Houston, TX - Comcast / DBS - Page 302

I live in Hopkins, Minnesota. The new channel guide has been installed, and, in general I am happy. However, I do have the following complaints:
1--I miss the feature of setting the switch on channel.
2--Must remember now to leave cable box on if I'm recording an upcoming program.
3--Upon turning on the TV or switching channells, I receive a message on the screen that reads "Your not authorized to view this channel" or "your cable box is not authorized for use". I have to switch away from the channel and switch back or wait a few minutes and the channel comes one. This is most annoying. I called technical support and they were aware of the issue as many customers have called with similar complaints.
Hope you have an answer for my issues. Thanks for your cooperation.

Manuel Madeiros | June 16, 2011 6:02 PM

http://blog.comcast.com/2010/05/new-...#comment-39375

Hello Mr. Madeiros and thanks for your comments and questions.

The current default power on channel would be whatever the last channel the cable box was tuned to before it was turned off. You can also leave the cable box on and turn the TV off. The "turn on" channel is a feature that is definitely in an upcoming guide release coming to several areas later this year. The turn on channel would be selectable for each cable box.

You don't have to leave the DVR on to record. It will turn on and record if it is turned off. You do need to leave the DVR on if there is a recording in progress. The previous on-screen guide software did allow you to turn the DVR box off (it actually went into standby) when you were recording a program, the new guide software does not. This is certainly a slight change in behavior and in line with what the majority of our customers are used to and have in their home today.

You can certainly leave the cable box on and the TV off when recording programs. If you leave your cable box off, it will turn on to record according to what you have scheduled. With the new on-screen guide, when you attempt to turn off the cable box while a DVR recording is in progress, an on-screen message appears that says the following: "A recording is in progress. Turning off your cable box will stop all recordings in progress." There are two options presented on-screen underneath this message.
1. Continue recording, leave cable box on
2. Stop recording, turn cable box off.

You can chose one of those options. If no selection is chosen the on-screen message will time out and the DVR will continue to record. Leaving the DVR on allows for your cable box to easily get software and firmware updates as well as updated TV listings. This should not significantly impact the lifespan of the cable box or the hard drive. A lot of our customers leave the DVR on and turn the TV off.

Unfortunately, the Not Authorized issue you referenced is a known issue on certain set tops. A fix for that issue has been identified and is scheduled to start rolling out to customers over the summer

Ted Hodgins replied to comment from Manuel Madeiros | June 20, 2011 3:54 PM

http://blog.comcast.com/2010/05/new-...#comment-39427

Originally Posted by hdguru

For about 2.5 weeks, fast action and large contrast changes are causing both macroblocking and occasional, brief freezes. I'm thinking this has something to do with the digital transition, and the encoder has either hardware or software issues. Of course, this could be only in our area (Meyerland, Maplewood South).

Please reply or PM me if you're seeing the same issue in your area.

Thanks...

Guru

In case you are keeping score, I want the sleep timer back.

Mike | June 22, 2011 12:51 PM

http://blog.comcast.com/2010/05/new-...#comment-39485

Hello Mike. Yes, keeping score. Sleep and Wake Timers are winning. These features will both return in a future version of the guide coming to many SA/Cisco areas later this year. These are features that most other video providers also do not currently offer.

Ted Hodgins replied to comment from Mike | June 22, 2011 4:51 PM

http://blog.comcast.com/2010/05/new-...#comment-39496

Hi Ted,
I received the new guide this week (Arlington, VA), but am missing a key feature that I was looking forward to.

The "watch in HD" quick tune button, which provides one-button access to the HD channel from an SD channel, is missing from my guide. I spoke to Comcast... first, they told me that the feature does not exist (although, it's on the new guide instructions website). Then, they had me swap out my SA box for a Cisco box at the local office, because the feature is only available on "true-two-way RNG" boxes. Now I have a new box that I don't like as much, and still don't have the feature we were promised. A Comcast Tech came out and told me that the feature is supposed to come out in a future update. What's the real story? If it's coming out in a future update, what's the timeline?

Thank you.

Michael | June 27, 2011 10:31 AM

http://blog.comcast.com/2010/05/new-...#comment-39572

Hello Michael. Sorry for the confusion The Watch in HD feature is not a part of this new guide. It is a feature in our current Motorola cable box guides and you may have seen that website instead.

A complete list of features and details about the new guide that you have is available here:
http://xfinity.comcast.net/meetyourguide/

The Watch in HD feature (along with many other enhancements) is included in a guide release coming to many SA/Cisco areas later this year.

