02-22-2011 05:42 PM
Ok - we have been without OnDemand now for going on 3 weeks. Wait - it has been 3 weeks, my wife informs me - because of how many NCIS she hasn't been able to see.
We called only once. They informed us of outage problems in the area. We have done absolutely nothing inside or outside our home, or to anything hooked up to or attached to any of our comcast owned or rented equipement. One day it was working, the next it was not.
This is getting pretty ridiculous. I am tired of paying for a service that isn't there....
I only called the one time, because recently, I have been seeing Cable sub-contractors working on the lines in and around my neighborhood.
If there is an issue - let us know! Tell us - "Hey - you are going to be without OnDemand for the next 3 weeks. So sorry - here is your refund or credit for the loss of your programming."
Like that is going to happen. I know Comcast prides itself on customer service, but a broad outage is not like something they want to refund an entire neighborhood for. I think money is the factor behind the lack of information.
If anyone has any thing they have done to self correct or any of you reps or techs can help - please do. Tired of reading the "Send Signal - come get a new box" threads. I pay for the box. I rent the box. Why not bring me a box. I dont want to drive 35 miles to a town I have no need to go to, just to get a replacement toa pioece of property that I rent form you that is not working.
Anyone - I know most of this is a vent in frustration, and I am truly sorry to the techs that HAVE been helpful.
I'll call tomorrow if nothing changes. But I will demand a refund for the past weeks that we haven't had OnDemand.
02-22-2011 05:43 PM
Comcast must know it has a serisous problem, this board is entirely full of Error 7 threads! Just think of all the people that don't read forums or aren't internet savvy!
Own up Comcast!
02-22-2011 08:30 PM
I found this regarding Error 7.
Error 7 indicates a weak or degraded signal going into the Set Top Box. This error message is generated when there is a loose or bad connection going from the wall jack to the back of the cable box.
Power-cycle the cable box. This is done by unplugging the cable box. Once unplugged take the coaxial from the back of the STB as well as the wall jack, inspect the coax cable and make sure there is no physical damage. Check the center conductor, the middle pin at each end of the cable to make sure it's not bent and that nothing is touching the pin. Once inspected push center pin in wall jack as far as it will go then screw to tighten. Make sure you reconnect the cable to the Cable In/RF on the back of your STB.
If this fails to resolve the "Error 7" message your degraded signal is more than likely coming from the outside.
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02-22-2011 09:06 PM
Queen... Thanks you, but as I said... we did nothing nor added anything nor touched anything or bumped anything nor survived an earthquake or tornado.
...and due to power outage from me blowing a fuse 3 days ago, consider the unit power cycled also. Took me more than an hour to go to hardware store to replace the fuse.
I appreciate the responses on your behalf and that of Jay also. Will keep this post refreshed and alive til something changes/happens and will let everyone know.
02-22-2011 09:20 PM
Here is two things that I'd like you to check on your box.
With the Comcast remote turn off the box, and withing 2 seconds press "OK"
the diag menu will come up.
Arrow down to d03 OOB status, press OK, and check the following which should show YES or GOOD
Carrier lock : YES
EMM Data: YES
SNR should be around 20 and show GOOD
AGC ammount doesn't matter much, but should show GOOD
Then back out of the d03 menu and go to d16 interactive status and press OK
It should show a IP address on the IP address line
Error 7 usually means the box has no IP address, and numerous issues can cause that, including rebooting the box, poor signal or issues at the headend.
Please share if the box has a IP address and the OOB stats show GOOD
02-23-2011 05:48 PM
Ok - so here goes...
02 was OOB Status... it showed the folowing
DATA * SNR 20dB GOOD
EMM DATA *
CARRIER LOCK YES COUNT 2
HUNT MODE NONE
CUR FREQ 75.25
EMM PRVDR ID 0X0001
O3 was IN BOUND STATUS
CARRIER LOCK YES
PCR LOCK YES
SNR 40 dB GOOD
MODULATION MODE QAM 256
SHORT TERM ERROR COUNT 00000
LONG TERM ERROR COUNT 04979
TUNED FREQ 537.000
05 was Unit Address
(under this was MULTI CAST) this was a scrolling display of numbers most of which were zeros
then 12 was INTERACTIVE INFO
UPSTREAM ID 0X0000
DOWNSTREAM ID 0X0000
MAC ABORT CNTR 0000
HOPE THIS HELPS MY CAUSE!!!!!!
02-24-2011 10:08 PM
So it is confirmed that your box does not have a IP which error 7 means. Yours shows 0.0.0.0
Please unplug the box one more time for a couple of minutes, then plug in and wait an hour.
Then please post if the On Demand works or not.
I will again share this with the Comcast Cares Team to decide on the course of action to take, if it's a signal issue (doubtful), hardware, or account issue.
02-25-2011 08:21 PM
Our engineering team is investigating. Please give us a few days to circle back to you. Apologies for the inconvenience.
02-26-2011 10:10 AM
Did as you asked. Nothing again. I have cycled the box at least 5 times now.
I turn power off, then unplug power cord. Let stand for at least 30 minutes or more. Plug back in. Turn on. Then waited at least an hour before trying to access OnDemand.
Still Error 7
OK - signing out to juggle the pros and cons of switching to CenturyLing DSL with Direct TV free HD for life...
This is ridculous. I am being asked to pay for this... I actually at this time right now can't stop giggling. Too absurd. Because I just now had a Comcast cutomers cares commercial on the set beside me... lol too funny. Comcast cares about its customers money. Which is a good thing in and of itself. They just sometimes drop the ball with remembering why we give them the money in the first place.
02-26-2011 10:50 AM
Ok - so you can see me venting and posting before I have a chance to calm down. Sorry for that. But let's hope this gets resolved soon. Resolved meaning....
1. OnDemand restored.
2. Some type of refund or suitable gesture on Comcast part for the lack of services
03-16-2011 12:05 PM
Hi Jay - I've received follow-up from our Engineering team:
The MAC address doesn’t appear anywhere in any VOD back office equipment. Basically the failure is happening before it even gets to the headend and the box is generating the error or the MAC provided isn’t correct. If it’s happening before it gets to the headend we should take a look for an RF issue. Also, where it says unconfig seems to be an authorization issue or that shows when the box hasn’t had good RF to be able to establish a lock. So, basically this really seems to be an RF issue to me. We might want to sweep for ingress and I’d definitely like to see the levels at the tap, ground block and box..
I'd like to have an advanced tech out to look into this. Please let me know a good time.
02-28-2011 09:37 PM
Been three days not a word or email or phone call...
DO YOU PEOPLE SERIOUSLY WANT ME TO REMAIN A CUSTOMER?????
The lack of attention or concern is seriously depressing... If this case has been upgraded, I would hate ot have it remain as a normal service case... you people just plain suck.
Direct TV where I am gonna get my TV from now on...
in fact - I think im just gonna do THIS version of triple play - lol... CenturyLink
seriously pi$$ed off soon to be ex-customer who gave you the benefit of a doubt for over 3 weeks now for crying out loud... you suck so bad...
we had been loyal customers for years and years....
haha - profanity filter made me reword this post 4 times...
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