Channels and Programming

[eschaefer]

Two years later, the summer Olympics roll around...

I am having the same issue as everyone else in this forum had.  When I attempt to register for Live Extra, I am told that I need a TV subscription, when I DO have one.  It seems this forum was successful at solving the issue previously.  Any chance you're still around to help?

[Xylito]

Me too! Same problem. I have spent countless hours over the past week trying to resolve this with Comcast, through both telephone support and text chat. I have paid access to MSNBC and CNBC and have the cable box that they require. I spent just over 6 hours "working" on a resolution in chat support yesterday. NBC support is also looking on their end. My problem is EXACTLY the same as what is described by the people above and know matter what I do, or on what machine, iPad app, android app, etc it takes me to the same screen telling me that I don't have a subscription. I was even able to get the chat support agent to verify that I have all of the required components on my account and they too were unable to login using my username. What gives? I signed up for Comcast cable Solely to gain access to the nbcolympics web content. I can't help but feel like this is a scam. It's almost as if the agents at Comcast have never heard of the nbcolympics website, despite the fact that it is heavily advertised and was around for winter Olympics too. False advertisement, perhaps? Hopefully George is still around here? Thanks.

[JayInAlg]

George is long gone, so any issues with the 2012 Olympics have been split to a new thread.

[Xylito]

Thanks. Hopefully there is a new George available. Can you provide a link to the current thread?

[JayInAlg]

This will be it, there is no other thread for 2012.  Expect alot less Comcast involvement these days on the forum.

[Xylito]

Ok. Thanks. Any idea why? This seems to be a big problem that is obviously affecting other customers. NBC is so far much more proficient and troubleshooting and responding than Comcast, at least in my case. I baffled as to why the left hand can't communicate with the right hand. Here we have paying customers who have been sold a service and promised a package that can't be delivered. It sure smells funny to me.

[eschaefer]

Somehow, someway, my issue got fixed.  I guess I'll never know exactly how.  The last Comcast representative I spoke to said my issue had to be "escalated" (she herself was already an "escalation").  I didn't hear back for a week.  Tried again a couple days ago and it worked.

[Xylito]

That's promising that your situation is resolved! Great! At least that shows that someone at Comcast has the ability to do it. Now we just need to find that person and have them communicate the problem within Comcast tech support so the rest of us don't have to start at square one every day with a new tech who has never heard of the issue.

[Xylito]

I suspect that the problem here is actually a ploy by Comcast to try to sell upgraded packages via the failed access link. When I follow the "subscribe now" button that appears on the failure page, it takes me to a shopping cart to upgrade to a higher level of cable service, despite the fact that I already have the required MSNBC and CNBC channels in my paid lineup.

[Xylito · Accepted solution]

Well, my access now works. If you have experienced the same problem, my advice is to stick with it and work hard to get your concern escalated to the top tier (which requires first convincing the lower tier agents to submit a ticket to the higher tier). In any event, I am still very confident that the issue is that Comcast makes every effort to get customers to upgrade to a higher level of service as part of the authorization process, even though according to NBC, as long as you have MSNBC or CNBC in your channel lineup you are eligible. In my opinion this is the worst possible way to get customers to back your product. Still, it can be resolved so stick with it and they will fix it for you. Regards.