This is why we left Comcast…

Going through some old docs… I captured this chat for reference. The lesson: Comcast support has the ability to be obtuse over the phone AND over chat.

TiVo Premiere Black Digital Video Recorder – TCD746500 

user John_ has entered room
john(Sat May 29 2010 21:11:27 GMT-0400 (EST))>Just order expanded digital channel lineup and it still is not working. I have CableCard and Tivo HD box
analyst Noreen has entered room
Noreen(Sat May 29 2010 21:28:53 GMT-0400 (EST))>Hello John_, Thank you for contacting Comcast Live Chat Support. My name is Noreen. Please give me one moment to review your information.
John_(Sat May 29 2010 21:29:11 GMT-0400 (EST))>Hello.
Noreen(Sat May 29 2010 21:29:11 GMT-0400 (EST))>Please wait, while the problem is escalated to another analyst
analyst Chris has entered room
Chris(Sat May 29 2010 21:29:29 GMT-0400 (EST))>It is a pleasure to have you on chat! First of all, I apologize for whatever inconvenience the issue has caused you but I’ll be more than happy to resolve it for you. I hope you haven’t waited so long to be assisted. How’s your day so far?
analyst Noreen has left room
John_(Sat May 29 2010 21:31:51 GMT-0400 (EST))>Day OK… but this has been going on since 1:pm. For some reason my Tivo HD and CableCard have not been able to get the expanded linup that we have ordered. I have just disconnected all other lines (modem, etc..) so we have only one line comming into the house directly into the box.
Chris(Sat May 29 2010 21:31:49 GMT-0400 (EST))>Are you there?
John_(Sat May 29 2010 21:32:18 GMT-0400 (EST))>Yes I’m here.
Chris(Sat May 29 2010 21:32:59 GMT-0400 (EST))>I see, you are having issue with your cable service, am I correct?
John_(Sat May 29 2010 21:33:34 GMT-0400 (EST))>yes, we currently are only geting 2-29 and local HD in the 800s.
Chris(Sat May 29 2010 21:34:07 GMT-0400 (EST))>Can I have your account number please?
John_(Sat May 29 2010 21:34:17 GMT-0400 (EST))>One moment…
Chris(Sat May 29 2010 21:34:24 GMT-0400 (EST))>Thank you
John_(Sat May 29 2010 21:34:42 GMT-0400 (EST))>XXXXXXXXXXX
Chris(Sat May 29 2010 21:34:57 GMT-0400 (EST))>Thank you, I do apologize if this has been an inconvenience, but I am with phone and internet support, I will be connecting you to our cable specialist, okay?
John_(Sat May 29 2010 21:35:13 GMT-0400 (EST))>OK
Chris(Sat May 29 2010 21:35:41 GMT-0400 (EST))>John, can you please double check on the account number? and give it back to me?
Chris(Sat May 29 2010 21:35:53 GMT-0400 (EST))>So that I can connect you to the right department
John_(Sat May 29 2010 21:36:14 GMT-0400 (EST))>if you want my ph# XXX-XXX-XXXX
Chris(Sat May 29 2010 21:37:00 GMT-0400 (EST))>Thanks
Chris(Sat May 29 2010 21:37:02 GMT-0400 (EST))>Please hold
Chris(Sat May 29 2010 21:37:50 GMT-0400 (EST))>Please wait, while the problem is escalated to another analyst
analyst Chris has left room
analyst Gerly has entered room
Gerly(Sat May 29 2010 21:38:50 GMT-0400 (EST))>Hi, John. I am glad to assist you today. How is this day so far?
John_(Sat May 29 2010 21:39:05 GMT-0400 (EST))>OK thank you. You?
Gerly(Sat May 29 2010 21:40:15 GMT-0400 (EST))>So far so good, John. Thank you for asking.
Gerly(Sat May 29 2010 21:40:40 GMT-0400 (EST))>To ensure that I get your issue correctly, can you please elaborate it for me?
John_(Sat May 29 2010 21:43:21 GMT-0400 (EST))>I have a TIVO HD and CableCard – Wanted to expand the line up to extended basic – they have theoriticaly sent the line up to the card, possibly twice already.Still, the channels are not showing. I have disconnected all other dives so it is a direct line into the house to the tivo. And I guess we need to try again.
