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Official Comcast CableCard Thread!

Discussion in 'TiVo Series3 HDTV DVRs' started by amjustice, Sep 14, 2006.

  1. lpwcomp

    lpwcomp Active Member

    8,081
    2
    May 6, 2002
    John's...
    I have an SD digital box and two CableCARDed TiVos. About 6 months ago, they switched from charging me $3/mo for two CableCARDs to $17/mo(2 @ $8.50 each) for "Digital Service". They are crediting me $5/mo(2 x $2.50 "Customer Owned Equipment Credit")

    When I got my Premiere in Feb, I thought the FCC self-install mandate was already in effect, so I complained vigorously about not being able to self-install the CableCARD. I guess this prompted them to re-examine my account, and *boom*, change in charging.

    If you are not being charged for multiple digital access, keep a low profile.
     
  2. ghuido

    ghuido New Member

    311
    0
    May 8, 2007
    Ah ... the crazy Comcast Billing Merry Go Round continues ... sometimes I should just be happy it works and the S.O. is not upset b/c her Real Housewives did not record.
     
  3. davewalls

    davewalls New Member

    1
    0
    Jul 18, 2005
    In Philly, I'm getting billed by Crapcast for my 3 Cablecards (2 SS, 1MS) $9.25 each for the A/O.

    Is this typical, or is there a way to argue this? This doesn't sound right to me...
     
  4. danjw1

    danjw1 New Member

    293
    0
    Sep 13, 2005
    You should be getting the first CableCard for free. The others you can be billed for, as for the price should be $1.50. If you are not using any Comcast set top boxes, you should also be getting a credit on your bill for that. References:

    http://customer.comcast.com/Pages/FAQViewer.aspx?Guid=5993d5c8-c8a4-44f7-96f4-def06cced0db

    http://www.comcast.com/equipmentpolicy/

    Do you have a Series 3? That is the only reason to have 2 S-Cards, instead of 1 M-card. The only charge you should see for a FIRST CableCard in a device is an "outlet" fee for that device. The outlet fee should not be charged for the first device. Also, make sure they credit your account for any past over billing.
     
  5. slowbiscuit

    slowbiscuit FUBAR

    3,506
    19
    Sep 19, 2006
    In the ATL
    No, $1.50 is NOT the normal price for additional cards. The normal price is the A/O fee, minus the new card credit (around $6 to $6.50 net).

    Those areas that are charging $1.50 for extra cards are incorrectly applying the 'Tivo extra card in same outlet' fee to them if they are truly extra outlets (i.e. not second card in same box). Great for those areas, but definitely not the standard for most.

    Dave if you have two single stream cards, you should only get charged $1.50 for the second one assuming it's in an S3. I would call and get that corrected. For the M-card, you'll get hit with the A/O fee.
     
  6. tmesser

    tmesser New Member

    121
    0
    Apr 12, 2003
    Naperville, IL
    I just got my latest bill and the Customer Owned Equipment credit of $2.50 per CableCARD has disappeared. Naturally, I called Comcast and the person who answered doesn't know anything about their Customer Owned Equipment Policy.

    God, I hate this company.

    ETA: The rep called me back and said she was giving me TWO $2.50 credits, even though I have THREE cards (2 in TiVos, 1 in a TV) and I was previously getting THREE credits. "Well, we're only charging you for the two CableCARDs" - which really means that I'm only getting charged for two additional outlets. I said "that's because the first card is included in the first digital outlet." She grudgingly gave me the third credit.

    I really hope this is a one-time billing error and that I don't have to go through this BS again next month.
     
  7. hybucket

    hybucket Member

    557
    6
    Nov 26, 2004
    I foolishly called Comcast yesterday to complain about a $4 increase in my bill for no apparent reason (the CSR eventually removed the charge), but somehow got into a discussion with the CSR about cable cards and HD. Amazingly, I controlled myself while dealing with this really nice lady in Chelmsford, MA, who knew ABSOLUTELY NOTHING about Comcast pricing. She INSISTED that, in order for me to get HD on another outlet in my home, there was an extra $8.95 charge for a technician to go to the pole and BRING in a special cable to allow HD to get to my TV!!!! When I explained to her that I had an existing cable connection plugged into my HDTV and was ALREADY getting an HD signal from all the local stations FROM THE CABLE, she told me that just wasn't possible. That's when I said, "Thanks for your time---bye now."
     
  8. drhankz

    drhankz New Member

    306
    0
    Jan 14, 2008
    Salem NH
    SOMEBODY that bad would have me writing a serious letter to Comcast Management. Of course who is to blame?

    Comcast for hiring someone like that?
    or
    Comcast for not training them?
     
