be bored to tears, but if that’s what it takes, go for it.

It was really a bad experience when I had to argue with them. I dreaded calling, but that was part of their plan so some people would accept the higher prices instead of higher blood pressure.

 

[ContinuousWave]

SXM is on for free through Dec 6...listened to 70s on 7 last night..it sucked bigtime...no more TOH either!! WTF?? Is there a number to call to complain??

 

[ContinuousWave]

I really don't understand why they moved it. It's kind of like Low VHF analog stations, most of which are on UHF now, still identifying as Channel 2, 4, etc. The channel doesn't reflect any reality anyway. It's arbitrary. Why change it?

Thanks to DTV the channel PSIP which identifies the channel can show the legacy channel...this was supposed to "not confuse the viewing public"....total BS! When KFDM 6 in Beaumont went UHF, they went 21, which had major antenna issues, then 25, and finally 15 during the repack...the CE there was STILL getting calls from folks who thought they were still on 6!! One lady called after they were on 25, 3 years after the 6 signal was gone. He informed her to rescan since they were now UHF...she said they still called themselves 6 and should still be there I feel now with the repack done, it's time to start showing the REAL channel and do away with virtual channels. It DOES help KBMT 12 in Beaumont..they have a LP on 36 which are noted as 12.5 and 12.6...but virtual mapping us a PITA IMPO..I say do away with it.

 

[spiritof67]

Most are in India now.

In my experience, most have been in the Philippines.

 

[Kelly A]

SXM is on for free through Dec 6...listened to 70s on 7 last night..it sucked bigtime...no more TOH either!! WTF?? Is there a number to call to complain??

What? Are you okay?
No TOH? You do know that there is no top of the hour ID required on satellite radio, do you?

 

[Kelly A]

Thanks to DTV the channel PSIP which identifies the channel can show the legacy channel...this was supposed to "not confuse the viewing public"....total BS! When KFDM 6 in Beaumont went UHF, they went 21, which had major antenna issues, then 25, and finally 15 during the repack...the CE there was STILL getting calls from folks who thought they were still on 6!! One lady called after they were on 25, 3 years after the 6 signal was gone. He informed her to rescan since they were now UHF...she said they still called themselves 6 and should still be there I feel now with the repack done, it's time to start showing the REAL channel and do away with virtual channels. It DOES help KBMT 12 in Beaumont..they have a LP on 36 which are noted as 12.5 and 12.6...but virtual mapping us a PITA IMPO..I say do away with it.

What does this have to do with SiriusXM?