Following up on this week's annoucements

It's been a busy week around here.  Monday, I wrote about the launch of Digital 5.0 and followed that on Tuesday with the advance news about Broadband 30.0.  Customers posted comments and wrote emails sharing their reactions, which I genuinely appreciate.  I thought I would take a moment to discuss some of the more prevalent comments.

All Digital Service

A few questions came in about our all-digital roll-out.  Some customers, who prefer to continue to watch their analog TV's without a set top box, voiced concern that they would now need one.  That is not the case. Customers who do not have a digital set top box will continue to receive our classic cable lineup in analog, allowing their TV's to continue to function.  

A lot of our planning today is about freeing up more bandwidth for more advanced services for all of our products.  Whether it's more HD, faster broadband speeds or new advanced phone features, bandwidth is needed and analog TV channels take up a huge amount of valuable spectrum. 

Therefore, everyone should understand that, although we intend to continue to deliver analog channels for some time to come, the entire television delivery standard in the United States is in a state of transition.   Over the long term, we will phase out most analog transmission and will ultimately require digital-to-analog converters for analog TV's to continue to function -- much like the over-the-air broadcast TV transition last June.

For those of you who have a digital set top box, when you tune to any of our classic channels which were previously available only in analog, you will automatically receive the crisp, clear digital signal we are now transmitting.  

Functionality Improvements

Aside from making every channel 100% digital for great picture and sound quality, we’ve added new DVR features with overlap protection and live recording extension, so you don’t have to worry about recording conflicts if one recording runs long when another is starting.  We also made our on-screen guide easier than ever to use. 

We've also added a great feature to our On Demand service, allowing you to begin watching a program in one room of your home, move to another room and pick up right where you left off to finish it.  It's a great feature that works with all Insight Digital receivers.  And if you don’t have time to finish your On Demand selection, you’ve got more time with extended movie rentals —a number of movies are now available for 48 hours instead of the usual 24.

High Definition Channels

Some of you asked why we didn't launch more HD channels.  I mentioned on Monday that Digital 5.0 wasn't primarily focused on HD, although we did add a few new channels in every district.  Instead, 5.0 was more focused on an upgrade in functionality and video on demand.

That said, we believe HD is in the center of the future of television and we will continue to add more and more HD channels in future digital releases.  As for this release, I'm sure that once you have experienced some of the new features included in Digital 5.0, you will agree that the newest release has some great new stuff.

Broadband 30.0

Advanced broadband users have told us they would like more speed, especially upstream.  On Tuesday, we gave readers a preview that we intend to launch a new 30/3 service in the near future.  Broadband 30.0 will increase download speeds by 50% over our current premium speed and will double our premium upload speeds to 3 meg. 

Some have asked if it will be free.  The answer is no --  there will be a premium charged for the new service.  The new Broadband 30.0 service will be priced at a $15 monthly premium over the cost of our 20.0 service.  For those who really require these cutting edge speeds, I believe we have priced 30.0 to be affordable for most residential users.

Future speed enhancements will come after we launch the next-generation cable modem platform, DOCSIS 3.0.  We are working on the final touches of those plans and will tell you more about it first, right here. 

Meanwhile watch for the availability of Broadband 30.0 in your neighborhood.

In Closing

 As most know, I like to be candid with you so I would also like to answer a couple of specific emails, posts and requests.

"MRN" posted the following comment:

You wouldn't hear anything from Insight on the MLB Network because they are not part owners in it. It is primarily owned by Major League Baseball. Comcast, DirecTV, Time Warner and Cox Communications have minority ownership of the new network, with MLB retaining a controlling two-thirds share. Insight only carries the NFL Network because of how big a fan Mr. Willner is of the New York Gaints.

Here's the scoop.  We'd love to carry the MLB Network but have not been able to come to acceptable terms with them as yet.  All I can promise at this point is that we will continue to try to reach an agreement during the off season.  As for the NFL -- it's true -- I'm a fervent Giants fan.  But I can assure you that my personal preference has absolutely nothing to do with any of the programming decisions we make.  We have a highly competent and professional team of product specialists who research consumer trends, specifically in our markets, and then attempt to arrive at an agreeable deal for carriage. 

By the way, most of our programming specialists are Cats or Cardinals basketball fans so the theory doesn't hold up.

