Call RCN! At least let them know there's a whole bunch of us interested in service in other parts of the Bay Area.
jb

I know this question is slighly off the topic, but here it goes. I currently have 1 6200 and 1 of the older digital boxes, series 2000 I think. I currently pay the extra $5 for my HD service and an extra $6 something for having more than 1 box. If I wanted to trade my older digital box for another 6200, would I get charged an extra $5 for my second 6200? The new 6200 would not be hooked up to an HD TV, but I could use the S-video output. I just like the faster guide of the 6200 and I could get better picture quality using S-video on my regular analog TV. Any thoughts?

Just called Comcast about HD DVR for Pleasanton area and was told they are not available until around December 9th.

I'm going to wait a bit on the DVR to see what really happens when someone decides they want to record a show to their D-VHS deck. I'm not talking recording something on the drive but something live. Some shows I like to archive others a DVR would work just fine.

Originally posted by Ace of Space
I know this question is slighly off the topic, but here it goes. I currently have 1 6200 and 1 of the older digital boxes, series 2000 I think. I currently pay the extra $5 for my HD service and an extra $6 something for having more than 1 box. If I wanted to trade my older digital box for another 6200, would I get charged an extra $5 for my second 6200? The new 6200 would not be hooked up to an HD TV, but I could use the S-video output. I just like the faster guide of the 6200 and I could get better picture quality using S-video on my regular analog TV. Any thoughts?

I would say "Yes", they would charge you $5 more on top of what you are paying, because the HD capable box is what the $5 is going for.

-Yuri

Final update (I hope), for those that may experience a similar problem......
First off, Comcast had my neighborhood completely mapped out incorrectly
as far as tap placement, cable runs, etc. In fact, they did not even show
my property, which is 11 years old! After testing all lines & splitters, installing
new cable, and checking the amplifiers, the tech finally ened up adjusting my
tap to get the proper readings, and now my 6200 AGC has dropped from
79% (Fair) to 51% (Good) and from ~5000 to ~0-2 correctable errors.
Time will tell, but I think this should resolve my intermittant loss of locals
reception. I gotta admit, although the scv tech level of expertise varies greatly,
Comcast's service response & followup has been outstanding!

Originally posted by mds54
We found the problem......
It's their *amplifier* which feeds my tap. I'm getting less than half
of the signal that I should be getting, which would certainly account for
the breakups. Now they've got to have another team come out and
tweak/adjust all the neighborhood amplifiers including mine. Should
be done by the end of the week......

Originally posted by mds54
Final update (I hope), for those that may experience a similar problem......
First off, Comcast had my neighborhood completely mapped out incorrectly
as far as tap placement, cable runs, etc. In fact, they did not even show
my property, which is 11 years old! After testing all lines & splitters, installing
new cable, and checking the amplifiers, the tech finally ened up adjusting my
tap to get the proper readings, and now my 6200 AGC has dropped from
79% (Fair) to 51% (Good) and from ~5000 to ~0-2 correctable errors.
Time will tell, but I think this should resolve my intermittant loss of locals
reception. I gotta admit, although the scv tech level of expertise varies greatly,
Comcast's service response & followup has been outstanding!

Congratulations, sounds like it is fixed, and thanks for keeping us posted, good info..:)

I recently called up comcast to see if San Carlos has HD available (it is). And the CSR told me that I would have to subscribe to Digital Service in order to get HD. Is this true? I've heard otherwise.

Not true. If you subscribe to basic analog service and rent the HD box ($5/month), you will receive at least the locals that Comcast offers (NBC, CBS, ABC, PBS). Other channels may or may not be available with this level of service. These include INHD, INHD2, DISC-HD, ESPN-HD, SHO-HD, HBO-HD and CIN-HD.

The first 4 will/may require some level of digital service (not sure which level - somebody?), but in some areas are in the clear with basic analog service. The remaining 3 you will/may get if you subscribe to that package, e.g. if you subscribe to digital cable and have the HBO package add-on, then you will get HBO-HD.

I didn't mention STARZ-HD as this one is already encrypted everywhere in the bay area I think.

Hope this helps,
jeff

xeenman,

Not true, if all you want is the HD locals (CBS, ABC, NBC and PBS, plus whatever others get added in the next year-- probably WB and UPN). No Fox HD until 1/1/2006 at the earliest, unless there is a big surprise.

You only need to subscribe to limited basic (between $8 and $17 a month, depending on your jurisdiction) + $6.95 per month (or close to it) for the HD STB box rental (+ applicable taxes). (HD STB rental is $5 per month if you subscribe to a digital "package.")

Also, you will get the PBS standard def multicast stations, the digital music channels and access to video on demand (not 100% certain on the VOD) and anything else on digital that is unscrambled.

For another $10 per month (or a little more-- recent rate increase?), you add the Digital Classic tier (emphasis on "tier"-- this is NOT digital "package" which would include expanded basic channels and cost at least $50 per month), which currently gives access to ESPN HD, INHD, INHD2 and Discovery HD, plus miscellaneous standard def digital channels.

Some of the non-local HD channels might be unencrypted (unscrambled) in your area, so you could try the limited basic + HD STB and see what comes through in the clear before you decide whether to upgrade by adding the Digital Classic tier.

P.S. If you have your own QAM 256 tuner, included in some of the newer HDTV's and combined OTA/cable HD STB's, you don't even need to rent the HD STB from Comcast if all you want is HD locals. If you have a cable card HDTV, even better-- you don't need the STB even for scrambled channels. But no VOD without a Comcast STB.

Originally posted by keenan
Congratulations, sounds like it is fixed, and thanks for keeping us posted, good info..:)

Thanks keenan, but I spoke too soon.....
almost all of my stations are now pixilated to the point of being unwatchable, and the 6200 correctable error count reads in the hundreds of thousands. Another service call tomorrow...... :(

I live in Sunnyvale, home of limited Comcast HD channels. I decided last week to call the City of Sunnyvale and 'complain' about Comcast HD service in my area. Why do I have to pay the same rate as everyone else in the Bay Area when I don't get all the HD channels? When will that change?

You know the questions.

Well, the person I talked to at the City was very helpful, promised to ask Comcast for more detail, and promised to get back to me. She did all of that! However, the response she got back from Comcast was "well, marketing decides the lineup for each city...", not answering the question when will that change for Sunnyvale.

She also told me that the City's contract with Comcast is up for renewal next year, and the city is already starting to gather community input. I talked with another person at the City (the 'relationship' with Comcast is handed by the Information Technology department of the City), and he let me know that there is a community meeting next week to "find out what the community thinks about Comcast, and what they would like to see from Comcast". This information will be used when going to Comcast to negotiate a new contract.

So, I would encourage all you disgruntled Sunnyvale residents to attend this community meeting:

Community Meeting to Discuss Comcast Cable-Related Needs and interests:
Wednesday, December 8
7:00 - 8:30 PM, Sunnyvale Community Center,
Neighborhood Room,
550 E. Remington.
For more information contact Ernie De Frenchi at 408/730-2759 or edefrenchi@ci.sunnyvale.ca.us

Even if you can't attend, Ernie DeFrenchi (the email address given) said you can send him an email with comments/complaints/wish list.

I asked him how well attended these meetings usually are, and he said "sometimes 2 or 3 people, sometimes 20".

So, Sunnyvale, this is your time to speak up! Let's pack the community center with 50 people who all want LOTS of HD content, DVRs, affordable prices, and more informed customer service agents!

A citizen's advisory committee might wield some influence, if you can get the City Council to appoint one.

Also, see the franchise renewal report commissioned by various cities in Contra Costa County-- it's very comprehensive and will be a good read for your City Council and staff. I believe there's a link to it somewhere up above in this thread, about 2 to 3 months ago.

Don't ask me how, but I have an appointment to get a DVR installed this Sunday between 12 and 4 in Moraga. I know, I know...they're not out yet in the Bay Area. However a little (ok, a lot) of persistance and having the right email addresses seemed to finally pan out. But don't worry -- the same source that had the power to get me one is saying the launch date will be in the latter part of next week.

I'll let you all know how it works out.

I was told by a Comcast CSR that the Sunnyvale rebuild will be done by the end of December, early January.

the excuse i got day after turkey day, when i went to the fremont comcast office, was there were enough...

wait... so they have them... why not give them first come first serve?

she had no answer... GRRRRRRRRRR

Originally posted by Bill
I was told by a Comcast CSR that the Sunnyvale rebuild will be done by the end of December, early January.

wanna bet?

Originally posted by Bill
I was told by a Comcast CSR that the Sunnyvale rebuild will be done by the end of December, early January.

...Of 2006-2007...:p

Fender,

Do you have the number I would need to call to schedule an install? I am assuming that since you have the install scheduled, they are not letting you come by and swap boxes.

Thanks,

Kris

Originally posted by KGD_007
Do you have the number I would need to call to schedule an install? I am assuming that since you have the install scheduled, they are not letting you come by and swap boxes.

I got this install via "other means" so I'm not sure if you can call and schedule an appointment yet. I told them I could pick it up at the local office but they insisted they would send someone out on Sunday to do it for me free of charge. I'm not sure if this is an indication for when it officially goes public, but as DCT said earlier, it's probably going to depend on the region you're in. I was told a few weeks ago the Delta Valley region would be able to swap boxes in person...I'm not sure if that's the case anymore.

I'm in Fremont, and receive all the HD channels fine all the time except INHD1-2.
I rarely get the INHD1-2. When I did get them (like today), I noted down the diagnostics for signal strength in the "Inband Status" menu for 1) INHD and 2) Discovery HD (which always comes through fine)
--------------------------------------------------
--- INHD----
mode - 256 QAM
carrier lock - yes
data - yes
snr - 27.4 db - poor
agc - 78% - poor
uncorrectable 0
correctable 22892

--- Discovery HD
SNR - 36.3 db - good
AGC - 50% - good
errors - 0

------------------------------------------------------

Anyone else see reception problems with INHD when the others are fine? Any known solutions? Why are the INHD signal strengths different from the others?

I also have cable modem in my house, which works fine (on a splitter tap that has 3 db less attenuation than the TV, though..)

foobart,

What frequencies do they have those channels on?

Look at d06 under inband frequecies...Perhaps they squeezed them somewhere they shouldnt have (too close to the end where it might tail off, or two close to something else that is bleeding over)...either of those would be out of your control though

Anyway, to pull the splitter out temporarily to get that 3db back and see if it improves

Foobart

I'm in fremont too and I have exactly the same issue with INHD and INHD2. They are both on 681Mhz. I get everything else fine including KGO which is at 791 MHz but not INHD and INHD2.

I have had 3 service call outs after the 3rd one I finally convinced them it is a signal issue and not an auth issue. They kept on saying it was an addressability issue over and over.

On the last call I ahd them remove everything and run the line directly to the tap on the pole. With this it came in pixilated and dropping out. Now they were happy it was a signal issue. They replaced the drop from the pole and now I get a pixilated picture most of the time.

They dispatched it to their network dept to find the root cause. It is strange that only those frequencies are having a problem but it is, must me an amp tuning issue somewhere in the netwok.

I would imagine you must be close to me to be having the same problem. Are you in 94538?

Kevin

I'm in 94539, in the Warm Springs area by Mission.

Is this seen only in Fremont, or others seeing it too?

PLEASE HELP....Comcast is at a loss about this problem. More clues:
Drops are most noticable on KGO digital/HD. During a drop, the 6200
dignostics read:
SNR: 0db - INVALID
AGC 0% - INVALID
After reception returns, all readings are GOOD again.
Anyone else? Any ideas at all?

Originally posted by mds54
New installation.....San Jose 750Mhz rebuild, 6200 receiver:
cannot watch LOCAL digital/HD channels without an intermittent picture freeze and then black screen - no video/audio - for up to 30-60 seconds before reception returns. This seems to be happening about 3-5 times per hour. All other channels (including other HDs) don't seem to be affected by this problem.

mds54, I doubt this is the isue, but has comcast been doing upgrade work in your area lately? The reason is the DFB lasers that are used to drive the signal over fiber can be driven into nonlinearity by excessive power being fed to them. They end up clipping and the whole signal gets trashed. This would match the symptoms you are seeing.

I don't think this is what's going on though, because this clipping would affect all channels, not just a one or two. Also, Comcast has great engineering staff in this area, and I doubt they would miss this.

This problem can sneak up on you, and be very intermittment, because if it's on the edge the analog channels can occaisonally peak at the same time driving the laser into clipping. If they are adding a bunch of channels, this can affect the total power fed to the laser.

Again, I don't think this is the problem, but something to consider.

thanks,
Mike

This can

I had no reception on ESPNHD, ABCHD and makor pixellation on CBSHD this afternoon trying to watch the football games. Anyone else?

Originally posted by takeshi
I had no reception on ESPNHD, ABCHD and makor pixellation on CBSHD this afternoon trying to watch the football games. Anyone else?

Had the same problems so I turned off Comcast and watched the games OTA. Didn't have the problem on ESPN though, just CBS-HD and ABC-HD. Called the Comcast and they said no one else had the problem and wanted to send a reset signal to the box, I told them that would not fix the problem but they insisted it would, so they did and it didn't fix the problem. Voom or Dish is looking better every day now. I'm waiting for the dvr roll-out, if that doesn't happen soon then there's nothing to keep me here.

Laters,
Mikef5

After over a year of waiting, I finally have the ability to record HD!! I was the first install in the area so the installer was kind of winging it but it went surprisingly smooth. It took about 15 minutes to download the software and immediately I was able to watch, pause, and swap tuners. The installer was actually surprised it went smoothly because the Comcast employees who were able to take one home about a month ago were having problems with tuner-swapping (apparently they had some sort of lottery to see who gets to take one home). I asked him when it was going to be publicly available and he said it's supposed to launched tomorrow. So I would start calling tomorrow (and every day after that) until you get an appointment.

