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I believe a Comcast rep lied regarding Cable Card Self Installation please help

Discussion in 'TiVo Coffee House - TiVo Discussion' started by Bigpapa7272, Jun 13, 2013.

  1. Bigpapa7272

    Bigpapa7272 New Member

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    Jun 7, 2013
    Getting a tivo premiere 4 xl tommorrow and Just talked to comcast rep in online chat about getting a cable card and he tried to tell me there is no self install and that a tech must install for $21.75 Is that correct? Since comcast in my area allows self installs of set top boxes and cable modems wouldnt that mean that they have to offer a self install of cable card under FCC?

    I really dont want to spend $22.00 bucks on something that a chimp could do
     
  2. wmcbrine

    wmcbrine Ziphead

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    Aug 2, 2003
  3. slowbiscuit

    slowbiscuit FUBAR

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    Completely incorrect and chat reps are often clueless. Go to your nearest Comcast gulag (i.e., store) and wait in line to pick one up.
     
  4. AMike

    AMike Member

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    Oct 22, 2004
    Metro Atlanta
    And just to play it safe, you may want to pick up 2 cards while you are there in case the first one fails. The line at the DMVcast office will likely be long and slow.
     
  5. stujac

    stujac Member

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    Well, guys, I beg to differ. It depends on the Comcast office. My local office still does a truck roll and always has.
     
  6. jakerock

    jakerock Hey ho howdy! TCF Club

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    Lee, NH
    They are legally required to allow self install at this point. So either it has changed since the last time you got a card or your local office is also not following FCC rules.
     
  7. jrtroo

    jrtroo User

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    You are begging about the wrong thing. Of course they will perform a truck roll at your expense, why not. However, they MUST allow a self install.

    Read on:
    http://www.fcc.gov/guides/cablecard-know-your-rights
     
  8. cheerdude

    cheerdude Reed & Juliet's CPA

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    Las Vegas, NV
    When I did mine - i picked up the cards from a Comcast office. They gave me a small card that had phone numbers for support; one of which was for Cable Cards.
     
  9. lpwcomp

    lpwcomp Active Member

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    May 6, 2002
    John's...
    They are not only required to allow self installs, they are required to inform you of that option.
     
  10. stujac

    stujac Member

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    Ok-I give. I had a big fight with them on my last cc but that was 18 months ago. Sorry. I'm this close to switching to Fios anyway. What's their policy?
     
  11. wmcbrine

    wmcbrine Ziphead

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    Aug 2, 2003
    It's the law, not policy. It was already the law 18 months ago.

    Anyway, last time I did it, Fios was easy. I picked up a card at the Fios store (finding this was the hard part -- Verizon has an office a block from my house, but you can't do it there), and activated it online.
     
  12. AMike

    AMike Member

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    Oct 22, 2004
    Metro Atlanta
    I had a unique situation here. I basically installed everything here myself without a truck roll. I picked up the necessary cc's from the office. They gave me zero resistance and provided me the direct number to the cable card activation department. This process has been fairly seemless.
     
  13. NorthAlabama

    NorthAlabama tabasco rules

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    sweet home, al
    same here, no exceptions.

    i know you're both right in theory, but what can a new cable card customer who wants service do in the moment to change their minds? quoting fcc regs to customer service reps, supervisors, or installers will get you nowhere. they are following rules issued by their bosses.

    if they refuse to allow a self install, that's the end of discussion. if you want the service, all you can do is report the situation after the installer leaves (which is what i did).
     
  14. moedaman

    moedaman New Member

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    Aug 21, 2012
    Well of course a new customer needs a truck roll and can't do a self-install. You're going to be allowed to connect a cable from the pole to the house and have the service turned on. But for people who already have service, they are required to allow a cc self-install. What a new customer should do is have them install with a stb, then go to the cable store and return the stb and pick up a cc.
     
  15. lpwcomp

    lpwcomp Active Member

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    John's...
    Nonsense. They do not need access to the inside of your domicile to attach the cable. If someone does it your way, they are still going to be charged for the installation of the STB.
     
  16. NorthAlabama

    NorthAlabama tabasco rules

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    sweet home, al
    excuse my earlier, confusing post. i was a new cable card customer, not a new comcast cusotmer - i already had an account and basic digital service. they refused to add the cable card without a truck roll, period. i visited the local office, and spoke to supervisors, emailed corporate, and called tivo. afterwards, i submitted a complaint to the fcc.

    even after all this, it took comcast a week and two truck rolls to correctly provision my account to receive all my channels. the installers just stood in my living room, watching my tv, while talking to dispatch on the phone until all the channels eventually came through. they never had to lift a finger, as i had already installed the equipment (and the card once they brought it).
     
  17. slowbiscuit

    slowbiscuit FUBAR

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    When did you do it? The mandatory card self-install rule for Comcast and other MSOs that allowed STB self-installs went into effect in August 2011.

    If you didn't call corporate and tell them the local was not in compliance, you missed out - the corporate reps can and will get the local straight and/or refund your truck roll cost. Emailing them is not calling, I've always gotten a call back from corporate when I called them first.
     
  18. slowbiscuit

    slowbiscuit FUBAR

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    Sep 19, 2006
    In the ATL
    Wrong, they let people do them all the time with either boxes or cards.
     
  19. NorthAlabama

    NorthAlabama tabasco rules

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    Apr 19, 2012
    sweet home, al
    april 2012 (my tcf join date). corporate did call me, and i explained my expectations for the self install, and how my reasonings were based on the fcc ruling (both in email and phone call). i was very calm, patient, and extremely polite through the entire process.

    corporate continued to follow up until the service was working. they refunded both truck rolls, and credited a week's service without my new channels. it was still a much bigger hassel than research before the install had led me to belive.
     
  20. Bigpapa7272

    Bigpapa7272 New Member

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    Jun 7, 2013
    Thanks for all the replys

    I'm going to hit the comcast office at open and ill let you know what happens
     

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