View Full Version : 15 1/2 hour appointment window Comcast WTFF rant...
Ok, so I gave in to Comcast and let them "upgrade" my DVR to the new all-singing, all-dancing X1 system. So they send me the self-install kit, which I, being moderately tech savvy, install in about 15 minutes. Fire that sucker up, and it works. Kind of. It keeps telling me that I need a subscription to view local channels. So I call Customer service and the have me power cycle the thing for about the 55th time, then transfer me to an actual tech support person that goes in and provisions the thing correctly, then it works properly. For about a day. Fuckfuckfuckfuck fucking fuck. So I call back, and they decide I need some kind of filter on my cable line. And they'll be happy to schedule a tech to come install it. In a week. Fuck. Ok. Set the appointment, I say. OK, my appointment window is 6 am to 9:30 PM today. Wait, what?!? What happened to your 2 hour window that your ads continually blather about on TV? Well, sir, the installation of the filter only takes about 5 minutes, so we can't reserve a standard appointment slot, the techs just do them between calls, and you don't need to be home for it. I say "Yes I do, because the cable comes in from the back of the house and we have a locked gate and dogs in the yard. Can't you just send me the filter and I'll install the damn thing? No, it requires a trained technician. Bullshit, I'm thinking to myself, but I don't go off just yet. I explain that I installed the DVR myself, set up the network, etc. No dice, they insist on sending out a tech. With a 15 1/2 appointment fucking window. And I will bet that the fucking filter does not fix the issues.
I know that there are Comcast guys on here, and I know they're by and large great guys.
I also know that their CSRs are mostly fucking idiots, and whoever decided that an ALL DAY appointment window is a good idea needs the be force fed about 7 cokes, then made to wait to pee for 15 1/2 fucking hours....[Mad]
blacklabel
01-26-2015, 21:32
My wife works for Comcast and refuses to migrate to X1. Prepare for constant outages.
cableguy11
01-26-2015, 21:42
I had my X1 since day one just about and only experienced one outage that was noticeable. I no longer have Comcast. When I asked about the 2 hour window they told me it did not apply in the Denver market. I also think that it is for new installs also. They are behind the times. Better make sure they are not charging you for the truck roll either. They are pretty good at that.
USMC88-93
01-26-2015, 21:52
They do not offer two hour windows for outside work. And the installation of a filter is considered an outside job not requiring a tech to make contact with the customer. (There are two hour windows for trouble call and install work) All other work takes precedence unless they gave the job to a contractor.
I can tell you with absolute and unequivocal certainty that the installation of the X1 filter will not solve your problem. The installation of that filter is however necessary due to the manner in which the boxes communicate with each other. (It keeps your home and your X1 equipment an isolated system). you wouldn't want to view your neighbors dvr content. (You will end up needing to schedule an in home trouble call visit and I would tell them that you have repeatedly been through all the phone based troubleshooting steps and want a tech scheduled for a trouble call)
Most X1 failed self-install problems are either signal related (Rework the signal distribution to correct levels to the boxes either modifying how they are split or adding an amp). Replace the drop to the home or find other issues. there is also the possibility that the X1 equipment mailed to you is the cause and a tech will need to swap them out.
If they do end up scheduling a tech out to your home it would most likely be scheduled as a "Failed self-install" in which case you would incur the original installation charges that you would have been charged if you had scheduled a technician out to do the install vs choosing to attempt the self install.
.
Sounds about like my internet. Every couple hours I lose signal momentarily, few minutes later it comes back. 5+ service calls have given me zero results.
redacted.
CSG/einstein will not allow a care agent schedule a trouble call if the 30day SIK code is on the accoun, it will prompt you to roll a failsik. There is a workaround, but is a good way to get in trouble, and is not widely known.
I work for Comcast, if you remind me in 6 weeks when I return to work please contact me and i will make this right for you.
LOL its the best i can do while i am out on short term FMLA.
trlcavscout
01-26-2015, 22:17
Exactly as USMC88-93 said, but if it's a bad box the cost should be waived on the failed install fee. If the box is good once the wiring is corrected you shouldn't have anymore problems, unless you have some equipment feeding crap into the system. The new boxes are more sensitive to bad wiring and connections and stuff. Like said the filter acts to keep your signal in your house and if you have multiple boxes sharing recordings it is a must, but it won't fix your problem.
