XfinityTV and Equipment

[jt37243]

New subscriber here fron Dish Network. After getting Comcast installed and using it for 1 week the New DVR conked out so I used the Online and then phone support about DVR recording issues. Even if you have the DVR set to record only "NEW" Episodes of a show it will record all shows unless the show says "REPEAT" under the info button. This causes the DVR to fill up and not record the other shows. For example I want to record Myth Busters "New Shows Only" the DVR will record any and all episodes multiple times. Even if you delete a episode it recorded on Monday to the DVR will try to record that episode again when it replays again later in the week. It seems like every morning you have to turn on the TV and delete all recorded episodes to make room for the correct ones later. Does anyone else have this issue????

[northrim]

Same problem here.  There has always been a problem with the DVR recording any show not specifically labled "repeat" but the number of recordings were relatively low.  All of a sudden I have dozens of old shows being recorded.  I have to spend time every day deleting unwanted shows.  I also have to make sure the recoeding of the old shows doesn't interfer with the recording of the shows I really want.

I've also had the problem (on and off) of the DVR recording something late at night and never stopping.  I'll notice it the next day and stop the recording and when I check it I'll see that it recorded a "show" for ten hours or more.

[WarEagle57]

---

northrim wrote:

 ...

I've also had the problem (on and off) of the DVR recording something late at night and never stopping.  I'll notice it the next day and stop the recording and when I check it I'll see that it recorded a "show" for ten hours or more.

---

That is possibly the following known bug:

The DVR records endlessly until all space is full

• Cause: The following conditions, in combination, are known to cause this issue:
  • A series recording exists for a program.
  • The DVR automatically scheduled a recording for the program but the recording was manually set not to record.
  • The same program was manually scheduled to record later. This recording will not end at the scheduled time, but continue to record until all HDD space is consumed.
• Remedies: Don't allow the conditions to occur by taking one of the following steps:
  • Don't manually set the earlier recording not to record.
  • Place another (series) recording at the earlier time slot and at a higher priority, so it is automatically recorded at the earlier time, while the other program is automatically recorded later.

[jt37243]

Yes this problem is horrible, I decided to quit Dish Network after 8 years with them to save a little money by signing up with Comcast. I think I made a big mistake. If I have to go thru my DVR every morning to delete shows I do not want. Lets just say I spend 1/2 hour a day doing this it is roughly 15 hours a month wasted doing what Dish Network, Tivo and Direct TV DVR's already do. Looking back thru these threads it seems that this has been a problem for many years. I probably will be going back to Dish Network just because Comcast's DVR's are not ready for the big boys.

[Arcanarose]

I too have this problem and it is because the DVR can't establish what is New or Old if the Guide does not specify it. I have several series recording's set up one of which is Criminal Intent. For the past 2 weeks there has been marathons on every Friday and I get tons of episodes recorded. This is a big problem as I also record Eureka on the same night and have run out of room and almost have not had it taped if I wasn't on top of it.

The DVR service is supposed to be helpful in taping the shows my family and I like to watch but now it's become a job to stay on top of it.

There are times when I've stopped a show from recording and come back the next day to see that it recorded. The Guide needs to have wether or not it is a New or Old show and most of the problem will be fixed.

[jossynana]

hey folks save yourself a lot of trouble buy a TIVOHD,,,comcast knows about this problem with they great DVR its the software not the machine itself......

I think it is awful how comcast wants to charge you for they dvr that doesnt work ,,save your money and buy your own dvr,,tivo is the best!!!!

maybe if everyone that is renting out the comcast dvrs would hand them back to comcast maybe comcast would get the picture!!!and get the software company to FIX THIS PROBLEM

Message Edited by jossynana on 07-14-2009 09:10 AM

[parker12604]

By doing a google search to figure out why my dvr is recording EVERY SHOW OF EVERY SERIES set up I discovered that it has been reported as far back as 2006 and is still not fixed, I'm new to Comcast DVR coming from DirecTV and boy am I sorry I made the move. This DVR is **bleep**! It is set to record NEW EPISODES ONLY but records every episode regardless. I am sick of having to tell it not to record shows from 2006, 2007, 2008, Which are all repeats(DUH). This week alone it is set to record almost 50 deadlest catch episodes, With there only being ONE NEW EPISODE PER WEEK!   It better get fixed soon or I'm outta here!

[Tario70]

1. What show?  Eureka (7-14-09 @ 17:00);  Deadliest Catch (7-15-09 @ 10:00 - 17:00)
2. What time?  Times are in Parenthesis above
   
3. What channel?  Eureka is 942, Deadliest Catch is Discovery HD (not theater)
4. Was this recorded on a DVR?  I've tried to stop it, but it appears I can only "not record" so many shows.
5. Which box are you using? This is important. Is the box a Motorola or Scientific Atlanta? Motorola
6. Is this intermittent?  It always happens to some shows, but this has certainly increased this week.
   
