A few months ago, the motherboard on my DVR died. No big deal, this happens to electronics from time to time, so the local Comcast office just swapped it for another of the same model. At first, it didn't receive all of the channels that were on our subscription, but after a couple of calls, and resets, and codes sent, and so forth, the rest of the channels appeared properly.
However, the remote tuning features that I had previously used from the web page and my iPad no longer functioned. I have been trying to get this fixed ever since. Repeatedly I was told (via phone and online chat) to turn the system off overnight, leave it on overnight, leave the system and TV on overnight, turn the system and TV off overnight, unplug the system, and various combinations of unscrewing and tightening cords and cables. Finally, after the most recent chat and series of unsuccessful codes being sent, they decide to send a technician. Well, I figure, being a computer tech myself, sometimes you just have to be there in front of it. The visit was scheduled between 5 and 7 tonight.
As you might guess, since I am writing an unhappy message here, the technician never showed up. When I called, they claimed that "the system" indicated that someone had called me (they had not, only the automated appointment confirmation call) and that the issue had been resolved (it had not, and is still not). The representative on the phone allowed how this might have been an error. Never the less, I had taken time off work to come home early so I would be sure to be here for the full block of time, and we had postponed dinner so as not to be interrupted in the middle. And, Comcast's offer for compensation of this ongoing farce? $25 for the missed appointment that "might" have been their fault.
I don't often need to access Customer Support, as being a systems engineer I can usually troubleshoot any network issues, and I don't often have problems with the IP phone or digital television. However, this chain of errors is becoming quite annoying.
I was thinking about adding the new alarm service, but now I'm wondering if I even want to keep the Triple Play package. AT&T U-Verse is starting to look better and better. I may have to think about terminating this service when this month is up. I mean, seriously, it would have cost them nothing to make me feel like my patronage was still valued by just throwing some free service at me, but they didn't even offer. Just a practiced "I do understand your frustration."
Thanks bunches.