I won't bore you with my thoughts since their are plenty of threads that deal with this. Ok, a few thoughts:

- HD PQ hardly suffers at all

- Swapping tuners works well however there are certain times when you can't do it (like when you have the guide/menu up)

- The guide/menu system is 100x better then the current one. I know we all knew that but you really don't know until you actually see it in person

- Changing channels is much faster if you're used to using a IR blaster from a Tivo/Replay like I am. I expected it to still be slow because of the buffer however it's just as fast as the 6200.

- Choosing 'HD' in the menu just bring up a sub-channel guide that only displays the HD channel grid (pretty cool, however it doesn't know if it's actually HD or if it's just upconverted)

My channel lineup is almost done downloading so I'm going to check out the "Series Recording" capability. Should be interesting.

How on earth did you get a 6412 box? I've been calling basically every week and every week the news gets worse(they're saying end of december now). My 5100 box is slowly dying so I really want to get my hands on it both because I want DVR and because i don't want to bother exchange my current box just to do so again in a few weeks. CSR seem to know nothing about nothing. How can I actually get my hands on one of these.

-Zack

Originally posted by fender4645
After over a year of waiting, I finally have the ability to record HD!!

So, they really do exist, I'll have to call my local office tomorrow and see what's up...been waiting until I was sure there really was such a thing as a DVR in the bay area.. :D

How on earth did you get a 6412 box?
A lot of persistence, blood. sweat, and tears :D. Honestly, I emailed the right person who escalated it far enough to where I could get one a little early. It was kind of funny because on the installer's work order, in the notes section it said "Do whatever is necessary to make customer happy." I think he thought I was some sort of VIP who's best friends with the CEO of Comcast :).

Yes, Keenan...the pot of gold actually does exist on the other side of the rainbow. :)

December 9 is still the date of official release, but keep your fingers crossed as it is not set in stone. They might start making appointments a couple of days earlier, but the first date for installs will be no earlier than the 9th.

If you can get through to the right level of management to set something up before the 9th, as did our friend fender, more power to you.

Originally posted by SonomaSearcher
December 9 is still the date of official release, but keep your fingers crossed as it is not set in stone.

The installer did confirm the reason for the current delay was the remotes. The remote I got is a cheap ICX branded remote -- it does have the swap button though. It looks like they purchased a few of these for an extremely low cost (according to the installer). He did say that once the "real" remotes are ready, I could swap it at the local office.

The Harmony 659 has a pre-load for the 6412 correct? If so, when I call, I may use that as leverage in case the remote shortage is the issue.

Originally posted by fender4645
Honestly, I emailed the right person who escalated it far enough to where I could get one a little early. It was kind of funny because on the installer's work order, in the notes section it said "Do whatever is necessary to make customer happy." I think he thought I was some sort of VIP who's best friends with the CEO of Comcast :).
That was pretty much my story about a year ago...I've had a 6208 in Sacramento for about a year now, just upgraded to a 6412 last week. :)

Originally posted by keenan
The Harmony 659 has a pre-load for the 6412 correct? If so, when I call, I may use that as leverage in case the remote shortage is the issue.

The Harmony database actually has about 8 different 6412 profiles, but none of them have BOTH the PIPSwap and Advance codes together.

Originally posted by nightowl
The Harmony database actually has about 8 different 6412 profiles, but none of them have BOTH the PIPSwap and Advance codes together.

I bet one call to Harmony Customer Support could fix that..they are excellent (in stark contrast to another company we've been talking about)

So the 6412 are avail in SAC? Would it be possible to get one from them even if I live in the bay?

Any word on any new HD channels coming soon? Anyone?

Originally posted by dailowai
So the 6412 are avail in SAC? Would it be possible to get one from them even if I live in the bay?

nope.

Originally posted by Ace of Space
Any word on any new HD channels coming soon? Anyone?

ESPN2-HD will be the next...coming in Jan....for those that have bandwidth :(

Comcast Verbiage
Last Saturday (Dec 4) I ventured into the local (Livermore) Comcast office and inquired about the latest info they have with the supposed DVR rollout and or if it will be happening anytime soon in our lifetime. I was told by a very nice looking CSR with a smirking smile that they supposedly are trying to keep to a scheduled Dec 9th rollout date (as mentioned in previous posts here) but, she said (enter the smirk smile here) they are supposedly having a glitch with the VOD working with the DVR unit and that they will have to work out the bugs before they can release. Having the VOD work with the DVR??....This is not a new concept for them is it.?? Don't they have both these offerings (VOD & DVR) working together in their systems almost everywhere else in the country but here the Bay Area??
Then she said it should be sometime later this month and also added that you will need to schedule an appointment for the swap out of your old unit.
I asked if I could schedule an appointment for Dec 9th, knowing full well she would say no......and she did say no. Oh well, I guess we'lll have to wait for those magical words..."sometime later this month"

From the Oakland Tribune Dec 7 2004

Comcast plays Santa On Demand

TV VIEWERS can be so demanding.

And who can blame us? For years we've been told that "soon" we will be able to watch the shows we want, when we want to watch them.

We demand it now.

Not to get all soft and gooey around the holidays, but Comcast seems to be coming through for us. Now, many of us have had issues with cable company Comcast. So when things seem to be going well, it's easy to keep waiting for that monumental foul up.

But this time, we'll give credit where credit is due and actually proclaim the company may be verging on the ultimate Santa gift for subscribers.

The company has already been rolling out On Demand, a pretty spiffy service added (for free!) to the digital package. But the big news is that in the next two weeks, Comcast will announce the arrival of the dual-tuner DVRs.

It makes me downright giddy.


The most widely known DVR brand is TiVo, which digitally records programs for you while you are away. The cost, according to the number of storage hours and other extras, ranges from $100 to $400 with either a $12.95 per month fee or a lifetime (of the machine) fee of $299.

The main difference between

the Comcast version and TiVo is like the difference between AOL and Hotmail -- both work to get you on the Internet, but AOL, like TiVo, spoon-feeds you.

The Comcast DVR, however, gives you a couple of important options not widely available with even the most popular DVR. You can watch one show while recording another being broadcast at the same time. And you can record an HDTV program and then watch it in HDTV -- a great added benefit.

There's about 60 hours of space on the hard drive, but if you record in high definition, it cuts the recording space down to about 17 hours.

Comcast will rent the DVR and the service for $10 a month. Comcast will also service the recorder and replace any defective recorder.

"(Comcast) waited a long time to get the right box for people in the Bay Area," Comcast spokesman Andrew Johnson says. "The single tuner box was available a long time ago (to subscribers in other parts of the country), but we waited for a good two-tuner unit because that's what people in the Bay Area really wanted."

While they are waiting for that, subscribers can start playing with their On Demand. Well, the people in Contra Costa County and Livermore, Pleasanton, Dublin and San Ramon can, because they already have it.

By the end of the year, Comcast hopes to have two-thirds of their subscribers wired for On Demand. Right now, about 20 East Bay cities have access to the service and 42 more are expected to come on line by the end of the year, says Johnson.

On Demand offers 2,000 hours of programs each month (4,000 after the beginning of the year) that you can access any time you want.

Do you like to watch "The CBS Evening News with Dan Rather" but you don't get home early enough to watch? Just save it through On Demand and watch it later. Want the highlights of last week's Raiders game? It's right there for ya.

Johnson says people should think of On Demand like the neighborhood library. Thousands of options are available and you can check them out whenever you want. The DVR is like the bookshelf in your home. You can record what you want, and keep it. But the bookshelf gets filled up, so you only have limited storage.

About 80 percent of On Demand programs, which include a sampling of various cable shows, PBS, sports and children's programs, and even movie trailers, are free. The other 20 percent are theatrical movies for an added fee. These movies are the same ones available through pay-per-view and at the same price (about $3.99), but you decide when you want to watch it.

(After a movie leaves the theaters, it hits the video stores, then pay-per-view and finally premium cable outlets like HBO and Showtime. On Demand would offer the films in the same time frame as pay-per-view.)

Once you order the movie, you have between 24 and 48 hours to watch it.

Even better, if your mom calls you in the middle of the program, you can stop it and return to watch later. Hit either the resume button, or go back to the beginning.

You can even rewind it while the movie is playing if you missed a joke because someone was laughing too hard. Or fast-forward through the dull stuff. Or record the movie to a tape or DVD to keep on your shelf.

Showtime just signed an agreement with Comcast that will give On Demand sample programs from its original offerings, such as the series "Dead Like Me."

Comcast is trying to negotiate with networks and studios for more programs. But some are reluctant, thinking it will take away from their revenue stream.

"I like to think of their shows like empty hotel rooms. If the time passes and no one stays there, then it's a loss. This way, they can show the program that already aired in its regular time spot, and then offer it later that day for another viewing on On Demand," Johnson says. "We'd love to have, for example, 'Mornings on 2.' We would put it up in the afternoon and people could access it until the next morning."

DVRs. On Demand. TV on our terms.

We like that.

You can reach Susan Young by calling (925) 416-4820, e-mail at syoung@angnewspapers.com, or fax at (925) 416-4874.

I don't understand. If comcast is rolling out the DVRs without any problems in other areas in the country, why not in the bay area? Self-installs should probably be allowed, but not multiple DVRs per home(as done in some other areas).


Originally posted by DCTDictator
Hey All

Great article - must be going around, people are coming in to the offices madly looking for the DVRs - pass the word, not yet. That and it is a strong possibility that there will be no self installs at the start.

I will be back with the final word later.

Originally posted by lpaxmember
I don't understand. If comcast is rolling out the DVRs without any problems in other areas in the country, why not in the bay area? Self-installs should probably be allowed, but not multiple DVRs per home(as done in some other areas).

Many factors. Support is one of them, I've seen incredible amounts of boxes fly out of the cable stores when De La Hoya matches up with another popular fighter. I can think of the jam up in the call center if a likewise amount of new to the bay services were released. Let the people that have to answer the help lines get confidence.

The limted supply also can be a deciding factor. Those people that got put on waiting lists ARE going to be called up, don't want to run out there.

For the HT people that want to install it themselves - have the tech put it on another set in the house, with no HT setups. Then move it when he goes.

Personally, I'd love a mob scene. But my sense of humor tends toward human observation of the dark side.

Originally posted by lpaxmember
I don't understand. If comcast is rolling out the DVRs without any problems in other areas in the country, why not in the bay area? Self-installs should probably be allowed, but not multiple DVRs per home(as done in some other areas).

DCTDictator can correct me if I'm wrong, but I believe that each system will have its own glitches, and is just a little different than any other headend. Just because the boxes worked without a hitch someplace else doesn't mean it will work the same in all of the Bay Area systems.

I've been having a few problems with the network HD stations lately, maybe one of you can give me some advice as to how to relieve them.

On 705 the picture just disappears for ten or fifteen seconds. It doesn't breakup, just vanishes. It usually returns by itself but, sometimes I have to change channels to 707 and back again to get it to return.

On 703 the picture is solid but the sound breaks up. Last night at about 11:30 PM it was happening every two minutes. It sounds like stuttering and then clears up after five seconds, only to happen again in another couple of minutes.

I have a 5100 and live in Milpitas. Do you think I need a service call, a new box or something else?

Thanks

rshaw:
I've posted several times over the last few weeks with similar problems in South San Jose,
along with the results of each service call (I'm up to about 1 dozen now). You may want to
scan the posts and responses for additional info. In my situation (which is the 750 rebuild),
we've replaced all cables/splitters within the house, replaced the cable from the property tap
to the house, replaced the property tap feed lines, swapped 6200s, adjusted tap settings for
optimum readings, tweaked neighborhood amplifiers, etc. I've got a terrific picture now, but
it's too soon to tell if we've resolved the vanishing picture. Good luck!

The problem with the HD channels going off and on has happened before. The last time I talked to the manager of the head-end for our loop said it was being caused by them working on the software for VOD, they are having problems getting it to work on the 550 MHz systems. They just won't admit that they need to upgrade us to at least 750 MHz and it's like beating my head against the wall to get Comcast to do the upgrade and I don't want to wait 2 to 3 years to go all digital to free up bandwidth.

Laters,
Mikef5

I had problems over the weekend with some of my HD channels and had comcast come over for a service call. Well, by the time they came, all my HD channels were back up fine. The technician told me that Comcast are doing tests for DVR deployment and that there were some occasional network problems as a result. I had him check the signal coming in and he found that the HD channels were a bit weak and he then checked all the cables and splitters coming in. He replaced a couple of the splitteras they were very old and according to him, not comcast standard. Signal is now fine. By the way, he did mention that my area had been rebuilt to 1GHZ. True?

I just got off the phone with Comcast and the CSR said that the roll out for the DVR's has been pushed back to the 16th of December but she did put me on "THE LIST". So again it's delayed yet another time. Also, I asked about the problem with the drop outs on the HD channels and all she did was again send a signal that was suppose to fix that problem ( as I write this, channel 704, 705 and 707 just went off again ) so that didn't fix the problem. Away, I suggest that you all call and get on THE LIST ( that may or may not exist ) and bug them about the continuing delays with the DVR's.
DCTDicator, can we get an update on these continuing delays ???

Laters,
Mikef5

i was told last night its delayed till late january. i asked about the list (which i'm already on) and they said no such thing exists.

Originally posted by gdebruyn
i was told last night its delayed till late january. i asked about the list (which i'm already on) and they said no such thing exists. :p Heheheh ... I just have to chuckle at that one.

Anyone want to lay odds that at any given time, two Comcast CSR's will have the same answer to a given question? I would wager 5000:1 that no two Comcast CSR's give the same answer.

Maybe we can experiment... we will pick a prearranged date and time and all of us (can we get 50 of us to do this?) will call 1800COMCAST and all ask the same question-- then report back with the respective answers to the question. How many different answers will we get ? 50 ... guaranteed. (More than 50 if you ask to speak to a supervisor after the initial answer. :p )

Let's pick a good one, like, "When will digital simulcast arrive on my system?" or "When will we be able to stick a firewire HDD on our 6200?" and let the laughs roll in.

