Comcast install question - $17.95 + $13.95?

[markp99]

I called Comcast this morning to schedule an install for my new S3 arriving today.

The CSR claimed I need to pay $17.95 for the first card install and then $13.95 for the second. WTF? She did claim the first card was free, and $2.75 for the second, which is different than the last time I checked (2 x $2.75).

I explained this was not TWO separate installs, but a single S3 TiVo install.

I argued politely with the CSR but she would not concede (not on her script, I guess). I decided to cancel my order and play CSR roulette hoping to get a more knowledgeable rep next time.

Before I push the issue with them. Can I confirm that Comcast should only be charging for a SINGLE $17.95 install for the S3??


Thanks,

Mark

[oldnacl]

Interesting - I ordered a Tivo S3. When I called Comcast initially to inquire on the cost for the 2 CCs plus install they quoted me $1.75 per card plus $30.00 to install. Then I called again and scheduled an install for next weekend, when I got shipping confirmation. This time the rep I spoke to said it would be $5.00 to install the CCs and to just pay the tech. I guess I'll just see what happens on Saturday.

[bizzy]

two cablecard plus free hd stb for on demand stuff
3/8/2007; san francisco ca

Installation charge: $27.99
Installation credit: -$27.99
Advanced STB Installation $19.99

(the STB install charge was an error, and a CSR credited me for it)

For new customers, the entire install (2 cablecards and a STB) should be free.

Amusingly, I don't see *any* charges for my cablecards on the first bill. When I ordered, the CSR said that the second one would cost $1.50/month.

[pl1]

Before I push the issue with them. Can I confirm that Comcast should only be charging for a SINGLE $17.95 install for the S3??It is futile to try and tell you what the rates are for Comcast. It appears that the rates are all over the place. What you should and can do is get your price menu. It is usually included with your bill annually. If you can't find it, they should have a copy at your local office.

Having said that, to answer your question, from what I've read and from my own experience, they are treating the two cards as two outlets, even though they are on the same device. That goes for the monthly fee and for the installation. Some people get the fees waived after arguing the point. I paid roughly $50 to have two cableCARDs installed.

Here are the monthly rates where I live. The first device (STB or cableCARD) is included in the monthly fee. The second, third, fourth device or cable card is an A/O.

-------------Old rate---------------New rate
cableCARD $0.00-----------------$1.50/mo
A/O--------- $2.75-----------------$3.15/mo

They are still charging me the old rates as of my most recent billing. So, with NO STB and (2) TWO cableCARDs, I pay $2.75 per month.

[davecramer74]

you should only be paying for them to come out once. When i had my stuff installed, they didnt charge me for every box i had installed. Thats essentially what they are saying, which doesnt seem right. Ask them if you ordered 2 hd dvr's from them, are you going to be charged twice for them to come out and hook them up or just once?

The last thing id ask is if you have tried just going to your local office and picking up the cable cards. I know if you go pick up boxes directly from the local office, it doesnt cost you a dime to have them activated.

[bizzy]

It is futile to try and tell you what the rates are for Comcast. It appears that the rates are all over the place. What you should and can do is get your price menu. It is usually included with your bill annually. If you can't find it, they should have a copy at your local office.

Having said that, to answer your question, from what I've read and from my own experience, they are treating the two cards as two outlets, even though they are on the same device. That goes for the monthly fee and for the installation. Some people get the fees waived after arguing the point. I paid roughly $50 to have two cableCARDs installed.


While they do seem to have different rates across regions, probably due to franchising negotiation being per city/town/neighborhood/block/phase of moon; they do have some general policies that can be applied accross the board.

One thing which is counter-intuitive to many folks here when dealing with CSRs is the need to explicitly state you're using a Tivo Series 3. They seem to have billing/provisioning packages and support scripts set up just for the Series 3; and once they can use them, the process is a lot more painless.

I was also in 'additional outlet' hell until I let them know that I had a Series 3; at which point they gave me no more problems- even sending me a free HD STB so I could get the On Demand stuff. (That took a little bit of pushing, actually- but they do have a page on their site saying it's free (http://www.comcast.com/customers/faq/FaqDetails.ashx?ID=2540) )

[markp99]

The latest CSR said they would charge $17.95 for the install, but change me 2 x $2.75 for the cards because I am going to keep my digital STB. I have 2 STB's in the house, maybe I'll trade-in the HD STB and see what happens to my bill; I don't really need this box with the S3. I can do ONDemand with the 2nd non-HD STB.