John_(Sat May 29 2010 21:43:37 GMT-0400 (EST))>Is there any thing special I need to be doing on this end?
Gerly(Sat May 29 2010 21:45:38 GMT-0400 (EST))>Thank you for clarifying, John. I thank you for giving us the opportunity to resolve this issue and I am happy to help you with it.
Gerly(Sat May 29 2010 21:45:39 GMT-0400 (EST))>As your service representative today, I want you to know that your satisfaction is of my topmost priority and I assure you that we can resolve this issue together on this chat.
Gerly(Sat May 29 2010 21:45:48 GMT-0400 (EST))>Please allow me to pull up your account first so I can check on this for you.
Gerly(Sat May 29 2010 21:45:48 GMT-0400 (EST))>To ensure the integrity of your account information. Can I please have the account number, account holder’s name and the complete service address of the account?
John_(Sat May 29 2010 21:46:14 GMT-0400 (EST))>XXXXXXXXX
John_(Sat May 29 2010 21:46:20 GMT-0400 (EST))>John Aprigliano
John_(Sat May 29 2010 21:46:36 GMT-0400 (EST))>XXXXXX
John_(Sat May 29 2010 21:46:41 GMT-0400 (EST))>XXXXXXXXX
John_(Sat May 29 2010 21:46:49 GMT-0400 (EST))>XXX XXX XXX
Gerly(Sat May 29 2010 21:47:40 GMT-0400 (EST))>Thank you.
Gerly(Sat May 29 2010 21:47:45 GMT-0400 (EST))>While waiting for your account to pull up, I will share with you a feature of Comcast that you can truly benefit. Are you aware that Comcast is introducing XFINITY?
John_(Sat May 29 2010 21:48:51 GMT-0400 (EST))>not necessary thank you
Gerly(Sat May 29 2010 21:49:09 GMT-0400 (EST))>I see.That is alright.
Gerly(Sat May 29 2010 21:49:19 GMT-0400 (EST))>May I ask how many cable box you have, John?
John_(Sat May 29 2010 21:50:03 GMT-0400 (EST))>none – I only have the TIVO HD and the modem (which is now not connected)
Gerly(Sat May 29 2010 21:50:47 GMT-0400 (EST))>I see.
Gerly(Sat May 29 2010 21:50:54 GMT-0400 (EST))>First, we would need to power cycle the affected cable box. This is to ensure that the box will be refreshed. Would that be fine with you?
John_(Sat May 29 2010 21:51:40 GMT-0400 (EST))>It takes about 5 minutes to restart a tivo if that is what you want.
John_(Sat May 29 2010 21:53:01 GMT-0400 (EST))>I gave you the wrong account number…
John_(Sat May 29 2010 21:53:03 GMT-0400 (EST))>XXXXXXXXXXXX
John_(Sat May 29 2010 21:53:50 GMT-0400 (EST))>The other one was the one assigned when I first moved to atlanta.
Gerly(Sat May 29 2010 21:54:01 GMT-0400 (EST))>I see.
Gerly(Sat May 29 2010 21:54:06 GMT-0400 (EST))>Thank you for the information.
John_(Sat May 29 2010 21:54:26 GMT-0400 (EST))>The 2nd one was the one that is what I ger when I sign in.
Gerly(Sat May 29 2010 21:54:41 GMT-0400 (EST))>I see.
Gerly(Sat May 29 2010 21:55:34 GMT-0400 (EST))>John, can you please verify when did you order expanded basic?
John_(Sat May 29 2010 21:56:02 GMT-0400 (EST))>a week and a half ago via phone.
John_(Sat May 29 2010 21:57:18 GMT-0400 (EST))>I’m rebooting the TIVO now…
Gerly(Sat May 29 2010 21:57:27 GMT-0400 (EST))>Alright.
John_(Sat May 29 2010 21:59:09 GMT-0400 (EST))>Should I worry about the account number thing?
Gerly(Sat May 29 2010 21:59:17 GMT-0400 (EST))>No, John.
Gerly(Sat May 29 2010 21:59:34 GMT-0400 (EST))>By the way, I have checked your account again and I am seeing that this upgrade has just been completed in our system today.