Yes, I have received the "There is no list" answer before ... At the other end of the spectrum, I've received the "Yes, there is a list and they are already calling people (and have been for a while) and if they haven't called you yet, there is nothing you can do about it, so p--ss off."

One reason to really distrust "January" as an answer: Comcast's corporate officers promised Comcast's investors that DVR would be rolled out in all upgraded areas by the end of 2004. The local Bay Area executives aren'ts going to want to delay DVR until 2005 or they will lose serious brownie points with the bigwigs in Philly. (The bigwigs don't want to look like they were overpromising to the investors.)

Well, when I called about an hour ago, I was told there is NO LIST for DVRs, so that's one NO out of 50. Next...:p

I just called 1-800-comcast and now they say "there will be a list but there isn't one yet". bastards.

-zack

I just called and confirmed I'm still on this magical "VIP" list.

Heheh ... I just tried out my theory by calling. This CSR told me the delay is until March of next year for DVR + a few other little gems.

1) DVR is being delayed to March because of problems in testing "that he has seen" such as when switching from one channel being recorded to another (swapping) the recording of the first channel stops.

2) The HD STB's are really refurbished standard digital boxes. Comcast takes out the inside of the DCT -2000's and alters the motherboard/CPU to make it into a HD STB.

3) The DVR will have the capability of storing up to 600 hours of programming.

4) The new advanced 6000 series HD STB has just become available in my area. (I've had a 6100 since April of this year.)

Plus, I could hear someone in the background (maybe a supervisor?), singing "Lalalalalala ...." :p

Someone (davisdog?) previously coined the term "CSR Roulette." Spin the wheel and ....

Originally posted by SonomaSearcher
(The bigwigs don't want to look like they were overpromising to the investors.)

They also have a vested interest in showing that Comcast customer service is the gold standard, which, obviously it is not. It would be great to send the results of this impromptu survey to the regional office with the heading, "So what about that great customer service y'all been talkin' 'bout?".

:D

Originally posted by SonomaSearcher
Heheh ... I just tried out my theory by calling. This CSR told me the delay is until March of next year for DVR + a few other little gems.

1) DVR is being delayed to March because of problems in testing "that he has seen" such as when switching from one channel being recorded to another (swapping) the recording of the first channel stops.

2) The HD STB's are really refurbished standard digital boxes. Comcast takes out the inside of the DCT -2000's and alters the motherboard/CPU to make it into a HD STB.

3) The DVR will have the capability of storing up to 600 hours of programming.

4) The new advanced 6000 series HD STB has just become available in my area. (I've had a 6100 since April of this year.)

Plus, I could hear someone in the background (maybe a supervisor?), singing "Lalalalalala ...." :p

ROTFLMAO, you're killing me, about spluged my drink all over the screen..:p

Originally posted by SonomaSearcher

DVR is being delayed to March because of problems in testing "that he has seen" such as when switching from one channel being recorded to another (swapping) the recording of the first channel stops.

When I called a week or so ago to get on "the list", I was told rollout for the DVR would be Q1 of 2005. Knowing Comcast, if Q1 is real, I'd expect the date to be March 31...

I called twice, just to see what happened. First time, a woman told me to call back in a week, maybe they'd have them. I said I was told Dec. 9 ... she said she understood, but they didn't have enough of the boxes yet, they were waiting until supplies were up. I said I knew Comcast customers in other parts of the country already had the boxes, she said yes, but not in the Bay Area. I said I'd been waiting since November of 2003, she said she understood, but there was nothing she could do.

Called back, got a guy who told me Dec. 20.

Yawn ...

After reading the All Area 6412 rollout thread, I called Comcast and posted the following on the thread:

"Just for "laughs", I called Comcast about DVR availability in the Bay Area. The CSR said that it had been delayed, to late December or early next year though he couldn't give me a specific date."

This was done and written before I read this thread. I guess we must all have similar opinions of Comcast CSR information.

See what happens tomorrow.

- Phil

Originally posted by rshaw
I've been having a few problems with the network HD stations lately, maybe one of you can give me some advice as to how to relieve them.

On 705 the picture just disappears for ten or fifteen seconds. It doesn't breakup, just vanishes. It usually returns by itself but, sometimes I have to change channels to 707 and back again to get it to return.

On 703 the picture is solid but the sound breaks up. Last night at about 11:30 PM it was happening every two minutes. It sounds like stuttering and then clears up after five seconds, only to happen again in another couple of minutes.

I have a 5100 and live in Milpitas. Do you think I need a service call, a new box or something else?

Thanks

Don't watch a lot of network HD, but was watching the MNF game and noticed this problem too. I think this must have something to do with some testing they are doing. Funny that this doesn't seem to effect DISC-HD or ESPN-HD to my knowledge, they seem to work fine.

Greetings everyone! I'm in Hayward and I signed up for HD through Comcast about 2 weeks ago. I haven't watched much and I get 3.5 HD channels:

KNTV - 703
KGO - 707
KQED - 709 (which I count as .5 since it starts broadcasting at 8:00 pm)
ESPN HD - 723

and that's it. I have the Digital Classic package w/ HDTV. I LOVE the image quality from KQED and ESPN HD. I watched part of the Dallas football game on Monday night and thought the video looked good but not as good as ESPN.

I have 154 pages to wade through so I will do that over the rest of the week to get caught up and hopefully get some of my questions answered. :)

I don't know what model cable box I have but it's silver in color and is connected via component video connection to my Toshiba 57HX81.

Peace...

Originally posted by tomdkat
Greetings everyone! I'm in Hayward and I signed up for HD through Comcast about 2 weeks ago. I haven't watched much and I get 3.5 HD channels:

KNTV - 703
KGO - 707
KQED - 709 (which I count as .5 since it starts broadcasting at 8:00 pm)
ESPN HD - 723



No KPIX-CBS Ch-705? Or KRON..704?

Originally posted by SonomaSearcher
1) DVR is being delayed to March because of problems in testing "that he has seen" such as when switching from one channel being recorded to another (swapping) the recording of the first channel stops.

I know for a fact this is a bunch of crap. I just switched back and forth about 20 times while both tuners were recording and everything is still recording fine. The "genius CSR" probably doesn't have the remote with the 'swap' button on it so he's trying to change the channel on the tuner that's actually recording.

Originally posted by fender4645
I know for a fact this is a bunch of crap. I just switched back and forth about 20 times while both tuners were recording and everything is still recording fine. The "genius CSR" probably doesn't have the remote with the 'swap' button on it so he's trying to change the channel on the tuner that's actually recording.

Describes the action on a 6208 perfectly to a T.

Gutted 2000s - now THATS funny.

Originally posted by DCTDictator

Inside tip - that list collected in the call center is the one to be on.

Hopefully more to come at the end of the day.

I'm quoting my earlier message for a big reason. Now, this applies only to Silicon Valley portion of the South Bay (no Monterey or Santa Cruz). If you are on the 'VIP List' be sure and answer your phone or forward the calls to your cell starting tomorrow. I mean it. Might be the only way to be an early adopter.

All I can say. Love ya all, make me busier!!!

Originally posted by DCTDictator
I'm quoting my earlier message for a big reason. Now, this applies only to Silicon Valley portion of the South Bay (no Monterey or Santa Cruz). If you are on the 'VIP List' be sure and answer your phone or forward the calls to your cell starting tomorrow. I mean it. Might be the only way to be an early adopter.

All I can say. Love ya all, make me busier!!!

Ohoooooo...clues!! I feel like a detective :) I take it each region in the Bay Area is making their own decision on whether or not release it?

Originally posted by DCTDictator
If you are on the 'VIP List' be sure and answer your phone or forward the calls to your cell starting tomorrow. I mean it. Might be the only way to be an early adopter.



And if you've been told there is no list, then you're basically SOL, pretty much like I have been with Comcast for some time?

I just called comcast about the 6412. The CSR said that she believes that the DVR will not be available until late December though she was unable to give me a date. She said that I would be notified by mail (as in Post Office) when the DVR was available. She said that she had no access to a "list" but if I was on one, I would be called when they become available. I am in the Delta Valley region (Danville, Walnut Creek, Pleasant Hill, Concord)

As I have a doctor's appt before work, I will stop by a Comcast office before going into work to ask in person.

- Phil

In this morning's SF Chronicle business section, there is an announcement that Comcast has DVR available now. Well, I live in Marin and Comcast just took an order to install a DVR. However, "there is no quota in the system, because it just launched today" so the CSR is going to call me back with the actual install appointment.

Got an apporintment for tomorrow morning. CSR said nothing about "the list" ... I called myself, didn't get an email or a message on my cable box, or a phone call, or anything else, I just called and said "read about this in the Chronicle." She seemed to think everyone in East Bay was eligible, so call now.

I just called and was told that the DVR was pushed out 2 to 3 weeks because the manufacturer did not ship them the boxes. Damn. Hope it is not a CSRism.

-- Alvin

I just called too and was told that it would be mid-next month. She did offer to put me on a "list" Yeah, right!

B

Stoped by the Comcast office in Walnut Creek but it didn't open until 9 am. Then saw jharkin's posting about the Chronicle notice (available thru www.sfgate.com) about the DVR being available. Called Comcast 1.5 hours after my earlier call in which I was informed that not available until late December. The CSR after consultation said yes, it was available. After more consultation ("because it was so new"), I was given a Monday afternoon appointment (no self install).

$9.95/month.

Progress. Let's hope it works.

- Phil

I called again after seeing success by other people. Got another CSR who told me it is not available until next month.

If anybody in the South Bay has success getting an appointment, please post so I can pester them again.

Damn Comcast!!! So furstrating.

Wolfgang-

Did you cite the SF Chronicle item? Available on sfgate- do search for Comcast.

- Phil

The South Bay IS NOT getting the DVR's today. I just got off the phone with the Supervisor and the roll out is not for the South Bay at all and probably won't get it until January. So again everyone else in the Bay Area gets it but the red headed stepchild of the 2% area. I am livid and anyone in the 2% area should call and voice your disapproval of what Comcast is doing. I think the Chronicle would also like to know of this also, I haven't spoken to Todd Wallock in a while but maybe he would be interested on the way Comcast is handling this situation.

I'll be Back
Mikef5

I just posted this to the 'recorders' thread. I talk to someone who confrimed that the DVR is available in areas east and north of SF. His best guess for SF and below was mid-February, and he sited a box shortage as the reason for the delay.

This is just ridiculous. I had it with Comcast. Living in Milpitas, the only extra channel I get from Comcast versus OTA is ESPNHD. Now, I won't get DVR while the rest of the country has them. Time to cancel the damn service.

Comcast, you are losing customers because of your ridiculous rollout of DVR. 1 year late and counting...

I just fired off an email to the Chronicle, Mr. Wallack, with what is happening with this roll out and the exclusion of the 2% areas. I asked him to do a follow up article on why Comcast always excludes the 2% areas and their reasons for not doing the first roll out in the 2% areas. I will let you know what he has to say. I suggest that all people in the 2% areas email Mr. Wallack and let him know how you feel about being excluded again. His email address is TWallack@sfchronicle.com


I'll be Back,
Mikef5

It's not just the 2% areas that don't have the DVR yet. I've said it before,IMO there will be no DVR until the VOD is rolled out. From the posts I've seen, areas with VOD are getting the DVR.

Just tried to call into Comcast... both the Livermore and Morgan Hill offices are reporting that their "computers are down". Sounds mighty suspicious.... ;)

Originally posted by abramsh
I just posted this to the 'recorders' thread. I talk to someone who confrimed that the DVR is available in areas east and north of SF. His best guess for SF and below was mid-February, and he sited a box shortage as the reason for the delay.

What areas north of SF?

But she did call back when they came up. She said I would have to have standard service and I only have limited basic and digital classic. I was not willing to pay and extra 30 bucks a month to get this since I already have directv and tivo. I was hoping to tape some hd shows but I can wait. Maybe once NFL season ends I will contemplate dumping directv.

Just got off the phone with Customer Service.

The CSR - who was friendly, understanding, and seemed quite knowledgeable to me - said the HD DVR isn't available yet in my area (Sunnyvale or the South Bay in general), but they are being put in a limited roll out in other parts of the Bay Area. He did verify I'm on "the list". We'll see if that ever pans out.

He couldn't predict when it would make it down our way. He thinks that will be driven by whether or not the existing supply gets used up by the areas that are getting it now, and how quickly Moto can supply more boxes.

I guess I'll just keep checking this thread.

Posted by keenan
What areas north of SF?

He mostly generalized with 'east' and 'north', but did confirm Oakland and Sonoma.

Just got of the phone with Comcast CSR. Asked about the DVR and she indicated that there is a soft launch today for this area, Santa Rosa. She made an appointment for install(no customer install available) but indicted they are currently making a "quota" and would call me back today with an actual time for the install. I got a work order number from her. I got the feeling they are determining how many DVRs they will need and then probably raid DCTDictators warehouse to get them.

She indicated that Comcast will definitely call me back to day with a time for install, sounded like the real deal to me, instead of the clueless info I have been getting for months.

I asked about other areas and she said that the North Bay, East Bay, Stockton and Fresno are soft launching today 12/9. Sacramento’s soft launch will follow on Friday 12/10. The Peninsula was not launching and the South Bay was only people on the list .

If you are in any of the areas I mentioned above you need to call and ask about the soft launch and get a work order number. They will be sending out emails and snail mail info later but you can get a jump on it by calling now.

I'll post again when I get the return call back about install time.

Good Luck

Looks like computers are back up... just tried to get an install in Menlo Park... alas, I was denied. CSR said they are currently only launching in North Bay, East Bay and Delta Valley(?). Of course I was placed on the VIP list... again. Anyone else hear anything different?

So has anyone in the identified soft rollout areas who is on "the list" been contacted by Comcast?

I'm in SF, just called, and was told it hasn't been rolled out yet here, but that they just started rolling it out 2 hours ago in a "small area." I asked where, and was also told the North Bay, East Bay, and the Delta.

