The Southern Ontario/WNY Radio-TV Forum / Could You Demand A Rebate If A Cable Co. Messes Up Simsub?

**Posted by RadioActive** August 3, 2025 10:05 am

The answer may surprise you - it's yes. Or at least it's supposed to be. According to a buried page on the CRTC website, if a cable or TV provider messes up the ending of your show - especially in the case of a live sporting event, which is a frequent offender - a consumer has the right to demand compensation for the error.

Here's what the CRTC rules say about this, from their own webpage.

If the mistake is made by cable and satellite companies, they may be required to provide customers with a monetary rebate
If the mistake is made by over-the-air (OTA) stations, they may lose the privilege to request simultaneous substitution for a period of time or for certain programming

Examples of a substantial simultaneous substitution error include:

where you miss any part of a program that begins or ends on the hour or half hour, as scheduled;
where you miss more than one minute at the beginning or end of a program that does not start or end at the scheduled time;
where you miss any specific important part of a sporting event, including any scoring plays or moments that could be described as a critical part, or any time in the last period/quarter or overtime in any sporting event; or
where you miss any important part of a program.

So, would you actually be able to get relief on your bill because of a simsub screw-up? My guess is they'd find a way to weasel out of it and refuse. You could complain to the CRTC, but really, how much time do you have in your day to go to all that sturm und drang for a few bucks off your bill? And what exactly constitutes "any important part of a program?"

Sounds like a great policy, even if it is more than a bit vague. But I doubt anyone's ever gotten much back from a blown substitution.

**Posted by Ale Ont** August 3, 2025 7:24 pm

I complained to the Commission, which sent a copy to the BDU. I was proven right and prior to filing my complaint I was given a credit to my account. Just another example of corporate incompetence.

**Posted by RadioActive** August 3, 2025 7:53 pm

Wow, so it worked. I had not expected to hear that. If you don't mind my asking, how much of a credit did you get and how much time and trouble was it filing your complaint? Also how long did the whole process take from start to finish?

**Posted by Ale Ont** August 4, 2025 10:03 am

First of all let me say that anyone I spoke to at the BDU has no idea what a simsub is. And to my amazement have no access to a television equipped with the channels they send to the public. So, after speaking with someone at the BDU for about an hour, the Loyalty Department decided that I should receive some compensation for their mistake. However, I don't think they really believed me it was their fault. They gave me a credit of just over $20 to my account,
Then I spent about 20 minutes detailing the incident to the CRTC. The form is on their website, They send a copy to the BDU and they have about three weeks to reply to me with their answer. Of, course I was right and they apologized and detailed how many simsubs they have to do...blah, blah, blah. Again, it's corporate incompetence and poor management that allows these things to happen. The NFL season is near, so I will have many opportunities to complain. But, the BDU's just don't get it!!!

**Posted by mace** August 4, 2025 10:39 am

Ale Ont wrote:
First of all let me say that anyone I spoke to at the BDU has no idea what a simsub is. And to my amazement have no access to a television equipped with the channels they send to the public. So, after speaking with someone at the BDU for about an hour, the Loyalty Department decided that I should receive some compensation for their mistake. However, I don't think they really believed me it was their fault. They gave me a credit of just over $20 to my account,
Then I spent about 20 minutes detailing the incident to the CRTC. The form is on their website, They send a copy to the BDU and they have about three weeks to reply to me with their answer. Of, course I was right and they apologized and detailed how many simsubs they have to do...blah, blah, blah. Again, it's corporate incompetence and poor management that allows these things to happen. The NFL season is near, so I will have many opportunities to complain. But, the BDU's just don't get it!!!

Here are some tips to help you be aware of all of the CTV simsub NFL games. First check out 506Sports. This gentleman from New Brunswick [506 Area Code] posts colour coded distribution maps for all CBS and FOX Sunday games. Game announcers are also provided. NFL markets are in bold print. Other principle cities [Rochester, Syracuse, Erie etc] are indicated on the maps as well. Major Canadian cities are also indicated. The maps are amazingly accurate and are uploaded every Wednesday afternoon. Bell usually posts their game distributions on a Thursday or Friday. As a general rule, the simsubs usually break this way. Atlantic Canada-NE Patriots. Montreal-NY Giants, Ottawa-Detroit Lions, Kitchener/Toronto-Buffalo Bills, Winnipeg-Minnesota Vikings, Alberta/BC-Seattle SeaHawks. Hope this helps a bit. I usually watch the 4:25 games on line from NYC because they are usually nationally simsubbed on the entire CTV network.

**Posted by RadioActive** August 4, 2025 10:49 am

Ale Ont wrote:
First of all let me say that anyone I spoke to at the BDU has no idea what a simsub is. And to my amazement have no access to a television equipped with the channels they send to the public. So, after speaking with someone at the BDU for about an hour, the Loyalty Department decided that I should receive some compensation for their mistake. However, I don't think they really believed me it was their fault. They gave me a credit of just over $20 to my account,
Then I spent about 20 minutes detailing the incident to the CRTC. The form is on their website, They send a copy to the BDU and they have about three weeks to reply to me with their answer. Of, course I was right and they apologized and detailed how many simsubs they have to do...blah, blah, blah. Again, it's corporate incompetence and poor management that allows these things to happen. The NFL season is near, so I will have many opportunities to complain. But, the BDU's just don't get it!!!

All that time and trouble for 20 bucks? No wonder people don't bother. I admire your persistence.

**Posted by Ale Ont** August 5, 2025 8:29 am

Thank you. But after missing so many goal line stands watching the BDU screw up the last seconds of a tight NFL game, you would think they might learn. But, they don't, so they will have to pay for it. And every time I submit a complaint to the Commission, it is part of the BDU's file.