15 1/2 hour appointment window Comcast WTFF rant...

[TFOGGER]

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....

[blacklabel]

My wife works for Comcast and refuses to migrate to X1. Prepare for constant outages.

[cableguy11]

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]

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.
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[sniper7]

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.

[00tec]

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.

[02ducky]

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]

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.

[00tec]

Fogger, what is the issue you are currently experiencing? Still the local channels?

[USMC88-93]

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.