I asked if they would contact me, and was told "most definitely, but I'd suggest that you keep calling back." Talk about cognitive dissonance!

Keenan,
Calling doesn't do any good. I called about the South Bay and spoke with a Supervisor who stated that originally the South Bay was on the list but a new memo came out excluding the South Bay. So it seems that no one knows what the heck is going on or who is to get the dvrs or not. For me this will be the straw that broke the camels back. Comcast is no longer on my Christmas list.

Laters,
Mikef5

Just called comcast, and they are coming tomorrow afternoon to swap my moto6200 for the 6412 dual tuner. Monthly stb cost goes from $5 to $9.95. (Am in Berkeley.)

Originally posted by Mikef5
Keenan,
Calling doesn't do any good. I called about the South Bay and spoke with a Supervisor who stated that originally the South Bay was on the list but a new memo came out excluding the South Bay. So it seems that no one knows what the heck is going on or who is to get the dvrs or not. For me this will be the straw that broke the camels back. Comcast is no longer on my Christmas list.

Laters,
Mikef5

Okay, the list I was referring to for the South Bay is the one where you call them and have them put you on it. It sounds like the list that supervisor is talking about is the Bay Area soft launch list, not the customer call-in "I want a DVR list". When you have called in the past, have they put you on a list?

My understanding was, soft launch areas that had no list would be handled by call-ins, like I did this morning. List areas, which my understanding was that the South Bay was a "list" area would be handled differently and that only people on the "list" would be contacted for installs. That's about all I can tell you, when I get the call back today I will try and get more info regarding other areas.

Quick update for those keeping track:

Am in Berkeley.
Have HD box already.
Have been put on "the list" more than once.
Have also been told "check your email," "wait by the phone," "look for a message on your box," and "we'll call you as soon as it's available."

And as far as I can tell, the only reason I have someone coming out tomorrow to install the DVR is because I called Comcast. And I live in the East Bay, obviously. But I got no sense that Comcast would have contacted me today ... I had to be proactive.

Just called about HD DVR. They took my order for the HD DVR, but told me that they would have to call back later today with an installation appointment. :D :D :D

Hopefully, this will end the ONE YEAR plus wait!!!

At Sonoma's suggestion, I went yesterday to Comcast's website and signed up for notification when the 6412 would be available. Well, wonders of wonders, I got an email today saying that it was. Of course I had called 3 hours earlier to get my install appointment for Lafayette for Monday.

I think Delta Valley is Concord thru San Ramon or Livermore (voice mail message for Michelle Collins is supervisor for Delta Valley and listed Concord, Pleasant Hill, Walnut Creek and Danville (maybe more) stores. East Bay is probably Berkeley-Oakland.

Haven't got a phone call from me being of the "list".

- Phil

P.S.- If anyone can pickup a 6412 at a Contra Costa County Comcast office, let me know.

My son is in Richmond. He was able to get an appointment for Monday (first day he can be home ... not sure if it was the first opening).

Ok, here's the real scoop.

I just recieved a phone call from Mr. Johnson and he said that All AREAS are to get the DVRs, there is no excluded areas and that was directly from the boss. I think Mr. Johnson was very upfront about this misunderstanding with the roll out and he assured me that he would make sure that it was rectified immediately. So Comcast is back on my Christmas list.
and my hat is off the Mr. Wallack and Mr. Johnson for getting this resolved.

Laters,
Mikef5

Albany here. Just made an appointment for Monday. According to the CSR, I could have had two DVRs if I wanted.

Also, no installation fee.

Decided to call for the Sunnyvale area and the CSR told me that this area does not have the DVR rollout yet. She said that it should be sometime this month since it was supposed to come out last month. She did put me on a VIP list and gave me a tracking number and also noted in my account history. I guess it really depends which CSR you get on the line. She did ask me up front how I heard about this and I mentioned the newspaper article and also online postings such as this. I think telling her this made her more responsive and got me on this mysterious VIP list. We'll see where this goes...

-Steve

What number are you all calling? A local number or the 800 number? (I'm on the Peninsula)

Originally posted by Philip Klein
At Sonoma's suggestion, I went yesterday to Comcast's website and signed up for notification when the 6412 would be available. Well, wonders of wonders, I got an email today saying that it was. Of course I had called 3 hours earlier to get my install appointment for Lafayette for Monday.

I think Delta Valley is Concord thru San Ramon or Livermore (voice mail message for Michelle Collins is supervisor for Delta Valley and listed Concord, Pleasant Hill, Walnut Creek and Danville (maybe more) stores. East Bay is probably Berkeley-Oakland.

Haven't got a phone call from me being of the "list".

- Phil

P.S.- If anyone can pickup a 6412 at a Contra Costa County Comcast office, let me know.

I had a friend who got the same email. I never bothered signing up for this because when I did it for HD, I got the "notice" about 2 months after I actually had HD installed.

And yes, I just got a call from Michelle saying I can pick one up at the Pleasant Hill office later today. I think she's doing this as a favor as I think everyone in the Bay Area needs to initially have installed by Comcast.

Originally posted by Mikef5
Ok, here's the real scoop.

I just recieved a phone call from Mr. Johnson and he said that All AREAS are to get the DVRs, there is no excluded areas and that was directly from the boss. I think Mr. Johnson was very upfront about this misunderstanding with the roll out and he assured me that he would make sure that it was rectified immediately. So Comcast is back on my Christmas list.
and my hat is off the Mr. Wallack and Mr. Johnson for getting this resolved.

Laters,
Mikef5

If it's the Mr. Johnson I'm thinking of, then yes, he pretty much kicks butt. He's the one who eventually got me the first one last week. If he says you're going to get, you'll get it.

Originally posted by fender4645
If it's the Mr. Johnson I'm thinking of, then yes, he pretty much kicks butt. He's the one who eventually got me the first one last week. If he says you're going to get, you'll get it.

It's not just me that should get them, it is EVERYONE should get one and that was what Mr. Johnson wanted in the first place. I am now waiting for a phone call from Comcast for an install date, Mr. Johnson personally took my info for the install.

Laters,
Mikef5

I can confirm today is definitely the launch day for Petaluma/Rohnert Park. More on my personal experience later.

No go for me in SF. Just called 1800COMCAST and was told not available in SF area yet. He told me 2-3 weeks. He even asked his supervisor...

I was told that since I did not have full basic I was not eligible but many times I get conflicting advice from them.

I just got an appointment for installation for Friday in Livermore.
I had called earlier this morning and was told I would get a call
back to setup the time for the appointment.

I'm keeping my fingers crossed :)
Hopefully I'll be recording HD tomorrow night.

Andrew

Originally posted by takeshi
No go for me in SF. Just called 1800COMCAST and was told not available in SF area yet. He told me 2-3 weeks. He even asked his supervisor...

Tell them to contact Mr. Andrew Johnson for the real story. Everyone is suppose to be able to get one, no exceptions. Mr. Johnson was adamant about that.

Laters,
Mikef5

I am going to conclude from DCTDictator's absence so far today that today is a VERY busy day for him. (Remember, he was already doing year end inventory.)

San Jose CSR just denied my request and said that NO DVRs are available in my area, despite telling him about the Chronicle article and Mr. Johnson's response. He stated that the computer system would not allow him to input a date for an order. He also said that whenever they do become available, there will be a one-time $15.95 installation charge. Just how does one contact Mr. Johnson to get this resolved?

Re self-installs:

CSR said I could pick one up at the local office and even gave me a confirmation number which I took to the office. Upon arrival at the local office, I was given the "install by technician is required" response. More details later.

After so much pain I have HD DVR, these are the times I love comcasT!!

I called the 1-800 number to get on the list.

Originally posted by mds54
San Jose CSR just denied my request and said that NO DVRs are available in my area, despite telling him about the Chronicle article and Mr. Johnson's response. He also said that whenever they do become available, there will be a one-time $15.95 installation charge. Just how does one contact Mr. Johnson to get this resolved?

I believe the Mr. Johnson is reading this forum so he is aware of what is happening here and the problems. I would suggest wait a while and try again. Mr. Johnson is the Vice President of Communications for Comcast. ( I'm pretty sure that is his title )

Laters,
Mikef5

Originally posted by dailowai
After so much pain I have HD DVR, these are the times I love comcasT!! Were you able to pick one up at the office, get a same-day install today at your home, or have an appointment scheduled for tomorrow or later?

Hmm,

I called yesterday, they said "no list".
I called today, they said for Milpitas I have to call back Jan 1, and it's "first come first served", "no list".

Who the hell do I have to ask to speak to to get on "the list"?
I first signed up for DVR notification by e-mail last year!

Sonoma, were you able to find the Michelle's counterpart in the North Bay? Maybe he/she could hook you up with a "pick up" -- that's what Michelle did for me here.

I am in Fremont, and I went to the comcast website and clicked on "What's in my area" and then clicked on "order here" and chose DVR, and entered all the information and eventually I got sent to a live chat with a comcast person, and they scheduled an appt for DVR install on Sat!!!! I am on the "VIP" list, but since no one had called me yet I figured I'd try the website. The first two times I tried it, the website hung when it tried to connect to the live chat, but the third time it worked, so be patient.

Comcast just called back with my 6412 appointment --- Sunday 12 - 4. It only took them a little over an hour between my initial call to order and my call back with a scheduled appointment. :D :D :D

fender,

I've got something a little bit better in the works-- hopefully it will come through ... as someone said before, I'll believe it when it's sitting next to my other components. (Best would have been to get it a few days early as you did, but I just didn't have the time to pursue that route.)

Edit: Looks like it will come through in about 30 minutes. More details to come.

According the csr I just spoke to, they're not being rolled out in the "West Bay" South Bay because of technical issues. When I pressed her on this, she said it had to do with VOD.

Originally posted by manute
... eventually I got sent to a live chat with a comcast person, and they scheduled an appt for DVR install on Sat!!!! .... The first two times I tried it, the website hung when it tried to connect to the live chat, but the third time it worked, so be patient. Nice, you could be the first person anywhere to order the HD DVR via live chat. I don't remember reading about anyone doing that before-- anywhere in the country.

Marin all set up. Got the appointment for Tuesday morning. CSR said local centers will not have box, only available via service call.

HD DVR 6412 Impression?

Since people outside of the 2% areas are starting to get the DVRs, it would be nice to hear some general feedback on how good is it and stuff like that. I would be really interested about the HD recording quality and the amount of hours. Also, how's the guide and is there a tivo-like "season pass" feature.

-Steve

I tried the whats available in my area, got the chat going but was informed that I have to call customer service. Was able to make an appt for Monday, bet 4 and 6pm. I, by the way, live in SSF.

Wow - I just went on the website and got at least as far as setting up an appointment (surprised because of all the talk about the Peninsula not being rolled out yet). I'm so flustered I don't know what to do!

Is the $9.95 price showing on the website IN ADDITION to the $5.00 I pay for HD (just wondering - not a deal killer)?

More questions (sorry). On the web site I get to the part where it says "Setup My Account", but of course, I already have an account. What should I do?

Originally posted by Mikef5
I believe the Mr. Johnson is reading this forum so he is aware of what is happening here and the problems. I would suggest wait a while and try again. Mr. Johnson is the Vice President of Communications for Comcast. ( I'm pretty sure that is his title )

Laters,
Mikef5

So, when you say ALL AREAS, you mean ALL AREAS, right? I'm on "the list", but I live in West Valley/SJ area. Seems like no one in that area has been given the green light so far.

Anyone know differently?

I may be getting a little ahead of myself since most people don't actually have it yet, but I think we all deserve a pat on the back. Many of us went through a number of different routes to get this thing over the last year and it seems out hard work is finally paying off. I honestly believe that our questions, gripes, and comments had something to do with this roll out. If it wasn't for this group, who knows when Comcast would have eventually released this thing.

Congratulations!

Originally posted by hd-salee
HD DVR 6412 Impression?

Since people outside of the 2% areas are starting to get the DVRs, it would be nice to hear some general feedback on how good is it and stuff like that. I would be really interested about the HD recording quality and the amount of hours. Also, how's the guide and is there a tivo-like "season pass" feature.

-Steve

Hi Steve-

I'm sure this forum will be very busy over the next few weeks with opinions and feedback on the DVR's. Believe me...if there's one thing we're good at, it's giving opinions :)

I gave some of my initial opinions a few days back (on Sunday, I believe) if you want to check that out.

Got a call back and the CSR, same one in fact, gave me an appointment for Tue 12/14 8-12am. I would like to get it earlier, but after waiting for a year, what's another 4 days...:)

I just got on the comcast web site and tried to sign up for the DVR, but it was listed as "not available" at my address, and so I registered to get an e-mail when it would be available. 10 seconds later I got this e-mail:

Dear Comcast Customer,

Thank you for your interest in Comcast products and services. Comcast Digital Video Recorder (DVR) service is currently not available in your area. We will send you an email notification as soon as it becomes available.

Thank you for your continued interest in Comcast.

I went online to try to order, went through the whole process and got to the Live Chat. Here's my transcript.

landi > Hello. Thank you for choosing Comcast. My name is Landi and I will be processing your order. It will take me just a few minutes to pull up your account in our system. I will let you know if I have any questions.
landi > I apologize for the wait, but I wanted to let you know that we are a little busy this afternoon, therefore I am assisting two customers....thank you for your patience.....
comcast_guest > no problem
landi > Thank you for your patience.....
landi > Everything looks good. Give me a couple for minutes to set up your order, again if you have any questions please feel free.....
landi > This is your work order # is 833844.
landi > there is an enormous amount of orders coming through for the Digital Video Recorder.
comcast_guest > i bet. we've been waiting almost a year now
landi > This has caused the appointments to be backed up
landi > I don't have a specific date to offer you
landi > you will need to call the sales department direct at 1-800-COMCAST to look into an appointment
comcast_guest > what's the work order number for if i dont' have an appointment?
landi > currently there are no appointments available for this type of service
landi > I apologize for the inconvenience.........
landi > This is your work order # is 833844.
comcast_guest > who do i give it to/what is it for?
landi > this is your order #
landi > you will need to call the sales department direct at 1-800-COMCAST to look into an appointment
comcast_guest > okie doke
landi > Thankyou for choosing Comcast, and have a nice day :) :)
landi > Analyst has closed chat and left the room

So...what excatly does "Everything looks good. Give me a couple for minutes to set up your order" mean if you can't set me up with an appointment? WHAT LOOKS GOOD!?!?!?!?

