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Old 05-23-2009, 08:47 PM   #6481
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Originally Posted by cherry ghost View Post
They don't, in some areas

Yeah I couldn't get someone to bring me any CC's we have to do it ourselves in Houston. Which was fine by me. I still despise Comcast. The only way I got anything done was to blast multiple emails to the higher ups telling them my horror story dealing with the low levels at Comcast. Then I couldn't get them to stop calling me. while i only got part of the problem resolved I just can't stand to deal with them anymore right now. When I'm feeling up to it I'll call to get my old deal that I was promised back.
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Old 05-23-2009, 10:49 PM   #6482
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Just sent them an email. Fingers crossed.

Thanks for the tip!!
Update: Ever since I sent an email to the Comcast Cares group, I've received daily phone calls from Comcast which finally ended up with the problem being resolved today. Everybody I've spoken with in the last few days has been competent and has gone above and beyond to try and get this resolved. As expected, the issue was purely on their end.

dswallow - I can't thank you enough for your suggestion to contact the Comcast Cares group. It's good to know there are actually some competent Comcast employees out there who really do care to help their customers.


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Old 05-24-2009, 06:38 AM   #6483
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I can't say enough about the Comcast Cares group. They really "do" care. After the initial EMail got a response within the hour "in the evening".

Next day the Regional Manager called with a direct contact number and 5 mins later someone that knew what they were doing called me, again giving me their direct contact number. 30 mins later got another call asking me to try my TiVo again to verify the cards were working properly. Well, I was at work but when I got home everything was working great.

Next day another call from the Regional Manager to verify everything was working. So much a different experience than the three hours I spent on the phone with various support agents who couldn't help me.
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Old 05-25-2009, 03:59 AM   #6484
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I moved recently and had two new Comcast cable cards paired with my TiVo Series 3.
It's working, but I have an issue where every hour or so I'm watching TV and then whammo the cablecard black/white pairing screen (with the host data etc.) comes up out of nowhere. When you hit clear it removes it, and everything seems to be back to normal, but it's annoying and never happened at my old location.

Anyone have this happen?
Bad cable card maybe?
Any ideas?
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Old 05-25-2009, 06:16 AM   #6485
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I moved recently and had two new Comcast cable cards paired with my TiVo Series 3.
It's working, but I have an issue where every hour or so I'm watching TV and then whammo the cablecard black/white pairing screen (with the host data etc.) comes up out of nowhere. When you hit clear it removes it, and everything seems to be back to normal, but it's annoying and never happened at my old location.

Anyone have this happen?
Bad cable card maybe?
Any ideas?
It's simply some missing or incorrect information in the authorization system. While I have no doubt as part of the process if you call Comcast they're going to want to roll a truck and replace the cards, I also have almost no doubt whatsoever there is nothing wrong with your CableCARDs and the problem is entirely in how they're configured at Comcast's end.

If you have tried resolving this locally already, send this info in an email to the Comcast Cares group: We_Can_Help@cable.comcast.com
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Old 05-26-2009, 01:43 AM   #6486
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It's simply some missing or incorrect information in the authorization system. While I have no doubt as part of the process if you call Comcast they're going to want to roll a truck and replace the cards, I also have almost no doubt whatsoever there is nothing wrong with your CableCARDs and the problem is entirely in how they're configured at Comcast's end.

