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Comcast charging for OnDemand?

Discussion in 'TiVo Roamio DVRs' started by khomel, Jun 3, 2014.

  1. khomel

    khomel New Member

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    Mar 19, 2011
    Based on a previous post, I sent some messages and tweeted about the issues I'm having, and I received an email back (originally from a tweet to @comcastcares) from Executive Customer Relations today. So it's happening! Just took a different road to get here. I'll post when it's resolved with hopefully some help for anyone else who is going through this problem.
     
  2. lpwcomp

    lpwcomp Well-Known Member

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    May 6, 2002
    John's...
    The rates are unregulated. What they can charge for is still regulated to some extent. In particular, they cannot charge you more to use your own equipment in lieu of theirs and must in fact give you a credit for doing so. There is a formula they are supposed to use to determine the amount of the credit.

    They are also supposed to be clear about what the charges will be but we all know that is not true and the FCC just accepts the cable cos word for it that they are.
     
  3. chiguy50

    chiguy50 Active Member

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    Nov 9, 2009
    Atlanta, GA
    Nope, not even in this case would a $9.95 charge for OD be justified. By dint of renting the CableCARD device for use in his own equipment, the customer obtains direct access to Comcast's OD service on the TiVo. No monthly charge applies to this service regardless of whether his subscription includes a digital STB.

    That is the best avenue to pursue if you are having an unresolved issue with regular CS reps. Please do let us know how you fare.
     
  4. khomel

    khomel New Member

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    Mar 19, 2011
    I just got off the phone with the service rep. He explained to me that my premier triple play package has a DVR as the primary device, and because of that they aren't able to add the billing code for the cable card without the additional charge. So, he said he would put together a package that would allow the cable card as the primary device so that there would be no charge for the service while keeping the channels, internet tier, and phone intact.

    A while back I did talk to a rep who understood why this was happening and tried to change my account so the cable card was the primary device, but he was unsuccessful.

    More to come...
     
  5. kbmb

    kbmb Well-Known Member

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    Jun 22, 2004
    NH
    Exactly what I ran into. Once I wanted to remove the DVR, by their billing system it wasn't really the Triple Play bundle. That's when retention got involved and they finally figured out how to do it.

    The other benefit of retention is they gave me a great 24 month lock in rate.

    -Kevin
     
  6. khomel

    khomel New Member

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    Mar 19, 2011
    Final update:

    I just got off the phone with the CSR. He said that in order to make this happen, he needed to lower my package down to a triple play plus (or something like that...lower tier than the triple play premier) so that he could have the cable card be the main device on the account.

    The first thing he asked me is about the channels I watch. I gave him a list, and he asked if I was ok with losing the sports channels. I don't care about them, so they are now removed, but I have all of the other channels. I'm sure this will be custom for whoever has this issue in the future. So that got me to the lower tier.

    Once that was in place, he added back in a couple more premium channels (HBO and Starz come with this tier, he added back in Showtime and Cinemax for $2 for 24 months).

    Finally, he added in the tivo code, which he says is in the system as "TivoPremier".

    After he switched everything around I tested it out while still on the phone with him and everything was working beautifully. No waiting 45 minutes, no nothing. Just works.

    If you are having this issue and need to get in touch with the executive service team, here is the email addresses to use:

    comcastcares_support@comcast.com

    That will get you in touch with someone, and they will get back to you within a day or so. At least, they did for me.

    After all of the frustration it turned out to be so simple...the Comcast staff just doesn't know yet that cable cards can access ondemand. Well, they know, but most of them don't remember because it's fairly uncommon.

    To boot, my bill is now cheaper than it was. So that's a bonus.
     
  7. kbmb

    kbmb Well-Known Member

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    Jun 22, 2004
    NH
    Glad you got it resolved. For anyone who would be concerned about losing the sports package....I can confirm that Comcast was able to keep me in Triple Play Premier, and remove the DVR from the account. I didn't want to lost the sports package and the initial rep I talked to said it wasn't possible, but retentions was able to do it (and I also got locked into the $159 rate for 2 years).

    -KEvin
     
  8. khomel

    khomel New Member

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    Mar 19, 2011
    Interesting. This is good to know as well. I'm sure if I said no he would have come up with another way, but honestly I only watch about 2 dozen channels out of the 8 billion they have (maybe a dozen on a semi-regular basis), so losing channels was not a huge deal for me.

    At least they figured it out! Thanks to all of you guys for the advice and support.
     
  9. tmesser

    tmesser Member

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    Apr 12, 2003
    Naperville, IL
    I went for years without the HD Technology Fee on my account, then it got added when I had one of their HD boxes for a while only to use for On Demand. Then I dumped the box once On Demand came to TiVo, but I still have this stupid HD Tech fee. I have seen so many reports of people being told by a CSR "this code authorizes HD, so if I remove it, you'll lose your HD channels."

    Is there some magic dance I can do to make this fee disappear? Should I tweet at the Comcast Cares people? I really do not want to go through CSR telephone hell for this, or worse, stand in line for an hour at my local office.
     
  10. lpwcomp

    lpwcomp Well-Known Member

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    May 6, 2002
    John's...
    It's a lie. They have no way to remove just the HD channels.

    Tell them to remove the code and credit your account for the charges you incurred after you returned their box. If they refuse, file a complaint with the FCC. FCC regulations require that a CableCARD equipped device "Receive all “linear” channels ... in your subscription package".
     
  11. khomel

    khomel New Member

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    Mar 19, 2011
    Send that tweet and they will get you to someone who can help. Or just send an email to comcastcares_support@comcast.com. It's the only thing that worked for me, and it was painless once I was on the phone with the executive CSR. It took about a day or two for the call, but it's worth it.
     

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