Copy of Chat with comcast csr!

Discussion in 'TiVo Series3 HDTV DVRs' started by LES108, Oct 11, 2007.

  1. LES108

    LES108 New Member

    15
    0
    Oct 1, 2007
    Problem : Cable Card Issue
    Laurence > Cable Card Issue
    Ben.16750 > Hello Laurence, Thank you for contacting Comcast Live Chat Support. My name is Ben.16750. Please give me one moment to review your information.
    Ben.16750 > I will be happy to help you with your troubleshooting today.
    Ben.16750 > Can I please have your Comcast account number?
    Laurence > I have had an ongoing issue with cable cards
    Laurence > I can give you the phone number on my account
    Ben.16750 > Yes.
    Laurence > 317-581-XXXX
    Ben.16750 > Thank you.
    Ben.16750 > One moment please.
    Ben.16750 > For security purposes, could you please verify the last 4 of the social security number listed on the account?

    Laurence > 6791
    Ben.16750 > Thank you.
    Ben.16750 > What kind of issue are you having with the cable card?
    Laurence > All channels are work except my HBO
    Ben.16750 > I am going to send a signal to your cable cards. This should fix the issue.
    Ben.16750 > One moment please.
    Laurence > I was looking at a menu... it said the cards where not vaild
    Ben.16750 > I have send the signal. Can you please check to see if you can get HBO.
    Laurence > I have a picture no sound
    Ben.16750 > One moment please.
    Ben.16750 > What I suggest is you take your cable cards to your local Comcast office to have them replaced with new cable cards.
    Laurence > There is still a picture
    Laurence > no sound
    Laurence > can you please resend a signal
    Ben.16750 > Yes.
    Ben.16750 > One moment please.
    Ben.16750 > The signal was resent.
    Laurence > I was told that you have to send a different signal that set ups the channels HBO, ETC
    Laurence > which bascally allows them to work...
    Ben.16750 > One moment please.
    Ben.16750 > The signal that was sent sent should have address the issue with HBO.
    Laurence > Ok.....
    Ben.16750 > I see that there is a technician appointment set for the 14th to address this issue.
    Laurence > Can Cards be pick up at the office
    Ben.16750 > Yes.
    Laurence > Really??? I was told no over the phone
    Ben.16750 > One moment please.
    Laurence > The current set of cards worked for about a day
    Ben.16750 > I see that there is a technician appointment set for the 14th to address this issue. If the problem is with the cable cards the technician will replace them with new ones.
    Laurence > Just had an idea is there any way that you can send a signal to a different set of channels
    Laurence > to see if it works
    Laurence > cinemax /showtime
    Ben.16750 > There is a only one kind of signal we can send. It updates all the cable services you should be getting.
    Laurence > Do you have M series cards in operation???
    Laurence > Because the Installer brought out two S series cards
    Ben.16750 > One moment please.
    Laurence > Also I am wondering can you note the account for the 14th for the installer to bring out more than two cards
    Ben.16750 > At this time the M series are not in operation.
    Ben.16750 > One moment please.
    Laurence > Because that is what he did
    Ben.16750 > While I put a note the note the account.
    Ben.16750 > The note is on the account.
    Ben.16750 > Is there anything else I could assist you with today?
    Laurence > Ok..... there is a picture and no sound
    Ben.16750 > I have put on the note that you are getting the the picture for HBO but still not getting the sound. As will as to have the technician bring two cable cards.
    Ben.16750 > Is there anything else I could assist you with today?
    Laurence > I need two cards
    Laurence > I wanted him to bring extras
    Laurence > in case they didnt work
    Ben.16750 > Okay.
    Ben.16750 > One moment please.
    Ben.16750 > The technician will bring extra cable cards in case they are needed.
    Ben.16750 > Is there anything else I could assist you with today?
    Laurence > Thanks you have been very helpful... I am wondering is there a general email
    Ben.16750 > You are welcome.
    Laurence > for comcast I would like to send an email to voice the ongoing problem
    Ben.16750 > One moment please.
    Ben.16750 > I was not able to find the general email for Comcast. Would you like the address and telephone number for our head office?
    Laurence > Thats ok... I am very disapoointed so far... Just an ongoing series of misinformation... plus about 8 Hrs on the phone and nothing can be done
    Laurence > I have only been with Comcast not even a full month
    Ben.16750 > I do apologize for the inconvenience of all this.
    Ben.16750 > Is there anything else I could assist you with today?
    Laurence > Nope have a good evening whats left of it
    Ben.16750 > You are welcome.
    Ben.16750 > Thank you for contacting Comcast! We appreciate your business!
    Ben.16750 > If you need assistance in the future, please do not hesitate to contact us through Live Chat or E-Mail (available 24 hours a day, 7 days a week). Comcast also offers excellent FAQ and Help forums located at www.comcast.com to help you reach a resolution independently.
    Ben.16750 > Have a great night.
    Ben.16750 > Analyst has closed chat and left the room
     
  2. AbMagFab

    AbMagFab What happened, TiVo?

    3,638
    0
    Feb 5, 2001
    Not sure why you posted this. Seems like Comcast did the right thing here.

    Frankly, I think you have a wiring problem, not a CC problem. If you are getting a picture, the issue is most likely with how you have things wired.

    For example, if you have the HDMI going to the TV, your TV probably doesn't understand DD. Try configuring the Tivo audio to PCM (instead of DD), and see if you get sound.

    If you have the Tivo plugged into something else for sound, check all your wiring, and your input settings.
     
  3. Gai-jin

    Gai-jin Active Member

    7,770
    2
    Feb 28, 2000
    Quad City...
    I'm hoping that's not your real phone number and SSN...
     
  4. Dr_Diablo

    Dr_Diablo Dr_Diablo

    916
    0
    Nov 23, 2003
    Midwest
    serious doubt it is
     
  5. kmill14

    kmill14 New Member

    196
    0
    Dec 11, 2006
    It was the first thing I noticed, and I would guess it is.....bizarre.
     
  6. TonyD79

    TonyD79 Well-Known Member

    12,317
    1,770
    Jan 4, 2002
    Columbia, MD
    The phone number is real but may not be his. I've reported the post as a potential problem.
     
  7. AbMagFab

    AbMagFab What happened, TiVo?

    3,638
    0
    Feb 5, 2001
    Do we have any idea why this guy posted this log? It seems like a reasonable conversation, and aside from his constant interruption of the Comcast guy, there's nothing much here.
     

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