Others readers were very clear about some of the additional HD signals they would like to see.  While we are getting our network ready for more advanced services and HD channels, we also are working very hard with all of the major programming suppliers to come to acceptable terms to enable us to consistently roll out new HD channels in the coming releases of Digital service. 

So, that's a recap of the week's announcements with some answers to the most-asked questions.  Thanks for your feedback and be assured that we will take your individual suggestions very seriously as we make decisions for future releases.

Comments

[Jeff]

I just received my direct mailer from Insight today highlighting the changes. The more I look at the New 5.0 service I have to ask: "What's New?"

Now all stations are 100% digital, which is good; but something I think we should all have been enjoying since we started paying for a service called Insight DIGITAL TV.

Search for programing in the guide, use the DVR, and On Demand are all things I can do now with 4.0 so again I ask what is New? Sure a few tweaks have been made but nothing I feel to make this big of a deal about. (Maybe 4.5 release)

I will however point out that I am noticing your attempt to brand yourself more "Apple like" in your direct mailings and website. The brochure I was sent today almost copies an iPhone brochure from simple layout, use of white space, clever tag lines, even little app icons to denote each feature. I think the font is even the same used by Apple. It has obviously worked well for Apple, so maybe the same for you?

I would however ask that this simple layout and ease of use be applied to your current on screen guide and user interface. It has a very 90's feel to it. Other providers (Verizon Fios, AT&T U-Verse, DirecTV, etc.) have much more interactive and visually appealing guides with a much friendlier user interface. Had this been apart of the 5.0 then this would be BIG NEWS.

[Dark_Sinner]

Well I think where I live we should have bandwidth room for more HD channels like Cartoon Network and TruTv. Why? Because for 2 years I have seen Insight Phone Ads but yet in two years we still are not offered phone service. So explain that! We are not even offered the whole Insight Experience. Every time I turn around cable companies make excuses to be behind the times. Sure I live in a small town South of Louisville, but does that mean we should be a lower priority than the big city....I guess so. I will say this, I have a choice between Insight and Comcast. I will choose Insight due to the better customer service.

[Ryan]

$15 more over the cost of 20.0? If you only charge $10 more for 20.0 over the cost of 10.0, it would only make more sense to only charge $10 over 20.0 for 30.0.

I would have really considered 30.0 if it were only $10 over 20.0, but $15 makes me think twice. I am satisfied with 20.0 and have even thought about going back to 10.0 due to the cost. I am thinking there will be less people going with 30.0 than you saw with 20.0

[Brian]

I think you need to find some new MBAs for your marketing department who have better grasp on supply and demand.

Charging $25 upcharge vs 10.0 and $15 vs 20.0 is too much.

Huge unit profit margin x few customers = little profit.

I cannot see how many (any?) people except those who work from their home can justify your announced pricing.

Makes me scared to see what DOCSIS 3.0 price structure will be. No wonder you guys are being slow to roll out DOCSIS 3.0.

[twitter.com/zweigand]

30 is super expensive because they can't currently support a ton of users at that speed. I don't see myself needing more than 20 any time soon, but the upload needs to be raised to at least 3.

[matt_31]

Im up here in the jasper area and we finally got vonage after being told for years now the phone service is planned and could be in our area, then a year comes by and told maybe another year and then another year. We even several times in the past got advertising in the mail about it. I would have done all three (cable, internet and phone).

Im really happy about the 30 service offering. I just find $15 more then my 20 service now is a bit much. Something Im going to have to really think about. I guess time will tell.

[ARGO]

When DOCSIS 3.0 comes in to play will all modems need to changed out?

[Ryan]

You should not need to upgrade to a DOCSIS 3.0 modem unless you want to take advantage of the new DOCSIS 3.0 capabilities (one being speed). DOCSIS 3.0 should be backwards compatible with your existing equipment with the exception of the above.

[Ian L]

For the whiners (yes I said whiners) saying 30.0 is too expensive...let's get down to some facts.

