Here goes a long update. I'm somewhat upset as I type this so Ill leave many of the details out.
I waited one week for the original installer. I never got a channel map, a cable card, a cable box or even a call. Later I find out from an Astound employee that many of the installers in my area were contractors from LA?! Since it was a sudden addition of about 900 customers they couldn't handle the load and brought in outsiders.
I called support and told them the story. The person was very apologetic and scheduled a tech for 1pm-5pm on Thursday the 14th.
The installer arrives at 5
Not exactly late but I feel like I left work early for nothing. He brought two M cards in case I had an S3. We install the card and he says to continue. According to him and his supervisor the cards should be already set up? How can it be paired if they dont have my Tivo id? It doesnt work and cant get any channels. He calls someone... who isnt at the office so we have to wait for this guy to drive in from home to "hit" the card. It takes quite a while and finally I am able to at least see some channels. I assume all is good and let him leave.
Unfortunately later that night I realize I am not receiving channels 2-94 digitally. I can see Discovery HD theater (part of an HD pack I pay for) so I assume the card is at least partially working properly. I call support and they hit my card... then I lose all the extra HD channels. Now I only have 2-94 analog and the HD versions of my locals. A tech visit is scheduled for Saturday from 1-5.
The next day I have and idea that adding a few premium channels to my account would make them go through the setup again and possibly fix my issue. I call the tech support line and by chance the manager is filling in. She is very nice and confirms that in fact I should recieve 2-94 digital and supposedly adds my bronze pack. She says I should call her back on Saturday if I have any trouble.
Important Side Note: She asks me if I would pay extra for the Tivo interface. Im confused so I get her to clarify. Long story short Astound had a meeting Saturday Feb 16 where the managers would decide if they would pay for the Tivo interface on the Motorola boxes! I tell her "Sure I'd try it out if I had not already payed 600+ for my tivo" . I then tell her that the Tivo Community Forum has a special section for the "Comcast" Motorola Tivo. She is excited to see what real users say about the box and promises to use that information (good or bad) to influence the decision!
I wait and yet again the tech arrives at 5
I tell him that I lost the channels and that I have the direct number for Tivo Cable Card support if he needs. He tells me its not a Tivo problem and that it got messed up by someone when I call in.
A "vigorous" discussion ensues between myself, the installer, his supervisor, someone at the main office and someone from the Astound tech support line. It's basically me and the Astound tech support guy vs the other three. The story of the supervisor is basically that you need a cable box to get digital channels 2-94?! The tech says "all our new cable boxes use the same cable cards and they get digital signals so is should be working"
The supervisor also says "Since I am a new customer I cannot get any deals added to my account" !!! WHAT?! For one my service has never worked properly so I should still be a new customer and for two the bronze pack I am trying to add is supposedly available to everyone. grr
It ends with the tech support guy getting hung up on and I tell the installer its okay if he leaves since there is nothing on my end he can do. I feel bad for the installer because he is trying his best to do the right thing and most likely will get in trouble for not finishing the job
I wait for him to leave and call tech support again. I tell a short version of the story and ask him about 2-94 digital. He seems unsure but says it should work. He then finds the original tech that was part of the "vigorous" discussion i mentioned earlier. Both guys are very nice and try to help me out. They "hit" my card again which doesn't help. I reboot the Tivo and it doesn't help either.
They plan to take notes of the situation, pass it on to a "lead" and by Monday I should receive a call. They also say they will make sure the local people get further training on cable cards.
I plan to call the manager back again on Monday and tell her what happened. Ill keep everyone posted...
Astound touts itself as being better than Comcast. Specifically they even make the comparison that "unlike other customers all of our installers are full time employees" heh