Welch Company
San Francisco, CA
S U M M A R Y
DIARY: October 19, 2010 09:50 AM Tuesday;
Rod Welch
Comcast store return defective equipment cable box remote control.
1...Summary/Objective
2...Channel Display Includes Record Movies Broadcasts Cable Controller
3...Display Channel Television Controller and Record Movies Broadcasts
4...Television Controller Display Channel and Record Movies Broadcasts
5...Record Movies Broadcasts Television Controller Display Current Channel
........Cable Box Digital Video Recorder (DVR) Comcast
........Digital Video Recorder (DVR) Comcast Cable Box
........Comcast Built-in Digital Video Recorder (DVR)
........Comcast Using Built-in Digital Video Recorder (DVR)
........Playing Recorded Programming on Page 27...
6...Comcast Signal Activating Television Cable Box Delayed
7...Wireless Router High Speed Replace Cables Maintain Productivity
..............
Click here to comment!
CONTACTS
0201 - Comcast Corporation
020101 - Mr. Customer Assistant
020103 - Customer Support Department
SUBJECTS
Mistake Corrected Invoice 3599421 Comcast Exchange Television Cable
3003 -
3003 - ..
3004 - Summary/Objective
3005 -
300501 - Follow up ref SDS 5 0000, ref SDS 4 0000.
300502 -
300503 -
300504 -
300506 - ..
3006 -
3007 -
3008 - Progress
3009 -
300901 - Exchange Comcast cable controller box for one that shows the channel.
300902 -
300903 - Visited Mary.
300905 - ..
300906 - Explained defects in cable controller box, which Mary exchanged
300907 - Saturday on Comcast's initiative, and without request of the customer,
300908 - reported 101016 0712, ref SDS 5 NK5O Reported Comcast recommendation
300909 - to exchange the cable controller for a unit that displays television
300910 - channels, also shown on 101016 0712. ref SDS 5 3244
300912 - ..
300913 - Also returned defective remote control.
300915 - ..
300916 - The remote control may not be defective, but rather simply needs to be
300917 - programmed to the television specification. It works for the cable
300918 - control box, because it can be pre-programmed, but not for the
300919 - television, reported on Saturday, 101016 0712, ref SDS 5 3241,
300921 - ..
300922 - Actually, the remote control could be defective, because the Comcast
300923 - agent, Jesus, helped program the remote control on Saturday, and it
300924 - still failed to perform, reported on 101016 0712, ref SDS 5 VA9M
300926 - ..
300927 - Instructions for programming the remote control to the television are
300928 - in the product specifications for the remote control. This procedure
300929 - was used for the Vizio, when first purchased, reported on 091006 0930,
300930 - ref SDS 3 TJ7H, and citing the earlier record on 091006 0930.
300931 - ref SDS 3 TJ7H. ref SDS 3 TJ7H That is why the original remote
300932 - control works.
300934 - ..
300935 - Mary provided assistance on...
300936 -
300937 - Invoice.............................. 3599421
300938 - Date................................. 101019 1151
300939 - Employee ID.......................... 1LEN QIN
300940 -
300949 - Ending Balance....................... 0.00
300951 - ..
300952 - Mary pointed out that this invoice shows Comcast correction on
300953 - errorneous $9.58 charge on the prior invoice, reported on 101016 0712.
300954 - ref SDS 5 PL3H, has been removed, since the current balance now shows
300955 - $0.00.
300956 -
300958 - ..
300959 - Channel Display Includes Record Movies Broadcasts Cable Controller
300960 - Display Channel Television Controller and Record Movies Broadcasts
300961 - Television Controller Display Channel and Record Movies Broadcasts
300962 - Record Movies Broadcasts Television Controller Display Current Channel
300963 -
300964 - Mary exchanged the cable box received last Saturday, for a model that
300965 - displays channels, as requested, per above. ref SDS 0 PP5H She
300966 - explained that the store no longer has the cable controller box, which
300967 - she exchanged on Saturday, and which displayed the current channel.
300968 - As a result, Comcast cannot return it today to correct the mistake on
300969 - 101016. ref SDS 5 NK5O She said the only cable controller Comcast has
300970 - in the store today with high definition television service and that
300971 - displays the current channel is a model that includes recording to
300972 - play back broadcasts like movies and sports events. Mary explained
300973 - that since Comcast is providing this unit to correct a mistake, there
300974 - is no charge for the additional recording feature.