1. The only other provider to offer 30 Mbps down and 3+ Mbps up over non-DOCSIS 3 is Cablevision, which services a rather urban clientele near a big internet connectivity hub...to understate things.
2. $70 is less than the asking price for Comcast's 22/5 service, available in DOCSIS 3 areas only. That's $75 + modem fee ($3-$5 plus tax depending on your area). Comcast doesn't sell modems at all to my knowledge, though you can get 'em for $80 (DOCSIS 3 version) online.
3. Broadband 30.0 represents a 50% download sped increase and a 100% upload speed increase over Insight's previous top-tier (repeat: top tier) service. The price increase is about 27.5%.
4. Insight's 20.0 tier is still available, for those who don't want to spend a couple of quarters per day more on internet service. If you want top of the line, you pay for top of the line. If you're not willing to pay for it, don't get it. That's why I'm not on Comcast's $117 + modem 50 Mbps down, 10 Mbps up service.
5. Sorry to break it to everyone, but DOCSIS 3 service will be more expensive than DOCSIS 2 service. It will also be faster. If you upgrade to the forthcoming DOCSIS 3 tier(s) you'll get more speed and Insight will get more money. Win-win, right? I'll go out on a limb here and say that D3 service will be in the $90-$100 range and offer at least 50 Mbps of download speed and 5 Mbps of upload speed, though I've heard that Insight is actually testing 100 Mbps service.
6. If you still want to complain, shed a tear for Suddenlink users. In areas where the tech is deployed, their DOCSIS 3 service is 20 Mbps down, 1 Mbps up and $80. That's not a misprint; your $55 internet service outruns Suddenlink's $80 service, and your $70 service mops the floor with practically anyone's plans at that price point.
7. Fun fact: Verizon FiOS (whizbang whizbang) service is slower on downloads at the $70 level than Insight's service. Would I take a 3 mbps up connection over a 15 Mbps up connection? No, but something to consider. The same is true when you compare Insight and Verizon's $55 tiers, though the two companies never compete head-to-head to my knowledge.
8. Insight has the fastest broadband in its service area at this point, so they can theoretically charge whatever they want for the highest tier. Nobody currently competes with them on speed. Windstream maxes out at 24 Mbps down, 1.5 Mbps up (less in most areas). U-Verse tops ut at 18/1.5 right now, though they may get an upgrade to 24/2 (in select areas) later. Neither offers close to 3 Mbps up...or 30 Mbps down.

Before everyone calls me out as a corporate shill...

1. I don't work for any ISP in any shape, form or fashion.
2. I'm not enthused about anyone being limited to 3 Mbps uploads in any area. I love my 5 Mbps up Comcast connection too much for that, though home (Texas, versus just-outside-Denver at school) is Time Warner Cable territory, which is still sitting pretty at 15 Mbps down and 2 Mbps up, albeit for a rather lovely $50 per month.
3. Windstream has a small area in Lexington, KY where 24 Mbps down, 1.5 Mbps up fiber is available for $45. That's not 30/3, but it is $10 cheaper than Insight's compatable service, and a little faster.
4. I'd love to have the internet capabilities of http://lusfiber.com with those prices, though I'm not moving to Louisiana for fast internet, power user though I may be.

Let the debate continue...

[Brian]

Comment to Ian L. -- your logic doesn't exactly apply because you are not an Insight customer.

The question is what the **local** customers in Insight market will pay.

$15 extra for 30.0 over 20.0 pricing is too much if Insight wants to get a significantly large number of people to upgrade.

How about we keep the commenting to those of us who actually have Insight service???

[DM]

This posting was nothing but a PR move to try to smooth over the negative reaction from the announced changes. I personally thought it was funny how 5.0 was hyped up pretty good but sort of delivered a yawn by customers who really were expecting major changes.

I think you did make a mistake with your terminology about the all-digital service. It wasn’t explained very well and may have led to confusion about the product. I think that switching to an all-digital video distribution system is needed to free up bandwidth for additional channels and increased picture and sound quality. The thing that you need to remember is that people may view that action as Insight increasing their monthly bill by forcing them to rent a digital set top box. However, the cost to the customer must stay the same in order for this switch to work successfully.

“A lot of our planning today is about freeing up more bandwidth for more advanced services for all of our products.”

Again, maybe Insight is bound by business contracts, but switching to an MPEG-4 delivery system would help alleviate some of the bandwidth problems that Insight and the cable industry seem to have. It seems like such an easy solution to me, right in front of the cable industry’s face but with no provider wanting to go that route. It has been working for the satellite industry for the last three years, and the switch has certainly helped DirecTV and Dish Network compete against each other for HD channel leadership. Which leads me to…

“…we believe HD is in the center of the future of television and we will continue to add more and more HD channels in future digital releases.”