I guess I would have been better off in the long run with the first CSR's response, though I suspect the final word will be next month's bill, regardless of what either CSR said on the phone./

[pl1]

The latest CSR said they would charge $17.95 for the install, but change me 2 x $2.75 for the cards because I am going to keep my digital STB. I have 2 STB's in the house, maybe I'll trade-in the HD STB and see what happens to my bill; I don't really need this box with the S3. I can do ONDemand with the 2nd non-HD STB.

I guess I would have been better off in the long run with the first CSR's response, though I suspect the final word will be next month's bill, regardless of what either CSR said on the phone./Exactly. If you have ANY STB's, you will be charged for 2 A/O's @ $2.75/mo. (That's how I was charged until I returned my STB. They then credited me $10/mo for the box and $2.75/mo for the A/O.) But, what their price list says is that you will be charged 2 A/O's at $3.15 plus 2 cableCARDs at $1.50 ea. They just have not updated the prices yet on our bills.

[pl1]

While they do seem to have different rates across regions, probably due to franchising negotiation being per city/town/neighborhood/block/phase of moon; they do have some general policies that can be applied accross the board.<snip>I was also in 'additional outlet' hell until I let them know that I had a Series 3; at which point they gave me no more problems- even sending me a free HD STB so I could get the On Demand stuff. (That took a little bit of pushing, actually- but they do have a page on their site saying it's free (http://www.comcast.com/customers/faq/FaqDetails.ashx?ID=2540) )Believe me, I spoke with numerous CSR's and my blood pressure rose on several occasions since they all gave me different answers, NONE of which was the same as the actual bill I received. It turns out I was MUCH better off reading the insert myself rather than try to get quotes on the phone.

For us, they DO charge for the STB and they DO charge for an A/O. If you take off the charge, you lose the service to the cableCARD. Once I returned my STB, I got a credit for the box and a credit for the A/O.It is all spelled out in their price list included with the bill. And, as I said, each area is different, so YMMV.

[jtkohl]

The CSR claimed I need to pay $17.95 for the first card install and then $13.95 for the second. WTF? She did claim the first card was free, and $2.75 for the second, which is different than the last time I checked (2 x $2.75).

That matches my experience in Arlington, MA: two install charges (one less than the other), plus first CC free, second 2.75/mo.
At least Comcast New England seems to be consistent on this price structure.

[pkscout]

You should feel lucky. Cox in Las Vegas charges $40 per card.

[pl1]

You should feel lucky. Cox in Las Vegas charges $40 per card.One time, though, right?

Edit: Do you mean $40 for the install per card or to buy the card?

[Gregor]

Strangley enough, Comcast did not charge me for the original S3 install, the re-initialization once I got a second warranty return S3, nor do they charge me for the cards.

Is this stealing?

[oldnacl]

One thing which is counter-intuitive to many folks here when dealing with CSRs is the need to explicitly state you're using a Tivo Series 3. They seem to have billing/provisioning packages and support scripts set up just for the Series 3; and once they can use them, the process is a lot more painless.

I was also in 'additional outlet' hell until I let them know that I had a Series 3; at which point they gave me no more problems- even sending me a free HD STB so I could get the On Demand stuff. (That took a little bit of pushing, actually- but they do have a page on their site saying it's free (http://www.comcast.com/customers/faq/FaqDetails.ashx?ID=2540) )
I haven't reached the "painless" point yet, but I did just print the website FAQ that says thet'll provide a cable box to get paid for subscribed function. Wish me luck on my visit to the cable office!

[ewilts]

I was charged about $15-20 (can't remember) for the initial install for 2 cards - for a weekend truck roll, this is an extremely low price. I fought for about 3-4 months to get the correct charging for the monthly CableCARD rental but now it's free for the first card (included in Digital Classic) plus $1.50 for the 2nd card.


.../Ed

[toolkit]

I was charged 17.95 for the truck roll (one time fee). First card is free each month. Second card (in same device, in this case my TiVo S3) cost $1.50 per month. No additional outlet charge.

I returned the cable box when they installed the cards.

[Stanley Rohner]

Sounds like a typical cable company screw job to me.