Annoying Comcast support (copy protection set)

[zimrules1]

I'm expereincing one of those customer support nightmares. The kind where I get ping ponged all over the place by different support, hung up on, and ignored.

Here's the situration.

About 2 weeks ago, I noticed the wonderful techs at Comcast set the CCI byte on all NHL Center Ice channels here in Forsyth Co Ga to the dreaded 0x03 (delete after 90 mins).

After reading up on the 0x03 issue in the forums, it was time for action.

I promptly called Comcast, and got the typical "must be a TiVo thing". I calmly explained to the guy it wasn't, and he needed to send out a truck. At least a semi-technical person could come to the house to see what I'm talking about. The techie arrived 2 days later, looked at the situation and agreed it must be their issue. Since it was a Saturday - he let me know he will run it through engineering on Monday. (Apparently, if something breaks over the weekend, they have no head end engineering support???)

Tonight, after a week of waiting, and many games being automatically deleted due to this, I called Comcast back. The guy there did nothing to help. I asked nicely to be escalated to a senior techie - and after 5 seconds, a different guy (most likely from the cube next door) came in and told me this is a tivo thing and they can't help me.

Still frustrated, and aware I was being jerked around, I politely asked to be escalated again, and was magically hung up on.

So after reading Tivo was able to successfully step in on behalf of some customers http://www.tivocommunity.com/tivo-vb/showthread.php?t=387639&highlight=cmshep222 I tried calling Tivo support. The guy there tried to help me, but let me know it's not Tivo's business to get in the middle of customer disputes. He gave me a case number. He let me know they would be available to join in on a conference call to assist, but could do no more.

I figured I'd call comcast back and see if I could get a case number on their side, so I could at least make sure they were following through. I started to explain my situation (yet again because apparently they have no record of my call couple weeks back, the truck roll, and my call earlier this evening). Once I asked that I get a case number to track my issue, the nice gentleman there mumbled something into the phone and hung up on me.

What the heck? How can I get this resolved? Can anyone here help out?

I'm at my wits end with this.

[moyekj]

I believe that for VOD and PPV events CCI=0x03 is allowed. Doesn't NHL Center Ice fall under PPV category?
I understand your frustration. What really irks me is that if you use cable company DVR to record the program it does not suffer the same 90 min restriction so seems like another situation where Tivo is "following the rules" (DFAST I believe) from which cable company seems to be exempt.

[zimrules1]

Nope, NHL Center Ice is a pay subscription a-la HBO. There is no option to PPV purchase.

[zimrules1]

OK - I'm still getting the run around. I am planning on canceling the service, since this no longer fits my needs.

However, I should note, Comcast's DVR is able to record NHL Center ice, while Tivo is not allowed to..


I'm sure Tivo's legal department may be interested in this. Seems like a clear cut case of unfair business practices. (blocking tivo but allowing their own).

Nice. :mad::mad::mad::mad:

[sinanju]

Have you discussed this with your local franchise authority?

[lrhorer]

Before you speak with someone again, get the contact information of the local General Manager. At the very least, his name and the business address of the management office will be available, and in some cases even a business e-mail may be available. Then look up the address of the regional FCC office. It's also a really good idea to look up the regulation number of the FCC ruling covering copy protection bytes. Have all this information at hand when you call.

Then when you speak with someone, get their name and employee number, and the name of their supervisor and write them down right out of the gate. Let them know you are also recording the date and time. Be very cordial, but make it clear you are documenting every last detail. Point out to them the FCC can levy huge fines for CATV providers who improperly set the copy protection bytes. Quote the regulation number, if you have it. Be very pointed about the fact you have their name and employee number written down, and that if the line is disconnected again, you will assume you have been hung up on. Give them your phone number, and do not allow them to transfer you to someone else unless they remain on the line to confirm the call will not be dropped. Tell them if the line is dropped, you expect them to call back within 2 minutes, or you will write a letter to the GM (give the name and address and e-mail if it is available) telling him one of his employees (use their name to remind them you have it) hung up on you for no reason whatsoever. Since they can be fired for this, I can just about assure you any inclination they may have had to just blow you off will evaporate like a drop of water on an exhaust manifold. If they do wind up transferring you, then go through the entire spiel again. Don't make it an idle threat, either. If you get disconnected, send that letter to the GM, with an accurate transcript of the conversation attached, and demand the individual be fired.

If they try to give you the bum's rush about it being a "TiVo issue", go ballistic. Do not use foul language, but make it perfectly clear you have the FCC regs in hand and you know perfectly well the copy protection byte has nothing to do with the TiVo per se, and that if they do not take immediate action, the FCC and the GM are going to be receiving a letter prominently naming the employee and their manager in the letter, requesting fines be levied. Afterward, even if they do resolve the issue, do send a letter to the GM expressing your displeasure at the low level of competence of the individual invoved and their lack of a desire to alleviate the issue.

Above all, don't just make idle threats. Make it perfectly obvious by your tone and attitude that you are absolutely serious and will absolutely follow through if they do not resolve the issue. Since it is likely they will need to forward information to the engineering department, get the name and if possible number of the engineering manager. The next day, call the support line back and ask to speak with the very same rep. Demand a status of your ticket. If you have the number of the engineer, then call them as well. Never let more than a day pass without annoying them as much as you possibly can until the situation is resolved. If it takes more than 4 days, send that letter to the GM and the FCC. Again, attach transcripts and name names and dates explicitly.

Oh, and sinanju is right. You should contact the local franchise authority, as well.

[zimrules1]

Well, I already contacted the following:

Comcast support
Comcast executive help line (supposedly helpful in these issues, not in this case)
Tivo support
FCC (filed an online complaint 12/4 have not heard back yet)
NHL - emailed their HQ in NYC - have not heard back.

Comcast is sticking to the story that they have the right to set the flags as they are setting them. They state their equipment is behaving as expected (NHL Center ice should be recordable via their DVR). They also stated they are acting on behalf of the copyright holders, protecting content as they see fit. (note - "as they see fit" does not constitute "the NHL legal dept ordered and sanctioned this").

Tivo, of course, cannot do anything, although I would think their lawyers would be interested in this - since as I alluded to before, this seems like a clear case of antitrust laws being broken.

The NHL has not commented. I doubt they would approve of this practice, since hockey fans are pretty die-hard. I would also hope they are desperate to keep the fans they have happy.

I'm pretty sure the local authority will have no idea what the heck all this CCI bit mumbo-jumbo is so they'll probably stay out of it.

Unless the NHL steps up to the plate and demands Comcast stop this, I really have no hope for the situation to change.

edit -

per the suggestion of getting employee numbers and names - that is the FIRST thing I tried. The Comcast robots mumbled into the phone and promptly hung up on me. Same happened whenever I asked to be bumped to the next level up in support. No swearing, no yelling, and that kind of "service". In times like these - they should fire that whole front line of disgraceful company "representatives".