7. Was this a live event?  No, just NEW episodes
8. Any additional info you may feel useful?  Yes, this has been a constant problem that could be fixed quite easily.  Other DVR boxes have an option to record only "on this channel" & "at X time."  That would solve many of these problems.  It defeats the purpose of setting up a series recording if I have to check the DVR daily.

Hope that helps.

[cypherx]

I'm noticing a lot more problems for this whole week.  Mostly Discovery HD and TLC.  Some examples would be Deadliest Catch, Jon & Kate plus 8, Cake Boss.  On Bravo I see repeats of Real Hosewives/New York City, Top Chef.  I'm seeing lots of old Dog/Bounty Hunter on A&E HD on Wed, along with 2 (not 1) Tattoo Highway.  There's 4 old episodes of The Locator on Thurs Ch 117 WE, along with yet more repeats of Top Chef Masters Jon & Kate, Deadliest Catch, 16 & Pregnant (MTV), LA Ink, and Friday is a boatload of Jon & Kate episodes, all old ones from 2007 according to the guide.

Something got **bleep** up.  It always recorded extra stuff, but this week is really out there.  I have 16 recordings scheduled on Saturday alone, along with an old 2006 episode of Desperate Housewives on Ch 231 (ABC-D) at 11:35pm.  There's 24 scheduled recordings for this Sunday, and a lot is Deadliest Catch and Gene Simmons Family Jewels.

If it keeps this up, the puny 160GB hard drive will fill up fast and we won't get shows that we want recorded!  Also since simular shows are not put nicely organized into a folder, navigating the My DVR menu is cumbersome.

Please provide an update on this, we all would appreciate it. 

[parker12604]

I spent over an hour marking all the extra Deadlest catch and all the extra Food network shows not to record, Now this evening I go in and there all set to record again(?)UGH   It is recording all the old judge judy and peoples court, It is doing it to most of the recording I have set up. Is there any word on when we may be expecting a fix for this?

[jt37243]

Arggghhh. After talking with tech support they could not get the brand new DVR to work so they had me go back to the comcast office and exchange it. The service rep at the office said this is their latest and greatest model. She did not have another one to give me so you gave me the last generation hd/dvr. It worked exacty the same as the other model recording every episode new, old, blah,blah. After turning on the tv this morning and watching tv all day long due the the heat today in the central valley of California. The remote stopped responding to the DVR. I could controll the TV but not the DVR. The picture eventually locked up and froze. The remote would not controll the dvr and the buttons on the front panel would not work. So I unplugged the dvr as requested by tech support. It works for about an hour and then the same thing happens again. Tech support tried to send a reset signal but could not do it. They told me to bring the box back again. WHAT!!!!!!. After this phone call, called Dish back they more or less gave me my old service back with a big discount since I was with them for 8 years. Comcast internet is Awesome, On Demand is awesome but the HD/DVR service is pathetic. 1 week with comcast 2 boxes failed HD/DVR goes crazy. I am done with Comcast cable.. Good luck

[jaybeaux]

---

parker12604 wrote:
By doing a google search to figure out why my dvr is recording EVERY SHOW OF EVERY SERIES set up I discovered that it has been reported as far back as 2006 and is still not fixed, I'm new to Comcast DVR coming from DirecTV and boy am I sorry I made the move.

---

I hear ya brother. I did exactly the same thing. Despite some posts by Comcast employees there is no fix for this issue and my prediction (based on my dealings with Comcast so far) is that there never will be. I still have my DirecTV box and I'm probably going back.  

[mg2x]

This is reply I got from their email help center (along with a $14.95 credit)

Thank you for your message.  I apologize for the inconvenience, Comcast
cannot control the guide information you see and that the DVR uses. 

The guide information is provided by each station to TV Guide and then
to your cable box.  This is the same information you may see in the
printed TV guide or on online listings that also use the TV Guide
service.

While we realize that this may impact the use of your DVR, it is beyond
our control.  As Jordan mentioned, the DVR service depends on the
information from the guide and its accuracy.  Some broadcasters do share
"New" or "Repeat" information, others do not. 

 Personally, I think that's a bit of a crock.  Comcast could lean on their provider if they cared at all about their customers.

[Tario70]

mg2x,

  this all could be solved with a simple firmware update that would allow me to choose the option of only recording at the specific day & time.  It does allow me to choose the channel, but not the day & time & other DVR's allow this. 

