XfinityTV and Equipment

[Starbrite13613]

Oh, jeez! That doesn't bode well for my installation on Monday!

Good luck! Keep us posted!

[regnal]

OK...here's the whole story which so far has a happy ending:

The beginning of the AnyRoom installation:

10:15 - The Tech comes in and says, "what kind of problem are we having today?"  I said, we have no problem.  You and installing the AnyRoom system."  He says, "Do you have the equipment?" Ahhhh, more Comcast professionalism.  I'll update this soon since he is out at his truck right now.

10:35 - He claims we don't need a new modem.  I refuse to compromise. The customer service guy I spoke with had more brains than all the "techs" I've seen.  He had the AnyRoom equipment the whole time. Maybe he was testing me and I'm in no mood.

11:35 - I insisted he place a call to his supervisor who authorized the new modem which, by the way, also has the wi-fi built in and it is definetly faster than the old modem. It is also sleeker so try to get it.  

Meanwhile, the satellite boxes in the bedrooms work fine BUT the main box/DVR is not working.  All it does is try to download.  He says that some of the boxes are bad. This is the closest I've come to a Comcast person telling me that the equipment was bad.  I watched it completely download but he says the DVR takes longer than the ones in the bedrooms which seem to be fine.

11:40 - He is calling his supervisor and giving him the serial number again.  Funny message on the screen:  "Welcome...You're about to experience exciting TV programming...Sit back, relax and enjoy." You gotta love Comcast's attempt at being professional!!!  The tech went outside to talk.  The screen just went black.  More soon. 

12:05 - Everything is working and the tech just left.  The new guide is magnificent.  The modem is faster. The satellite units in the bedrooms work just as promised - very cool.  Note:  The DVR does take a long time to download and during that time, I was sure that we had a bad unit.  Nevertheless, it eventually downloaded and we love it.  The guide looks like our old DirecTV did except better. Excellent graphics.

It was a long and painful process to get to this point but it may have been worth it.  Here hoping!  One more thing:  I asked him for a user guide but forgot to follow-up.  I have only played with the DVR for a couple of minutes but there are come options I've not seen before and will have to research.

[Starbrite13613]

Thanks for the update, Regnal! Glad you're up and running!

Could you post an update tomorrow maybe, and confirm that the flickering/audio loss is gone? Just want to make sure before I waste $50 for the install.

Can't wait to see it for myself!

[regnal]

Sure!  I'll post something tomorrow morning.  The TV will be on all day today and recording later tonight.  That should be a good test.

[hofiveo1]

Thanks rengal for the updates. I private messaged ComcastTeds with my problems and complaints and he called the Memphis Comcast team to contact me to setup my install with anyroom dvr with the newguide. I hope they bring that new modem you talked about, I will stand my ground and insist on it too. My install is between 1-5 today, so i will be ready for the long download as you endured. Thanks again.

[Starbrite13613]

Can't wait to hear your results, hofiveo! Good luck with the installation!

[regnal]

I just did a speedtest (speedtest.net) and the download was 24.98.  The fastest I had with the old modem was 14.0.  So...don't believe the tech when he tells you the new modem isn't any faster.

[regnal]

First Problem rears its ugly head:  I was on the guide.  All of a sudden, the screen went black except for an small (10") image at the top left of the screen.  None of the remote's controls would work. I could not even turn off the DVR on the DVR. I was about to call Comcast but decided to unplug the DVR and see whether that would work.  After all, it is Saturday and I really don't want to get aggravated!

Results after the programming downloaded again:  So far, so good but I guess we'll have to watch to see if that's an issue (that will be fixed by February 2014 I would guess).

I am still thrilled with the graphics in this software upgrade so I'm hoping that was just a one-time issue.

[Starbrite13613]

Thanks for the update, Regnal. Not the news I was hoping for, but...

I will be waiting and hoping that the new software download does the trick!

[hofiveo1]

Well the tech just left and I have no new box or guide. It is not available in my part of Memphis yet. Guess I will have to wait for the fix to roll out or the new anyroom dvr to roll out in my area. I will be calling to complain and PM ComcastTeds to find out what is going on. So disappointing and frustrating. Go figure.

[Starbrite13613]

Ugh!!! What a mess!

Sorry you didn't get your problem solved today. Hopefully they will be able to give you an accurate rollout date soon!

