06-19-2012 08:47 PM
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."
06-19-2012 09:53 PM
you're problem is your set up still recognizes the old dvr in your system.
I assume you are in a motorola market as that is where the service works. go to your box menu if you see remote set up there delete it.
click the tv tab top of this page, on the next page scroll to the bottom and you will see a littel wheel click that, on the next page under dvr's and cable boxes does your new box appear there? if not you need to call comcast and make sure they have the right box on your account. if it does redo your set up for my dvr manager.
06-19-2012 10:38 PM
I appreciate the time you took to post a suggestion. That is one of the many procedures that they already took me through. I stopped the service and then waited the seemingly universal overnight period. The unit did not subsequently appear as being controllable.
The unit is indeed a Motorola DCH3416. One of the things that makes this even odder is that on the DVR Manager page <http://xfinitytv.comcast.net/mytv/dvr>, the unit shows up, it shows how much hard drive space is left, and it shows the scheduled recordings <http://home.comcast.net/~carter.bruce/images/upsta
On the Manage Cable Boxes and DVRs page <http://xfinitytv.comcast.net/mytv/cable-boxes> it shows up as not being available for TV control <http://home.comcast.net/~carter.bruce/images/manag
And, while the other DVR and the other tuner show up in the pop down menu you mention, this unit does not.
However, I am more than willing to try any other suggestions.
06-24-2012 03:46 PM
Original poster following up. I've turned 180 degrees around on this issue. When the techs showed up for the Friday appointment right at the beginning of the time block, I was hopeful that the situation might be fixable. I have to give these guys credit, they tried EVERYTHING, replaced the box, replaced several connectors, went up the pole several times, sent a bunch of codes, and it looked like we were still doomed to failure. But, one of the guys said he was going to try one last thing, and it wouldn't take effect until the call was "closed" at the end of the day. They left me their boss' card along with apologies that they were not sure that what they had just tried would fix the problem.
However, happy days, everything works now! Whatever they did, or some combination of what they did, fixed the issue and now everything is functioning properly. And, it might be just wishful thinking, but the picture seems better too.
I don't have the name of the two technical guys that busted tail to get this working again, but I will definitely be calling their boss on Monday to let him know that he has a couple of ace troubleshooters there and that I appreciate their extended effort. As I have noticed before, the people with their boots in the dirt are the ones that work the hardest to get the job done. Thanks, guys, and I mean that sincerely this time.
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