300975 -
300976 - [...below on 101019 0950 at 1018 Comcast submitted
300977 - manual with procedures for using DVR feature of
300978 - television controller box to record and play recorded
300979 - movies, and other broadcasts. ref SDS 0 9E8H
300981 - ..
300982 - Mary submitted the following equipment....
300983 -
300984 - 1. MA1030FB2546.............. Returned (cable box)
300985 - 2. PAEY00579687.............. Returned (remote control)
300986 - 3. MA0720CAEP56 ............. Iss (cable box and recorder)
300987 - 4. M10724TDU284.............. Iss (remote control - not needed)
300989 - ..
300990 - Automated Box activation call 1 877 761 5018 available 24/7
300992 - ..
300993 - Mary said that after connecting the equipment, call the box activation
300994 - number and give them the last 4 digits of the cable controller box
300995 - serial number, in this case....
300996 -
300997 - EP56
300998 -
300999 - ...following the procedure explained during the meeting at Comcast on
301000 - 101016 0712. ref SDS 5 J25O
301002 - ..
301003 - Mary submitted a 2nd invoice on this transaction...
301004 -
301005 - Invoice.............................. 3599423
301006 - Date................................. 101019 1153
301007 - Employee ID.......................... 1LEN QIN
301008 -
301019 - ..
301020 - Note: $10 off/mo x 6 MOS... Retention offers.
301022 - ..
301023 - Not sure what the 2nd invoice is for. Mary seemed to say something
301024 - about the Comcast store could not give back the cable box
301025 -
301026 -
301027 -
3011 -
SUBJECTS
Cable Box Digital Video Recorder (DVR) Comcast Built-in Procedures I
4503 -
4504 - 1018
450501 - ..
450502 - Mary demonstrated how to record broadcasts using the Comcast televison
450503 - controller box, received today, per above, ref SDS 0 TK68, and she
450504 - submitted a manual...
450506 - ..
450507 - Cable Box Digital Video Recorder (DVR) Comcast
450508 - Digital Video Recorder (DVR) Comcast Cable Box
450509 - Comcast Built-in Digital Video Recorder (DVR)
450510 - Comcast Using Built-in Digital Video Recorder (DVR)
450511 -
450512 - Recording broadcast programs on Page 27...
450514 - ..
450515 - Guide button - large red button on left side near middle of
450516 - remote control - opens On-screen Progam Guide mode for
450517 - selecting a broadcast.
450519 - ..
450520 - While in On-screen Program Guide, highlight a program of
450521 - choice, and when highlighted, press "Rec" buttom to schedule
450522 - recording the broadcast at the specified time.
450524 - ..
450525 - "Rec" button is on the right side of the Remote Control near
450526 - the top, and below Fast-forward and above "Live" buttons.
450527 -
450529 - ..
450530 - Playing Recorded Programming on Page 27...
450531 -
450532 - My DVR button in middle of Remote Control near top below
450533 - Equal, and between Instant Replay and Live buttons.
450535 - ..
450536 - Pressing My DVR opens a list of recordings. Select and play.
450537 -
450538 -
450539 -
450540 -
450541 -
4506 -
SUBJECTS
Comcast Signal Activate Television Cable Box Delayed Wicked Problems
6603 -
6604 - 1420
660501 - ..
660502 - Comcast Signal Activating Television Cable Box Delayed
660503 -
660504 - Installed the exchanged television cable box controller.
660506 - ..
660507 - To save desk space, placed the cable box on a stool with books to
660508 - reach an elevation so the channel display is visible above the top of
660509 - the desk and below the wall table that holds the Vizio television
660510 - being used for a computer monitor, and also the modem, router, and
660511 - speakers.
660513 - ..
660514 - Called Comcast to activate Comcast service to the cable box, following
660515 - procedures given by Mary earlier today, per above. ref SDS 0 F65I
660516 -
660517 - 1 877 761 5018
660519 - ..
660520 - Entered the cable box serial number, per above...
660521 -
660522 - EP56
660524 - ..
660525 - This did not activate television service.
660527 - ..
660528 - Called Comcast for assistance setting up the cable controller.
660530 - ..
660531 - Talked to Angela
660533 - ..
660534 - Found have to set the Input button on the remote control to open a
660535 - menu for choosing the television singal connection, similar to
660536 - setting the HDMI port for the computer.