Gerly(Sat May 29 2010 22:00:16 GMT-0400 (EST))>Thus, your channels should be in your TV. However, since you are using Tivo, it would take after 24 hours before the channels will be in your TV.
John_(Sat May 29 2010 22:02:30 GMT-0400 (EST))>I have heard so many different time frames. Is the channel list sent multiple times or does the TIVO have one chance to catch it. I would hope you would not tell me bogus time frames.
John_(Sat May 29 2010 22:02:52 GMT-0400 (EST))>TIVO still rebooting,
Gerly(Sat May 29 2010 22:02:50 GMT-0400 (EST))>I really do apologize about that, John.
Gerly(Sat May 29 2010 22:03:03 GMT-0400 (EST))>However, checking on the system, the service order has just been completed today.
Gerly(Sat May 29 2010 22:03:19 GMT-0400 (EST))>It will just be in a few hours that you will get the channels again.
Gerly(Sat May 29 2010 22:04:28 GMT-0400 (EST))>Are you still there?
John_(Sat May 29 2010 22:04:47 GMT-0400 (EST))>Yes, the tivo is starting up.
Gerly(Sat May 29 2010 22:05:11 GMT-0400 (EST))>Alright.
John_(Sat May 29 2010 22:05:42 GMT-0400 (EST))>Can you force send the signal like now?
Gerly(Sat May 29 2010 22:05:55 GMT-0400 (EST))>Yes, I can certainly do that as well, John.
Gerly(Sat May 29 2010 22:06:03 GMT-0400 (EST))>I will send a manual signal to your Tivo.
Gerly(Sat May 29 2010 22:06:08 GMT-0400 (EST))>One moment.
Gerly(Sat May 29 2010 22:06:18 GMT-0400 (EST))>Great! The signals went through!
Gerly(Sat May 29 2010 22:06:22 GMT-0400 (EST))>The channel signals will take about 30 to 45 minutes for the box to download and fully process. After that time, the box will refresh and reconfigure.
Gerly(Sat May 29 2010 22:06:22 GMT-0400 (EST))>This will allow it to receive all the channels and features that you are supposed to be enjoying. Until the configutation time is over, please make sure the box stays ON.
John_(Sat May 29 2010 22:06:52 GMT-0400 (EST))>Let me look at my cable card diagnotics…
Gerly(Sat May 29 2010 22:09:05 GMT-0400 (EST))>May I ask how is it now?
John_(Sat May 29 2010 22:10:22 GMT-0400 (EST))>The same. When we first had the tech come out the first time it took no time at all for the channels to appear.
Gerly(Sat May 29 2010 22:13:33 GMT-0400 (EST))>I see. John, I have sent the signals already. So it will be the signal that will remotely refresh your Tivo in order to get the new channels added to your account.
John_(Sat May 29 2010 22:14:31 GMT-0400 (EST))>Just to verify – these include the channels above 29 to something like 78 or so right?
Gerly(Sat May 29 2010 22:14:44 GMT-0400 (EST))>Yes.
John_(Sat May 29 2010 22:16:50 GMT-0400 (EST))>OK – since this is the 3rd time I have went thought this process today – what would need to happen next if they do not come in.
Gerly(Sat May 29 2010 22:20:04 GMT-0400 (EST))>Is that alright with you?
John_(Sat May 29 2010 22:21:01 GMT-0400 (EST))>Sorry that was a question… what would need to happen next if they (the cahnnels) do not come in?
John_(Sat May 29 2010 22:21:06 GMT-0400 (EST))>channels
Gerly(Sat May 29 2010 22:22:49 GMT-0400 (EST))>I see.Is your Tivo box from Comcast.
John_(Sat May 29 2010 22:25:13 GMT-0400 (EST))>No – And it worked fine upon initial installation – we were told the channels that we had during that initial installation of the CableCard were removed because of an error. So you can remove channels.
Gerly(Sat May 29 2010 22:27:53 GMT-0400 (EST))>I see. John, I would need to send you another technician again to check your cable card and to fix this.
Gerly(Sat May 29 2010 22:27:58 GMT-0400 (EST))>Are you okay with that?
John_(Sat May 29 2010 22:29:49 GMT-0400 (EST))>Not really, but it is not your fault. I am just going to wait. Remember I have been waiting for about 10 hours now. And still nothing. I am going to go.

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