  That would fix the problem with Comcast still being able to cling to their BS explanation.

[TsunamiSmiley]

Scheduled recordings

Click <OK>

Click <DOWN>

Name of previosly watched or rerun show

Click <OK>

Click <RIGHT>

Setup or cancel recording

Click <OK>

Click <DOWW>

Click <DOWN>

Click <DOWN>

Don't record

Click <OK>

Click <LEFT>

go back to previos screen

Click <OK>

For the next 3 days (Wed, Thu, Fri) I had to do this entire process 41 times!!!  Lets do the math here....41 shows that SHOULD NOT be recorded times (X) 11 clicks per show = 451 button clicks!!!!   I stopped because my thumb was tired. 10 months of my promotion left then Goodbye comcast and hello Verizon...their DVR can't possibly be any worse.

I still kick myself for getting rid of my TIVO to save a few dollars.

Maybe I can find a lawyer who could sue Comcast for me when I develop Carpal Tunnel Syndrome from erasing all these shows...

[writermom1]

Same here and it JUST started.

Apparently they HAVE gotten better at adding more complete info to epi descriptions but in the absence of those two simple words "new" v. "repeat" the DVR just doesn't know what to do!

Imagine having an entire DVR full of Hannah Montana for a moment? 

And Heaven Forbid you had set to record Law and Order! That show runs 24/7 SOMEWHERE. 

Looking at my scheduled program I had anywhere from 44-60+ episodes of a variety of programs set to record EVERY SINGLE DAY. 

I can either laboriously delete each one every morning - one at a time mind you, before it actually records (ie in scheduled recordings) or after the fact - presuming the box didn't just fill up. 

Or, I can set my series to record only a certain number of episodes (say 3-6) but again, I risk missing the actual "new" programs unless I continually monitor what it recorded and whether or not I want that. 

Why in the WORLD does Comcast continue to labor under the delusion that we have nothing to do but babysit a DVR box? This is supposed to be "set it and forget it" technology. That's the POINT. This is maddening. 

Worse is the fact that Comcast CS continues to pretend that I'm the first to report this issue. Apparently only I, the lone subscriber in Hooterville USA has this problem. Apparently, Comcast doesn't read their own forums?

In the meantime, the only "solution" they offered was, get this, to cancel ALL series recordings and simply go to the exact time I know a new episode is airing (like I would know that? I haven't kept track of that in years) and manually set the recording. 

Apparently, I am to pay Comcast $$ every month to replicate what a VCR can do for free? 

[andyross]

For a show that airs on a particular day-of-week and time, you can create a VCR-style recording (start time, end time, channel, how often to repeat.) The only drawback is that it shows as the date/time in the recording list instead of by program name.

I've had the DVR since 11/04, and long ago learned to avoid using series recordings on cable channels. I usually spend a little time each day and manually select them to record from the guide.

One quirk to be warned of: If you alter your series recording list, it usually recompiles the recording list and will re-enable all the series recordings you told it not to record!!

[rardin]

---

cypherx wrote:

I'm noticing a lot more problems for this whole week.  Mostly Discovery HD and TLC... 

---

Yeah, things went from bad to horrible for me last week and the problem continues this week.  Even though I have a bunch of series set up to record new instances only, the DVR seems to be flagging new episodes and all repeats--more or less every instance of each show.  The problem series in my case are on the Travel Channel (Samantha Brown: Passport to Great Weekends; Anthony Bourdain: No Reservations), BBC America (Gordon Ramsey's F Word; Hotel Inspector), Bravo (Top Chef Masters) and Food Network (The Next Food Network Star).  No Reservations alone could fairly quickly fill up the free space on my DVR if I didn't keep deleting the repeats from the recorded programs or the list of scheduled recordings.  What a pain in the neck and waste of time.  It's getting to the point where the series recording feature is completely useless.  I'd probably be better off setting individual recording times manually...you know, VCR style. <groan>

[rardin]

---

andyross wrote: One quirk to be warned of: If you alter your series recording list, it usually recompiles the recording list and will re-enable all the series recordings you told it not to record!!

---

andyross makes a very good point here.  My DVR always recompiles the list of scheduled recordings if I modify the series list in any way, presumably because any change in the list might involve changes in series priorities.   But I believe this recompilation may be triggered by some other action(s), as well.  I haven't modified my series recordings list over the last week because I knew the DVR would undo all the work I'd done telling it to ignore repeats it had decided to record, yet there have been a couple times when all of the repeats were magically re-flagged for recording.  Very frustrating.

