xm ref tuner problems

[dcmoyer]

My XM Reference tuner changes to channel 1 the preview channel after a few hours of playing. I then need to turn the tuner off before changing channels. Any advice?

[steveinaz]

Polk will make it right, contact Ken Swauger.

[Mike682]

Polk will make it right, contact Ken Swauger.

No doudt about that. Just to add one thing, if you do e-mail Ken, make sure you say you are a club polk member in the subject line..

...Customer service here is top notch... :D

[Kenneth Swauger]

Hello,
Thanks for contacting us, I'm sorry you're having problems with the XM tuner. Just curious, does your tuner remain on continuously? If so, this could be the cause.
Regards, Ken

[dcmoyer]

Yes, I do have the tuner on continuously. The unit is part of a Whole House Audio System. Is there a problem with keeping the unit on all the time?

[steveinaz]

Sometimes XM transmits "updates" at power down. leaving it on all the time causes your tuner to miss the updates---this might be what you're experiencing. Powering the unit down and back up is similar to rebooting your computer after loading new software.

[Kenneth Swauger]

Hello,
The XM processor uses the period of time when the unit is turned off and on to re-establish activation with the satellite. This system was originally used in cars and, naturally, has plenty of opportunity to be turned on and off. When you have the tuner on all of the time this re-activation doesn't happen. Simply turning the unit off/on will reconnect to the satellite. We have a software update that can solve that problem if it is not practical to turn it off. You may send the tuner to Polk Audio, 2550 Britannia Blvd., Suite A, San Diego, CA. 92154. Please include a short note giving us your name and address and request the most recent version of the tuner. We will ship out via FedEx second day a replacement the same day yours is received.
Regards, Ken

[jpierce75]

Ken,

I have the same issues where my radio is hooked into a Niles Whole Audio System. It works great but also run into the issue of it losing its signal. Not very convenient to run down two floors to turn it off and on again.

Is it ok to send it back to you also?? It is only a few months old..

Thanks

[Kenneth Swauger]

Hello,
Yes, definately, send it to us in San Diego.
Regards, Ken

[hodell]

ken - i have one of the units that shipped the first day it was released, am i covered, too?

thanks

chuck

[Kenneth Swauger]

Hello Chuck,
Sure, if you're having that kind of difficulty, please send it in.
Regards, Ken

[hodell]

i am having the reset/activation issue and my unit also begins to vary the volume from normal to low and back to normal until i turn it off and power it up again. i just assumed they were both products of the xm updating process.

thanks ken, and i will send it in once i can find a time when i will be on travel and won't have to do without the receiver - i really appreciate and enjoy having it as part of my system - great product!

chuck

[hodell]

Ken - I have mailed the unit to San Diego with a note detailing the problem.

Thanks, again for your assistance.

chuck

[dcmoyer]

Ken,

Thanks for your help. I am mailing the tuner in tomorrow.

Doug

[Kenneth Swauger]

Hello Doug and Chuck,
You're certainly welcome!
Take care, Ken

[hodell]

hi ken - i sent my unit back and it arrived in san diego on the 8th. i still haven't heard anything and i am wondering if there is any easy way to check on what might be happening.

thanks - chuck

[jpierce75]

Hi Ken,

I tried to see if it would bother me to turn off the receiver manually and it does...

Do I need to send everything to you or just the tuner??

Thanks for the help (again)

[Kenneth Swauger]

Hello,
All you would need to send would be the tuner, keep the antenna, cables, remote, etc. The service department will send, the same day they get yours, a replacement via FedEx second day delivery. You'll have to call XM Satellite to give them the new tuner ID number.
Regards, Ken

[jpierce75]

Sent off via priority mail with tracking...

Thanks!!