I'm helping a friend(grandbaby's momma) get Comcast installed. She ordered the self-install kit for a basic tv/internet package. Took a while to figure out the coax configuration being used in her duplex but finally figured it out. Got the internet working initially with no problem. They sent her a DPC3941 which I have never used a Gateway myself but familiar due to being on here so much.
I then attempted to set up the video. They sent her a RNG150. I had to use the supplied 2-way splitter at the wall inside to split the signal between the Gateway and STB. Got it all hooked up and connected to tv via HDMI. Powered on an waited. I eventually got the Guide screen and waited and waited. Nothing much changed. Time finally synched but the only channels I could see was something like 884,885,886,887, 888 and 221. I let it go for over 20 minutes but nothing changed. I could access the STB settings, etc. I then went online to her acct and basically had to set it all up from scratch.
But on the page showing the equipment it showed the correct STB however it showed "Unknown" like it wasn.t detected it correctly. I powered it down and let it boot up again. Eventually I call Customer Service. The lady I was talking to said she could see the box. She sent several refresh signals and even a Reset signal to the box but the box appeared the same. She said she would have to schedule a technician. I told her due to this ladies work schedule that would be a problem. I would go to a local Comcast office and swap out the video box and see if that fixed things.
So Tues I take this brand new RNG150 too the local office and swap it out for another box. What did they give me? A stupid older DCT700 and doesn't even have an HDMI output. Well really no problem this lady didn't get HD service so probably not really an issue. So last night, Wed, I get back to working on trying again. Hook up this DCT700 and get a similar experience. Box boots up and I get a signal on the tv that shows it's at least working but stays stuck on loading the Guide. However with this one it appears the new remote doesn't work with anything on this box. Screen shows it's downloading but after an hour nothing changed.
I didn't call Comcast again last night. Signal levels at the Gateway are great so shouldn't be that much different at the STB.
At this point I think I've done about all I can and she needs a Tech. She works 10 hour days Mon-Thurs so those days are out. Fridays are usually busy catching up because of her other 4 work days.
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