[waits4thebus]

I've been doing some research - here's my guess as to what's going on:

Comcast as well as other cable providers get their guide data from third party suppliers (The Tribune Company is one of them, I think). I worked for a television station for a while and we were required to turn in our listings at least 3 weeks prior to broadcast (which is why sometimes schedule changes don't show up on the guide when they are made within that time period).  My guess is that in compiling the listings they didn't include the 'repeat or new' delineation in their submission for particular channels (TLC, Travel, USA, etc.). Maybe we'll have to wait 3 weeks or more for the changes to propagate - a new submission window to open?  I'm not sure Comcast has much sway here to make the changes since the bad guide listings are already in the system.

Just my $.02. I could be completely wrong, but it looks like it's mostly out of the hands of comcast. I mean, they could fix their STB software to be a little smarter, but in the end all DVRs (including Tivo) rely on the guide listings.

[lunski]

*** UPDATED 07/15/09 ***

Hello Everyone,

I apologize for the delay. I would like to provide a few updates.

This isssue increase dramatically increased due to a third party data error. They are working as quickly as possible to resolve this issue. All of their leadership, our cable and customer service leadership are involved working together to resolve ASAP.

However, prior to this event as many of you and including myself have experienced there is still an underlying issue which we continue to work on. Please continued to provide examples as each of you have done. We are working towards a complete resolution for the underlying issue on both the third party side and Comcast side later this year.

If you should have any questions, please feel free to post, send a private message or email me at anytime.

Thank you all for your continued patience and understanding.

[jossynana]

george


not sure why comcast need more data,,,on this problem,,its been 3 years in the making...i realy dont have any faith in comcast fixing this soon,so i went a bought a tivo hd,,,i fixed that problem,,but i think it a bit weird that comcat say NO charge for the first cablecard,,but i get charged every month for a card why is that...because i have tivo

[WarEagle57]

---

jossynana wrote:
 ...i think it a bit weird that comcat say NO charge for the first cablecard,,but i get charged every month for a card why is that...because i have tivo

---

Your digital package monthly charge should include a regular digital box or cablecard, so you should only be charged for a cablecard if you also have a digital box (regular, HD, or DVR).

[tgb10]

This isn't rocket science and shouldn't matter what box you have. It's simply a matter of Comcast taking the time "on THEIR guide" to mark the shows with (New) or (Repeat) like they USED to do BEFORE this problem started. And just like TV Guide used to do in their hard cover TV Guides. Listings always used to state (new) or (repeat) and that's all that's required to program it to work correctly. And no, I'm not a rocket scientist and I figured this out

It's a "New" show or it's a "Repeat". "A Repeat is ANY show that's no longer "New" status. Nothing more simplier for them to resolve IMO.

I'm sick and tired of having to go in and "manually" delete 10 more "Deadliest Catch" shows (and many other shows) from my "Scheduled Recordings" EVERY single day because I already watched the "New" one on Tuesday. And having legit recordings "interrupted" by the repeat recordings. This takes ALL the convienience out of simply setting a "Series Recording".

And Comcast shouldn't even offer the options of "New" or "New and Repeats" if they have no way to control what's new and what isn't.

Again, it all comes down to fixing the guide, not the DVR.

Thanks for letting me vent!

[jossynana]

that not what the comcast billing say it say a free cablecard second is to be charged. i only have a tivo HD.

i am really sad that i must look over my comcast bill every month to see what they add to it again.

[writermom1]

George,

Y'know I love ya right? I mean you try. You really do. Comcast keeps shoving you under that bus but you, valiant fella, just keep coming right back out to help. 

As tgb put it bet, however, we could offer examples of our equipment and programs until the tenth of Never and it's not going to matter. The problem is not with the equipment - it's the Guide. Period. 

You know it. I know it. Anyone who has had their programming interrupted by two channels simultaneously trying to record endless repeats of a series knows it. Instead of spending years pretending to 'fix' a problem that should have taken, at most a month why doesn't Comcast DO something about it.

This is not "Joe-Bob's Cable Company" serving South Succotash, U.S.A. This is COMCAST for pity's sake. This is major player. They should be on the horn with the Guide provider saying "look, our customers are unhappy and when customers are unhappy We are unhappy so you have about a nanosecond to restructure your guide back to the way it actually WORKS for us or you lose our business. Period." 

Better yet, they are big enough players to just create their own darned guide. Show some backbone Comcast. Quit hiding behind "gee, the Guide provider just keeps doing us wrong" and get the stones to make it right. 

This is the reply I received in response to an email for help. (thanks to the reply upthread that led me to email as an option). I highly suggest this route. I don't think Comcast is getting the message from the forums yet. 

----

Thank you for your message regarding the DVR.

I sincerely apologize for any inconvenience the DVR recordings may
cause.

