Sat Aug 16 2008 21:41:56 GMT-0700 (PDT))
<P>
user Will_ has entered room. Topic: "I am extremely dissatisfied with my cable service. DVR problems and signal quality problems."


<P><font color="green">Kamilla.27830></font>

Hello Will_, Thank you for contacting Comcast Live Chat Support. My name is Kamilla.27830. Please give me one moment to review your information.


<P><font color="red">me></font>

hi!


<P><font color="green">Kamilla.27830></font>

I know how frustrating it is to wait on queue for such long period and can certainly appreciate you taking time to contact us. We apologize but we are experiencing an unusual volume of queue. Rest assured I will look into your concern and try my best to get this resolved once and for all.


<P><font color="red">me></font>

you'd be my hero


<P><font color="red">me></font>

I got plenty of time


<P><font color="green">Kamilla.27830></font>

I see.


<P><font color="green">Kamilla.27830></font>

To get us started, may I please put you on hold for two minutes while I pull up your account in my system?


<P><font color="red">me></font>

sure


<P><font color="green">Kamilla.27830></font>

Thank you for patiently waiting. I was able to pull up your account. Please continue to hold while I review your account information.


<P><font color="red">me></font>

no problem


<P><font color="green">Kamilla.27830></font>

For account identification and verification purposes, may I have the last four digits of your Social Security Number?


<P><font color="red">me></font>

xxxx


<P><font color="green">Kamilla.27830></font>

Thank you.


<P><font color="green">Kamilla.27830></font>

May I know how many TV sets are affected by this?


<P><font color="red">me></font>

I have one hdtv


<P><font color="red">me></font>

and one dvr


<P><font color="red">me></font>

would you like some more detail on the specific problems?


<P><font color="green">Kamilla.27830></font>

Yes, please.


<P><font color="red">me></font>

where to begin?


<P><font color="red">me></font>

let's see


<P><font color="red">me></font>

last night my DVR ran amok and recorded 800 minutes of "news," causing deletion of three days of olympics we hadn't seen. My wife and kids are furious.


<P><font color="red">me></font>

Changing channels on the DVR sometimes takes 10-20 seconds. I hit change channel a few times and nothing happens. Then 30 seconds later it changes channels several times. This makes it impossible to change channels. Same problem with trying to access a menu or see the guide. This sometimes happens and sometimes doesn't.


<P><font color="red">me></font>

DVR usability overall is poor. Example: there's no indication that it "knows" I have pressed a button on my remote. So if it takes a few seconds, I or someone in my family will press the button again, causing more problems.


<P><font color="red">me></font>

I've told you guys about this before but it's still driving me nuts: there is no way to exclude channels I'm not paying for from the channels the DVR presents while I'm channel surfing. I have to flip through dozens of channels showing "not authorized" which seem to accuse me of trying to steal service. Every television made since the 1980s has the ability to block certain channels, but your 2008 DVR does not. This is unacceptable.


<P><font color="red">me></font>

HD channels aren't HD. Yes, my TV reports it's getting a 1080i signal, but the picture quality is absolutely horrific compared to my other high definition sources. My opinion is that Comcast has dialed back the compression bitrate to the breaking point. The result of this is a blocking which makes the picture inferior to standard definition DVD.


<P><font color="red">me></font>

Standard definition channels are similarly bad: you guys are compressing the signal so much it's unbelievable.


<P><font color="red">me></font>

This is the sort of thing I am talking about: http://www.avsforum.com/avs-vb/showthread.php?t=1008271


<P><font color="red">me></font>

Bottom line: I am not getting what I am paying for and I am as you can see extremely dissatisfied with the service overall.


<P><font color="green">Kamilla.27830></font>

Will, I can certainly understand the inconvenience and frustration this has caused as I know how important your services and time are. 


<P><font color="green">Kamilla.27830></font>

We really do apologize for this.


<P><font color="red">me></font>

thank you very much


<P><font color="green">Kamilla.27830></font>

Let me see what I can do on my end.