Just finished a quick (less than 3 minute) call to 1-800-COMCAST and got an appointment for install tomorrow morning between 8am-12pm in Fremont.

Life is good!

Sean

Just cancelled comcast. I was told I could not get a DVR. What service!!!!!

Okay, so I called earlier and was denied. I just now checked the website to find that the DVR is available at our zip code (94025). Selected to add the service and was assisted by an online rep within 3 minutes! Got a confirmation number and a scheduled appointment for Monday the 13th between 8 and noon. I'm a little skeptical but very hopeful. I noticed a few others on the peninsula have also been able to schedule appointments online. Let's hope this all works out.

So has anybody in the SouthBay (San Jose, Santa Clara, Milpitas) area being able to schedule an appointment? I just called and the CSR told me it is not rolled out in the South Bay.

Is there a separate # I can called to get somebody who know what is happening in this area?

No go in San Mateo. Got on the VIP list. WooHoo

They only releasing in certain areas. No self installs as of now. She only charged me 9.95 for digital classic because I didn't have it, and said that the box fee is included that so I only have to pay my standard cable + digital classic :)

Originally posted by sonpham
Okay, so I called earlier and was denied. I just now checked the website to find that the DVR is available at our zip code (94025). Selected to add the service and was assisted by an online rep within 3 minutes! Got a confirmation number and a scheduled appointment for Monday the 13th between 8 and noon. I'm a little skeptical but very hopeful. I noticed a few others on the peninsula have also been able to schedule appointments online. Let's hope this all works out.

Stanfor, huh? Is that where you live? If so, it looks like you're the first person on the penisula to get DVR.

I also called COMCAST and the CSR said no go for anyone south of SF and west of the bay. She said she herself lives in SJ and still waiting to get it. She said probably by the end the of the year. FWIW, it actually sounded like she knew what she was talking about. I mentioned Mr. Johnson, and she said she couldn't accept obscene phone calls.... No, just kidding, she said she didn't know any Mr. Joshnosn and that all she knew was that DVRs are not available except north of SF and east bay.

I'm going to try online and see what happens.

I'm "currently no. 1 in the queue". I'll keep you posted.

Bummer.
Shawn > Thank you for choosing Comcast. My name is Shaun. And I will be processing your order. It will take me just a few minutes to pull up your account in our system. I will let you know if I have any questions.
Shawn > I will be with you in about 5-10 minutes I am currently with another customer.
Shawn > Robert I am unable to process your order at this time what we request is that you call our customer care dept at 1-800-266-2278 to further assist you.
comcast_guest > Ok, thank you
Shawn > Thank you for choosing Comcast. Have a good evening.
Shawn > Analyst has closed chat and left the room

John (Mace),

We actually live in Menlo Park... but close enough. I got the idea of checking online from a previous post. I think the person was also on the peninsula... South City?

Originally posted by sonpham
John (Mace),

We actually live in Menlo Park... but close enough. I got the idea of checking online from a previous post. I think the person was also on the peninsula... South City?

You are one lucky customer! :) Can you register and get one for me? :)

Well, I'm keeping my fingers crossed. Knowing Comcast, they'll call at 12:05 pm on Monday to tell me that there was a mistake... or it was all a dream.

No luck. The "Live Chat" person told me to call. I called and they told me its not available in Burlingame yet. So I'm now on the VIP list. As the earlier poster said, "woo hoo". They did tell me they'll call me in 3-4 days to let me know when it will be available in Burlingame and to schedule an appointment. The [very helpful] CSR said the problem is not enough boxes.

A somewhat small gripe: I called at 8:30am, among the earlier calls judging from the email on this thread. Yet I got a Monday afternoon install while other calling afterwards are getting Friday, Saturday, Sunday or even Monday morning installs. Is central Contra Costa Country getting latter installs?

It will remain a small gripe if, indeed, I have a functioning 6412 on Monday evening.

- Phil

Looks like SF proper is still a no go. Just called the 1-800 number and was told that SF is not being released yet due to low inventory and that it may be "a couple of weeks." Asked if I could get on a call-back list and was told I would be put on the VIP list.:rolleyes:

Told CSR about the Chronicle article and she acknowledged it, but said that it was being rolled out in other areas first.

Originally posted by Philip Klein
A somewhat small gripe: I called at 8:30am, among the earlier calls judging from the email on this thread. Yet I got a Monday afternoon install while other calling afterwards are getting Friday, Saturday, Sunday or even Monday morning installs. Is central Contra Costa Country getting latter installs?

It will remain a small gripe if, indeed, I have a functioning 6412 on Monday evening.

- Phil

I think it's depending on how fast the warehouses can deploy them -- if they have them yet. As of today, the DeltaValley area isn't ready to get them in the trucks which may be why the installs are starting Monday.

Originally posted by keenan
No KPIX-CBS Ch-705? Or KRON..704? Nope. When I tune to 703 and advance to the next channel I go immediately to 707. :(

Peace...

OK, so after I was told I could swap boxes at the local office and was given a confirmation number, but found out differently at the local office, I was of course unhappy (but courteously so). I told the front desk person (gatekeeper) I wanted to talk to the supervisor in charge at the time about what had happened.

Very nice supervisor and another guy came up front from the back after a minute or so and they apologized for the misinformation from the CSR. They looked up my account so they could find out who the CSR was and start to straighten out things on that end. We also discussed setting up an appointment for the DVR to be "installed." I requested either today or first thing tomorrow morning.

Initially, the gatekeeper told me that today was impossible for an appointment but the supervisor, understanding that the "customer is always right" and trying to make it up to me, said he would get one brought by this afternoon (even if he had to do it himself). I assured him I would be home this afternoon if they could bring one by.

Just after 1pm I receive a call from a tech in Rohnert Park who apparently had an opening in his schedule (so they gave him the job of getting the DVR to me). He arrived around 30 minutes later with a 6412 and the new (not silver) remote and remote instruction booklet. No instruction booklet for the 6412 itself (which is OK with me since I can download the PDF from Motorola).

The tech checked signal levels-- didn't need to alter anything (amps, etc.). I actually disconnected the old box and connected the new box (it's a tight squeeze behind my home entertainment system even with it pulled out to the edge of the area carpet) and then we quickly went through things. He had about 2.5 or 3 hours of training and this was his first install of a DVR (and probably the first one in this area other than employees for testing), so I didn't mind him checking things out.

The differences in volume level between analog and digital/HD channels over an optical cable to stereo was news to him, so he learned something. We also compared the picture quality on the analog channels direct into the TV vs. through the 6412. (Not that much worse through the 6412 it seemed, but I will take a closer look later.)

He also reprogrammed the Comcast remote so it has the code for my Yamaha receiver. (Remote is the black ICX remote, but I kept my silver remote as a back up.)

All in all the tech was a cut above the average tech.

Anyway, the bottom line was I got the 6412 today and don't have to worry about an appointment tomorrow. I don't believe I will be charged for the install-- nobody stated I would be-- but if I am charged I will dispute it based on my driving down to the office only to be told there are no customer installs. Thanks to the Petaluma office's supervisor for making things right and to the tech for doing a competent job.

Nice, Sonoma!!

Very nice! Now why can't they always give service like that? Any comments about the box so far?

Oh well......
when they decide to include the South Bay, please post
here so we know about it. Congrats to the rest of you!

Originally posted by SonomaSearcher
Just after 1pm I receive a call from a tech in Rohnert Park who apparently had an opening in his schedule (so they gave him the job of getting the DVR to me). He arrived around 30 minutes later with a 6412 and the new (not silver) remote and remote instruction booklet. No instruction booklet for the 6412 itself (which is OK with me since I can download the PDF from Motorola).

The tech checked signal levels-- didn't need to alter anything (amps, etc.). I actually disconnected the old box and connected the new box (it's a tight squeeze behind my home entertainment system even with it pulled out to the edge of the area carpet) and then we quickly went through things. He had about 2.5 or 3 hours of training and this was his first install of a DVR (and probably the first one in this area other than employees for testing), so I didn't mind him checking things out.

The differences in volume level between analog and digital/HD channels over an optical cable to stereo was news to him, so he learned something. We also compared the picture quality on the analog channels direct into the TV vs. through the 6412. (Not that much worse through the 6412 it seemed, but I will take a closer look later.)

He also reprogrammed the Comcast remote so it has the code for my Yamaha receiver. (Remote is the black ICX remote, but I kept my silver remote as a back up.)

All in all the tech was a cut above the average tech.

Anyway, the bottom line was I got the 6412 today and don't have to worry about an appointment tomorrow. I don't believe I will be charged for the install-- nobody stated I would be-- but if I am charged I will dispute it based on my driving down to the office only to be told there are no customer installs. Thanks to the Petaluma office's supervisor for making things right and to the tech for doing a competent job.

Nice!

Looks like the tech wasn't really needed for the install, though, right? Maybe they're just afraid there are too many doofuses out there that would screw things up, somehow...

I might get flamed for this by some of the South Bayers but...I just picked up my second box. I got this pre-arranged from a CS Supervisor who I guess felt bad for me. I walked in the office, gave them my name, and they happily handed the box to me.

Phil and others in CoCo -- the guy said he had a few boxes in the actual office. He didn't say whether or not he would give them out to walk-ins but it may be worth a try.

Jeez fender, you the kind of guy that will sit there and eat food in front of a starving person? Could say, "Thanks, but send it down to SJ, they may need some 6412s down there." :p

On another note, why is digital package needed for DVR? So, now I will need to upgrade to at least Digital Classic pulse another $4.95 for DVR? And an annual 6% fee increase, maybe I will wait for more HD to be available and just keep recording off my Dish.

Originally posted by fender4645
I might get flamed for this

"flamed" isn't quite the verb I would use..doesn't really seem strong enough to fit the crime..:D :p

Originally posted by fender4645
I might get flamed for this by some of the South Bayers but...I just picked up my second box. I got this pre-arranged from a CS Supervisor who I guess felt bad for me. I walked in the office, gave them my name, and they happily handed the box to me.

Think of the praise you'd get if you offered the extra box to some starving South Bay guy. Someone, like me! Theoretically, is there any reason I couldn't use a 6412 if I got my hands on one?

Originally posted by John Mace
Think of the praise you'd get if you offered the extra box to some starving South Bay guy. Someone, like me! Theoretically, is there any reason I couldn't use a 6412 if I got my hands on one?

Honestly, I thought about that. But I think questions would arise when it's activated from an area where the box does not belong. I know they don't let you swap/return equipment from an office that's not in your "region" so I would imagine they keep track of that kind of stuff. Besides...it would be on my cable bill and I would have to trust you to pay me every month for it. :D

i live in danville and they just scheduled an appointment for me to get the DVR!! in fact i ordered 2!! wooohoooo!!!!

Comcast has yet to call me back :( They were supposed to call me back to make an appointment!! I will have to call them back again.

Update
Crap you guys are stealing all the apointment dates!! The CSR just told me to call every hour and try to get an appointment. These things are flying like hot cakes.

Part 1. I wasn't able to check the thread until midday. I called the 800 number, made my request for a dvr. The very polite CSR, checked with her supervisor, and told me, although today was the beginning of the dvr rollout, SSF and Daly City were not included. She went on to say that the due date for this area was the last week of December.

Part 2. Later when I got home I checked the thread. I decided to check the web route. Followed prompts to see what was available in my area and was pleased to see the dvr option. I followed the ordering procedure and had success. I have an appointment for Wednesday morning.

I have added my name to lists several times - I have no idea whether the existence of a list, my name on the list, the list being linked to the web csr had anything to do with it.

Thanks to all of you for the good stream of information.

Is this true? This was my live chat when trying to get the DVR...

Alfredo > Hello. Thank you for choosing Comcast. My name is Al.... And I will be processing your order. It will take me just a few minutes to pull up your account in our system. I will let you know if I have any questions.
comcast_guest> okay
Alfredo > Sorry,but to get a Digital Video Recorder,you do need digital service.Would you like to give it a try?.I can try and find you a good deal if you'd like.
comcast_guest> I was told I do not need digital and I know of other people who have appointments scheduled with out it.
Alfredo > For HIGH DEFINITION you don't need digital,DVR does need digital service
comcast_guest> How much is digtal service?
comcast_guest> I was told before that I don't need Digital service for DVR and HD
Alfredo > let me check.Please hold
Alfredo > Actually i was going to set the DVR without the digital service.But the system reminded me that you do need service.Otherwise I would have done it.
Alfredo > 59.95 for 3mos. including one premium channel.
Alfredo > free installation

Originally posted by russwong
Is this true? This was my live chat when trying to get the DVR...

Alfredo > Sorry,but to get a Digital Video Recorder,you do need digital service.Would you like to give it a try?.I can try and find you a good deal if you'd like.
comcast_guest> I was told I do not need digital and I know of other people who have appointments scheduled with out it.
Alfredo > For HIGH DEFINITION you don't need digital,DVR does need digital service


I didn't think we needed Digital either! That's bogus, no technical reason for it... just $$...?

I checked the website, to try and schedule (although as of last week, Foster City still didn't have HD nor DVR...)...
and it DOES say:

"DVR from Comcast lets you easily record and pause live TV. Record up to 60 hours of programs or up to 15 hours of HDTV programs. You can even record two shows at once or record one show while watching another live TV program. You must subscribe to Digital Cable to subscribe to Digital Video Recorder."