If you have tried resolving this locally already, send this info in an email to the Comcast Cares group: We_Can_Help@comcast.com
Thanks, dswallow..
I'll get another truck roll and if that doesn't work, I'll try the email you provided. hey, Comcast has already been here five times already, may as well have them come out for a sixth.
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Old 05-30-2009, 10:53 AM   #6487
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one of our 2 HDTivo's stopped all encrypted stations. it's been working fine since installation several months ago then the gray screen saying to call comcast to access popped up. after reading this thread i know the issue is the card is no longer validated. It's an MCard. I called Comcast and the tech said they sent two signals - one to pair the other to validate. She had me power off the Tivo while she did that and then i powered it back on after (the Mcard stayed in the Tivo during this) and still no luck and still the VAL value does not have a "V" after it (the other HDTIvo is fine and shows the "V"). Any suggestions? The tech is coming here in 2 days but I don't know what he's going to be able to do.
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Old 05-30-2009, 11:50 AM   #6488
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Yuterald i am in nashvegas also and all the installer will do is call a csr 2. They are having pid issues in our area ... my comcast DVR just went bonkers too lol. It turned off and refuses to turn back on. My Tivo's on the other hand still get every thing except hbo starz and the mlb package.
Note : the level 1 csr's (the first ones that answer the phone) are clueless and will make you jump through all kinds of stupid unnecessary hoops. I know all too well spent hours with them when a level 2 csr has ALWAYS fixed any issue in less than 10 min's.
later
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Old 05-30-2009, 12:13 PM   #6489
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Yuterald i am in nashvegas also and all the installer will do is call a csr 2. They are having pid issues in our area ... my comcast DVR just went bonkers too lol. It turned off and refuses to turn back on. My Tivo's on the other hand still get every thing except hbo starz and the mlb package.
Note : the level 1 csr's (the first ones that answer the phone) are clueless and will make you jump through all kinds of stupid unnecessary hoops. I know all too well spent hours with them when a level 2 csr has ALWAYS fixed any issue in less than 10 min's.
later
ld
I tried (politely) asking her several times if she 'really' knew what i needed to have done to get the card working properly and she was like 'yes' - but i knew i should be talking to someone more 'tech' to send the proper signal. The only good thing is the other HDTivo (in the "man's room") and the motoPVR in the bedroom is working fine.
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Old 05-31-2009, 03:37 PM   #6490
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Angry Getting more irritated by the minute at CCast

Like many others in this thread, I recently bought a Tivo HD and xferr'ed by old series 2 subscription to it. It's fine, and works just as advertised.

Comcast, on the other hand...

First I was never able to find out ahead of time what the actual cost would be of two S cards for my new Tivo (in TN they apparently don't do M cards) in terms of monthly charges. You can ask 20 different CC people this question and you will absolutely get 20 different answers.

I did find out ahead of time that getting the cards installed was going to cost $40 (19.x each - whatever). That install process consisted of the CC guy sticking the two cards in my Tivo and sitting on my floor talking on two different phones for about 1.5 hours...or maybe .5 hours was him just sitting there doing nothing but waiting.

I just got my first bill with the new CC charges on it and found that they are charging me $4.95 each for the two "additional outlets", and additionally charging me $6.95 *each* for "HDTV Service", which I didn't ask for and don't need. So that totals $23.80 *per month* for the two cards. I did already have a non-DT box, so I guess that is the "free" one.

When I called in to tell them I didn't want the HD business I was told that there is no way to not get it, because I bought an "HD" Tivo.

This all strikes me as one huge crock. Is there *any* standard pricing anywhere in the Comcast organization, or do they just charge whatever some individual feels like adding to the bill, based on where you live, whether the person is having a bad day or such?

So in general, CCast is becoming a big PIA and making me more and more inclined to cut their cable off my house and going with DSL and Dish.
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Old 05-31-2009, 07:47 PM   #6491
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Well I emailed the address posted in this thread but didn't hear back however a few hours later it's working fine!! I'm gonna use that email address in the future - not that I know if it helped or not - but everything is fine now!
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Old 06-03-2009, 08:00 AM   #6492
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Hmm, Comcast must have a problem systemwide. Sunday night, the last thing I watched was Cinemax. Monday morning, that was in black. When I tried to change channels, I got the initial cablecard screen saying call Comcast. Oddly, the other cablecard was working. So, like a fool, I power cycled the TiVo. Now both cards won't work. They get everything but the premiums. Called Comcast - 30 minute hold -- She told me to pull the cards and put them back in while she did something there. Several somethings there and no joy. So they are rolling a truck -- NEXT MONDAY. Looking at the card diagnostics, it looks like they are not talking to the head end. But I will have to wait what seems like forever.

Sigh.
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Old 06-03-2009, 08:20 AM   #6493
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It's simply some missing or incorrect information in the authorization system. While I have no doubt as part of the process if you call Comcast they're going to want to roll a truck and replace the cards, I also have almost no doubt whatsoever there is nothing wrong with your CableCARDs and the problem is entirely in how they're configured at Comcast's end.