Most common problems I find are those dog chewed cables you fixed with duct tape 5 years ago, wall plates that have been painted, cheap ass pre-made cables bought from almost any store including monster, crap splitters especially if they are gold. But anytime your dealing with electronics their is the possibility that the cable box is bad, or your xbox is feeding voltage back through the tv or your pot lights are causing ingress. I always recommend having a tech come out to fix stuff because of the requirements of these systems.
Fogger, what is the issue you are currently experiencing? Still the local channels?
USMC88-93
01-26-2015, 22:24
CSG/einstein will not allow a care agent schedule a trouble call if the 30day SIK code is on the accoun, it will prompt you to roll a failsik. There is a workaround, but is a good way to get in trouble, and is not widely known.
I had 5 yes 5 trouble calls last week that should have been Failed selfs on X1. They are happening so much it is common place at this point and I keep forwarding them up the chain to get the culprits squared away but it will likely continue.
As I have been experiencing intermittent internet outages today as well, I'm thinking the issue may lie in the drop from the box to the house. It's buried a whopping 3 inches under ground, and it's distinctly possible that the freeze/thaw cycle over the last week or so has created some issues.
ETA: 5 minuted from the end of our window, no call, no show. No filter installed.
Fogger, what is the issue you are currently experiencing?
He already said. It's Comcast.
Thanks to all the Comcast guys who also helped me earlier. :p
USMC88-93
01-26-2015, 22:30
I work for Comcast,
We now have 5 or 6 here.
Great-Kazoo
01-26-2015, 22:39
I had 5 yes 5 trouble calls last week that should have been Failed selfs on X1. They are happening so much it is common place at this point and I keep forwarding them up the chain to get the culprits squared away but it will likely continue.
I have 8 documented hrs on hold over 4.5 days. They issued so many credits, triple play was free for a few months. Thanks to those who shall remain nameless from an unnamed web site.
colorider
01-26-2015, 22:40
I have an x1 box sitting in the cardboard box yet to be installed. I could care less about dvr or using to to send a signal to other boxes in the house (don't have any). Am I going to have problems with this thing? If so, I'm going to send it back as I really did not need it in the first place. They sent to to me after I dropped my service to a lower tier package and they said my old box is ancient and the new stuff is so much better. I am willing to stick with my relic of a box as it works just dandy for my needs.
Great-Kazoo
01-26-2015, 22:44
I have an x1 box sitting in the cardboard box yet to be installed. I could care less about dvr or using to to send a signal to other boxes in the house (don't have any). Am I going to have problems with this thing? If so, I'm going to send it back as I really did not need it in the first place. They sent to to me after I dropped my service to a lower tier package and they said my old box is ancient and the new stuff is so much better. I am willing to stick with my relic of a box as it works just dandy for my needs.
Keep an eye on your bill. If not returned you will be charged for it.
HoneyBadger
01-26-2015, 22:48
Keep an eye on your bill. If not returned you will be charged for it.
^That right there is some wisdom!^
My wife works for Comcast and refuses to migrate to X1. Prepare for constant outages.
Yep. Not constant just often
We now have 5 or 6 here.
It's a BIG company. I for one would not touch X1 with a 10 foot drop.
Stevensje
01-26-2015, 23:27
Call them as soon as possible and ask for supervisor. Document when the trouble started and demand credit for down service for this time frame. You have to demand it. When the are losing money the situation will be taken care of. If it takes them a week to get to you then they credit your account for a week of service. Make sure you get a claim # to reference the next time you call. I have been dealing with this over the past 2 years. I have received 4 different credits for service, about $400 each. Finally service works well, statues of limitations is 3 months. Make sure the claim happens every 3monthes.
colorider
01-26-2015, 23:50
I'm going to send this X1box back as I have no interest in being frustrated just because comcast is calling it an upgrade.
Dish FTW.
Hopper rocks.
My Comcast internet rocks but I wouldn't touch their tv service.
Comcast pissed me off so bad that I've been living the last year without internet. My data bill is kinda gnarly, but it's TOTALLY worth it not do have to deal with those fuckers.
Update: No call, no show. Calling now to escalate.
Update: No call, no show. Calling now to escalate.