[regnal]

Here's the first day's report on my AnyRoom:  Great.  No black screens.  No audio problems. Terrific graphics...very friendly.

I started watching something last night on one TV and resumed watching it in the morning on a different TV.

It is very "DirecTV-like."

[Starbrite13613]

Thanks, Regnal! I appreciate it! Sounds like this may be the ticket...

[regnal]

Starbrite...

Since you are getting the AnyRoom installation done, we should create a new subject in this forum.  Know how to do that?

[Starbrite13613]

Created. Look for new AnyRoom DVR installation in the topic list.

[Starbrite13613]

Got my installation done this morning. Check out the AnyRoom DVR installation thread if you're interested in hearing my experience.

Flicker and audio loss seems to be gone, but there are other issues.

[ComcastTeds]

As a general update, customers in the Shreveport, LA area and areas of east Texas are scheduled to get the previously mentioned guide fixes (plus myDVR Manager) this week, the specific areas are listed below:

LA: Shreveport, Caddo Parish, Greenwood, Desoto Parish, Stonewall

TX: Waskom, Harrison County, Panola County

The other new features (Caller ID, Xfinity TV App, HSN Shop by Remote, etc) will be added in these areas in August after the end of the Summer Olympics. Other Comcast locations are scheduled for both the guide fixes and the new features combined starting after the end of the Olympics (after August 13).

[anita0817]

ComcastTeds,

I sent you two PM's. Please read them!!!

Anita

[ComcastTeds]

---

anita0817 wrote:

ComcastTeds,

I sent you two PM's. Please read them!!!

Anita

---

read and responded, thanks.

[hofiveo1]

Noticed someone deleted the last two posts about leaving Comcast. Anyway my update to Saturday's disappointment on the install of AnyroomDVR. I PM'd ComcastTeds and told him what happened. He replied that he need to talk to Memphis Comcast and find out what happened. I get a call this morning with two ladies(Memphis Comcast) via conference call wanting to try and solve the problem. They tried to tell me that I needed a new remote control, and I had to tell them the whole story and told them not to send a tech with a remote because that is not the fix. Well about thirty minutes ago a Supervisor Tech left and He will be installing the Anyroom DVR tomorrow morning himself with the new 3.0 Modem(guess that is the new one for the anyroom dvr. He is also rewiring the whole attic and rooms to make sure there are no signal or power issues. Very nice job ComcastTeds, kudos to you and this Supervisor tech for trying to get this resolved ASAP. Will update tomorrow after the install and play time.

[Starbrite13613]

Hope you got some satisfaction today, hofiveo! Keep us posted!

[eden4ever]

So did going to the new service fix the problems????

[hofiveo1]

So far so good on the momentary black screen. I still have no caller id on tv or computer. I like the new guide and all you can do. I can change channeles and alot of other stuff from my laptop. Coool.

[Starbrite13613]

Eden, you can read all my thoughts about the AnyRoom DVR in the thread AnyRoom DVR installation: comments and observations.

[barbross]

We have this momentary black screen with our RNG200N in Cherry Hill, NJ.  Hard to watch TV as it happens so often we miss a good part of the show.  WHEN WILL THIS BE FIXED?  Or maybe you could spend some money and get some decent NEW boxes to your customers before we go over to Verizon? I've been a customer for about 30 years and it would break my heart to defect, but enough is enough.  For $200 a month...I want to be able to watch a show without missing half of what they are saying.

[Mike150]

I'm also a Cherry Hill customer. Same problem for over a year. Pitiful. We keep the subtitles on for everything. This sometimes helps as the subtitles for the blacked out portion are sometimes still present when the image returns. Saves a few rewinds.

[ComcastTeds]

---

barbross wrote:

We have this momentary black screen with our RNG200N in Cherry Hill, NJ.  Hard to watch TV as it happens so often we miss a good part of the show.  WHEN WILL THIS BE FIXED?  Or maybe you could spend some money and get some decent NEW boxes to your customers before we go over to Verizon? I've been a customer for about 30 years and it would break my heart to defect, but enough is enough.  For $200 a month...I want to be able to watch a show without missing half of what they are saying.

---

Apologies that you have been having this issue. Additional Comcast locations are scheduled for both the guide fixes and the new features combined starting after the end of the Olympics (after August 13).