There has been a guide data issue has been identified that may cause the
DVR to record repeat episodes set up as a series recordings, even though
its set to record only new episodes. This may result in the
over-recording of programs, which may have the DVR hard drive reach
capacity and/or cause DVR scheduling conflicts.

We are aware of this issue and are working with our guide data provider,
Macrovision, to resolve as quickly as possible. At this time I am unable
to advise an estimated time for this issue to be cleared.  Additionally,
credit has been issued to your account for the DVR issue.

Please feel free to contact us if you have any more questions.

Thank you for choosing Comcast.

Sincerely,

Gabe H.
Comcast Customer Care Specialist

[tomwilmeth]

I have the same problem of multiple recordings of the same episode and recording series on multiple channels even though the settings are to record on this channel only.  I can also go in and set a specific episode not to record but when i go back in it has set itself to record again.

I have to go in daily to delete unwanted episodes to keep the dvr from filling up.

I want my windows media center back but unfortunately comcast has forced me to use this crappy equipment.  

[rardin]

Very well said, writermom1.  I'll reiterate that we really appreciate George's help and don't blame him for this fiasco.  If data collection is still critical (and it's difficult to imagine that it is, at this point), don't ask your paying customers to waste their time doing it for you.  Hire someone to do it.  Or, better yet, force the provider of the guide info to hire someone to collect the data.  As a customer of the provider of the guide info, Comcast should be as unhappy with them as we are with Comcast for providing this shoddy service.  Unlike individual Comcast customers with little power, however, I would imagine that Comcast is a major customer of the guide provider.  Shouldn't that mean that Comcast can throw around its weight to get the problem resolved?

[ALibertarian]

It would seem that each show must have a unique ID somewhere in a database, maybe just the season/episode #.  So, if I set to record "Only New", and I already have Season 2, Episode 3 of "True Blood" and that show is on my DVR - DON'T RECORD IT AGAIN!

[Tario70]

Now I have a new issue.

The DVR did NOT set up to record Real Time with Bill Maher tonight at 22:00.  The episode is marked new, but was not on my recording list!

The interesting part is that the repeat at 23:00 was picked to be recorded!  & then, it also set up to record the other repeat on Saturday.

What The Heck?

[WarEagle57]

Could there have been a conflict, with higher priority series recordings preventing this one from being recorded?

[Tario70]

Nope WarEagle57, only Eureka at 18:00 to 19:00.  That's all I have recording on this Friday.  Eureka & Real Time.  Seperated by 3 hours.  No issue on priority there.

[Darkonus]

How in their right mind can Comcast justify to customers why this issue is taking so long to correct? 3rd party data issue or not, unbelievable, if the guide service they force us to use can't get the job done, then Comcast owes it to their customers to get a guide service which works, and do it in a more reasonable timeframe, PERIOD!

Wow, what irks me as well is that Comcast telephone support as well as online live support both reported NO issue that they were aware of with the DVR recording functions when I recently contacted both! I just called last week to complain after putting up with all these multiple recordings for several weeks, then questioned them some more online a few days later. Odd thing is I've had the same Motorola DCT3416 DVR for well over a year and never had an issue as severe as this with recording series on any channel, it just started happening recently here in Sellersville, PA Comcast area for me. Their solution was to send a tech and give me a new Motorola DVR box which was supposed to fix the issue ... can we say clueless, or at least the left hand has no idea what the right hand is doing at all? Why isn't EVERY facet of Comcast help aware of the REAL issue here, that the DVRs are fine, and it's either the garbage guide data or guide software that is the issue, and replacing the DVR isn't a solution, but rather a huge waste of time they put their customer through in these cases? What a joke for the amount of money Comcast gets each month for their services, and rather than admit their slow response and ineffective solutions are causing the delay to truly finding a fix to the issue, they just keep making excuses and offering "ghost fixes" which they should obviously already know will not do anything at all to fix the issue.

I also notice that some series on certain channels work just perfectly for "NEW Only", while other channels seem to have issues with all series recordings. I have set up America's Got Talent to record "New Only" on NBC-HD 232, and it does it right. It won't record previously shown episodes airing, just the truly New ones. Yet like many others stated, channels like ...

DSC-HD 224, SyFy-HD 226, HBO-HD 300, & SHO-HD 339 (to name a few)

recording shows by series on those channels, like Deadliest Catch, Eureka, True Blood, & Dexter, record all episodes that come on, and when I look at the guide info for these shows, only the true new episodes each week have the "(New)" in the shows description, yet ALL episodes for all of those series, even shows specifically listed as being from years past, still show up to be recorded. It is pathetic that Comcast could not get this working correctly for so long for many customers. I use a PC based recording system too with HDHomerun & recording software called BeyondTV, and the recording guide works 100% better than the garbage Comcast supplies for their DVRs, and if it weren't for the fact that I can't get any encrypted channels to record on my PC, I'd only use BeyondTV to set up recordings!