Below outlines the phases and rough timelines


Phase one underway now includes this initial new on-screen guide - plus in most all areas shortly before or after the new guide we are also in the process of rolling out a nationwide initiative called "World of More" that will enable us to bring customers access to more innovative products and services, including many more HD channels. This is rolling out neighborhood by neighborhood. We will be sure to communicate early and often with customers as these additional services come to their area. The "World of More" project - more info at https://digitalnow.comcast.com/ - is not a pre-requisite for the new on-screen guide but understandably it is just one of the many projects and improvements that we need to coordinate and schedule the new guide around.

Phase two includes iTV (interactive TV applications) including Caller ID to the TV (http://www.comcast.net/callerid/), HSN Shop by Remote, Ready Remind Record and Request for Information applications, all of which are available now in our Motorola markets.

More information on these features are available here:

Shop-by-Remote: A convenient, new way to make HSN purchases?simply by using your remote.
http://www.comcast.net/newguide/iTV_...emote_0110.pdf

Request for Info: Know more?save more! Introducing an easy way to request valuable coupons and info from advertisers?simply by using your remote.
http://www.comcast.net/newguide/iTV%...nformation.pdf

Ready Remind and Ready Record: Now you can conveniently set program reminders or recordings directly from certain TV show and movie advertisements.
http://www.comcast.net/newguide/iTV%...d%20Record.pdf


Phase two also includes the Xfinity TV application (the ability to use your iPad to change channels).

More information on this application is available here:
http://www.xfinity.com/help/internet/mobile-tv-app/


Phase three includes myDVR Manager (more information here http://www.fancast.com/mytv/dvr).

From the internet and the Xfinity TV app, customers can: set recordings, view/modify scheduled recordings, view completed recordings, modify series priority lists, etc.

A sneak peek into phase four includes AnyRoom DVR (http://www.comcast.com/anyroomdvr/) and an extensive new guide with a 16:9 display, rich on-screen graphics, search results that include combined On Demand and linear television results that can be filtered, more on-screen guide listings and customized grid views, the ability to go back in time in the listings grid, network logos in the guide, poster art in On Demand, additional FF and REW speeds in On Demand (to match the DVR experience) plus the Watch in HD feature.

There are many more features included and many more details to come soon. Phase 2 is expected to be in all of our SA markets this year. We expect to be in several SA markets with phases 3 and 4 by the end of the year.

Ted Hodgins replied to comment from Michael | June 27, 2011 3:21 PM

http://blog.comcast.com/2010/05/new-...#comment-39574

I live in Naples FL and have had nothing but problems with this new on-screen guide.

The new layout is clunky and chaotic. The ads in the guide are obtrusive.

Now the OnDemand channel only works about 30% of the time, the other 70 you just get an error message. I have my DVR set to use folders for series recordings, I have yet to see a folder created for any of the 15-20 series set to record. Perhaps the biggest flaw however is the inconsistent and glitchy recording. Not only have I had recordings erase themselves when there is no conflict, some shows decide to cancel out recording before the end of the show. Several times I have gone into a recording and it states it is an hour long until I watch about 10 minutes of the show, then the time changes to say, 23 minutes and the show ends right there. Also forcing my DVR to stay "on" when a show is recording is a waste of my electricity, it never needs to stay fully powered on before so why does it now. All in all I have to say this "improvement" was a HUGE and apparent unwanted step backwards. It's clunkier, less user friendly, and highly glitchy. Perhaps Comcast should consider employing product testers or doing market research before they fix something that was not broken. I would gladly welcome the old system as I NEVER had any of the aforementioned problems on it. It was stable, user friendly and easier on the eyes.

Michael | June 24, 2011 3:00 PM

http://blog.comcast.com/2010/05/new-...#comment-39538

Hello Michael and thanks for sharing your feedback.

We have heard from a lot of customers directly about the improved speed and responsiveness of On Demand with the new guide. If you are still having issues with On Demand, I would strongly recommend having a technician out to review your signal levels. Please give us a call at 1-800-COMCAST to start the troubleshooting process.

The DVR Folders feature (where your DVR recordings are automatically organized into on-screen folders for better organization) is something already included in our Motorola DVRs.

We have recently discovered that the DVR Folders option was recently and inadvertently added to the DVR Setup screen in this guide. The feature is currently not active (it will toggle on and off but doesn't actually turn DVR folders on or off) and this feature is slated for a future guide release for our SA customers. That release is scheduled to start being available to our SA/Cisco customers later this year. We are working to remove the DVR Folders setting in the guide now as to not confuse customers.