<P><font color="red">me></font>

that would be great


<P><font color="green">Kamilla.27830></font>

Have you previously contacted technical support regarding this issue? 


<P><font color="green">Kamilla.27830></font>

It is possible that it is a box concern and we might need to have it replaced.


<P><font color="red">me></font>

nope, I haven't discussed these issues with comcast before except the surfing problem


<P><font color="green">Kamilla.27830></font>

I see.


<P><font color="green">Kamilla.27830></font>

Would it be alright if we try and troubleshoot the boxes and see if this will clear the errors, Will?


<P><font color="red">me></font>

my kids are watching a movie so I can't use the system now, but if you have suggestions I can try them later and get back to you


<P><font color="green">Kamilla.27830></font>

I see. Okay, Will. As I can see here, you are subscribed to our CableCard service too, is this right?


<P><font color="red">me></font>

I don't know what cablecard is


<P><font color="green">Kamilla.27830></font>

This is the card that is installed in your HDTV. Do you have this?


<P><font color="green">Kamilla.27830></font>

Or is the DVR connected to the HDTV?


<P><font color="red">me></font>

ah. no, the dvr is connected to the hdtv


<P><font color="green">Kamilla.27830></font>

I see.


<P><font color="red">me></font>

am I paying extra for cable card? I should probably have that looked at


<P><font color="green">Kamilla.27830></font>

No, Will. I just saw here that the HDTV is registered on your account. I thought you had a cable card installed to your HDTV and another TV is hooked up to the DVR.


<P><font color="red">me></font>

oh, okay, cool


<P><font color="green">Kamilla.27830></font>

Here is what you can do, Will. Can you please take a moment and unplug the cable box and the HDTV from your power source for 30 seconds then plug them back in. Also, can you please take not of last four number or letters of the G, M or S serial number along the side or back of the boxes are?


<P><font color="red">me></font>

yes, one second


<P><font color="green">Kamilla.27830></font>

After unplugging them back in, please try and check if the reception quality has changed.


<P><font color="green">Kamilla.27830></font>

Also, with the remote, it is also possible that the batteries are low. You may also try and change batteries as well. 


<P><font color="red">me></font>

ah, thanks for the battry suggestion. I actually tried that out before contacting you


<P><font color="red">me></font>

the dvr is a dch3416


<P><font color="red">me></font>

serial is


<P><font color="red">me></font>

ng3700nac981


<P><font color="green">Kamilla.27830></font>

Thank you.


<P><font color="green">Kamilla.27830></font>

Are they both plugged back in, Will?


<P><font color="red">me></font>

the dvr, yes...the hdtv is still on because my kids are still watching it


<P><font color="green">Kamilla.27830></font>

I see.


<P><font color="green">Kamilla.27830></font>

Will, please try and do the same for your HDTV later.


<P><font color="red">me></font>

very well, I will


<P><font color="green">Kamilla.27830></font>

Please take note of the possible changes or improvements.


<P><font color="red">me></font>

when I see this problem again, should I remember to unplug everything for 30 seconds?


<P><font color="green">Kamilla.27830></font>

Usually, the full changes may take effect after 10-30 minutes. In the event that you are still encountering the same problem, please do not hesitate to contact us back again by chatting back to assist you further and to schedule a technician visit if necessary to have the box replaced. 


<P><font color="green">Kamilla.27830></font>

I would also be providing you a link to check that the connections are tight, secured and correct.


<P><font color="red">me></font>

the reason I ask is that these issues have been chronic since I established service, and I'm having trouble making the connection between rebooting the equipment and the specific nature of my problems


<P><font color="green">Kamilla.27830></font>

To get detailed instructions on how to connect your cable box, VCR, DVD Player to your television please visit: http://www.comcast.com/Corporate/Customers/Customer_Support/WiringDiagrams.html


<P><font color="red">me></font>

in fact at this point I'm not sure my concerns are being understood if I can be honest with you


<P><font color="green">Kamilla.27830></font>

I really understand your concern , Will. Usually, weak signals or any kinds of error in box can be cleared by means of power cycling the boxes.