As I stated earlier, for me this issue is very new, as I have recorded True Blood & Dexter during past seasons on HBO-HD & SHO-HD and never had this horrible series recording glitch. It's a PITA to go through and manually set all these shows not to record after the glitch sets them up to record, and I thought I was paying for convenience with the DVR, but it's recently starting to be much, much more of a great inconvenience! I agree with so many who are totally frustrated by Comcast's inability to solve an issue which certainly isn't rocket science, and should have been taken care of within a reasonably short amount of time, yet seems to be going on indefinitely without Comcast even being able to provide any assurance of a reasonable timeline when the issue should be fixed for its "valuable" customers!

This, along with the other non-fixed bugs, like the inability to manually stop all these recordings because when you try to stop one, another recording you previously set not to record the same day/hour, gets turned back on to record, and they just keep flip-flopping on you instead of staying off from recording, makes this recording issue even more frustrating. As a programmer myself for over 12 years, had my programs exibited these irritating glitches, which certainly have not been resolved within a reasonable amount of time, I wouldn't have had a job for 12 years let alone a few weeks or months! Comcast has had more than enough time to iron out these issues, and we ask ourselves what the heck is taking them so long to fix this, and the implied answer I get from their listless actions to correct the issue makes me believe that they really do not care about customer satisfaction nearly as much as they pretend to exibit in their commercials & by their canned responses which their representatives relay to their disatisfied customers. They know most customers who complain, will in the end, still keep them anyway because the thought of changing to an entirely different service for most customers, like Dish or FIOS, is even more of a hassle; so what is the rush, most of us are still with them anyway, right?

[cypherx]

Wow well said Darkonus!  

I'm looking to move into fios area's so I can have better service with more features.  I can do facebook, twitter, games and fantasy sports on a Fios box.  No fios here though, but I'm trying real hard to look for an affordable place in a fios wired community.  Just have to convince the wife!

I know the root of this problem is from the guide data provider.  But the DVR should have some provisions in it to help combat against bunk guide data.  Or Comcast should fire their guide data provider.  It could be challenging to fire TV-Guide if they are under a long term contract though.  I bet that's what it is.  These companies get long term contracts and agreements to do business together, and heavy monetary or legal penalties for breaking out of them.  Sadly this makes these companies think they are golden and they really don't care, because they already got the contract!

[WarEagle57]

---

cypherx wrote:
...

I'm looking to move into fios area's so I can have better service with more features.  I can do facebook, twitter, games and fantasy sports on a Fios box.  No fios here though, but I'm trying real hard to look for an affordable place in a fios wired community.  Just have to convince the wife!

 ...

---

A TiVo HD is a lot less expensive than a new house.  

[writermom1]

Wow, what irks me as well is that Comcast telephone support as well as online live support both reported NO issue that they were aware of with the DVR recording functions

----

I agree. Comcast needs to integrate their forums with their Customer Service so that their representatives have a real-time idea of problems. To be told "why you're the first to report this problem" when I can tell them to simply log on to their OWN forums and find it going back to at least last year is galling. 

I still say you MUST call and get the credit. It's not about the $14 or so, it's about hitting Comcast where they'll notice - the bottom line. I'm still not convinced that they don't intend to just "ride out" what they perceive to be limited customer ire in hopes that we'll all just learn to "work around" and accept the shoddy service their DVR/Guide integration currently provides. 

On that note, I NEVER advocate being rude to a Customer Service represenative. In all my (many) conversations I have always had CS reps who are pleasant and professional and deserve respect. They don't set Comcast policy. I find being pleasant and simply stating kindly but firmly what I want (a credit and resolution) achieves results. 

[rardin]

Thanks for taking the time to post that rant, Darkonus.  I couldn't agree more.  The whack-a-mole bug you described has always been a minor pain in the neck, but the irritation level has been amplified in a big way over the last couple weeks.  I often wonder if the people who develop this software have any pride in their work.  How could they?  Like you, I also wonder how they manage to keep their jobs.  One last comment.  As Comcast prices for TV service continue to rise, one really has to wonder how much the silly truck rolls to deliver replacement DVRs that have 0% chance of resolving software and bad guide data issues add to our monthly bills.

[rarenas]

This problem has been going on for a long time. Do yourself a favor a stop complaining. Comcast does not care. The only real solution is to jump ship and choose a different company or buy your own DVR.