That blows. That's another $10 every month on top of my standard, plus the $5 for HD, plus $10 for DVR... the last two are decent deals, but an extra $120/year! I could buy another Tivo w/ full service in a few years.

Can anyone confirm/deny this, before I order?

At least, right now they have a special deal, Digital Classic for $34.95 for 3mos... that's cheaper than my Standard analog, maybe I'll sign up for a bit, then cancel :)

Well, based on the fact that several of you tried several times by web and by phone, I decided to try the web route again. This time, I was told that not only do they have boxes in Burlingame, but that I can pick one up and install it myself! I'll believe it when I see it (and I'll try to get home in time tomorrow, but that's iffy).

Hi everybody, I'm a long time lurker who thought I would share my experiences today trying to get a DVR. . .

I called around noon and was told that I could pay for installation or come by the office in Livermore and pick one up for free. So I went for that option (my husband is techie enough to be able to figure it out), even though I was skeptical, I thought it would be worth going down there to see what would happen.

A coworker/friend called a couple hours later and scheduled an appointment for Friday afternoon and was told he had to have it installed. So we got home about 3:30, planning to head over to the office in Livermore and pick it up. Had a message at home from the CSR I had spoken to earlier (complete with his extension to call back on) that he screwed up and we in fact cannot pick it up and need to call and schedule an appointment. So I called and ended up getting another CSR who told me the next appointment was a week from today. I explained what had happened and that I would have made an appointment at noon if I had not been given misinformation and about the coworker that called 2 hours later and got an earlier appointment and that next Thursday was not acceptable.

So I am "supposed" to have someone coming Saturday, but he couldn't confirm it because it had to be approved as a "special case." I plan to call again tomorrow and see if we need to stick around Saturday morning or not.

We'll believe it when we actually have it in our house and record our first program.

I actually did get an email today saying that DVRs are available in my area. I think I signed up for that notification about a year ago!

Thanks again for all the info. . .I've checked in daily to see if the elusive DVRs were getting closer to reality.

just got back in town and decided to call just for grins (boy, from what I've read over the last couple days comcast is bungling this...Over a year to plan for this...honestly my boss would fire me outright if something I did went this bad...if I didnt shoot myself first)

anyway...friendly CSR but when she looked it up it showed it was not available in my area yet (didnt even bother mentioning "but Andrew Johnson promised it was")...now I'm on the list :D and should be called by the end of the month she says...

time to go check the Satellite threads to see if they have anything worth jumping on...I have no patience anymore...550Mhz and last fiddle on the DVR.

Originally posted by fender4645
Honestly, I thought about that. But I think questions would arise when it's activated from an area where the box does not belong. I know they don't let you swap/return equipment from an office that's not in your "region" so I would imagine they keep track of that kind of stuff. Besides...it would be on my cable bill and I would have to trust you to pay me every month for it. :D

How would anyone know it was "activated"? It's just a box with a hard drive. Does each box have a signature recoginzed by some central dispatch point?

Originally posted by John Mace
Does each box have a signature recoginzed by some central dispatch point?

yes...each one is individually addressable (that's how they control your programming, ppv selections etc...)...It has to be assigned to your account, and they know (or should) which ones are provided by each area...generally you should be not able to bring one in from the outside and get it activated by the local folks

Originally posted by John Mace
How would anyone know it was "activated"? It's just a box with a hard drive. Does each box have a signature recognized by some central dispatch point?

Not the hard drive but the box itself (the serial number is on a sticker on the back of all STB's that starts with 'GI'). Normally boxes are pretty much useless until you call and activate it in which they use your address to authorize it. Although, there have been cases in which the box comes already activated and people get channels they don't pay for. This is usually remedied when firmware/software is updated.

Originally posted by davisdog

time to go check the Satellite threads to see if they have anything worth jumping on...I have no patience anymore...550Mhz and last fiddle on the DVR.

DirecTV, DirecTV, DirecTV, Fox-HD next month.... :D

Does the 6412 have anything like the Season Pass on Tivo?

Article today in the Merc: Comcast launches DVR battle (http://www.mercurynews.com/mld/mercurynews/business/10384265.htm). How's this for the understatment of the year:

The Bay Area isn't the first to get Comcast DVR service.

No, we sure aren't the first!!

I called COMCAST again this AM, and got the same message: No DVRs for SF and the peninsula, DVRs only for north of SF and east bay. We should get them "sometime in the next 4 weeks". The only problem is supply. I felt like saying "then why the hell are you giving out mulitple boxes in the east bay???"

Originally posted by John Mace
Article today in the Merc: Comcast launches DVR battle (http://www.mercurynews.com/mld/mercurynews/business/10384265.htm). How's this for the understatment of the year:

No, we sure aren't the first!!

I called COMCAST again this AM, and got the same message: No DVRs for SF and the peninsula, DVRs only for north of SF and east bay. We should get them "sometime in the next 4 weeks". The only problem is supply. I felt like saying "then why the hell are you giving out mulitple boxes in the east bay???"

For those, that call comcast and get the answer No the DVR hasnt been launched in your area (especially in the southbay since that's were the mercury is based)...I would suggest emailing the writer John Woolfolk at jwoolfolk@mercurynews.com and having him doublecheck his sources to see who's right (I think we are 0-100 in the south bay...except Mike :D who got Andrew Johnson when he complained to the Chronicle)...I wonder if Mr Woolfolk has ever called a comcast csr ;)

Just checking in from Contra Costa. I called this AM and was told, like others, that self install was not allowed. They asked me to give them two dates and times that would be convenient for me so it looks like they'll be coming out to my house (in Pleasant Hill) either Saturday or Sunday morning. They'll call to confirm date and time later today.

Now I have to figure out what to do with my old TiVo. I'd like to use it in another room but it is no longer worth $13/month to me and certainly not worth $300 for a lifetime subscription so most likely it won't be used and TiVo is out one more customer. TiVo would be smart to give a big discount on lifetime memberships and charge like $100 for such membership on units over 3yrs old. They could actually make people like me (updating tech but could still use the old TiVo box) instead of completely losing the customer....

overtime

Originally posted by davisdog
For those, that call comcast and get the answer No the DVR hasnt been launched in your area (especially in the southbay since that's were the mercury is based)...I would suggest emailing the writer John Woolfolk at jwoolfolk@mercurynews.com and having him doublecheck his sources to see who's right (I think we are 0-100 in the south bay...except Mike who got Andrew Johnson when he complained to the Cronicle)...I wonder if Mr Woolfolk has ever called a comcast csr ;)

Good idea. I just did exactly that!

Oh, and Andrew C. Johnson, if you're reading this, how about a press release explaining the situation in the Peninsula/South areas?? This is really frustrating.

I live in Pleasant Hill, was informed DVR is available for my area, required a $15.95 installation charge for a service call and would add $4.95 to my monthly bill. All seemed well, then the shoe dropped. I have basic digital service with the HD package, the CSR said she could not input my DVR order because it required the full digital package, basic digital did not qualify. Asked to speak to a supervisor, she insisted that an upgrade to full digital was required or no DVR.

This is the same song and dance we got initially with the HD rollout, had to have full digital, bah, bah. Of course we soon found out basic was all that was required for HD, just wondering it that is going to be the case here. I will not upgrade to full digital just to get Comcast's DVR, I may however drop Comcast altogether and just use my existing satellite service DVRs.

If anyone finds out that we can get DVR with just the basic digital package, let us know.

Originally posted by Big D TV
If anyone finds out that we can get DVR with just the basic digital package, let us know.

How ironic can this get...They are basically requiring that you sign up for all of their ANALOG service before they will give you a DIGITAL Video Recorder...

they should be forced to sit in front of the setup and watch the Analog over the 6XXX boxes...it will drive you nuts.

I'm sure the only reason is to provide the DVR as an incentive to suck as much money out of the subscriber as they can.

I was told January 16th for DVR.

As a side note, Seems kinda expensive just to get DVR.... I currently have limited basic with HD and a 2nd HD receiver. That comes out to about $27 bucks, which is something I'm comfortable with. If I have to go to Digital Basic, that means instead of paying $27 ($15 for basic, $5 for HD, $7 for 2nd HD) for limited basic and 2 HD receivers, I'll be paying almost $70 ($54 for digital, $5 for HD, $10 for DVR) for 1 DVR and 1 HD receiver.

Does that sound right??? I would have been okay with paying an additional $5 - $10 on top of the $27 for DVR, but not an additional $40...

That's crazy... Am I calculating wrong??

Thanks,

Russ

Originally posted by russwong
I was told January 16th for DVR.
Russ
Yikes! That blows for us in SF! :mad:

I tried signing up via the web this morning and was told during the chat session with the CSR that I had to call the 1-888 number. Tried calling again after that and the CSR told me that it was "unknown" when DVR would be released in SF.

Originally posted by Mikef5
Ok, here's the real scoop.

I just recieved a phone call from Mr. Johnson and he said that All AREAS are to get the DVRs, there is no excluded areas and that was directly from the boss. I think Mr. Johnson was very upfront about this misunderstanding with the roll out and he assured me that he would make sure that it was rectified immediately. So Comcast is back on my Christmas list.
and my hat is off the Mr. Wallack and Mr. Johnson for getting this resolved.

Laters,
Mikef5

So did you actually get one? Maybe Milpitas was in the roll-out area...

I stopped into the local office this morning, and they pulled up an internal memo that said MIDDLE OF 2005!!!!

It's one thing to not have this service, it's another to have absolutely no idea when you're going to get it. Don't they realize that this area is one of the wealthiest and most electronics-hungy areas in the country? Sure, their competition right now is a $1000 box + satellite, but if they don't even offer the service at all, that other option doesn't look that bad. Do I wait "forever" for the cost-effective COMCAST solution, or just bite the bullet and get what I want right now? It's looking a lot like the latter is the way to go.

At this point, my understanding is that to get a DVR, you need to subscribe to:

Limited Basic + a Digital Tier (not a package). Limited basic is between $10 and $18 per month for most areas, so let's take $14 per month as an example. Assuming only one outlet/STB (additional outlet charge is $5 per month, + the rental/service charge for the second box), you should be paying the following: $14/month (Limited Basic) + $10/ month (Digital Classic Tier) + $10/month (HD DVR) = $34 per month.

This amount will probably go up a couple of dollars on January 1st because of the recently announced rate increases (which take effect 30 days after notice is given), so let's say $36 per month-- or a range of $32 per month to $40 per month.

However, I am not 100% sure that the above is the minimum requirement for DVR, and if they are really requiring standard analog cable (instead of limited basic) + digital tier, then that will bump up the cost considerably.

Someone mentioned above that there is a deal right now for the Digital Classic package of $34.95 per month for the first 3 months. This should be good for new subscribers or exisiting subscribers who want to upgrade their subscription to the Digital Classic package (or even current "Digital Classic package" subscribers).

If you are having trouble meeting the minimum subscription requirement in your attempts to order the HD DVR, it might make sense to sign up for this $34.95 per month deal and then we will have 3 months to get the straight scoop on exactly what the minimum subscription level really is.

I tried signing up for DVR in Fremont this morning. I have limited basic + HD + HBO/Max + 1 international digital premium channel. The CSR kept insisting I needed the extended basic to put the DVR through. These guys are getting pretty silly. My total cable bill is definitely higher than the extended basic, and I don't have any intentions of paying for the analog channels/extended basic.

If anyone figures out a way around this, that'd be great. There was someone in Seattle who got this when the CSR put in some special code. With cable modem service I'm already paying close to $100, and dont mind $10 for the HD DVR, but 30/40 bucks more for analog extended basic makes no sense.

I think one will have to get an agreeable CSR to just upgrade one from limited basic and add digital classic, then see if the DVR order will go through. Most CSRs will want you to sign on to a digital package.

I hope we can get some feedback from people who may have limited basic and are trying to get a DVR. I suppose analog is just as bad on the 6412 as a 5100/6200? Maybe this will be worth looking at again when they move to all digital.

Guess it's time to looking for some deals with DirecTV HD.

Originally posted by YuriLuzr
I suppose analog is just as bad on the 6412 as a 5100/6200?

I can't speak personally as to the 6412 picture quality since I'm in a neglected DVR rollout area (San Jose) as you are, but a senior service tech told me that Comcast is *not* addressing or planning on fixing the analog picture quality issue on any of the receivers, including the 6412. As has been mentioned before on this group, for best results bypass your STB and go directly into your TV for the analog channels. It made quite a difference on my set!

Originally posted by foobart
... I have limited basic + HD + HBO/Max + 1 international digital premium channel. .... My total cable bill is definitely higher than the extended basic, ....

... With cable modem service I'm already paying close to $100, and dont mind $10 for the HD DVR, but 30/40 bucks more for analog extended basic makes no sense. I totally agree. With what you are already paying, you should not have to add standard cable to get the HD DVR.

Perhaps try speaking to a CSR supervisor-- and pleading your case to the supervisor at the local office, face to face instead of over the telephone, should be more effective and may get you an exception to the standard policy (assuming that truly is the policy).

Just talked to a CSR at the Concord Call Center to see if I could expedite my install from Tues to sometime earlier and he said they were completely booked but if there was a cancelation they would call me.

He said the have been getting bombarded with calls for installs 24hrs a day for two days now. It wouldn't surprise me if that pile of DVRs DCTDictator has down there are gone real fast. In fact, I'm wondering if the later rollouts in the areas that people have been told no go yet is simply a supply issue.

Originally posted by SonomaSearcher
Someone mentioned above that there is a deal right now for the Digital Classic package of $34.95 per month for the first 3 months. This should be good for new subscribers or exisiting subscribers who want to upgrade their subscription to the Digital Classic package (or even current "Digital Classic package" subscribers).

If you are having trouble meeting the minimum subscription requirement in your attempts to order the HD DVR, it might make sense to sign up for this $34.95 per month deal and then we will have 3 months to get the straight scoop on exactly what the minimum subscription level really is. Is there a difference between Digital Classic "Tier" and Digital Classic "Package"?