<P><font color="green">Kamilla.27830></font>

We might need to send a signal to the box, however, there is a possibility that the recording might be erased.


<P><font color="red">me></font>

the box is empty now anyway, so feel free...that's part of what led me to contact you


<P><font color="green">Kamilla.27830></font>

It is also possible that the problem is with your physical wiring in the house and a technician can check this for us as well.


<P><font color="red">me></font>

by the way, do you believe the analyst who posted the information I linked above would have seen improved picture qualiy if he had rebooted his dvr before running the test?


<P><font color="red">me></font>

I've had a truck out here...it was a few months ago I believe


<P><font color="green">Kamilla.27830></font>

Has the box been replaced, Will?


<P><font color="red">me></font>

the box is my first comcast dvr


<P><font color="green">Kamilla.27830></font>

I see.


<P><font color="green">Kamilla.27830></font>

It is possible that we need to have it replaced, Will.


<P><font color="red">me></font>

very well, if you think that will help


<P><font color="green">Kamilla.27830></font>

If no changes are to happen we can also note to the technician to bring a replacement.


<P><font color="green">Kamilla.27830></font>

But let me try and send the signal, Will.


<P><font color="red">me></font>

great, thank you


<P><font color="green">Kamilla.27830></font>

Are your kids watching as well?


<P><font color="red">me></font>

they're watching another source


<P><font color="green">Kamilla.27830></font>

I mean, still*


<P><font color="green">Kamilla.27830></font>

Is the box hooked up to another TV set?


<P><font color="red">me></font>

no, my dvr is only connected to one tv


<P><font color="green">Kamilla.27830></font>

If I send the signal, it may interrupt the programming as well.


<P><font color="red">me></font>

that's ok, as I said they're watching a signal from another device


<P><font color="green">Kamilla.27830></font>

Oh, okay, Will. Just making sure.


<P><font color="red">me></font>

I certainly appreciate it


<P><font color="green">Kamilla.27830></font>

I will now try and send a signal to the box. Please ensure that it is turned on.


<P><font color="red">me></font>

ok, it's on


<P><font color="green">Kamilla.27830></font>

I have successfully sent the signal to your box, Will.


<P><font color="green">Kamilla.27830></font>

Can you try and view some television channels please, to see if your concern has been resolved?


<P><font color="red">me></font>

yes, one moment


<P><font color="green">Kamilla.27830></font>

Thank you.


<P><font color="green">Kamilla.27830></font>

No worries at all.


<P><font color="red">me></font>

ok I've looked at a few moments of olympic coverage


<P><font color="green">Kamilla.27830></font>

Any, changes as of this point, Will?


<P><font color="red">me></font>

the dvr seems to be responding normally, but I am still noticing compression artifacts which are producing a picture which is inadequate


<P><font color="green">Kamilla.27830></font>

I see.


<P><font color="green">Kamilla.27830></font>

Thank you.


<P><font color="green">Kamilla.27830></font>

Will, here is another suggestion I can make.


<P><font color="red">me></font>

great!


<P><font color="green">Kamilla.27830></font>

Would it be alright with you if you, if you try and verify with your local office if the box is HD capable, please?


<P><font color="red">me></font>

that would be fine with me


<P><font color="green">Kamilla.27830></font>

I checked it on my end though that the box is High Definition DVR.


<P><font color="green">Kamilla.27830></font>

But just to make sure again.


<P><font color="red">me></font>

as long as you keep in mind that my TV reports that it is getting a 1080i signal from the DVR


<P><font color="green">Kamilla.27830></font>

Yes, Will. I am also aware of that information.


<P><font color="red">me></font>

ok cool


<P><font color="green">Kamilla.27830></font>

You may also have the box swapped at your nearest local office.


<P><font color="red">me></font>

do you think the box is defective?


<P><font color="green">Kamilla.27830></font>

Yes, Will. That is possible.