This statement wouldn’t look so bad if Insight offered the same HD channels that have been available to satellite subscribers. I’m sure some Insight customers were disappointed to read that the Viacom channels (Nick, Spike, Comedy Central, MTV, VH1, CMT) were not part of the HD channel additions. What about the new NFL RedZone channel? And wouldn’t it have been a smart move to add Versus HD, especially since DirecTV is having issues with that channel at the moment? When you have customers saying they want new HD and then you don’t really give them what they want, well, they probably won’t be too happy with you.

I do think that a 30/3 internet connection is a good addition. However, I would like to see a 5 or 6 Mbps connection at a cheaper price than the standard 10 Mbps connection. After all, aren’t you the one who has been advocating that people who use less bandwidth should have to pay less for internet access?

[AL]

This has turned out to be more disappointing than Tru2Way. Since many of us have multiple TV's, it would be nice to watch these extra HD and on demand channels without the excessive fees ($16 for each cable box.) After all, doesn't everyone deserve a guide?
In addition, I agree with DM about a 5 or 6 Mbps connection at a cheaper price since most of people are not heavy power users on the internet.

[JDF]

I wish Mr. Wilner would address why delivery of HD channels is inconsistant between markets. Why are some Insight customers now getting channels like Turner Classic Movies in HD, while I am not here in Evansville. It's not like you negotiate carrying a signal per market. People keep saying that it's all about competition in each market, but we've got competition with WOW here in Evansville and we're sure not receiving any preferential treatment, not to mention the fact that DirectTV and DISH are available just about anywhere. Please, Mr. Wilner, explain it to us.

[Jeff]

In Mr. Wilner's Defense, he has said several times that the Upgrade to 5.0 (despite how disappointing the minor improvements are) it was never about adding HD channels (despite the growing demand.) Just like the first commercial stated "Change is full of anxiety and doubt. Not all changes are needed, or even wanted!"

If HD is a huge concern for you then venting your complaints online may not do much in way of getting the channels you want and desire. I suggest you vote with your wallet because you have a choice:

DirecTV has over 130 channels of HD with the ability to do combined billing and bundle discounts when you pair Home Phone, Internet, & wireless service up with local phone providers such as Verizon, AT&T, Etc.

Dish Network offers a little over 90 HD channels and may have the ability to offer bundle services with your local phone provider but I believe they have ended some ties with major U.S. teleco's. They do however have the lowest pricing in digital TV service.

AT&T U-Verse (Where available) offers over 100 HD channels in all markets, even more in others. U-verse also bundles home phone, home internet, home TV, and AT&T wireless services onto one bill. All home services are IP based and integrated. So you can schedule your DVR from any computer or mobile phone in the world, see recent home phone call list on your TV, search Yellowpage listings on your TV, and click to call from your remote. As a extra note, U-Verse internet customers also gain FREE access to AT&T's wifi network which includes all Starbuck's, McDonalds, Barnes & Noble, etc. (This was the choice i made and could not be more satisfied so far.)

Verizon Fios (Where Available) has up 100 HD channels on its 100% Fiber Optic Network. While not all IP based offers a service very similar to AT&T's U-Verse product with providing home phone, Internet, and Verizon Wireless service.

Insight offers 50-60 channels of HD and again combines home phone and internet.

So when it comes to TV and HD service you have a choice. So exercise your choice!

As far as the 30.0 service goes, if you want more then you have to pay for more. If are needing internet services that 20.0 cannot handle and $15 extra a month is too much money, then your not really doing anything that is so important you need 30.0 service.

I am curious to know if anyone will actually get 30.0 service (including those that actually pay for it.) Back when I used insight service for internet I rarely was able to get the 10.0 service I paid for. Usually was around 4-5 Mbps. When I called customer care I was told this was due to so many customers in the area being online at the same time. I have a few friends that have 20.0 service and they usually get 12.0 to 14.0, but have very rarely ever reported getting the full 20.0. I guess we will see how the 30.0 service comes out.

[Matt Arend]

I'm always happy with more HD channels, but I am concerned in a drop of quality in the picture I am seeing lately here in Northern Kentucky.

I used to be able to leave my TV in its "Just Scan" mode... which displays everything in the signal being sent to it without any processing at all. The pitcure was phenomenal. Super sharp.