660538 - ..
660539 - Actually, this was unnecessary, because the television was already set
660540 - to HDMI1, from the original setup last year on
660542 - ..
660543 - She tried to set the cable box to receive a signal. This failed, so
660544 - she scheduled a technician to visit today after 1400 to fix the
660545 - problem.
660546 -
660547 -
660549 - ..
6606 -
6607 -
6608 - 1527
6609 -
660901 - Richard the technician arrived.
660902 -
660903 - When he came in the room and turned on the television, the channels
660904 - were working correctly before he did anything.
660906 - ..
660907 - Richard said the problem was likely that sending the signal from
660908 - Comcast was delayed in the system by very heavy traffice. He said
660909 - that sometimes it can take several hours.
660911 - ..
660912 - Richard investigated and determined that configuration today, reported
660913 - above, ref SDS 0 PP7Y, is correct using a splitter to branch the
660914 - Comcast cable for serving both the television and the Internet.
660916 - ..
660917 - He said usually, the problem with failed service is that customers
660918 - make mistakes connecting splitters and cables, and/or system settings
660919 - are incorrect. He advised that rarely is there a delay getting the
660920 - startup signal from the Comcast control center, as occurred today.
660921 -
660922 -
660923 -
6610 -
SUBJECTS
Netgear WNR1000 N150 Transmits 100 MB/s Rated Poorly Reviews Cisco L
8103 -
810401 - ..
810402 - Wireless Router High Speed Replace Cables Maintain Productivity
810403 -
810404 - Asked Richard about high speed wireless routers, being considered for
810405 - purchase to support the new HP Pavilion Elite c17 computer, reported
810406 - on 101017 0906. ref SDS 6 3H94 Will they work as well or better than
810407 - the current wireless cable router described as...
810409 - ..
810410 - Netgear RP614v2
810411 -
810412 - a. Internet WAN 10/100 Mbps (auto-sensing) Ethernet
810413 - b. RJ-45 LAN 4 ports 10/100 Mbps (auto-sensing) Ethernet
810414 -
810415 - ...shown in the record on 030814. ref SDS 1 9Q8G
810417 - ..
810418 - Richard recommends getting a Comcast wireless router. They are faster
810419 - than most cable routers, and there is no charge from Comcast, except
810420 - shipping charge.
810421 -
810422 - http://www.comcast.com/wirelessrouter
810424 - ..
810425 - Richard is not sure the product specification for the router that
810426 - Comcast provides under this offer.
810428 - ..
810429 - Called Comcast...
810430 -
810431 - 800-266-2278 O-00000859 0405
810433 - ..
810434 - They are shipping a...
810435 -
810436 - Netgear RangeMax WNR1000 N150 Transmits 100 MB/s
810438 - ..
810439 - Research indicates this router has minimal capability.
810441 - ..
810442 - Router comparison chart is listed on the Internet...
810443 -
810444 - http://www.smallnetbuilder.com/component/option,com_chart/Itemid,189/
810446 - ..
810447 - There are many Netgear routers reviewed, but the one Comcast is
810448 - furnishing free is not listed.
810450 - ..
810451 - Linksys E3000 - research indicates provides good wireless router
810452 - performance, that seems comparable or better than the current cable
810453 - Netgear router.
810454 -
810455 - http://www.smallnetbuilder.com/wireless/wireless-reviews/31134-cisco-linksys-e3000-high-performance-wireless-n-router-reviewed
810456 -
810457 - [On 101021 0953 removed Linksys E3000 router from order for
810458 - c17, because their price is $180, and it can be purchased
810459 - separately for $30 less. ref SDS 7 GE5H
810461 - ..
810462 - We had problems getting the Comcast online order system to work.
810464 - ..
810465 - Richard said sometimes the volume of traffic causes problems. He
810466 - suggested trying again later.
810467 -
810469 - ..
8105 -
8106 -
8107 - 1641
8108 -
810801 - Tried online ordering Comcast wireless router. The system seemed to
810802 - work this time. Got confirmation that the order was placed.
810804 - ..
810805 - Hope thi works, will save about $160, considered for HP order,
810806 - reported yesteday on 101017 0906. ref SDS 6 3H94
810807 -
810808 -
810809 -
810810 -
810811 -
810812 -
8109 -
Distribution. . . . See "CONTACTS"