In a recent channel list I got with my bill these are the categories listed:
Limited Basic Analog
Expanded Basic Analog
Digital Classic (about 20 channels)
Digital Plus (about 25 channels)
Digital Premier (about 20 channels)
Interntional
Selecto
Selecto Total
Premium
HDTV
PPV
MC

I currently have Limited Basic Analog and Digital Classic with 5100. Should I try for DVR or don't I qualify? Thought I'd get an opinion here before I call.

Originally posted by hiker
Is there a difference between Digital Classic "Tier" and Digital Classic "Package"?

In a recent channel list I got with my bill these are the categories listed:
Limited Basic Analog
Expanded Basic Analog
Digital Classic (about 20 channels)
Digital Plus (about 25 channels)
Digital Premier (about 20 channels) Yes, the "package" includes ALL the analog channels ("standard" cable + whichever digital tier(s) you subscribe to).

"Standard" cable = limited basic + expanded basic.

On the other hand, it is possible-- although many CSR's don't even know this-- to subscribe to SOME of the analog channels ("limited basic" only) + one or more digital tiers, which saves you significant $$ per month. With this configuration, you DON'T get the expanded basic analog channels.

Limited basic is typically between $10 and $18 per month. The Digital Classic "tier" is typically $10 per month. (Prices probably are going up a buck or two on January 1st.)

Here's what I would do if I were currently a "limited basic" only subscriber and I wanted the HD DVR:

I would first call and order the Digital Classic tier only. Not the package, only the tier. Once you get a CSR or supervisor who knows how to do this, confirm what the total price per month will be for you and get the confirmation/tracking number. End the call.

Then call back and speak to a different CSR and place your order for DVR. If they do it, great; if not, grill him/her as to why not and speak to a supervisor as necessary.

last time i checked guys you can add/subtract from your service at any time. so rather than fight this....just agree. then once you have the DVR, call up and remove the service you do not want.

Originally posted by gdebruyn
last time i checked guys you can add/subtract from your service at any time. so rather than fight this....just agree. then once you have the DVR, call up and remove the service you do not want.

I've done that several times and I've never gotten grief from Comcast for it. Hopefully I can remove the expanded analog service AFTER we get the 6412 installed... we'll see.

I ordered the DVR and made appt for Mon 12/13. They are going to charge $15.95 for install. I only have Limited Basic Analog and Digital Classic tier (pay $30+tax/mo.). They didn't say anything about not qualifying, so we'll see.

Has anyone successfully connected the 6412 via DVI with analog audio?

I'm in Livermore and have just had the 6412 DVR installed.
The actual install took about 1.5 hours! Much of the time was taken up by the download, not just program stuff, but the firmware also, apparently. I had 3 techs here during the install. The first one who showed up with the box and hooked it up, one of his associates came later, and then his supervisor showed up with a "welcome kit", which turned out to be a guide to using the DVR. (The Livermore office hadn't received these, and so they had gone up and gotten some of them from the Concord office.) This was their first install, according to them. While I had tried to get on "the list", and had visited the office a few times, I think it was just luck on the actual scheduling.

They went through most of the stuff with the new remote and menus. The remote is an ICX Global Enterprise (ENT 6412) black remote. We were able to record two different programs simultaneously, and you can also watch a third recorded program while the other two are recording! We recorded HD, and it looked tremendous on replay. The recording was on the input going to the component out, and I can also watch basic cable on the other inputs while recording. If you try to change the channel while recording, it warns you and makes you decide if you want to stop the record. There's also "buffering" going on, but I'll have to get clear on what that's about.

The menus are a lot faster, with many more features. I haven't seen other menu systems, so I can't compare, except to say it is a big improvement over the old menu system away.

As i was signing the papers, the tech said they were planning the single tuner DVR release last November, but decided to wait for the dual tuner DVR to blow satellite away.

Anyway. I'm happy! I think it'll take awhile to learn all the capabilities, but already I really like it. Oh yes, they said you can hook a firewire disk up to incease the capacity, and hook up a computer (again via firewire?) to download and burn to DVD. So they're touting this type of capability.

I traded a few e-mails with the author of the SJ Merc article today, and he said he's thinking of doing a follow-up article since the reality is quite different from the info COMCAST gave him prior to today's story. Let's hope we see something come out soon, and maybe the COMCAST folks will be more "incentivized" to get things rolling over here.

External firewire harddrive functionality is not yet available, from what I understand. However, my understanding was based on the firmware for the 6200/6208 (7.15); the firmware for the 6412 is 9.12, so I can't say for sure that it would NOT work.

Maxtor makes such an external harddrive, which should work once the firmware is revised to add such functionality.

Use the "swap" button on the ICX remote to switch from one tuner to the other tuner without cancelling your recording.

For those with installs coming up, the guide data (which goes 15 days out) takes a long time to get added-- 6 or more hours.

Thanks, ercrons. Can't believe it took that long, I'll have to plan for allowing more time. I think the "buffering" is the live buffer so you can pause live TV and do instant replay, etc. TiVo keeps a 30 min. live buffer but other DVRs are longer so I'm hoping the 6412 will be longer.

On the iGuide's HD channel list, local HD channels 703 and 704 are listed for me, but not 705, 707 and 709. Is this the case for others?

Originally posted by cgould
I didn't think we needed Digital either! That's bogus, no technical reason for it... just $$...?

I checked the website, to try and schedule (although as of last week, Foster City still didn't have HD nor DVR...)...
and it DOES say:

"DVR from Comcast lets you easily record and pause live TV. Record up to 60 hours of programs or up to 15 hours of HDTV programs. You can even record two shows at once or record one show while watching another live TV program. You must subscribe to Digital Cable to subscribe to Digital Video Recorder."




Here's a (mixed) POSITIVE update, from visiting Foster City office this morning:

1. Foster City DOES HAVE HD NOW. They let me pick up a 6200 box and do free self install (and sign up for Digital Classic $35/mo-3mos deal) on the spot.

2. She insisted "West Bay" (eg Peninsula, some S. bay?) does NOT have DVR rollout yet. She said sometime before end Dec.
I mentioned the VP comments and such that "all bay area should have it, soft rollout, ?", but that's what she said.

3. She said, neither DVR nor HD require Digital pkg or tier...
"Standard" analog (expanded basic) should be fine.
I told her what the website & forum comments said, but she didn't think it should.
That said, she's not a supervisor, and they haven't actually rolled out/installed DVR yet from that office, so...

but:
At least I have HD for now, w/ a cheap (temporary) package I can enjoy for a while :) finally!

I would suggest insisting to the CSR/installer you don't need Digital cable, to get the install...
or, if they insist, go ahead and sign up; you can always cancel later, and it's cheaper for 3mos anyway, enjoy some HBO-HD over the holidays :)

Also, one caveat to my initial annoyed response:
Since Discovery-HD & some other HD channels only come w/ DigitalClassic anyway, might want to subscribe to that for better HD anyway, along w/ enabling DVR... we'll see.
I forget the exact sets of channels per each tier, but the office does have the updated channel guide now, and it lists ALL the channels (incl HD), and which come with which tier- nice.
I'll try to update w/ details once I grab one.

Correction: box is a 6200, as Sonoma pointed out.

cgould,

Congratulations! Your box must be a 6200 (not 6208) since the 6208 is the single tuner HD DVR (never launched in the Bay Area).

John Mace,

I am trying to PM you. Please fix your profile to allow PM. Or post your email address.

Thanks.

Originally posted by SonomaSearcher
On the iGuide's HD channel list, local HD channels 703 and 704 are listed for me, but not 705, 707 and 709. Is this the case for others?

I'm not at home right now but I'm pretty sure 705, 707, and 709 were listed in the HD channel list. I'll let you know tonight.

Originally posted by SonomaSearcher
John Mace,

I am trying to PM you. Please fix your profile to allow PM. Or post your email address.

Thanks.

PM turned on now.

My 6412 doesn't show any channels...Oh wait!! I don't have one yet...:D :p

Pleasanton (west side) DVR is available.

Alas, my install date isn't until 12/22 :-(

I can confirm that Digital Cable service is *not* required. Basic Analog is sufficient - and you'll get the HD stations "for free". The "for free" is because the normal $5/mo for HD charge is for the box you would need if you didn't have the DVR (which is $9.95/mo).

I went with the Digital Plus package myself having suffered for years with "consumer-grade" MPEG-2 encoding on my ReplayTV, Hauppauge PVR-250, and Sasem OnAir devices. However, I now get the impression that I'll still be viewing Analog (encoded then unencoded in MPEG-2 by the DVR) for the stations 2-83... Is this correct? I've never had Digital Cable before...

I guess my saving grace will be that the only 2-83 stations I care about (except for FOX!!!) are available in HD...

SS:
I understand about using the PIP swap to change tuners with the ICX. I was referring to the case where we had two recordings going on at the same time. Sorry if I created the wrong impression.

I'm wondering about the external disk. The way they talked about it (brought it up at least twice), you'd think it would already work. The only question I can remember asking was had they seen it in action, to which they said no. I haven't looked through other threads, nor gone through the manuals completely, but I may have access to one somewhere. Maybe I'll give it a try and see what happens.

An update to the roll out in the South Bay.

If you remember what DCTDicator said about getting on the VIP list BEFORE the roll out, he was absolutely right. They are suppose to use that list for the initial roll out, including the 550 MHz and below systems. After that the people that called after the first roll out will be put on another list and the people that signed up on the web will be filled after that. That is what Mr. Johnson wanted to happen but there seems to be mass confusion on what's suppose to happen in the different areas. The CSR's are given bogus information and that is suppose to be corrected soon. As far as my situation, I was already on the initial VIP list ( several times to be exact ) , I even signed up on the web last year, but because of the mass confusion with the way the roll out was suppose to happen I was initially refused a dvr. But after many emails and many phone calls I now have a dvr to call my own and it's very much like the Tivo or what Dish has, very nice. I still need to work with it more but so far I have seen no problems, even being on a 550 MHz system. So am I happy, yes. Is Comcast back on my Christmas list, yes ( for now :) ).
I can only say, be persistent and don't give up, when the confusion gets corrected you will all get one and that includes the 2% ers. I will give you my impression of this box when I finish playing with it

Laters,
Mikef5

Originally posted by Mikef5
[B]An update to the roll out in the South Bay.

If you remember what DCTDicator said about getting on the VIP list BEFORE the roll out, he was absolutely right. They are suppose to use that list for the initial roll out, including the 550 MHz and below systems. After that the people that called after the first roll out will be put on another list and the people that signed up on the web will be filled after that. That is what Mr. Johnson wanted to happen but there seems to be mass confusion on what's suppose to happen in the different areas. The CSR's are given bogus information and that is suppose to be corrected soon.

Thanks for the update. It's kind of hard to believe, though, that not one CSR seems to have gotten the correct info, even yet. I've called multiple times and always get the same response: No DVR in my area. I always mention that I'm on "the list", and they always acknowledge that I am. They don't seem confused at all (like the people in the local offices do), so one has to wonder, who is running things there and why can't they communicate with their own people...?

Thanks for the update and I'm glad to hear some are getting theres down here.
I just called up (again), they confirmed I'm already on the "VIP list" and will be getting a call in the next 4-6 weeks. No confirmation or denial that others in South Bay are getting it. Not very reassuring.
The CSR did say I won't need to subscribe to anything else to get the DVR ... I currently get the analog channels thru my condo business account and just pay for the HD box rental - no other digital channels. Who knows if that's right or wrong - I guess I find out if/when I finally get the DVR installation set up.
Mike, do you think it was your early status on the VIP list that finally got one for you? Or the emails you sent? Or just "luck of the draw" / persistence with the various CSRs?

I called again and got denied yet again. The CSR said the people on the VIP list is suppose to get the first allocation of the DVRs when they are available. She initially said end of December. I asked her to double checked again, and then she said it won't rollout till 2005. She gave some excuse about our area not being rebuild yet. I corrected her and said the DVR is just a HD receiver with a HD inside. Then silence.

Arghhh... It is just so frustrating dealing with Comcast CSR with their complete lack of information.

Calling for the third day in a row, I finally got someone to put me on the "VIP list", and was told "in about two weeks", after two days of "there is no list".

It would be more confidence inspiring if CSRs could give a consistent story ...

I think the only thing that might save Comcast's telephone customer service is to completely outsource it to at least two different contractors and give each contractor a different telephone number for customer calls, then give customers the option to call either number. Compensation would be based on the relative percentage of calls going to the respective contractors. The competition between the multiple contractors would (hopefully) dramatically increase customer service accuracy-- customers would more often call the number that gives them the most accurate information.

Of course, the contractors would be dependent on Comcast to provide them with accurate information.

Isn't the customer service by area? I always thought it just reroutes it to a customer support center near you when you type in your phone number in the beginning? I was finally able to get an appoint, but its not until Dec 22nd, but i'm not complianing. Keep on trying peoples!

I was under the impression that the number you call on your bill is routed to the Concord call center although that seems to conflict with Comcast's touting of local interaction when they took over in this area. One would think it would not be too hard to educate a group of people in one building...maybe not..

I called customer service one more time, just to see if things had changed. I got the same story as before.

I just called and asked for a DVR, and was told that the rollout in the "south and west Bay" is not happening for 2-3 weeks as the DVRs are "not working with the head end yet". You think they would have realized that....

So, nothing for Sunnyvale yet, but I will call back in two weeks to see.

Yeah, Comcast has invested a lot of money and PR in the Concord call center, so you won't see it disappear any time soon. My suggestion was more an intellectual excercise than anything else.

Possibly one problem is the flux of labor deployment when rolling out new services such as DVRs, my guess is customer service is overwhelmed with the DVR thing, plus I think they have to meet some time constraint as far as customer wait time. The logistics of all this is probably more complicated than most folks imagine.