If you have tried resolving this locally already, send this info in an email to the Comcast Cares group: We_Can_Help@comcast.com
Now great, I tried to send a message to them and it was returned as "Mailbox unavailable or access denied". Got a better e-mail address?
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Old 06-03-2009, 12:37 PM   #6494
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Just had the tech out at my house in Marietta, GA. He first showed up with 1 M-Card and 2 S-Cards. I was like WTF! I requested 2 M-Cards. Needless to say the first M-Card installed perfectly and works like a champ. He couldn't get the 2 S-Cards to work so he went up to the local Comcast office and they actually had an M-Card. He comes back and wow it worked right out of the chute! Everything set-up perfectly.
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Old 06-03-2009, 07:51 PM   #6495
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Now great, I tried to send a message to them and it was returned as "Mailbox unavailable or access denied". Got a better e-mail address?
Try: we_can_help@cable.comcast.com

That's the address they have on their twitter page
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Old 06-03-2009, 08:52 PM   #6496
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Try: we_can_help@cable.comcast.com

That's the address they have on their twitter page
Ack! My bad for typing it instead of copying/pasting it. I fixed my original post just so as not to confuse anyone more.
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Old 06-03-2009, 09:46 PM   #6497
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Ugh!

So my TivoHD has been working fine for months (8 I think) and today I called to cancel Shotime and HBO because I just wasn't watching it anymore. Actually I called last Tuesday to cancel it, the rep said she did, but on a hunch last night I checked and they were still coming in so I actually called today to FIX what was supposed to be done last week, but that's another story

Anyway, the rep tells me they are running this new promotion where I can get my digital classic pacakage for $30 less per month if I'll agree to stay with Comcast for 12 months and it comes wth free HBO. So I said, sure why not. Who doesn't want to save money and Comcast is my only option for TV.

Sadly I get home to find out that nothing but local channels are coming in. The Conditional Access screen shows Con:No and when I called to tell them they needed to fix the pairing on my cable card it started a three hour session of phone calls, transfers, waiting and waiting and waiting. Finally they said the "expert" would have to take over, but they were gone for the day and could call me back tomorrow if I could be home at 9:30. um... I have to work for a living, I can't stay home to fix your screw-up. Anyway, I told them I'd be home in the evening and he assured me someone would call me tomorrow night.

Having wasted the entire evening on this issue, I figured I'd send an e-mail to the Comcast Cares e-mail address. I sent an e-mail at 7:51 local time and within 45 minutes i had gotten a response back.

Hi John,

I've just sent a few signals to the cable cards. This should have resolved the problem.


Thank you,

[name removed]
NCO ECARE ANALYST
Comcast HQ


I was surprised to say the least, but sadly it didn't work. I wrote back and gave him the Host ID and Data values from the pairing screen and also noted that the problem was the pairing and the CON: value read NO.

I guess we'll have to wait and see what happens.

I KNEW I should never have messed around with the account. I had read that once you got it working you should NEVER change anything and doing so ran the risk of messing up the cable card pairing..... ugh!

John
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Old 06-04-2009, 07:35 PM   #6498
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fixed, but man what an effort

So, I did get an e-mail back from comcast cares that someone would call me back today. Unfortunately that person didn't call the daytime number I provided, they called my home number... guess what? I'm not home during the day. So when I called back when I got home the only thing she suggested was that I might have to have a SERVICE CALL to install a new cable card.

You're kidding me, right?? Okay, whatever set it up.

She also said that she saw a ticket was still open from YESTERDAY that a "specialist" was supposed to call me back today but she couldn't tell me what time that would be.

So she was slightly more than useless, but we'll see.....

Being impatient, I decided to call back Comcast and see if anyone could connect me to the specialist department. After all yesterday when I called, I was told "I'd transfer you to that department, but they've already left for the day" Hoping to reach this MYSTERY department before they all went home, I pursued my call through 8 different reps, including one bewilded rep in the telephone department. Finally when told that the problem "must be the cable card is defective, you should just wait for the installer to come on Saturday" I said "I DO NOT ACCEPT THAT" and was connected to a supervisor. The supervisor told me the "Specialist" were right across the hall and that he'd personally walk over there and have one of them call me right back. I was thinking...."sure you will, uh huh, I'll believe that when it happens" So I hung up and thought, well, Saturday is only two days away, I can live without TV for a couple days.