DROP THE HAMMER
Years ago I made the decision to go to my own equipment and couldn't be happier. You need one or two 3-tuner HD HomeRunPrime from Silicon Dust and a primary PC running Windows 7 or a version of Windows w/Windows Media Center. Then buy an Xbox 360 for each of your viewing locations as a front-end device. To keep it feeling 'normal' use a universal remote to control your Xbox and set it to boot directly into WMC upon boot. Now you can view live TV, record shows, view your guide and set series recordings and such from ANY of your XBoxes. It will record to your primary PC which makes storage unlimited. I've got terabytes of available storage for recordings. As a side bonus you can also use WMC to stream your other movies, TV shows and videos that you may have downloaded. We now have 5 xbox 360's and also use phones remotely & laptops to manage and view recorded content and have saved literally thousands of dollars in DVR rental lease fees that Comcast charges. The days of not knowing what shows are recorded in what rooms and what DVRs are almost out of space for recording are long gone. I can't say enough good things about this system and if you invest a little bit of time on Google, a little bit of up-front money for equipment you'll be happy you made the move when you get your first bill from Comcast for only service fees.
I'm about this far >< from just telling Comcast they can have their DVR back and going with a CableCard and a Ceton 6 tuner card in my home server, then setting it up on a DLNA server so I can stream to anything in the house.
I'm about this far >< from just telling Comcast they can have their DVR back and going with a CableCard and a Ceton 6 tuner card in my home server, then setting it up on a DLNA server so I can stream to anything in the house.
I'd stay away from Ceton personally. I used their 4-tuner PC card years ago when the competition between them and the HD Homerun Prime were closer but the Ceton has fallen behind in firmware and support pretty rapidly. Now that you can get a 3-tuner HD Homerun Prime for under $100 (I see sale prices regularly under $80) it's a no brainer. SO much more stable and reliable and coming from your situation that's exactly what you want. I paid over $200ea for both of mine (total of 6 tuners now) and I would do it again. We were paying $17/mo x 4 HD DVR's for a total of $70 every month just on equipment fees. Years later I can't tell you a single thing we miss about not having the Comcrap equipment. Well, one determining factory may be the On Demand feature or Pay-Per-View if you use either one but we rarely used the former and never used the latter so for us it wasn't a loss at all. Maybe more so for you though? The features & options we got from making the move have been priceless however. I 'source' most of media online for free anyway so this tool added to that makes for a VERY powerful and cheap setup.
We do use On Demand quite a bit, mostly for TV shows that we want to catch up on. I'm already an Amazon Prime member, and Hulu Plus should probably take care of the rest. My big issue is that my wife is kind of a Luddite, and technology needs to be dumbed down a bit for her to be comfortable with it, thus Comcast is the best current solution. Until is breaks, then it's up to me to get it working again.
https://www.ar-15.co/threads/120465-HDTV?p=1821421#post1821421
Turned off the satellite/cable and have been pretty happy with it all. I helped a friend cut the cord last week and get set up and he is happy as a clam.
We do use On Demand quite a bit, mostly for TV shows that we want to catch up on. I'm already an Amazon Prime member, and Hulu Plus should probably take care of the rest. My big issue is that my wife is kind of a Luddite, and technology needs to be dumbed down a bit for her to be comfortable with it, thus Comcast is the best current solution. Until is breaks, then it's up to me to get it working again.
My setup is wife, mother and house sitter friendly. A nice Harmony Logitech universal remote goes a long ways in that area. Made that move many moons ago and now if we change provider or whatever I can setup the remote the exact same way so she doesn't miss a beat.
Contacted Comcast to get a quote, nothing signed yet but they sent a service guy out to start the install. WTF, wife is dealing with it. Maybe Jer can install his dream system in my house for a fee.
Losing Direct TV and putting all service on Comcast which was just used for internet the last 5 years.
So I called in and navigated the phone maze again. They claim the tech was out and put the filter on out at the pedestal, which is highly unlikely as the neighbor's dog would have made a helluva racket when it ate him (she's a sweetheart 165 lb Rottweiler, but I wouldn't want to go in their back yard without knowing her first). This would explain the internet issues, which started yesterday afternoon. We now have a tech scheduled for 7-8 am Thursday for the internet issues, so we'll see what happens. [russian roulette]
Contacted Comcast to get a quote, nothing signed yet but they sent a service guy out to start the install. WTF, wife is dealing with it. Maybe Jer can install his dream system in my house for a fee.
Losing Direct TV and putting all service on Comcast which was just used for internet the last 5 years.
I could but it's time consuming so you'd probably be better off investing some time into Googling with the items I listed and getting it up and running yourself. It's not rocket science really it will just take a fair amount of time to get everything running smoothly.