Dear Comcast, Why Is My DVR So Dumb?

http://newteevee.com/2008/02/29/dear-comcast-why-is-my-dvr-so-dumb/

[lunski]

---

rardin wrote:

Very well said, writermom1.  I'll reiterate that we really appreciate George's help and don't blame him for this fiasco.  If data collection is still critical (and it's difficult to imagine that it is, at this point), don't ask your paying customers to waste their time doing it for you.  Hire someone to do it.  Or, better yet, force the provider of the guide info to hire someone to collect the data.  As a customer of the provider of the guide info, Comcast should be as unhappy with them as we are with Comcast for providing this shoddy service.  Unlike individual Comcast customers with little power, however, I would imagine that Comcast is a major customer of the guide provider.  Shouldn't that mean that Comcast can throw around its weight to get the problem resolved?

---

At this point, you can blame me I have been working for months on this issue. I am passionate about Comcast and our DVRs just as much as everyone here(i hope This issue in its entirety should be wrapped up later this year when the Guide Data folks make some upgrades in addition to Comcast rolling out new firmware (fyi a.28). This version will also include some pretty cool new features

[lunski]

---

writermom1 wrote:

Wow, what irks me as well is that Comcast telephone support as well as online live support both reported NO issue that they were aware of with the DVR recording functions

----

I agree. Comcast needs to integrate their forums with their Customer Service so that their representatives have a real-time idea of problems. To be told "why you're the first to report this problem" when I can tell them to simply log on to their OWN forums and find it going back to at least last year is galling. 

I still say you MUST call and get the credit. It's not about the $14 or so, it's about hitting Comcast where they'll notice - the bottom line. I'm still not convinced that they don't intend to just "ride out" what they perceive to be limited customer ire in hopes that we'll all just learn to "work around" and accept the shoddy service their DVR/Guide integration currently provides. 

On that note, I NEVER advocate being rude to a Customer Service represenative. In all my (many) conversations I have always had CS reps who are pleasant and professional and deserve respect. They don't set Comcast policy. I find being pleasant and simply stating kindly but firmly what I want (a credit and resolution) achieves results. 

---

I also agree.

We are reviewing many different ways to provide this type issue and experiences to our call center, chat, email and online agents.

[rarenas]

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ComcastGeorge wrote:

At this point, you can blame me I have been working for months on this issue. I am passionate about Comcast and our DVRs just as much as everyone here(i hope This issue in its entirety should be wrapped up later this year when the Guide Data folks make some upgrades in addition to Comcast rolling out new firmware (fyi a.28).

---

Later this YEAR? ARe you kidding me? This is unacceptable.

[lunski]

---

rarenas wrote:

---

ComcastGeorge wrote:

At this point, you can blame me I have been working for months on this issue. I am passionate about Comcast and our DVRs just as much as everyone here(i hope This issue in its entirety should be wrapped up later this year when the Guide Data folks make some upgrades in addition to Comcast rolling out new firmware (fyi a.28).

---

Later this YEAR? ARe you kidding me? This is unacceptable.

---

i dont disagree with you. some areas may see towards the end of summer. all markets should see by the end of the year.

[class77]

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ComcastGeorge wrote:

---

rarenas wrote:

---

ComcastGeorge wrote:

At this point, you can blame me I have been working for months on this issue. I am passionate about Comcast and our DVRs just as much as everyone here(i hope This issue in its entirety should be wrapped up later this year when the Guide Data folks make some upgrades in addition to Comcast rolling out new firmware (fyi a.28).

---

Later this YEAR? ARe you kidding me? This is unacceptable.

---

i dont disagree with you. some areas may see towards the end of summer. all markets should see by the end of the year.

---

George, could you please tell me if these promised updates will include those of us with Scientific Atlanta boxes or are you just talking about these upgrades for Motorola. We(the SA users) are being given the short end of the stick over and over, yet it doesn't seem to be anywhere on Comcast's agenda to fix the situation. I've not seen anyone address this at all.

If Comcast would spend a tiny portion of their HUGE advertising budget on fixes for your current customers, you would not have to advertise as much. WE, your customers, could then provide positive word of mouth instead of spending hours fixing Comcast's mistakes or checking out alternative cable/satellite options.

Message Edited by class77 on 07-20-2009 06:00 PM

[parker12604]

George,

 I call in to retentions to get credited for not getting the DVR service I'm paying for to work correctly, through no fault of mine. Only to be hit with the ""This is the FIRST we've heard of any issues" I reiterate that It has been going on for some time and has only gotten worse recently and if they could/would open up their own forum I could point them to the post describing the issue and how long it has been an issue.