5 minutes later, the phone rang and a VERY helpful rep knew exactly what the problem was. She had me read off and confirm the host id and data values and she sent two signals to the card and within 5 minutes it was working. I tried to thank her but she said (quite honestly) that she was glad I was happy but that she was just too tired to be excited for me. She went on to explain that she was here in Tinley Park and there were only three of them in the "Same Day Dispatch" office handling ALL of Chicagoland cable card installations. She said they typically have a 30 minute wait for installer activations and that she learned everything she knew about cable cards on her own through on the job training. She was clearly a very smart and very untypical Comcast employee. I thanked her and told her I would contact corporate to commend her and suggest that they train more people to handle Cable Cards.

It's just ridiculous to me that there are only 3 people working to activate cable cards for ALL of Chicago! That tells me they don't take Cable Cards seriously at all. And the fact that they require a service call tells me they don't care about the customer either. This should be a no brainer. Customer picks up the cable card or has it sent to them, they install it and read off two sets of numbers! how hard is that!

At least now, if there are issues in the future, I know exactly who to ask for when I call. Hopefully they'll train some more employees how to handle Cable Cards.

I'm glad it's working, but this is exactly why I lived with the Comcast DVR for two years, because I didn't want to have to deal with Cable Cards. Obviously Comcast wants customers to keep renting the DVR's as evidenced by their lack of support for Cable Cards..... just pathetic.

oh well, thanks for reading and hopefully if you're in Chicago and having cablecard problems you can call and ask for same day dispatch and avoid some of these issues.

John
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Old 06-05-2009, 10:55 AM   #6499
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comcast install success!

I'll give credit where credit is due.. Comcast did a great job doing my install today. My install windows was from 11-2pm.. comcast rang the bell at 9:30am! I got a tech who had done cablecard installs before and he seemed to be an expert at his craft. He was in and out in about 40 minutes.. everything worked the first time!

The only negative.. now I'm sitting at my office. I didn't think I'd end up making it here today.
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Old 06-07-2009, 12:17 PM   #6500
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Hey guys. Is this CCI 0x03 on all premium channels (http://www.tivocommunity.com/tivo-vb...d.php?t=427000)
just a Sarasota thing or is it on other Comcast systems?
The rep I spoke to first said it was a systemwide thing, then admitted the memo was local...

Updated at 2PM
Now I have been told by a 'manager' that this is to be a corporate wide move, based on a change in the FCC rules to take effect with the DTV transition...

I can find no changes regarding this anywhere and will contact Comcast Cares...
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Old 06-08-2009, 04:38 PM   #6501
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Hmm, Comcast must have a problem systemwide. Sunday night, the last thing I watched was Cinemax. Monday morning, that was in black. When I tried to change channels, I got the initial cablecard screen saying call Comcast. Oddly, the other cablecard was working. So, like a fool, I power cycled the TiVo. Now both cards won't work. They get everything but the premiums. Called Comcast - 30 minute hold -- She told me to pull the cards and put them back in while she did something there. Several somethings there and no joy. So they are rolling a truck -- NEXT MONDAY. Looking at the card diagnostics, it looks like they are not talking to the head end. But I will have to wait what seems like forever.

Sigh.
Part 2. Technician came out today. Tried two different m cards. Neither of which would work - the TiVo thought they were both s cards. He said that at least 14 others are having problems. All 4 supervisors are involved. He could not get anything to work so he put both of the original s cards back in. I am back to everything but premium channels.
CCI code is 0x02. I'm thinking they changed that starting June 1 and that's what killed the cards.

And I will now miss the premier of Nurse Jackie with Edie Falco.


Long sigh.
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Old 06-08-2009, 05:48 PM   #6502
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And I will now miss the premier of Nurse Jackie with Edie Falco.Long sigh.
DL it from amazon for free to your TiVo. I don't think it is the complete pilot, but it is at leat 1/2 hour and it is free in HD. http://www.amazon.com/gp/product/B00...4501308&sr=8-1
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Old 06-08-2009, 07:10 PM   #6503
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...
CCI code is 0x02. I'm thinking they changed that starting June 1
I would think that 0x02 is what they were supposed to 'increase' the copy protection to on the premium channels here on the Sarasota head-end, but they misinterpreted that and changed them to 0x03.

Update 6/10: This indeed appears to be the case... A couple of responses yesterday from the we_can_help group, and this morning the bytes on the premium channels are back where they should be (and were)...0x02. Thanks to those concerned
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Old 06-09-2009, 04:27 PM   #6504
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No Speed!