<P><font color="green">Kamilla.27830></font>

Center Details
Center Name: Comcast Service Center 
Address: 9605 SW Nimbus Ave
Beaverton OR 97008 
Phone Number: 888-824-8264 
Hours: M-F: 8 am - 6 pm, Sat: 9 am - 4 pm 

Services Available
Payments Accepted for Line Of Business: Comcast High Speed Internet, Comcast Digital Voice, Video 
Payment Types Accepted: Check, MasterCard, Visa, Cash, Discover, American Express 
Self Installation Kits Available: Comcast High Speed Internet, High Definition Converter, Digital Converter, Digital Video Recorder 
Returned Equipment Accepted: Modem, Digital Video Recorder, CableCard, High Definition Converter, Analog Converter, Digital Converter 
Equipment Exchanged: Analog Converter, Digital Video Recorder, Modem, Digital Converter, High Definition Converter 


<P><font color="green">Kamilla.27830></font>

That is the contact details of your local office, Will.


<P><font color="green">Kamilla.27830></font>

For more details about the directions and the contact information of the local office in your area please visit:
http://www.comcast.com/Localization/Localize.ashx?Referer=/customers/contactus/paymentcenter/locatePaymentCenter.ashx

Then proceed by adding your street address and zip code. When the new page comes up it should display your town, if not, select your town.


<P><font color="green">Kamilla.27830></font>

Would there be anything else I can assist you with today, Will?


<P><font color="red">me></font>

I have to admit I don't feel like anything has been resolved :-(


<P><font color="red">me></font>

I mean...


<P><font color="red">me></font>

the problems I'm having don't seem like the kind of thing, to me, that would be caused by a malfunctioning DVR


<P><font color="red">me></font>

in my life, these gizmos either work well or not at all...no middle ground


<P><font color="red">me></font>

and when I consider the link I sent earlier, I get the feling that other customers are experiencing the same kind of problems


<P><font color="green">Kamilla.27830></font>

Will, sending a signal is as far as we can go as for now. I really think that the problem is with the box.


<P><font color="red">me></font>

so I'm not sure where we should go next


<P><font color="red">me></font>

is there a ticket number I should reference if I should go to the nimbus office?


<P><font color="red">me></font>

do you know if they will give me back another dch3416 or if there is another model I should be trying?


<P><font color="green">Kamilla.27830></font>

I really understand that, Will. You may send your feedback at http://www.comcast.com/corporate/customers/contactus/feedback.html


<P><font color="green">Kamilla.27830></font>

You may try and call them if they have it in stock. 


<P><font color="red">me></font>

thank you for the link


<P><font color="red">me></font>

that page appears to be feedback about the web page, when I have feedback about your service


<P><font color="green">Kamilla.27830></font>

You are welcome.


<P><font color="red">me></font>

and it's not really feedback so much as telling you that the service I am receiving is not what I was promised


<P><font color="green">Kamilla.27830></font>

Youc an choose and submit your feedback under the "Miscellaneious" category, Will.


<P><font color="green">Kamilla.27830></font>

Miscellaneous*


<P><font color="red">me></font>

I don't mean to be rude, but I'm not really interested in providing feedback: my hope is that comcast will correct the problem


<P><font color="red">me></font>

is there a ticket number I should reference if I should go to the nimbus office?


<P><font color="green">Kamilla.27830></font>

Here is the thing, Will. Let us try and replace the box. As I can see that there is a possibility that issue is caused by a faulty box.


<P><font color="red">me></font>

I appreciate your expertise


<P><font color="red">me></font>

is there a ticket number I should reference if I should go to the nimbus office? is there any record of this conversation so I can pick up support where we left off if problems persist after the box is replaced?


<P><font color="green">Kamilla.27830></font>

Will, if you like, I can book a technician visit to have the service checked and also to bring a box for possible replacement.


<P><font color="red">me></font>

if you think that would help, I would appreciate that


<P><font color="red">me></font>

do you know if they will give me back another dch3416 or if there is another model I should be trying?


<P><font color="green">Kamilla.27830></font>

The technician will either bring the same model or a different one, Will. I cannot tell on my end what boxes they have in stock.