Got an appt. on 12/21 in Fremont. I had to upgrade from limited basic to "standard"/extended basic. The CSR found a promotion for $19.99 a month for 3 months, so that's not too bad. Will see in 3 months if they permit a downgrade without giving up the DVR. She also found a 29.99 for 12 months, if someone wants a longer term..

Just have my visit from COMCAST and the 6412 installed; the installer said this was the first one in Berkeley, which made me rather nervous. But everything went well and seems to be working. A very nice guy, who seemed very knowledgeable in general, but just learning 'on the job' with the 6412. Now I have a lot of learning to do!

Summary of my day, for archival purposes.

Guy came out with new box, said I was his first DVR. Said he'd been trained a year ago, but hadn't dealt with them since. His training manual was for the .... 6200? Or 6208, I forget, but it wasn't for the 6412, FWIW.

We hooked it up. I have a Loewe Calida teevee, 4:3 with 16:9 emulation. Previously I ran it through my receiver ... it only has one set of component inputs, so I hook up cable box and DVD player to receiver and send receiver to teevee. There was a box-to-TV outlet on the old box that I also connected to the television ... this was missing on the 6412.

Result was that my teevee didn't get the signal from the box, for who knows what reason. Many hours later, I figured out my teevee assumes component connections are from a DVD player ... I told the teevee that my box was a DVD player, it works now, although obviously this is a kludge until I figure out what to really do. I also had problems because the box assume I had a 4:3 teevee ... I had to set it up for a 16:9 before I could get a signal to my TV. And finally, the only setting that would work was 480 ... p or i, I forget ... 1080 doesn't work right now, although it used to on the old box.

I mention all of this in case someone has a similar setup ... I don't understand my system for the most part, so I can't really explain what works and what doesn't.

What IS important is that it took more than an hour to download information into the box. My tech had never seen such a thing, and so we got paranoid, he decided the box was broken, he started checking outside wiring, called his superior, they decided to bring a new box and start from scratch, he left to come back later with new box ... and an hour or so later, the box finished downloading, everything worked (after the above-mentioned adjustments to my setup), and now I have a DVR.

So, I don't know how it's been for others, but if you get it setup and it seems to be stuck in some download loop, give it time.

Originally posted by millerwill
Just have my visit from COMCAST and the 6412 installed; the installer said this was the first one in Berkeley, which made me rather nervous. But everything went well and seems to be working. A very nice guy, who seemed very knowledgeable in general, but just learning 'on the job' with the 6412. Now I have a lot of learning to do!

My guy said *I* was the first one in Berkeley :-). Guess we're all learning on the job!

Maybe we were each the first for the different installers! Yes, the download did take a while for me too, but probably only about half a hour. The installation of the box itself took 5 minutes, replacing a 6200 with the 6412, all connections the same (dvi to a hlp 6163 display and optical audio out to a AVR). He left the old power cord in place!

A question about the 6412:

Since it has 2 tuners, is it possible to use that feature to accomodate picture-in-picture instead of the watch one channel, record another feature? That's one huge draw-back of the set top boxes-- you give up P-I-P on your TV when the box is in use.

Another update:

At 4:00, the box started to download again, and so I am unable to watch anything until it's done.

I tested HD recording ... worked fine. Tested pause-while-watching and related stuff ... worked fine. Didn't do swap because I'm waiting for the tech to return and give me a new remote. But now I can't do anything because it's downloading.

Oh, one more thing, perhaps unrelated: before today, I got Gol TV. Now I don't get it anymore.

Originally posted by John Mace
A question about the 6412:

Since it has 2 tuners, is it possible to use that feature to accomodate picture-in-picture instead of the watch one channel, record another feature? That's one huge draw-back of the set top boxes-- you give up P-I-P on your TV when the box is in use.

I don't think so. Because the splitting is done inside of the box, there's no way output it to two different inputs on your TV. Even if parallel outputting is enabled on the boxes, I don't think the software can handle it properly.

Originally posted by masoo
Oh, one more thing, perhaps unrelated: before today, I got Gol TV. Now I don't get it anymore. Same here. It may be a coincidence of timing or it might be related to the new box. Anyone still with a 5100 or 6200, do you get channel 618 in the clear (unencrypted)?

Too bad, because I am not going to pay $16 per month for Selecto Total just to get Gol TV (and Fox Sports en Espanol).

Hey, does anybody have some info for Santa Cruz? I'm getting really sick of seeing all these ads for HD content, not to mention that last Comcast ad blitz about a month ago.

I'm pretty sure that Scotts Valley is the head end for the area (only place I know of that has all the BIG sat. dishes.) I pop into talk to the counter people there everyother month, but they always say, "Oh, next month," or "In a month or so," or "They're testing it."

BAH! How about some straight scoop Comcrap?

Well, I guess one positive note for us DVR-challenged South/West Bay folks is that we get to watch
you lucky guys test and debug the things ahead of time. Thanks for all the informative postings. Please continue to share with the rest of us. Enjoy!

guys, which guide does our Motorola use? i'm hoping Microsoft...

Was really lucky to get an appointment for today between 12 and 4. I was really unlucky that I actually came home and waited. 4:00pm no service tech, no call, no nothing. I called and got a very nice person on the phone that promised they would come out tomorrow between 12 and 4. I understand that many of the installs are taking longer than anticipated, but a call would have been nice. Won't be quite so understanding if they don't come out tomorrow. Glad to hear they seem to be working OK.

Masoo. One of my sets only accepts 1080, 720 and 480p. When I first got my HD box the Plasma monitor would only display a picture on the HD channels. The service tech was not able to figure it out, but I talked him into leaving the box. I had to go into the setup menu and change the output to 480p from 480i for the non-HD channels and it worked fine. That sounds like the issue that you had with your set. I suspect I will have the same issue with the 6412.

Kris

Originally posted by gdebruyn
guys, which guide does our Motorola use? i'm hoping Microsoft...

Nope...iGude.

Well, based on the fact that several of you tried several times by web and by phone, I decided to try the web route again. This time, I was told that not only do they have boxes in Burlingame, but that I can pick one up and install it myself! I'll believe it when I see it (and I'll try to get home in time tomorrow, but that's iffy).

Ha! Of course, we disconnected our 5100 and took it to the Comcast office here in Burlingame, where I was assured by the on-line CSR last night they not only had a stock of DVRs, but I could pick one up for self-install. We got there and they adamantly stated, and repeated, "if we had any, which we do not, we would make an appointment for you. No stock, no appointments, and no self-installs".

So once again, we're on hold.

I live in San Jose and just spoke to a Comcast CSR this evening. She said that DVR's are not available for my area yet because they are "awaiting deliveries of more Motorola boxes." She did not have a timeframe and offered to put me on the VIP List. She says that by putting me on the VIP List, I will probably get one of the 30,000 6412's they are expecting from Motorola. She also gave me a Tracking# to reference being on the VIP List.

Gol TV is a deal-breaker for me, so when it disappeared today, I was on the phone immediately. I was told they split off the Digital Sports package from whatever Digital package previously included Gol TV. For the same price I could replace the old package with the sports package. But the old package included Trio, which is also a deal-breaker for me, but I didn't want to pay $10/month for those two channels. Best I could do was get my HBO/Showtime package reduced for three months (the intro package they're offering, I think), so for three months I'll pay $8 less than I am now, after three months I'll pay $5 more than I am now (at which time, Trio will probably have gone under). And they waived my install charge, although I think they were gonna do that anyway.

I know a lot of folks are less than pleased with their Comcast experience, but I'd like to relay an extremely positive experience to let everyone know what's possible if you get hooked up with the right people:

* I called 1-800-COMCAST on Thursday afternoon and with in 3 minutes or so I was confirmed for DVR and given an appointment for the 8am-12pm window on the following day (Friday/Today).
* The installer arrived within the specified window and was extremely friendly/personable.
* The installer let me know that we were going to have a "party" today because his Supervisor and a CSR were going to be arriving shortly for learning/training purposes (this was their first install of the 6412).
* I was very pleased to hear this and I think people will be happy to know that some CSRs are getting this kind of "in the field" exposure.
* The install was extremely smooth and the team was pretty knowledgeable. There was however some disagreement on the team regarding HD recording capacity on the drive (4-15 hours was the range) and no clear information regarding if/how the Firewire Port might be used for additional storage. Additionally I needed to correct a bogus response regarding my question about when Fox/KTVU might come online, but we all know the real story there.
* All in all, a great experience and a very friendly group of people to work with and I hope as many people as possible will have similar/positive experience.

Additional Notes
============
Was told there would be a switch from iGuide to Microsoft Guide after the end of the year.
No install fee
Total increase to monthly bill $4.95
I was never on "the list" as far as I know (although I had asked to receive email notification from the comcast website when DVR became available in my area - and never received anything BTW).

Remaining questions
==============
* Can I send the recordings to my PC via Firewire? If "Yes" what is the format?
It would pretty cool if you could take these files and convert them to .wmv 720p or 1080p using some of the authoring tools out there. Probably "pie in the sky".


-Sean


PS – I want to thank the contributors to this thread and avsforum because without all of you I would not have been armed with
information I needed to get an early appointment or the resulting positive experience.

Originally posted by smnorton I know a lot of folks are less than pleased with their Comcast experience, but I'd like to relay an extremely positive experience to let everyone know what's possible if you get hooked up with the right people...

Well, your positive experience is because you're in a roll-out area. Those of not in the roll-out area get nothing but "you might have the DVR sometime between January and June".

Originally posted by cgould
Here's a (mixed) POSITIVE update, from visiting Foster City office this morning:

1. Foster City DOES HAVE HD NOW. They let me pick up a 6200 box and do free self install (and sign up for Digital Classic $35/mo-3mos deal) on the spot.

Also, one caveat to my initial annoyed response:
Since Discovery-HD & some other HD channels only come w/ DigitalClassic anyway, might want to subscribe to that for better HD anyway, along w/ enabling DVR... we'll see.
I forget the exact sets of channels per each tier, but the office does have the updated channel guide now, and it lists ALL the channels (incl HD), and which come with which tier- nice.



Here's the Foster City/Hillsborough HD channel/tier breakdown, from the brochure:

Limited Basic:
703 KNTV (NBC)
704 KRON (Ind)
705 KPIX (CBS)
707 KGO (ABC)
709 KQED (PBS)

Digital Classic:
719 INHD-1
720 INHD-2
720 FSNBA (Fox Sports Bay Area)
722 Discovery HD
723 ESPN-HD
725 NFL Network-HD

Premium: (receive whichever analog premium ch you subscribe to)
730 HBO-HD
732 Cinemax-HD
734 Starz!-HD
736 Showtime-HD

Not sure if there is any HD PPV yet.

Sorry if this is off topic a bit, but I am hoping someone here can give me an answer about channel line-ups in the SF Bay.

I have this great love of an old TV probgram, The FBI. Don't laugh, it's probably becuase of a problem in my childhood. :-)

Anyways, shortly after my system in San Mateo County was upgraded to 860 Mhz, I found the Good TV Network on channel 123, which broadcasts the FBI every friday. This was great for a month or so, and then all of a sudden, the channel dissappeared, never to be seen from again. I have a ReplayTV frontending the DCT 6200 tuner, and it disappeared from the channel guide on the Replay as well as the DCT6200.

So I figured this was the result of some contract dispute and the channel was gone. Doing some research I discovered that this network is available free on the satellite for rebroadcast, and they don't get paid for carriage - I guess it's purely ad driven and the cost of programming is very low.

Anyways, tonight I looked up the TV guide for Burlingame to check on a lineup problem, and the guide shows the FBI is playing on channel 123 in Burlingame! I figured since I was on an 860 Mhz system that if Comcast were carrying it, it would be on my system.

So, could someone in an upgraded area check their channel guide for channel 123 (Good Life TV)? Particularly in Burlingame area, but I'd love to hear if it's on other headends too.

If this isn't a guide error on the TV guide website, which I would doubt, why would my headend not have this signal anymore, and others which have less spectrum be seeing it?

Thanks for the favor!
Mike

Originally posted by MikeSM
Sorry if this is off topic a bit, but I am hoping someone here can give me an answer about channel line-ups in the SF Bay.

I have this great love of an old TV probgram, The FBI. Don't laugh, it's probably becuase of a problem in my childhood. :-)

Anyways, shortly after my system in San Mateo County was upgraded to 860 Mhz, I found the Good TV Network on channel 123, which broadcasts the FBI every friday. This was great for a month or so, and then all of a sudden, the channel dissappeared, never to be seen from again. I have a ReplayTV frontending the DCT 6200 tuner, and it disappeared from the channel guide on the Replay as well as the DCT6200.

So I figured this was the result of some contract dispute and the channel was gone. Doing some research I discovered that this network is available free on the satellite for rebroadcast, and they don't get paid for carriage - I guess it's purely ad driven and the cost of programming is very low.

Anyways, tonight I looked up the TV guide for Burlingame to check on a lineup problem, and the guide shows the FBI is playing on channel 123 in Burlingame! I figured since I was on an 860 Mhz system that if Comcast were carrying it, it would be on my system.

So, could someone in an upgraded area check their channel guide for channel 123 (Good Life TV)? Particularly in Burlingame area, but I'd love to hear if it's on other headends too.

If this isn't a guide error on the TV guide website, which I would doubt, why would my headend not have this signal anymore, and others which have less spectrum be seeing it?

Thanks for the favor!
Mike

I don't see it on the Foster City lineup card, and 123 doesn't work on my box- Burlingame may be different; however, Comcast has been "standardizing" their lineups recently.
Call or check w/ your local office/CSR.

I finally got my 6412 yesterday, a mere 13 months after receiving a flier from Comcast!

Picture quality is excellent, dual tuners are superb.

As mentioned in other threads, the DVR capabilities dwarf Tivo - but my Tivo doesn't do HD so I'll keep them both. Set up a season pass for Everybody Loves Raymond, first run only, and it want to record all the syndicated episodes. Oh well, maybe they'll fix that down the road.