06-28-2012 01:19 PM
A few days ago, I posted a question and comments about a channel in the San Francisco Bay Area that recently moved from the Preferred tier to the Starter tier gmc ( Gospel Music Channel) it is a family friendly channel of sitcom repeats of the 1980's and 1990's and some original programming for the channel. My DCT box is able to receive it but the DTA boxes do not. While I realize the DTA boxes are not as advanced to receive programming as a DCT does in the past when programming has moved from a higher tier to a lower tier the DTA boxes were able to tune in the channel if the codes are done correctly, Basically gmc moved to the Starter package and most Starter package channels are tunable with a DTA box with the exception of Music Choice.
Here is my question. For the sake of conversation if the DTA box was not authorized to receive this channel it would not exist on the boxes’ internal mapping that is channel 482 would just skip over to the next tunable channel. In this case when channel 482 is entered or if I advance from an authorized Starter tier channel to channel 482 all I get is a black screen and the word "Gospel 482"
Since the DTA boxes say this it means it is somehow mapped for the Starter package and authorized. Calls to Comcast overseas reps yielded a "sorry for your inconvenience", a refresh signal, and still no picture for this channel. The next suggestion was to send out a field technician which would do no good other than a replacement of two new working boxes for a reconditioned one and a fee for the call tacked on to my next bill. Before posting this message I read a comment about a question that a Comcast technician posted (Comcast Nick) about a customer that downgraded a package and was still receiving channels not authorized for that package that went something like this....."
"The equipment is coded to only receive those channels. If they are not coded correctly, or the codes are removed, then the equipment will be unrestricted.
It sounds like those codes never made it on to the equipment. In the near future, the computer system will likely catch it in an internal audit ........"
If I were to take this comment but in reverse for my situation I would have to say there was an error in the code that authorized the DTA boxes to receive gmc and once the internal audit is done the computer system will catch the error and most likely fix it and authorize this channel.
I will see what develops in the next few weeks.
06-28-2012 01:33 PM
the dta boxes only receive limited channels. If you want music choice you need to rent a digital box. even if the dta is able to receive higher level channels comcast restricts the access because they are boxes that convert a digital signal back to an analog signal. that is the reason you get it on your dct box and not your free dta.
06-28-2012 02:38 PM
Sevebp wrote: ... when channel 482 is entered or if I advance from an authorized Starter tier channel to channel 482 all I get is a black screen and the word "Gospel 482" ...
Since "rog286713" doesn't seem to realize that GMC is not a Music Choice channel, I think you can safely disregard his comments.
I agree with your idea that the fact that the DTA allows you to select the channel means that it is authorized. The black screen is puzzling. Usually DTAs display some sort of "Service Interuption" screen when there is a signal problem. Since you're not seeing that, I suspect that Comcast has something configured incorrectly.
I doubt if Comcast Nick's remarks apply to the codes on customer accounts. My guess would be that the problem, whatever it is, is deeper in the system than that.
An email to the Comcast Cares group is probably your best bet. Good luck, and please keep us posted.
06-29-2012 12:43 AM
Thank you Rog and Bruce. I tend to be very wordy in my explanations so I can understand the confusion the reference to Music Choice was an example to compare what the DCT box is able to receive in comparion to the DTA boxes and functions.. In the past when other channels moved from Preferred to Starter ( Movie Plex, BBC America and H2) there was not problem. They worked with both the DTA and DCT boxes as they were part of the Starter tier. The thing that puzzles me is when I tune to the channel it says Gospel 482 again if the channel was not tunable or available the DTA would just skip over the channel.
Who are the Comcast Cares group ? Are they local technicians or corporate experts and how do I contact them?
Thank you in advance Bruce W.
06-29-2012 07:03 AM - edited 06-29-2012 07:13 AM
Sevebp wrote: ... Who are the Comcast Cares group ? ...
It's a Comcast group that steps in when a problem goes unresolved. The group takes whatever action it deems necessary to address the issue. This usually means "encouraging" employees of the local system.
To contact them, send an email to: email@example.com
Your full name
Account phone number and best number and time to call
A description of the problem and a link to your post
They still might want to send out a tech. If a tech can fix your problem, then that's not so bad. If he can't, then Comcast has no cause to bill you for the attempt (plus they owe you $20 for the failure).
Please let us know what happens.
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