We are aware of a DVR truncation issue on DVRs. It has been confirmed that the issue impacts all SA and Cisco branded DVR?s. I apologize that you are experiencing this issue. The issue is set to be corrected in an upcoming guide release which is currently scheduled to begin customer deployment in early August. The firmware fix is currently being validated in Cisco and Comcast labs and going through a Quality Assurance phase.

In speaking with Cisco and Comcast engineers who have identified the root cause of this issue, one way to alleviate DVR truncation occurrences is to avoid changing channels when in a delayed playback state. I certainly realize that this is a big customer issue and an inconvenience but I wanted you to know that a fix is in process.

As with all of our new products, we have extensively tested this new guide first with our employees and also with using an independent research firm with real Comcast customers in Scientific Atlanta areas and also received much direct and positive feedback on usability.

There are many more details on the new on-screen guide available here: http://www.comcast.net/meetyourguide/

Thanks again for your comments and thanks for being a Comcast customer.

Ted Hodgins replied to comment from Michael | June 28, 2011 2:43 PM

http://blog.comcast.com/2010/05/new-...#comment-39590

Dear Mr. Hodgins,

We just received the "new" guide, and I am terribly disappointed. In 2011, I think it's unacceptable that I can only read four channels at a time on my guide on a 46" HDTV. And there's no option for a smaller font size, and non-garrish colors at a minimum. I see that Comcast has partnered with Tivo in limited area, and the "Xfinity Spectrum" service looks like a quite decent implementation of TV watching in the year 2011.

Matt Burden | June 25, 2011 10:30 PM

http://blog.comcast.com/2010/05/new-...#comment-39559

Hello Mr. Burden and thanks for your feedback.

You are able to modify the listings grid to show 5 channels at one time (the same as the previous guide). Press the Menu button on your Comcast silver remote control twice, choose Set Up from the on-screen menu, then Guide Set Up, scroll down to the Grid Cell Height option and change Double Height (the default) to Single Height.

The guide colors in the grid (purple for movies, green for sports and light blue for kid's programming) are consistent across a lot of our cross platform products and are designed for consistency. The color coding cannot be modified.

The background color of the guide can be changed on each cable box. On the Comcast remote control, press the Menu button twice, then select Setup, then Guide Colors setup. Here you can select the guide's color palette. The fonts are not able to be changed.

The Xfinity Spectrum service (also sometimes referred to as Xcalibur) is a program that is developing new services that bring a significantly better TV guide and navigation experience to our customers. Xfinity Spectrum specifically is a new HD-DVR product with a new TV experience that makes it easy to navigate and discover our extensive library of content.

It includes an exciting new advanced digital entertainment guide, a leading edge easy to use navigation, search and discovery, and content integrated from many sources including Live TV, On Demand, DVR, online content and integrated applications.

Spectrum is currently available to select customers in one market only. Spectrum will be more widely available next year - we will let you know when we reach your area!

We also have a new guide that will be available in many SA/Cisco areas later this year that I think you will be pleased with.

Some features include AnyRoom DVR http://www.comcast.com/anyroomdvr/
and an extensive new guide with a 16:9 display, rich on-screen graphics, search results that include On Demand and linear television results that can be filtered, more on-screen guide listings and customized grid views, the ability to go back in time in the listings grid, network logos in the guide, poster art in On Demand, additional FF and REW speeds in On Demand (to match the DVR experience). There are many more features included and many more details to come later.

Ted Hodgins replied to comment from Matt Burden | June 28, 2011 6:37 PM

http://blog.comcast.com/2010/05/new-...#comment-39603

I have tried to record a program, and it recorded the program along with the repeat episodes. The DVR also locked up and would not do anything, including turning off. The old system was easier to use and seemed to offer more choices. I'm very disappointed and frustrated. I hope you can get this new system working as good as the old one.

Florence Witzeman | July 6, 2011 3:23 PM

http://blog.comcast.com/2010/05/new-...#comment-39714

Hello Ms. Witzeman and thanks for your comments and feedback.

Unfortunately we are aware of the current DVR over-recording issue and realize that it can be an annoyance. This occurs on programs with non-episodic data that repeat throughout the day. The theory and current logic here is that it is better to over-record than to under-record. We know where the problem is and how to solve for it. We have attacked this issue from a few directions.

