Here is my story (so far),
I ordered the X1 platform on Monday 5-11-15.
The service is set up for only one main DVR box, and one (as Comcast calls it), companion box.
No phone, and using my own compatible modem.
The UPS guy pulls up on Wednesday 5-13-15 with two (2) huge boxes. The boxes were both the same size and weight, and the tracking labels were both labeled 1 of 1. This was the first red flag that was raised in my mind. And I can only imagine the hell I will go through with my account now reflecting this.
So I open up one box to find two smaller boxes inside and a return shipping label for my original boxes to be returned. The two smaller boxes contained what was ordered...one main DVR box, and one companion box. So what was the other box for? That's right, someone duplicated the order. I now have 2 of each boxes, when I only needed one of each. No problem...I will just ship them back along with my original boxes.
Time to set these babies up. Read the quick start directions, and understood the main DVR box needs to be set up first, and then the companion box second.
So I set up the DVR box, it does its booting up thing for a little while then stops and tells me there is no signal. Yeah right.
So I end up unplugging it a few times, waiting, then plug it back it only to get a different message every time.
These said there is a problem and to call a number to get a "rehit" done to continue further.
Grabbed the phone and starting the dreaded call to Comcast support. Minutes shy of two (2) hours, many many "rehits", and taking the box completely off my account and starting over, and it finally starting working. Told the tech/rep now I get to do the companion box, they said they would stay on the line till it was done and up and running.
I started the first box shortly after 4pm. It is now after 6pm and I am headed to the other room to hook up the companion box.
To cut this story short. The same crap happened. "There was a problem, call this number to get a rehit to continue further in the installation".
So I told the person on the phone I'm having the same issue.
Again, cutting the story short as possible, it was now getting on 9:30pm, and we weren't getting anywhere. We both (tech and I) started picking at straws as to what is going on. I suggested hooking up the other "companion" box that was shipped incorrectly to me, so we did. They had to completely do my account info. Take off the box and input the next box, and other stuff they were mumbling.
Same crap again! Call this number to get a "rehit" in order to continue installation.
I asked if this could be a signal issue, and they held tight that it was not...my signal was green meaning good, and the fact we wouldn't have been able to get this far into it, if it was a signal issue.
I can tell my the guy's tone of voice that he is close to given up, and he even said he has run out of idea's at one point.
It is getting close to 10pm, and he said he had to return a few calls to customers, and would it be ok if he called back in 20 minutes. I said sure.
Again cutting this story short, he never called back and I got tired of waiting anyway since almost an hour had already gone by, so I called the number again, and pretty much started all over.
My wife thinks he probably got off at 10pm, and that's why he ditched me shortly before 10. I think she is right.
So any way...the next person couldn't do anything either. And said a "X1 tech" will have to come out and more than likely swap the box.
So I asked, what is the chances of getting two (2) bad companion boxes, the fact that I have had three techs say the signal to both boxes are good, etc., etc., etc.
I also mentioned the tech will probably show up, scratch his head a few times, and not be able to figure it out.
Unfortunately at this time I was starting to lose it, and I'm sure even tho I was nice about it, the rep could tell I was pretty pissed off. She was aware that I had been on the phone since shortly after 4pm, and it is now 11:20pm.
For the life of me I cant see what a tech at the house can do.
The cable run's are new, no splitters other than at the main connection box on the side of the house. I have a dedicated line to the modem, and another line to feed to TV's.
And everyone said it isn't a signal issue.
And lets not forget they shipped two new companion boxes, and the chance of them both being defected is slim (I think)
So what in the hell is a tech going to do at my house?
Anyway, she set it up for the "X1 tech" to be at my house this Saturday the 16th. between 3 and 5pm
I asked her to put on the order that the tech better come with a brand new box and not a refurbished one (and I will check and know if it is a used box), or he will be taking all the boxes back with him, including the original non-X1 boxes.
I have had years of problems with used boxes these techs have thrown around in the back of their trucks. I have been a customer for almost 15 years now, and know Comcast well.
I was one of two beta testers in the County when Comcast first came to this area. I have met and seen a lot.
So that's my story.
I hope no one has to go through what I did yesterday and last night. I left out so much just to keep this story as short as possible.
I should have done a video of it all. And I would not of hesitated putting it up on YouTube.
And in fact will probably have my alarm system cams with audio I have around the house running when the tech shows up Saturday. That is, if indeed someone does show up. Cant say I have seen Comcast techs doing anything on weekends out here...but who knows.
If they cant fix it Saturday, then I will be an official cord cutter as far as cable TV goes.
Thanks for reading. And OMG I hope no one else has to go through this.
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Long you live and high you fly, and smiles you'll give and tears you'll cry,
and all you touch and all you see, is all your life will ever be.
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