  9. hybucket

    hybucket Member

    557
    6
    Nov 26, 2004
    As I mentioned, she was really very nice...just COMPLETELY oblivious. If it had been a big issue, I would have asked for either a supervisor, or for customer retention. I started going into why they were charging me for a cable card that they are NOT supposed to charge for, but she gave me the spiel that others have given me, so I didn't persue it when I realized she was brain dead.
    A friendly CSR at Comcast once told me they train for up to three months before they are even allowed near a phone. If you've taken a look at a Comcast bill recently, you know that it would take a Philadelphia lawyer to figure it all out, and even they'd have a problem with it. Even the most experienced CSRs usually have to ask someone if you give them a question that's beyond them (like, most of them!). Comcast seems to think that the majority of their customers are complete idiots when it comes to tekkie stuff, and I'm sure that most callers that she gives that "technician on a pole" talk to, would believe it.
     
  10. danjw1

    danjw1 New Member

    293
    0
    Sep 13, 2005
    My experience is that you should be fine, as long as you don't make any more changes to your account. Once they get it right, it stays right, at least until another change comes along.
     
  11. danjw1

    danjw1 New Member

    293
    0
    Sep 13, 2005
    That is who is to blame and why they should be blamed. Comcast doesn't do proper training for their CSRs. They also contract out installs to companies that don't know what they heck they are doing when it comes to CableCards.
     
  12. a68oliver

    a68oliver Member

    431
    0
    Jul 15, 2000
    Crawfordsvil...
    I wish I could agree with you, but I can't. In my market, I got billing errors corrected a couple of different times and then a month or two later, the error would resurface.

    I was told an auditing computer would flag my account and send it off to a rep to examine. The rep would rubber stamp the correction suggested by the computer. So then I was back with an incorrect bill.

    YMMV
     
  13. hybucket

    hybucket Member

    557
    6
    Nov 26, 2004
    What amazes me about Comcast and its CSRs and pricing is that the stories are so different from consumers and by market as well. You'd think, as someone said way at the beginning of this thread, that, by now, they'd have this cable card/HD thing all figured out by now, but it seems to vary so much depending on what CSR you talk to. And because, in most markets, Comcast is pretty much a monopoly, they've gotten away with it for years with no signs of it getting any better. Even contacts with their Customer Retention department are a joke, because they all know that there is no where else for the customer to turn. It is, in most cases, a losing fight. There - I've ranted and I feel better...kinda.
     
  14. danjw1

    danjw1 New Member

    293
    0
    Sep 13, 2005
    One of the issues is that they have all different rules they must follow in different areas. I am certainly not apologizing for them, they need to train their staff better. But, they don't have boiler plate agreements they get with different municipalities to provide their services, they are all a little different. So, two people in two cities that are near each other, may well have different fees. That said if they had a better billing system, it wouldn't be as big a deal. The billing system should kick out any human errors. Just let it know the rules by address ranges. But, since the billing system seems to tend to give Comcast fees that they aren't supposed to get, I don't think they have any intention of upgrading it.
     
  15. MC Hammer

    MC Hammer New Member

    177
    0
    Jul 28, 2011
    Comcast actually uses two of the best billing systems available. It all boils down to CSR error or ineptitude and there's nothing you can do to fix that.
     
  16. a68oliver

    a68oliver Member

    431
    0
    Jul 15, 2000
    Crawfordsvil...
    I have a friend who is a former Comcast emplyee. He was telling me that he was looking over a CSR's shoulder and noting that there are two different databases for billing and something else (don't remember what the second one was for, probably equipment and/or authorizations), and the fields don't always match. So there is no corresponding field in the other database. This must lead to some major errors when the CSR tries to fix things.
     
  17. MC Hammer

    MC Hammer New Member

    177
    0
    Jul 28, 2011
    Partially, correct. Each customer is only in one billing system based on regional market location. However, there is a secondary system that the customer is in (think of this one as an "equipment database") and, you're correct, they values from one system to the other don't always match up.
     
  18. tmesser

    tmesser New Member

    121
    0
    Apr 12, 2003
    Naperville, IL
    Has anyone else noticed that Comcast's CableCARD FAQs still say that a tech is required for installation?

    Should I be complaining to the FCC about this?
     
  19. a68oliver

    a68oliver Member

    431
    0
    Jul 15, 2000
    Crawfordsvil...
    I noticed that the Comcast How Much Will I Be Charged to Use a Cablecard FAQ has also been rewritten. It now says the charge for a 2nd card on the same outlet is $1.50.

    I have always been charged $1.99 for my 2nd card in my S3 OLED. As of 9/1, I was still being charged $1.99 and not the new $1.50. Perhaps my October bill will have a new charge.

    http://customer.comcast.com/Pages/F...5c8-c8a4-44f7-96f4-def06cced0db&fss=cablecard
     
  20. lpwcomp

    lpwcomp Active Member

    8,081
    2
    May 6, 2002
    John's...
    I noticed this too. I sent them feedback about it.

    Want a laugh? Look at bullets 2 and 4 on this page.
     

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