This has taken 45 minutes so far. Tried to call, but 'overwhelming' load of calls kicked me out. Have had comcast six days...three physical visits and thirty two phone calls later, and its still not working...
Sanny Jay: Hello John, Thank you for contacting Comcast Live Chat Support. My name is Sanny Jay. Please give me one moment to review your information.
John: My Issue: I have the HD DVR package and all the premium channels...is On Demand an *additional* charge???
Sanny Jay: Thank you for bringing this to our attention. You've reached the right department. I'd be happy to help you with your inquiry.
Sanny Jay: Wow! That's a great choice. I will certainly look this for you, John.
John: What's a great choice?
Sanny Jay: The cable services you have now is really a great choice.
Sanny Jay: i know you will definitely enjoy the service.
John: Thanks. When I try to watch a show on HBO On Demand, it says I have to purchase it. Is On Demand an additional charge?
Sanny Jay: I'll check that on your current services, John.
Sanny Jay: John, I am so glad to inform you that on demand is part of the package, you don't need to pay an extra amount for it.
Sanny Jay: But in that case, since it's an HBO, you need to purchase HBO channel first to view on demand shows in that line up.
John: I have HBO, Cinemax, Starz, and Showtime already.
John: When I tried to watch a show on HBO On Demand, I had two choices...cancel or purchase. If I already have HBO and the rest of the premium channels, why is it asking me to purchase?
Sanny Jay: I will still verify that on my end and update your account, alright?
Sanny Jay: To do this. May I please have 2-3 minutes of your time to check some details on your account
Sanny Jay: ?
John: Yes.
Sanny Jay: Thank you so much, John.
Sanny Jay: I appreciate your patience while on hold, I am still working/checking on your query. Please give me another two minutes for this, would that be okay?
John: Yes. I have not had Comcast for a whole week yet, and have had three physical visits by technicians and numerous phone calls for service. I really need to get this working, or I will need to switch to a different service.
Sanny Jay: Can you please go to on demand and please select Premium channels folder, John?
John: Yes...its in another room, so let me go do that and I will return.
Sanny Jay: I see here on your account, John that there are no premium channels listed.
Sanny Jay: We need to add up first the premium channels for you to view the on demand.
John: I had them yesterday. If the technician that came out today screwed that up, I will cancel the service tonight.
John: I have HBO right now, but have not checked the others.
John: I have the four premium choices I ordered...HBO, Starz, Showtime, and Cinemax. All seem to be working.
Sanny Jay: HBO On Demand is located in the “Premium Channels" folder on the On Demand menu, John. Please verify if the content is in that folder.
John: Yes...the content is in that folder. As I mentioned, when I try to select a show, it asks me to either cancel the order or purchase it.
Sanny Jay: I will be performing a quick diagnostic on your services, a system maintenance check to ensure that your services are working properly.
Sanny Jay: First, joseph, can you please check if all cable wires are tightly and properly connected from the main line down to your box then to your TV set? Then, check also if cable wires are not frayed or damaged in any sense.
John: I'm John.
Sanny Jay: I'm sorry for the typo error, John.
John: Are you asking me to check the wires? Your technician was out here this morning BECAUSE OF the On Demand not working. Everything is in perfect condition, as it is not even a week old.
Sanny Jay: Alright, I will feed the box with the signal now.
Sanny Jay: For me to ensure I will be working and checking on the right box, may you please provide me with its serial number? It is located at the back or at the bottom of the box and it starts with one of the following letters: M, P, S, T, or G.
John: Give me a minute...
Sanny Jay: Okay, no problem John.
John: M****************
Sanny Jay: Thank you so much.
Sanny Jay: Let me now resolve your cable issue. I will need your cooperation while we do all the necessary troubleshooting. We will make sure we do all the necessary steps to complete the resolution process.
Sanny Jay: Please make sure that the box is on and is securely connected to the outlet at the moment and do tune in to channel 3 or channel 4. That way the box can communicate with the system on my end.
Sanny Jay: I will feed the box with the updated program now. Please expect that it will take 2-3 minutes for it to be fully reloaded with the updates.
Sanny Jay: Please make sure, John, that the box is turned on. Thank you.
John: Everything is on.
Sanny Jay: Thank you so much.
Sanny Jay: I will feed the box with the updated program now. Please expect that it will take 2-3 minutes for it to be fully reloaded with the updates.
Sanny Jay: Please validate if there are any progress with the box.
Sanny Jay: Is the "About On Demand" the only folder that you are receiving, John?
John: Let me check.
Sanny Jay: Okay, John. thank you.
John: No...there are 22 menu choices, just like earlier.
Sanny Jay: Okay, I will update on my end.
Not sure if the end is in sight...