[ComcastTeds]

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Mike150 wrote:

I'm also a Cherry Hill customer. Same problem for over a year. Pitiful. We keep the subtitles on for everything. This sometimes helps as the subtitles for the blacked out portion are sometimes still present when the image returns. Saves a few rewinds.

---

Apologies that you have been having this issue. Additional Comcast locations are scheduled for both the guide fixes and the new features combined starting after the end of the Olympics (after August 13).

[vtsmike]

I have to agree that comcast brings a new level (low) of customer service to something that costs so much money every month. (I read most of the first 3 pages of 7 posts on this thread before cutting to the chase, which I pretty much figured out early on)

Got iPad, downloaded app. - 'sorry you don't have elgible device'

Called comcast - ok, we will send out a box that is compatible (first opportunity to mention service not available in my area)

Box was an RNG200 (yes no, 'N') - installer said "oh, yes you can do the app now'. After 2 phone calls to techs that probably do not know there is a guide 2 coming out (they were absolutely no help), I found this forum. (opportunities 2, 3, and 4 to mention the service is not available in my area)

PM'd the ted or whatever the comcast name is - advised me (what I figured out on my own) that RNG200N is what I needed. I had to ask about it working in my area, Sarasota, FL - and only then was I told that sometime after the Olympics.

This time made a trip to local office to swap out for the 'N' model.

Now, figured I would wait patiently until Olympics are over and see the guide 2 show up --- well since I am posting on the thread, I found out about the 'flawed' boxes that Comcast is pushing - black screen/no audio, sporadically.

So, ted, when can I expect a fix? I live in Sarasota, FL (manatee county) - Please be more specific than sometime after August 13th.

Don't worry, I can handle bad news, I have lived in this house for 10 years now, and the developer signed a 15 year contract with our cable TV provider, that is not up until late 2013 - so bad news is that I won't try fiber optic for over one more year. 

Thanks ted

[ComcastTeds]

---

vtsmike wrote:

I have to agree that comcast brings a new level (low) of customer service to something that costs so much money every month. (I read most of the first 3 pages of 7 posts on this thread before cutting to the chase, which I pretty much figured out early on)

Got iPad, downloaded app. - 'sorry you don't have elgible device'

Called comcast - ok, we will send out a box that is compatible (first opportunity to mention service not available in my area)

Box was an RNG200 (yes no, 'N') - installer said "oh, yes you can do the app now'. After 2 phone calls to techs that probably do not know there is a guide 2 coming out (they were absolutely no help), I found this forum. (opportunities 2, 3, and 4 to mention the service is not available in my area)

PM'd the ted or whatever the comcast name is - advised me (what I figured out on my own) that RNG200N is what I needed. I had to ask about it working in my area, Sarasota, FL - and only then was I told that sometime after the Olympics.

This time made a trip to local office to swap out for the 'N' model.

Now, figured I would wait patiently until Olympics are over and see the guide 2 show up --- well since I am posting on the thread, I found out about the 'flawed' boxes that Comcast is pushing - black screen/no audio, sporadically.

So, ted, when can I expect a fix? I live in Sarasota, FL (manatee county) - Please be more specific than sometime after August 13th.

Don't worry, I can handle bad news, I have lived in this house for 10 years now, and the developer signed a 15 year contract with our cable TV provider, that is not up until late 2013 - so bad news is that I won't try fiber optic for over one more year. 

Thanks ted

---

No need to wait until August 13.

In your area of Florida, a solution is already available now with what we call On-Screen Guide 2.0. We would need to change your existing cable box out in order to get you that new experience.

I'll contact the local Comcast site that oversees your area and they will reach out to talk that option over with you and get you set up. It does require a professional installation.  

More info can be found here: http://www.xfinity.com/onscreenguide2 

[spottedlady]

ComcastTeds,

Do you have info on the Naples, Florida area?  Do we need to wait?  I still have the RNG 200 box, since the 200N didn't work the last time they were here to give me a different box.

[barbross]

Please specify WHICH SPECIFIC AREAS are scheduled for the upgrades after Aug. 13. Just saying "some areas" or "additional areas" doesn't help those of us who have been waiting and waiting and still paying full price for 80% service.