USMC88-93
01-27-2015, 16:55
So I called in and navigated the phone maze again. They claim the tech was out and put the filter on out at the pedestal, which is highly unlikely as the neighbor's dog would have made a helluva racket when it ate him (she's a sweetheart 165 lb Rottweiler, but I wouldn't want to go in their back yard without knowing her first). This would explain the internet issues, which started yesterday afternoon. We now have a tech scheduled for 7-8 am Thursday for the internet issues, so we'll see what happens. [russian roulette]
"Can you get all theis X1 stuff working while you are here?" and watch the life suck out of him.
Honey Badger282.8
01-27-2015, 17:00
For those less tech savvy there is another option. Most of the big cable networks offer Season Pass' through a variety of providers like iTunes or Amazon. I have about 10-12 shows that I watch through the year and I can buy a season pass for all of those for about what it would cost for two months of Directv. The only reason I haven't done this yet is because I need DTV to watch Broncos games in Virginia, that won't be an issue soon though.
"Can you get all theis X1 stuff working while you are here?" and watch the life suck out of him.
I'm guessing if he can resolve the signal quality issues between the pedestal and the house, the issues with the X1 will probably mostly be resolved as well. We only have the 1 DVR, no satellites at this point, and if the X1 issue is a signal problem as has been mentioned, we SHOULD be good to go. I'm not going to have time to suck the life out of him, just want my internet (which was working perfectly prior to yesterday (108 down, 12 up)fixed. If I still have X1 issues, I'll probably return the box and get a cable card and build my own setup, and save the monthly rental charges.
I have comcast for internet only... I've given up on them years ago but they are the only company in my area that seem to have the speed I need. Don't need phone, don't need TV, etc. Only need internet. A quicker speed for music/movies/games...
Every year at least twice they try to jack my bill up. Every year I have to call and fight with them about it. I have yet to ever get a decent answer as to WHY the bill goes up (even when I talk to management). I'm supposedly paying for the 10mb service but when I run speed tests, it barely registers even 5mb. It's never their fault and all the equipment is working fine. After numerous repeated attempts at contact, managers, hard starts, etc... I've just given up. I pay for a service I don't get and there doesn't seem to be much I can do about it. I still call and fight several times every year when they try to jack it up, but... grrrr.
Ok, done with my rant. lol
Thank you, NEXT?!?!?!
Well Comcast came out and set up Xfinity for the TV without a contract. I'm saving good $$ by dropping DTV. The tech found the recently installed cable from the street was corroded and causing a problem. So far the internet speed went up but it always did when they dicked with it on there end. End of the month is the time it always dropped considerably. We'll see if they got it right this time.
Well Comcast came out and set up Xfinity for the TV without a contract. I'm saving good $$ by dropping DTV. The tech found the recently installed cable from the street was corroded and causing a problem. So far the internet speed went up but it always did when they dicked with it on there end. End of the month is the time it always dropped considerably. We'll see if they got it right this time.
Do not believe that there's no contract. They don't require you to sign anything- when they have you on the phone, they'll take anything you say ("how about I save you $40, right now?" or "I can take $40 off,") and claim it's a contract. If the person you're speaking to logs anything in the computer, you're on the hook for 2 years.
Do not believe that there's no contract. They don't require you to sign anything- when they have you on the phone, they'll take anything you say ("how about I save you $40, right now?" or "I can take $40 off,") and claim it's a contract. If the person you're speaking to logs anything in the computer, you're on the hook for 2 years.
Speaking from experience, you have to do an IVR or online verification on Comcast residential contracts or the install will be cancelled by the billing system. (at least with over the phone sales) Sales rep will transfer you to an automated line to complete it typically. It is very similar to the verification you have to complete for porting in a phone number.
The wife confirmed that no contract was in place and we can cancel or change our plan at any time. This was documented and should be logged as well. I don't see how they can twist it around...but who knows what evil lurks within these communication companies.
ChunkyMonkey
01-27-2015, 23:18
I went with slower DSL because Comcast is an anti 2nd amendment and obsoletely disgraceful -- they actually put a collection on my credit for no reason whatsoever while I was still their customer running on 8 years. Idiots couldn't tell me what the collection is for but cannot remove it.
Stay away from Comcast at all cost
Sent from my iPhone using Tapatalk
electronman1729
01-27-2015, 23:51
Just throw your TV away like I did 4 years ago. It will change your life.
Speaking from experience, you have to do an IVR or online verification on Comcast residential contracts or the install will be cancelled by the billing system. (at least with over the phone sales) Sales rep will transfer you to an automated line to complete it typically. It is very similar to the verification you have to complete for porting in a phone number.