 Well of coarse she wouldn't and said she would have to connect me to their DVR SPECIALIST(?) Whom I had the (DIS)Pleasure of speaking with MAX, Who again stated it was the first he heard of it(?) And HIS DVR WAS WORKING JUST FINE(?) I explained the issue I was having and again was told his does not do that.(more or less calling me a liar) I told him about COMCAST FORUMS and stated that if he could/would sign in he could see it was an issue for a lot of us and it is getting worse. He was very rude in stating he is there to answer calls not monitor the forum. We go around about it for some time then he stated that the fix (a 24 and a 25) was released July 15th and would take 15 days to take effect(?) I tell him that per your post that a 28 was the fix and wouldn't be released until later this year(He knew nothing of it(DVR SPECIALIST(?)). I read word for word what is posted on this forum and it only seemed to **bleep** him off more.

 He states there seems to be nothing I can do for you because it is not an issue we are experiencing(?) and wanted to know if we could end our call(?). Again I must state on how rude this guy was through our whole conversation.

 I stated NO, Please transfer me back to retentions, Well he transfers me back and stays on the line and try's to explain the Kevin what issue I'm having, He leaves out a coupled details and when I speak up to add them he(Max) got all rude. He disconnected.

 Kevin from retentions was appalled at how I was just spoken to and apologized for it. He let me explain about what I had been going through with the DVR and how I knew it was a KNOWN ISSUE and in the process of getting fixed. and I also stated to him that it may be a good idea for someone in there dept to maybe once in a while read your own forum to see what is going on. He was surprised I knew as much about the fix and when to expect it and wondered why I was ever transferred to Max.

 In the end he gave me a recurring credit($10, I'm on a promo for 1yr)for six months and told me he knew that next month new DVR's were coming in and he would personally make sure I got one, He stated the the new ones had some new features that were to be released later this year so I would be one of the first to preview them.

 I encourage all who are experience the issue to call in and let it be known, Make them give you credits for not getting what we are paying for. They can only sweep it under the rug for so long. I am a member of many forums and social sites and will be passing along my experience to all of them.

[rardin]

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ComcastGeorge wrote:
At this point, you can blame me I have been working for months on this issue. I am passionate about Comcast and our DVRs just as much as everyone here(i hope This issue in its entirety should be wrapped up later this year when the Guide Data folks make some upgrades in addition to Comcast rolling out new firmware (fyi a.28). This version will also include some pretty cool new features

---

Nah, you can't convince me to blame you, George.  I'm glad to hear that a real fix is in the works.  I'll try to bite my tongue until a.28 is available...and hope that it's rolled out to the Boston area markets sooner rather than later.  Thanks for the update.

[lunski]

---

George, could you please tell me if these promised updates will include those of us with Scientific Atlanta boxes or are you just talking about these upgrades for Motorola. We(the SA users) are being given the short end of the stick over and over, yet it doesn't seem to be anywhere on Comcast's agenda to fix the situation. I've not seen anyone address this at all.

If Comcast would spend a tiny portion of their HUGE advertising budget on fixes for your current customers, you would not have to advertise as much. WE, your customers, could then provide positive word of mouth instead of spending hours fixing Comcast's mistakes or checking out alternative cable/satellite options.

Message Edited by class77 on 07-20-2009 06:00 PM

---

Hello class,

Are you experiencing a simliar repeat issue on your SA box?

I have not seen any testing on the SA boxes. I have been in discussions to create a more uniform experience for all of our customers. I apologize I do not have a better update.

[lunski]

parker,

This is 100% unacceptable. I will have this investigated down to the call. Are you able to email me the days, times and numbers you may have called from.

If you need anything, let me know

quick update...

i have contacted several leaders in the area including two vps to investigate this matter. please email me if possible your best contact method contact time number day etc. thank you.

Message Edited by ComcastGeorge on 07-21-2009 10:29 AM

[lunski]

Nah, you can't convince me to blame you, George.  I'm glad to hear that a real fix is in the works.  I'll try to bite my tongue until a.28 is available...and hope that it's rolled out to the Boston area markets sooner rather than later.  Thanks for the update.

---

biting my tongue until we get in philly

[parker12604]

George,

 I received a call from Matt and explained the issue to him(He also never heard about it) But was courteous and told me he'd call back after investigating it.

 He called back and stated that it was a known issue and a fix had been pushed out July 15th(a24 and a25) The problem is it will take 14-16 days to purge out the old info and totally fix it. So as far as it goes if on or after the 31st it is still is an issue I'm to call him back if he doesn't call me first.

 I appreciate what you have done and will post what the final results turn out to be.

Thanks

Now to get that internal memo issue corrected

[lunski]

happy to help parker.

i am digging into why some individuals have not received the communication with our senior leadership.

if you need anything, let me know