[ComcastTeds]

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spottedlady wrote:

ComcastTeds,

Do you have info on the Naples, Florida area?  Do we need to wait?  I still have the RNG 200 box, since the 200N didn't work the last time they were here to give me a different box.

---

Yes, Naples is 100% ready. In your area of Florida, a solution is already available now with what we call On-Screen Guide 2.0.

We would need to change your existing cable box out in order to get you that new experience.

I'll contact the local Comcast site that oversees your area and they will reach out to talk that option over with you and get you set up. It does require a professional installation.

More info can be found here: http://www.xfinity.com/onscreenguide2

[ComcastTeds]

---

barbross wrote:

Please specify WHICH SPECIFIC AREAS are scheduled for the upgrades after Aug. 13. Just saying "some areas" or "additional areas" doesn't help those of us who have been waiting and waiting and still paying full price for 80% service.

---

We will be starting up again with new deployments of the new guide firmware and software the week of August 12th starting in Connecticut. (This is not On-Screen Guide 2.0 but a software update for our current SA and Cisco cable boxes).

All locations are scheduled to be completed by the end of the year. We are still finalizing the order and sequence of locations as that depends on a lot of factors.

 Based on the good experience at our first location in Shreveport, LA and the extensive employee testing well underway in CT, I think that we will be able to finish all the targeted locations fairly quickly.

Our customers and our local management teams want the fixes and new features so our customers and the business have a improved experience. Once I get an updated schedule I will be able to post it in the forums.

Unfortunately the update is a site by site deployment so we can't push this firmware and software update out to all locations at one time.

Thanks for your patience.

[vtsmike]

---

I'll contact the local Comcast site that oversees your area and they will reach out to talk that option over with you and get you set up. It does require a professional installation.

---

Ok, that is good to hear, the sooner the better.

Thanks.

[Mike150]

---

ComcastTeds wrote:

---

barbross wrote:

Please specify WHICH SPECIFIC AREAS are scheduled for the upgrades after Aug. 13. Just saying "some areas" or "additional areas" doesn't help those of us who have been waiting and waiting and still paying full price for 80% service.

---

We will be starting up again with new deployments of the new guide firmware and software the week of August 12th starting in Connecticut. (This is not On-Screen Guide 2.0 but a software update for our current SA and Cisco cable boxes).

All locations are scheduled to be completed by the end of the year. We are still finalizing the order and sequence of locations as that depends on a lot of factors.

 Based on the good experience at our first location in Shreveport, LA and the extensive employee testing well underway in CT, I think that we will be able to finish all the targeted locations fairly quickly.

Our customers and our local management teams want the fixes and new features so our customers and the business have a improved experience. Once I get an updated schedule I will be able to post it in the forums.

Unfortunately the update is a site by site deployment so we can't push this firmware and software update out to all locations at one time.

Thanks for your patience.

---

Ted:

[spottedlady]

so how soon should I expect to hear from my local Comcast site?  We are a SA/Cisco area and you mentioned to the next person something about a software update for the SA/Cisco boxes and not the 2.0 Guide.   Are you showing Naples and Collier county, or just the city of Naples?  I am actually considered Golden Gate.

[ComcastTeds]

---

spottedlady wrote:

so how soon should I expect to hear from my local Comcast site?  We are a SA/Cisco area and you mentioned to the next person something about a software update for the SA/Cisco boxes and not the 2.0 Guide.   Are you showing Naples and Collier county, or just the city of Naples?  I am actually considered Golden Gate.

---

Someone should be contacting you today. Most all of the Naples zip codes are ready for On-Screen Guide 2.0. The team has your address and contact information so they can confirm when they reach out.  

[Mike150]

ComcastTeds,

Will the software upgrade that was tested in LA and CT absolutely eliminate the MOMENTARY BLACK SCREEN problem?

[ComcastTeds]

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Mike150 wrote:

ComcastTeds,

Will the software upgrade that was tested in LA and CT absolutely eliminate the MOMENTARY BLACK SCREEN problem?

---

Yes. I say that based on our extensive lab testing, our extended employee trials in Louisiana and Connecticut and our wide customer deployments in Louisiana and Texas 

Customer deployments in Connecticut are scheduled for this month. The remaining locations will also be scheduled over the summer and into the fall. Thanks for your patience

[anita0817]

ComcastTeds,

Will the deployment for the 2.0 guide include the RNG200 and Scientic Atlantic 8300? My neighbors have those boxes.

