Comcast Corporation
Comcast Of Flint Ripoff bad DVR cable boxes, had to buy switcher to watch DVD

Recently Comcast started offering DVR in our area and I ordered it. I got "dual line" so I could watch one show while recording another. Before this I had digital cable and could only record a show after programming both the VCR and Cable box; but if I wanted to record one show while watching another I'd have to RENT a second box, hook up my VCR to that box and record the show. Then I'd have to switch somehow to the VCR to watch the recording. Irritating. I liked the idea of recording digitally, retaining the clarity of picture and sound; getting away from tape.

So I got the DVR. The first install technician had looked at my old setup (which included a VCR, DVD, and a stereo reciever) and had a difficult time figuring out the right way to do it. Some cable switches later the DVR was hooked up to the Component video inputs in the back of my TV. But now the DVD was hooked up to the video in section on back of the DVR and I couldn't figure out how to watch a DVD much less if the inputs in back were even active. I sent the following via the support section of Comcast's website:

"Got DVR finally, yay. But now the only way I can watch a DVD is to physically move my TV, unhook the component cables, and hook up my DVD. Then back again to watch cable. The installer assured me the RCA video out on the back of the DVR would work [to send the video signal from the DVR to TV] too but it does not. This is why I am leery of buying a S-Video cable to test that route. Regardless, now it seems that I'll need some kind of switcher or router to use both the DVR and DVD."

I cannot, per the statement contained in the emailed reply, quote the reply from Comcast so here are the highlights:
* DVD players are NOT supported by Comcast
* suggested that I get some form of A/B switcher to route the DVD or any other element that needs to use component or S-Video

In other words, spend more money... Which I did. I now have a switcher with S-Video signals from the DVR and DVD. Spent about $40. But wait... There's more!!!

About 12 hours after the DVR was hooked up it stopped accepting commands to record anything saying that there were "too many events scheduled" when there were none scheduled at all. I called Comcast and a very patient woman walked me through the troubleshooting steps. We were unable to resolve the issue and a swap was scheduled in two days time. Less than 24 hours later the DVR stopped transmitting video and audio. I called Comcast and told them. They confirmed that the DVR would be replaced.

Saturday the DVR was replaced. Then more strange behavior began. There was no sound when it was turned on. I would get sound if I activated a DVR recording or unplugged the power (to restart) and then things were fine. This resulted in another call to Comcast and once again they said they would replace the (new) DVR on the next Saturday. The tech showed up and was not able to resolve the issue and suggested that it was my TV. He replaced the DVR after grumbling a bit.

Then, that night, DVR #3 spontaniously shut down and restarted after pressing the MENU button on the remote. After doing this several times I called Comcast, yet again, on Sunday evening. I was told that a lot of people who had DVRs were experiencing this problem. They said they were aware of this and that a solution was being worked on.

To Comcast's credit, the people I have talked to have been very patient and sympathetic. I was given a $20 credit.

But come on... This stuff should be tested and solid before sending out into the world.

The point to all this that I can offer ANYONE considering getting this is to ask questions and pin them down. Will I be able to to this or that? Is it compatible? So on...

One theory offered was that Cable providers deliberately make it difficult to watch DVD or VCRs in order to force the user to use the growing and pricey Pay-Per-View and premium channels.

John
Flint, Michigan
U.S.A.

Company: Comcast Corporation
Country: USA
State: Michigan
City: Flint
Address: 3008 Airpark Drive-South

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