They didn't do that with me. Three months before my 2-year contract expired, I called to set an appointment with a tech because of issues we were having with On Demand and our internet connection, and I mentioned Centurylink was in our neighborhood offering some really good deals. The woman simply said, "Well, how about I take $40ff your bill, right now?" There was no mention of a 2 year contract, no mention of the word "contract" whatsoever.
ANADRILL
01-28-2015, 10:37
Sounds like my rant with ADT..
I went with slower DSL because Comcast is an anti 2nd amendment and obsoletely disgraceful -- they actually put a collection on my credit for no reason whatsoever while I was still their customer running on 8 years. Idiots couldn't tell me what the collection is for but cannot remove it.
Stay away from Comcast at all cost
Sent from my iPhone using Tapatalk
I noticed you didn't mention the company providing the DSL. My guess is they're not known for amazing customer service/support either. It's pretty hard to find a company that is in the ISP game unfortunately. I hold my nose and pay my bill each month for the fastest & most reliable service and pray to god I never need to call them for anything. So far so good.
SamuraiCO
01-28-2015, 13:32
Same here Jer. Can't believe how slow improvements have been made in provider choices. Verizon keeps telling me they are working on fiber network but I think their R&D is all in their cell phone technology.
Update: Comcast tech comes out this morning, is on time, speaks english, and agrees with me that the problem is NOT a failed X1 self install. Checks signal at at the drop coming into the house, it's bad. Drives around the block, goes in the neighbor's back yard(minus Rottweiler, she went to work with her mom), checks signal at the post. Also bad. Really Bad. Escalates the service order, should be fixed by the time I get home. His opinion was that there was a bad amplifier somewhere upstream.
ETA: The tech actually said "By the end of the business day"...Which apparently is until 2130. Still no internet at the house.
trlcavscout
01-30-2015, 12:03
They didn't do that with me. Three months before my 2-year contract expired, I called to set an appointment with a tech because of issues we were having with On Demand and our internet connection, and I mentioned Centurylink was in our neighborhood offering some really good deals. The woman simply said, "Well, how about I take $40ff your bill, right now?" There was no mention of a 2 year contract, no mention of the word "contract" whatsoever.
Century link did that to us with a one year DSL contract. Then they wouldn't even help me get the service working after they told my wife to go buy a modem because they didn't have an office close. They refused to send a tech out and kept telling us to call netgear for help because it was their modem. Unfortunately DSL is the only service I can get here so I am stuck with the shitty service.
trlcavscout
01-30-2015, 12:05
Same here Jer. Can't believe how slow improvements have been made in provider choices. Verizon keeps telling me they are working on fiber network but I think their R&D is all in their cell phone technology.
which in my area has gone from first to worst, a year ago I swore by my verizon iPad and cussed my sprint iPhone, now I use sprint more because of better service.
Update: A different Comcast tech came out Friday. Turns out, he's a customer of mine from way back. He plugs his meter in, no signal. Goes out to the drop, horrible signal. Replace both ends on the drop cable, and the splitter on the side of the house. Bingo. He informs me I need to replace the old RG-58 cable inside with RG-6, as the X1 stuff hates EM noise, and RG-58 doesn't have adequate shielding. I'll probably do that at some point, as well as pulling some CAT5 to connect the TV downstairs to the network. For now, everything is working ok. Now, to deal with billing! [ROFL1]
USMC88-93
01-31-2015, 15:44
Update: A different Comcast tech came out Friday. Turns out, he's a customer of mine from way back. He plugs his meter in, no signal. Goes out to the drop, horrible signal. Replace both ends on the drop cable, and the splitter on the side of the house. Bingo. He informs me I need to replace the old RG-58 cable inside with RG-6, as the X1 stuff hates EM noise, and RG-58 doesn't have adequate shielding. I'll probably do that at some point, as well as pulling some CAT5 to connect the TV downstairs to the network. For now, everything is working ok. Now, to deal with billing! [ROFL1]
Yep it is RG-6 or bust for the most part I should have mentioned that. But than how do I explain how ancient apartments pre wired with RG-59 manage to work. Next new thing that comes out will probably want RG-11 tap to television (ha-ha). (There is actually a Fiber to the home subdivision being built in Erie.)
Yeah, I'll probably do that at some point, but the wife is going to raise holy hell when I tell her that it has to go up the outside of the house and through the siding to get into the office...[hahhah-no]
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