Thanks

[ComcastTeds]

---

anita0817 wrote:

ComcastTeds,

Will the deployment for the 2.0 guide include the RNG200 and Scientic Atlantic 8300? My neighbors have those boxes.

Thanks

---

The short answer is no for the 8300 and eventually yes for any newly installed RNG 200N.  

Regardless of the box type, we would need to change the existing cable box out in order to get a customer that new guide experience. Currently, On-Screen Guide 2.0 does require a professional installation.

[anita0817]

Thanks - I will inform my neighbors that they would need a new box and installation.

[spottedlady]

ComcastTeds

It is Aug 3.  I have not been contacted by anyone, but forgive me for saying that does not surprise me.  One thing you did not mention is if there is any charge for this "professional installation".

[vtsmike]

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spottedlady wrote:

ComcastTeds

It is Aug 3.  I have not been contacted by anyone, but forgive me for saying that does not surprise me.  One thing you did not mention is if there is any charge for this "professional installation".

---

ME TOO - Ditto

Ted, I pm'd you asking this on 8/2/12!!!! no response.

I can't take much more of this, does Comcast care?

Don't say yes, show it by getting this taken care of for me.

Thanks

[spottedlady]

Dear ComcastTeds-

Remember telling me I would be contacted by someone about the new guide and the equipment that needs to be "professionally installed"?  It is 4:00 PM on Aug 4th.  I haven't heard from anyone.  So what should I expect?  Is there anyone I should call?  Is there anyone who would be able to answer my questions?  You seem like a nice person, who is trying to do the best you can, but representing Comcast really puts you at a disadvantage.  They don't live up to their part of the bargain and all of us who have been promised this upgrade since last summer are left holding the bag, as we keep paying our bill.  Unfortunately, I have no other option here in Golden Gate (Naples) Florida.

[ComcastTeds]

---

spottedlady wrote:

Dear ComcastTeds-

Remember telling me I would be contacted by someone about the new guide and the equipment that needs to be "professionally installed"?  It is 4:00 PM on Aug 4th.  I haven't heard from anyone.  So what should I expect?  Is there anyone I should call?  Is there anyone who would be able to answer my questions?  You seem like a nice person, who is trying to do the best you can, but representing Comcast really puts you at a disadvantage.  They don't live up to their part of the bargain and all of us who have been promised this upgrade since last summer are left holding the bag, as we keep paying our bill.  Unfortunately, I have no other option here in Golden Gate (Naples) Florida.

---

apologies, I am actually on vacation. Someone should have contacted you by now, I escalated both your inquiry again today. 

[ComcastTeds]

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vtsmike wrote:

---

spottedlady wrote:

ComcastTeds

It is Aug 3.  I have not been contacted by anyone, but forgive me for saying that does not surprise me.  One thing you did not mention is if there is any charge for this "professional installation".

---

ME TOO - Ditto

Ted, I pm'd you asking this on 8/2/12!!!! no response.

I can't take much more of this, does Comcast care?

Don't say yes, show it by getting this taken care of for me.

Thanks

---

apologies, I am actually on vacation , you should heard from someone by now, I have escalated your inquiry again just now. 

[spottedlady]

ComcastTeds-

Thank you for taking time from your vacation to reply.  I still have not been contacted by anyone, and really don't see it happening any time soon.  Like I said, you are trying to do your best, but it's impossible to succeed when you are representing a company that doesn't care about their customers.  Enjoy your vacation and thanks for trying to help.

[vtsmike]

All right, took matters into our own hands. Called tech support - they could not reset the box remotely and said they could send out a technician. Asked them to bring another box in case this one could not upgrade to 2.0

In our area they come out on Sundays, and first thing asked tech if he knew about 2.0 and that it is available. He did!

The support team did NOT send him with an extra box - but he asked for one to be delivered while he was here, and it came.

*** IMPORTANT ***  The RNG 200N is only PART of the new 2.0 screenguide, they also have to be programmed with the new software. So, he showed me the back of the units, and there is a '2' sticker on the new ones. It basically means 2 way communication and/or 2.0 installed.

Regardless, first and foremost, he left and we have 2.0 screenguide. And no more black screens.

I am happy with the final result - not happy at all with the path to get here.

Thanks.