Recently, Insight changed the signal, with a green bar down the left hand side and a clear box on the left that misaligns the pixels. I have to keep the TV in 16x9 mode now to get rid of those, which isn't nearly as sharp.

I'm also seeing more pixelization and just a general lack of sharpness in the picture lately. The picture on BluRay still looks flawless, so I know it is the cable signal, not my television.

Is there anything in the works to help bring back the picture quality?

[DM]

Jeff,

I don’t think it really matters whether or not the upgrade was supposed to focus on HD channels, rather HD channel additions is what Insight customers want to see. It is a disappointment regardless of how you look at the 5.0 upgrade.

I also advise people to vote with their wallet. I did when I left Insight for Dish Network (although I still use Insight for my internet service). But I feel lucky that I was able to go with another provider. The problem with choices is that the marketplace is actually very limited. U-Verse and Fios are in the building stages of their business. Some people cannot reliably receive a satellite signal. Is that the fault of the cable industry? No, it is not. But if you asked cable customers how much “real world” competition exists, there would be quite a few that would state that cable is their only option, for one reason or another. Ask those same people if they would switch from their cable provider if they could, and I bet many would say yes.

Matt Arend,

Picture quality was one of the reasons that I went with another provider. I seem to be mentioning this a lot lately, but MPEG-4 channel distribution is a great utility to decrease the bandwidth needed and, in turn, create the potential for better picture quality. Dish Network and DirecTV still compress their signals a bit, but since they have more room to work with, that compression is not as bad as it is with cable.

I think that you are confused about the “Just Scan” picture that you are receiving on your TV. My TV calls it “dot-by-dot” and it shows the entire picture that is being supplied to the receiver. However, the lines that you are seeing are probably in the signal being sent from the distributor and not anything done by Insight. Viewing in “16x9” mode is the correct way to view the picture, as any additional pixels outside of that area are not meant to be seen during the broadcast. If that is affecting the perceived sharpness or clarity of the image, you might want to have your TV set calibrated.

One more thought. Someone correct me if I am wrong, but wasn’t the 20.0 service priced at +$20 when it first became available? That $20 extra fee went down after about six months to $15 I believe, then down to the $10 level after a few more months. I think that $10 increases in service levels is the sweet spot, and I anticipate that Insight will lower the 30.0 price to that level within a year.

[Jeff]

"But if you asked cable customers how much “real world” competition exists, there would be quite a few that would state that cable is their only option, for one reason or another. Ask those same people if they would switch from their cable provider if they could, and I bet many would say yes."

So I am asking the viewers of this site:

Do you have other options for television service other than Insight?

If you did have the option to cut cable and go to another television provider, would you?

Thanks for posting your reply's:

[Ghpr57]

I agree with DM about a lot of Insight customers being "stuck" with Insight as their cable provider. I had Insight for over 10 years before I purchased my HDTV. When I upgraded to Insight's HD all my problems started. From having to pay $15.00/month for an antiquated Motorola DVR & Remote that never worked correctly, to the most limited line up of HD channels around. Unfortunately, the townhouse I lived in was surround by trees so I could not get a line of sight on either Dish or Directv satellites (and U-Verse was not here yet).
In June of this year I rented a house and the first thing I did was sign up for Dish. Now my picture quality is fantastic, even SD looks great, and the Dish DVR is a dream to use. Even my wife enjoys it. Yes, I don't have every HD channel I've ever wanted, but I have a lot more than I had with Insight. Pricing? Well, I'm paying about $10.00 more a month, but I have 5 Cinamax channels that I only pay a penny a year for because I have paperless billing(which Insight does not offer) and I pay by Auto-debit.
I still have Insight for my broadband internet, but I'm looking at maybe changing that to a different provider because between 3:00pm & 11:00pm, my broadband connection does slow way down.
Bottom line: My wife & I are very happy with Dish so the $10.00/month increase is worth every dime.
BTW: I'm not affiliated with Dish in any way. I'm just a disable person who is a pleased Dish subscriber.

[Jerry]

I currently live in an apartment where insight is my only option.

Dishes are not allowed and U-Verse is not available yet in my part of town. I do have plans to move (still staying in Louisville) in march. While their are several factors that are initiating this move, I refuse to move into a new location where I am stuck with Insight again.

