eSupport Chat Transcript #1 Doug > My Motorola 3416 cable box isn't working. It's showing 8888 and then rebooting itself constantly. Angela.21460 > Hello Doug_, Thank you for contacting Comcast Live Chat Support. My name is Angela.21460. Please give me one moment to review your information. Angela.21460 > I would be happy to help with that. Angela.21460 > Can you please unplug your box from the power outlet at the wall, wait 10 seconds and then plug it back in. Angela.21460 > Also let me know when you have completed this Doug_ > okay Doug_ > done Angela.21460 > Thank you Angela.21460 > Please hold while I retrieve your account information. Angela.21460 > Thank you for holding. Angela.21460 >&nb sp;I have sent a signal to your box. This will update the data in the boxes' hard drive. Please be aware that it may up to 20 mintues for all of the programs to load. Angela.21460 > Can you please check for any changes? Angela.21460 > Analyst has closed chat and left the room Email sent at: 6:38:39 PM, 2/4/2008 eSupport Chat Transcript #2 Doug > Motorola 3416 cable box won't turn on. Keeps flashing 8888 and then resetting itself. Can't get the guide or any channels to show up. Rol.25531 > Hello Doug_, Thank you for contacting Comcast Live Chat Support. My name is Rol.25531. Please give me one moment to review your information. Rol.25531 > I will be happy to assist you with your questions today. Rol.25531 > Can you please give me your account number and the last four digits of your Social S ecurity Number? Doug_ > sure Doug_ > [account number redacted] Doug_ > [last four digits of SSN redacted] Rol.25531 > Can you please turn off your cable box then turn it on after 30 seconds? Doug_ > yes, I've done that already < b>Rol.25531 > Great. Thank you for that information, Doug. Rol.25531 > H2 Rol.25531 > I am sorry for hitting the wrong hotkey. Rol.25531 > Can you please give me a minute or two while I check on your account? Doug_ > yes Rol.25531 > Thank you very much. Rol.25531 > Can you please give me the serial number of the box located at it's bottom part? Doug_ > [Serial number redacted] Rol.25531 > Thank you very much. Rol.25531 > I will be sending a signal to your digital box to refresh the system. Please make sure that your digital box and TV is on. Your TV screen will turn blue and then black, then go back to normal. Would this be okay? Doug_ > yes Rol.25531 > Okay. I am about to send the signal right now. Rol.25531 > Can you please check on the channels now? Doug_ > still doesn't work Doug_ > the box keeps flashing "8888" then starts over, then says Please Wait on the screen Doug_ > that all takes about 10 seconds Rol.25531 > I see.. What I can do now is to schedule you for an appointment with a technician. Doug_ > okay Rol.25531 > Can you please give me a minute or two while I look for a schedule for you? Doug_ > yes Rol.25531 > Thank you very much. Rol.25531 > The nearest available date would be on Wednesday, between 3pm and 5pm. Would that work for you? Doug_ > yes Rol.25531 > Great.Is there anything else that I could assist you with today? Doug_ > no, thank you Rol.25531 > You are always welcome, Doug. Rol.25531 > Thank you for contacting Comcast! We appreciate your business! Rol.25531 > If you need assistance in the future, please do not hesitate to contact us through Live Chat or E-Mail (available 24 hours a day, 7 days a week). Comcast also offers excellent FAQ and Help forums located at www.comcast.com to help you reach a resolution independently. Rol.25531 > Have a great day! Email sent at: 6:59:22 PM, 2/4/2008 eSupport Chat Transcript #3 Doug > Cable box is broken, had an appointment today between 3PM and 5PM, nobody showed up or called. Rich > Hello Doug_, Thank you for contacting Comcast Live Chat Support. My name is Rich. Please give me one moment to review your information. Rich > It will be a pleasure to assist you with that! Rich > The notes on the account indicate the tech was there at 3:31 and was unable to make contact described building as BRICK HSE BLK DOOR Rich > I can reschedule the appointment for you Doug_ > okay, well I was here all day and nobody ever called or rang the buzzer for my apartment Doug_ > okay Rich > I am very sorry about that, would you like me to note the ticket with a special contact nunmber? Rich > number Doug_ > yes Rich > I can have a tech out 2/7 between 3 and 5 Doug_ > [phone number redacted] Doug_ > I need it scheduled before then, please Rich > 2/7 is tomorrow, that is the first available appointment. Rich > The next 1 is 2/ 8 3-5 Doug_ > I can't do any of those times. I have tomorrow morning or Friday morning. Doug_ > I appreciate that you're trying to help me but this is very frustrating. Doug_ > I had an appointment in late December and nobody ever called or showed up either Rich > My apologies, none of those are available, but Sat 12-4 is available Doug_ > I'm leaving town Friday at noon and won't be back until Sunday night Rich > The next appointments are 1-3, 3-5 or 5-7 on Tuesday Rich > Do you have a picture if you have the cable connected directly to the TV? Doug_ > yes Doug_ > and I have a second box that works just fine Rich&nbs p;> OK, you do have the option to swap the box at a service center... Rich > I would be happy to direct you to the closest service center in your area. However since it is likely there will be several in your area, it will be easier for you to determine which one is closer to your residence, by following the link I provided below. http://www.comcast.com/Localization/Localize.ashx?Referer=/customers/contactus/paymentcenter/locatePaymentCenter.ashx Doug_ > right Doug_ > looks like I'll have to do that Rich > Did you have any more questions or concerns that I could address for you? Doug_ > no Rich > It was my pleasure to assist you, pl ease have a wonderful night! Rich > Thank you for making Comcast a part of your day! We are here for you 24/7 365 days a year! To learn more about your services and find answers to many questions, please visit our FAQ pages: http://www.comcast.net/help/faq/ Rich > Analyst has closed chat and left the room Email sent at: 7:45:04 PM, 2/6/2008 eSupport Chat Transcript #4 Doug > Every time I try to record a show using TiVo, it freezes for five minutes and then the screen finally goes blank and I have to unplug the box. None of the TiVo suggestions are recording either. Ivonne > Hello Doug_, Thank you for contacting Comcast Live Chat Support. My name is Ivonne. Please give me one moment to review your information. Ivonne > Thank You for holding,I have reviewed your request and would be happy to help you with that. Ivonne > I will schedule a tech please hold on Ivonne > I have Sat from 12-4 Doug_ > now I have no signal at all Doug_ > can you send a signal from your end? Ivonne > Please unplug your cable box from the electrical wall plug wait for 30 seconds,then plug it back in. This will reset you cable box. Doug_ > okay Ivonne > How are you doing? Doug_ > it's booting back up Ivonne > Great Doug_ > here's what happened Doug_ > two days ago, I got on this chat thing because my OTH ER TiVo box had problems Doug_ > the lady I was chatting with said she sent a signal to the box and then promptly left the chat room Doug_ > problem is, she sent the signal to the wrong box Doug_ > and it hasn't worked correctly since then Doug_ > every time I try to record something, it freezes up for about five minutes saying Please Wait Doug_ > then, the screen goes black Doug_ > and I have to unplug the box and plug it back in Doug_ > okay, the box is back up now Ivonne > Great Ivonne > Can you record Doug_ > did you send a signal to it? Ivonne > Yes I did Doug_ > it's still not working, it's frozen again Ivonne > Please hold on Ivonne > I would need to know the last 4 dights of the serial number on the box that is having the issue Doug_ > okay, one moment Doug_ > 0 962 Ivonne > Check to see if the box went off Doug_ > still on Ivonne > It should go off now Doug_ > just went off Ivonne > Wait a few moments then turn it back on Doug_ >&nbs p;okay Ivonne > It may take up to 10 minutes for all your services to come back on Doug_ > okay Doug_ > it's doing something different now, which I guess is a good sign Ivonne > That is good Doug_ > okay, I have regular TV but pressing the Guide button and stuff like that doesn't work. Is that the kind of stuff that'll take ten minutes to come back up? Doug_ > okay, TiVo's coming back up now Ivonne > Excellent Ivonne > May I ask if there is anything else I could assist you with today? Doug_ > yes, please just hold the line for a minute Ivonne > Yes I will hole Ivonne > hold Doug_ > looks like I'm still having the same problems Ivonne > I will schedule a tech please hold on Doug_ > wait Doug_ > here's the thing with the tech Doug_ > he doesn't show up Doug_ > he was supposed to be here today Doug_ > he said he was here at 3:31 Doug_ > but he wasn't actually here Doug_ > so I need to know if there's some other way to fix this Doug_ > another tech never showed up in late December, even though he said he did Ivonne > Only to reset the box which we both did Doug_ > that's what I figured Doug_ > okay, so Doug_ > If I take this box into one of the stores Doug_ > and get a new box Doug_ > will TiVo eventually find its way onto the new box? Ivonne > We will get you a new box if that is necessary Ivonne > Please hold while I schedule you Doug_ > can I take this box into a Comcast store instead of having a technician come out? Ivonne > I have Sat from 12-4 Ivonne > You would need a tech to go out Doug_ > What are my options as far as NOT having a tech come out here? Doug_ > Like, stuff I can do myself and the Comcast Connect store that's down the street Ivonne > You would need the tech Tivo needs to be addressed by a tech Ivonne > All we can do is reset the box Doug_ > okay, but if I go into the store and dump TiVo Doug_ > that works then, right? Doug_ > just get a new box with the old Comcast software on it, right? Ivonne > Yes you can do that as well and the agents there will change the codes on your account Ivonne > Is that what you want to do? Doug_ > okay, well here's what I'm wondering Doug_ > I take my two broken boxes into the Comcast store Doug_ > they give me two new ones but don't change the codes on my account Doug_ > I hook the two new ones up Doug_ > and TiVo uploads itself onto the two new boxes? Doug_ > or does it not? Ivonne > That is not how it works Doug_ > because TiVo magically uploaded itself to my other DVR box (that's now broken) automatically somehow Ivonne > You would need a tech for Tivo Doug_ > okay, so that was a fluke then Ivonne > It has tivo information inside the box that the tech accesses Doug_ > I see. Doug_ > okay, I'm going to go to the store then and see about getting these boxes fixed first Doug_ > then I'll decide if I want to add TiVo again in the future Ivonne > That would be good Ivonne > May I ask if there is anything else I could assist you with today? Doug_ > Ivonn e, it's been really fun troubleshooting this with you Ivonne > Thank You Ivonne > You are very welcome. Ivonne > It was my pleasure chatting with you, Have a wonderful evening! Doug_ > good night Ivonne > Thank you for making Comcast part of your day. You may contact us through Live Chat or E-mail ( 24 hour s a day, 7 days a week). Thank you for choosing Comcast we appreciate your business. To visit our local support page including links to contact us via Email, as well as many downloadable forms,and FAQ pages, please visit: http://www.comcast.com/nesupport/ Ivonne > You too Ivonne > Good Night Ivonne > Analyst has closed chat and left the room Email sent at: 11:17:09 PM, 2/6/2008