<P><font color="green">Kamilla.27830></font>

The earliest possible schedule is on August 18, 2008, between 8 am and 12 noon . Would you be available on this date, Will?


<P><font color="red">me></font>

yes


<P><font color="green">Kamilla.27830></font>

The technician may call 30 minutes before the appointment for confirmation. The appoinment might be cancelled if the call is unanswered.


<P><font color="green">Kamilla.27830></font>

Would you like to provide a particular phone number for the technician to call?


<P><font color="red">me></font>

yes, the technician can call xxx-xxx-xxxx


<P><font color="green">Kamilla.27830></font>

Thank you.


<P><font color="red">me></font>

is there any record of this conversation so I can pick up support where we left off if problems persist after the box is replaced?


<P><font color="green">Kamilla.27830></font>

I can send this through email, Will. Would that be alright with you?


<P><font color="red">me></font>

are you offering to send me a transcript of this conversation?


<P><font color="green">Kamilla.27830></font>

I have successfully booked the appointment, Will. The transaction confirmation number is 1000134448812045 and the job order number is 768872.


<P><font color="green">Kamilla.27830></font>

Yes, Will. I mean sending this transcript to your email.


<P><font color="red">me></font>

I see. the next time I contact comcast support, shall I use those numbers to let the analyst know about this conversation?


<P><font color="green">Kamilla.27830></font>

That is for the appointment, Will.


<P><font color="red">me></font>

oh.


<P><font color="green">Kamilla.27830></font>

You may also refer to this chat ID number, Will : chat id: 29136995{86d0cc11-c254-455e-98c3-ed2b96ae9179} Date: 8/16/2008 9:14:36 PM


<P><font color="green">Kamilla.27830></font>

Is there anything else I could assist you with?


<P><font color="red">me></font>

so, in case the replacement box does not have improved usability, or I continue to see compression artifacts, or my shows are deleted, or if I still cannot exclude certain channels from the surf list, will it be necessary to start over with a new chat?


<P><font color="green">Kamilla.27830></font>

Yes, Will.


<P><font color="red">me></font>

goodness gracious!


<P><font color="red">me></font>

I guess comcast isn't outfitted for providing the kind of customer support I receive from my other vendors :-(


<P><font color="green">Kamilla.27830></font>

But you can always refer to that chat ID. I have also noted this conversation on your account.


<P><font color="red">me></font>

oh, I see.


<P><font color="red">me></font>

ok, then I can ask the next person I talk to to review this chat then?


<P><font color="green">Kamilla.27830></font>

I have it noted on the account, Will.


<P><font color="green">Kamilla.27830></font>

Do not worry.


<P><font color="red">me></font>

I have to admit I'm still worried


<P><font color="red">me></font>

but I guess we'll see what happens after the 18th


<P><font color="red">me></font>

thank you for your time, do you have any other suggestions for me?


<P><font color="green">Kamilla.27830></font>

You are most welcome.
<P><font color="green">Kamilla.27830></font>

As of now, Will. To have the box replaced is what I can suggest. This will let us know the next step that we can do.


<P><font color="red">me></font>

very well, thank you again


<P><font color="green">Kamilla.27830></font>

You're always welcome.


<P><font color="green">Kamilla.27830></font>

It's been my honor to have been able to assist you today.


<P><font color="green">Kamilla.27830></font>

Thank you for contacting Comcast. We appreciate your business. Have a great evening now.


<P><font color="green">Kamilla.27830></font>

For further concerns regarding Comcast Products and Services, please do not hesitate to contact us back again. Our department is always open for business. For product updates and information, please visit www.comcast.net or www.comcast.com.


<P><font color="green">Kamilla.27830></font>

We value your business with Comcast. By answering the online survey right after this chat session, we are able to gather your suggestion and recommendation on how to improve our service. We thank you in advance for accomplishing the survey.


<P><font color="green">Kamilla.27830></font>

Analyst has closed chat and left the room.


analyst Kamilla.27830 has left room
<P>Session closed Sat Aug 16 2008 23:10:24 GMT-0700 (PDT))