I recently found out when trying to record a show on SpeedHD that the station is not coming through...it just shows up as blank. As a matter of fact, the same thing happens on Speed's standard def station as well. Now I know that Speed is included with my package. I called Comcast Sunday night and after sending a signal through to my TV and no improvement, they declared it must be a problem with my CableCard. They offered to set up a service visit or said I could bring the card back to the local customer care center five minutes from the house. I hate the thought of sitting around the house for four hours for a service call, but I'm also hesitant to pop the card out and exchange it for fear I'll have a problem bringing the new card back up. Besides, it seems to me that this is a programming issue on Comcast's part. I could understand if there were a whole range of stations not coming through that it might be a defective card (which has worked fine since I got it in December), but given that it's just one station and both its high def and standard def feeds makes me suspicious. What's the opinion on what I should do...bring the card back and exchange it? Call in a tech? Bug customer service some more?
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Old 06-09-2009, 05:42 PM   #6505
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FWIW Speed doesn't work on my TiVo S3 either. The channel is there but no picture. I'll be interested to see what happens.
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Old 06-09-2009, 05:53 PM   #6506
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I'll tell you what happened. After calling customer service once again, they told me that Speed was in the sports package now and I'd have to pay an extra eight bucks a month. I asked when the change took effect and they said its always been in the sports tier (two minutes earlier, they told me it was supposed to be included in my regular digital package.) I knew that was crap because I've never paid for the sports package and I still have Speed programming that I haven't watched on my TiVo! At that point, I told them I wanted to cancel my service....and I was ready to. I'm sick of being nickle and dimed by these guys. So they agreed to knock the price down to three bucks a month for 12 months (I'm on another 12-month promotional rate anyhow) and issued a $25 credit to my account for not informing me of the programming change. That brought my monthly cost down to less than a buck. I was willing to live with that because I like hockey and the sports package also includes the NHL Network. So as I suspected, it was a programming change. Glad I didn't take that CableCard over to the service center this afternoon.
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Old 06-09-2009, 05:59 PM   #6507
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Ah. So that explains it. I know I used to get it too. I guess I have a decision to make... Thanks for the update macmanmk.
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Old 06-09-2009, 07:05 PM   #6508
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Bit the bullet and bought a HD Tivo due to the digital upgrade in the SF Bay Area (Just didn't want to bother with the IR blasters and a box)

Stopped by the local Comcast office to pick up the M Card on the way home yesterday. Hooked the new Tivo up, did the guided setup, forced it to call home again about an hour later to get the latest software updates.

Once that was done I took a deep breath and prepared for the dreaded cable card insert. Followed the written and on screen directions and called the Comcast number. Gave the tech the required configuration numbers and waited. Fifteen minutes later, it worked. Holy cow, no problems.

Stayed up later than I should have playing with my new toy and coping over my old season passes.

Thanks to the early adopters, my setup went like a breeze.
May I ask where in the U.S. you are?

/barging into this thread way late:
whew...this is one long thread...if you start at the beginning.....no way do you want to mess with this issue...but perhaps time has made it better...I don't know.

I have been told by 1-800-COMCAST to go to my local Comcast office to pick up cable cards and I should have no trouble bringing them home and installing myself...is this really possible? I live in northern Chicago.
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Old 06-10-2009, 06:37 PM   #6509
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Let me add one more post to the 'Comcast cares' group with our recent CCI snafu. The problem was fixed in a reasonable amount of time, and I even got a follow up call from our local support group making sure everything was working, and explaining the situation in more detail.

For all the complaints and problems, once you talk to the right people, the problems do seem to get corrected.
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Old 06-10-2009, 06:43 PM   #6510
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Originally Posted by drcos View Post
Let me add one more post to the 'Comcast cares' group with our recent CCI snafu. The problem was fixed in a reasonable amount of time, and I even got a follow up call from our local support group making sure everything was working, and explaining the situation in more detail.

For all the complaints and problems, once you talk to the right people, the problems do seem to get corrected.
And that's the problem. The "right people" are outnumbered by the "totally incompetent people" by about 10 to 1. I don't think people feel Comcast doesn't "care". I think people just think Comcast is incompetent and poorly managed.

I do agree that once you get things going it's a very reliable service. I rarely ever get a hiccup. But I sure wouldn't want to go though the initial setup and ordering process again any time soon.
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