Comcast is driving me nuts. Digital cable problem for three weeks and they won't fix it.?

Question

Techs have been out three times without fixing the problem. Each time they say that they have to call someone else.

Digital cable cuts in an out, the sound drops and the picture gets scrambled every few seconds. First tech replaced all cable from the pole and it still happened. Second tech climbed the pole and said he could find problem and left without fixing it. Third tech climbed pole and said there was a signal problem, but that unless there are three complaints in one neighborhood they will not work on the lines or node. Each time nothing is resolved and I have to start over with customer service. Twice techs have not shown up.

Has anyone seen a problem like this with digital cable and how was it fixed?

Thanks.

Answer 1

I see that constantly. Of course, I'm a cable guy, so that's to be expected.
They need to get their distribution techs out on the hard line, no question. If they haven't been getting many complaints, then the problem is very likely between your home and the nearest line extender (a type of amplifier, it'll be a foot-long metal box somewhere on the cable line along the road). In fact, if you're near the end of the line, the LE is probably defective or the tap plate feeding your drop line is too high a value.
Regardless, those jackasses need to stop dropping the ball on this. It doesn't matter if three people haven't complained. Even if you were the only one in the country with digital breakup, they'd still need to send out the proper type of technician to fix it.

You need to speak to the distribution tech supervisor. If the call center won't forward you to him, visit your local office and make sure that the reps behind the desk (and everyone else in the room) know that you're serious.
I wish I could help, but thankfully, I don't work for Comcast.

Answer 2

Do what I did. I had so much problems with them at times, they try to bull crap you around. I called the city attourney's office and asked them what I should do to get them to fix my problem, they gave me the general manager's phone number from cable. Oh I got my butt kissed, got 4 months credit off my bill and the problem got fixed. Well, it has been 4 years and now the problem is back and the same one too. Low power signal, loss of stereo on certain channels, lines in the picture, bad reception, and every time the weather gets bad, the picture is worse. Right now I am only getting 49 percent of power from comcast, ( I have a signal meter in my television), They cannot afford to lose your business, talk to the general manager. let him / her know how long this has been going on. Be Nice!!!!! My problem was in the HUB, I bet yours is too. Yes, also there is a problem in the node too, especially when it come to speed on the computer. Ask the general manager if a service manager can come to your home, you have been through enough. They need to increase your power and fix what is wrong at the hub. A power booster on your cable line behind your TV is a joke! Keep calling. You may have to leave a message on the general manager's phone and ask this person to call you back and why, this person will just have them correct this, and call again if this gets shoved aside by the workers, let comcast know that you called the general manager!!! I know I am giving them one more chance to fix or I go direct TV. They are trying to save money by decreasing the power, well it won't help if they lose customers. Good Luck. P.S. phone reps are full of it. ( You Know).

Answer 3

The EXACT same thing happened with me on COX Digital cable! The signal was measured to be OK...the signal to noise was OK...but the signal scrambled every 6 - 15 sec in the evening or on weekends. I believe the problem is with whatever served the digital streams to the customers...when the load gets high, the signal has gaps, that is all the right bits get to my home, but not in a steady, continuous stream.
The techs saw it...and said it was their problem. My neighbor experiences the same problem.
In the end, COX did nothing. I switched to DirectV...I suggest you do the same.

Answer 4

Sometimes the best way to deal with something like that is to contact somebody at the top. www.hoovers.com will let you do a free search and get the CEO's name and address. Write to him/her. If you do write, be calm and matter of fact. SImply explain about the problem and ask that they do something about it. Results can be spectacular when you approach it that way.

If that fails, contact your city. All cable companies are on contract with and regulated by the city.

Answer 5

Sorry, I without notice met a similar situation final month when I have been given a clean television.. i attempted the code interior the Comcast instruction manual for the recent television and not something! I could desire to apply the television distant to coach it off. in case you do discover out, please enable me understand!

Answer 6

Contact the Better Business Bureau. I did this when AT&T shut off my DSL for no reason, then once I filed a BBB report, voila, it got turned on and they were offering me credits on my bill.

http://www.bbb.org