[Ryan]

I as well have Dish for TV and Insight for internet. I must say I do not regret the switch to satellite. The quality of the HD picture runs circles of what Insight offers. The main reason for out switch was the increase of HD channels by Dish, much better DVR (more responsive, better guide, no guide ads, more room) and the price.

Now if Insight is for some reason your only choice, its not a horrible service. They have decent prices with some decent HD channels. But keep in mind it may not be your only choice.

[Richard]

Mr Wilner,

Quite frankly I am insulted buy your half-arsed responce to the remarks made. While you did explain better the all-digital part, you negleted our conserns.

Such as, inconsistancy between markets in therms of both HD selection, and Internet branding. Why should us in Columbus be forced to use 2 modems just to get both your phone and internet service, while outher markets need one.

[ARGO]

I have no reason to go Broadband 30.0 for only a 3 meg upload.

Just isn't worth it.

[Mark]

A couple of thoughts.

Up front, I no longer live inside Insight's footprint. Comcast took over Insight in my area in 2008. I am still sitting at a 10mb down, 1.5 up pipe that Insight gave me in 2006. The maximum pipe we can get from Comcast is a 15mb down, 2mb up pipe, and that is if you sign up for a business-class connection.

While Comcast did greatly expand my HD offerings, it came at a substantial price hike. I went from $90/month under Insight for 10mb Internet, HD, DVR and digital cable to $169/month with Comcast. They also dropped 10 analog cable channels, and moved them to digital only. Customer service also went through the floor, unless you were lucky enough to get a former Insight employee. The only way I got my price reduced was to drop my digital cable (except for HD), and tell them that I was switching to U-Verse, and delivering my Insight-branded cable equipment to Insight in Jeffersonville Indiana (3 hours south of me). That got my bill reduced back to what I was paying Insight. :-)

Bottom line: I wish I was lucky enough to be able to decide between Insight and Comcast, as someone else said they can do. My only non-Comcast options are U-Verse (18mb Internet max), Dish, and Direct TV. I would greatly give up some of my HD channels (I only watch 4-5 of them) in order to have a 20mb or 30mb Internet pipe, and some of the advanced digital features that you now have.

[Greg]

Matt Arend,

I also live in N. KY and have poor HD quality. I too get the pixelization or blockiness all the time. Often, my HD channels "freeze up" or go black. They even sent a couple of techs to my house to see if there was a problem with my connection, and of course they said there is not. Insight was supposed to call me back after the techs came out but they never did. I guess they don't care.

I have a nice Panasonic Plasma and of course Blu-ray looks amazing. I understand there is no way Insight's HD can look as good as Blu-ray. But each HD channel is hit or miss. Some channels (like ESPN) look pretty good. Other channels like HGTV or Food Network look like upscaled SD.

Too much compression? Wrong type of compression? I don't think Insight needs to be offering 30.0 internet when their HD channels look so bad.

[Anonymous]

I am interested in this Digital 5.0 update mainly for the long overdue DVR features. Like many of you, I work long hours and depend on my DVR to help me stay caught up on my favorite shows (I also rely heavily on Hulu), so when I get home from work tonight and press "My DVR" and hit the play button on the latest House episode only to find a MLB game was recorded instead, well you can imagine my frustration (second time within a week this has happened). If I tell my DVR to record all new episodes of House, it should record all new episodes of House. I should not have to do anything else. The user interface and programming options on the current DVR models have failed to keep up with the needs and wants of consumers.

In the past several months I have seriously considered purchasing a TiVo and still may; the TiVo HD series has a very attractive feature set and sadly is years if not a decade ahead of Insight's available DVR models.

Don't get me wrong, I'm not bashing here, I love Insight and in fact I work for them in the Louisville district. Just last year Insight was named top cable company of the year and is years ahead of other competitors in pricing compared to services offered. However, technology has spoiled many people, including me, now we just need our beloved cable provider to catch up.

-----------

To those of you complaining about your HD quality in Northern KY, it is your TV viewing mode and not the signal being delivered to your receiver. 16x9 is the resolution you are meant to be watching the broadcast in.

"Pixelation" is another problem entirely, especially if it involves pausing or skipping of your content delivery. This is more likely an issue in the line somewhere between the tap/hardline and your digital receiver or the digital receiver itself could be needing replaced.