We continue to work with our guide data provider and we also have recently initiated a software solution targeted for very early 2012.

We do have something very similar to the "record this time, this day, this channel" for DVRs now. Besides setting a series recording, one option is to set a manual DVR recording: To set up a recurring manual recording - Press the My DVR button on your Comcast remote control, select Set a Recording, then Set a Manual recording, enter in your start and end times and start date. Choose the channel and then view recording settings - the settings can be modified to record once, every day, once a week, or weekdays. We do have a Record this time and this channel only option directly from the DVR set up menu in an upcoming release coming to many SA/Cisco areas later this year.

You should also be able to manage your series priorities to catch your third series in its off-hours. If multiple series are scheduled at the same time, you can change the priority in which you want programs to be recorded. From the DVR Menu select Manage My DVR, and then Series Priority to modify.

Page 9 on the link below has the steps for that.

http://por-chr.cimcontent.net/ui/pdf...5_DVR_0111.pdf

Another option: Change the DVR recording options to "Save only one episode". The default is "All Episodes". You can change that to save only 1 episode (this would save only the most recent episode). The other options allow you to save 2 episodes up to 7 episodes. From the grid, select a series to record. Press OK/Select and then arrow over to the red dot on the info screen (set or cancel a recording) Press OK/Select. Choose "Set Up a series recording". Then select "View all settings". Arrow down to "Save:".

Having your DVR lock up is not expected and not normal behavior. There may be an issue with your cable box or your cable signal. I would suggest that you give us a call at 1-800-COMCAST to begin the troubleshooting process with one of our agents.

Ted Hodgins replied to comment from Florence Witzeman | July 6, 2011 3:31 PM

http://blog.comcast.com/2010/05/new-...#comment-39715

I like the new guide, although it takes a bit to get used to. Can't wait until you implement the sleep timer.

One of my biggest disappointments is that Comcast has been advertising the MyDVR feature for two years but it is still not available in my area (West Long Branch, Monmouth County, NJ). Every time I call a rep, they say that it is a few months away yet after two years, it is not available yet. I even had one rep tell me that it was available and I all I needed to do was to get a new box from my local Comcast office, which I ended up wasting two hours disconnecting my boxes and taking a trip to the Eatontown office only to be told that the boxes they had would not support MyDVR.

Do you know when the MyDVR feature will actually be available in my area?Thank you.

Mr. G | June 30, 2011 5:20 PM

http://blog.comcast.com/2010/05/new-...#comment-39643

Hello Mr. G and thanks for your comments.

Your area of NJ is part of a shared Comcast area; some adjacent communities have Motorola equipment where we have the myDVR Manager service available. That may explain why you have seen some advertisements around the myDVR service. The good news is that the new on-screen guide that you recently received is step one towards providing myDVR Manager as a value-added feature to all of our Scientific Atlanta/Cisco DVR customers.

myDVR Manager is currently targeted to be available in our SA/Cisco locations in early 2012. It requires additional guide software to be loaded on the DVRs. That process will be done automatically to all of our SA and Cisco DVRs.

More info on myDVR Manager is available at the link below:
http://xfinity.comcast.net/mydvr/how-to/

Ted Hodgins replied to comment from Mr. G | July 7, 2011 9:43 AM

http://blog.comcast.com/2010/05/new-...#comment-39730

After several weeks of the new guide, an annoyance has appeared. Occasionally, when switching channels within the service to which I subscribe, a box pops up with the message that the channel I have selected is a subscription only channel. It happened this morning when I first turned on the set with the last channel I watched last night selected. Switching to an adjacent channel and then back to the selected channel always gets the selected channel and gets rid of the pop up. Is this just an artifact of the transition to the new guide, a software issue, or what? My location is Canton, GA. Note on the answer to the previous customer: Current channel reminders can be recalled by pushing the "OK/Select" button on the remote control.

Jim Irvin | July 2, 2011 9:57 AM

http://blog.comcast.com/2010/05/new-...#comment-39661

Hello Mr. Irvin and thanks for your questions.

We are aware of an unfortunate Not Authorized screen appearing on certain cable boxes under certain conditions in our SA/Cisco markets. The Cisco and Comcast teams have been able to reproduce this. The teams have recently identified the issue and have prepared a solution. A channel tune away and then back usually resolves the issue. We have tested the fix in our labs and in a few field locations to verify and validate. This issue is completely resolved in the next guide software release.

We are targeted to start deployment of this solution (along with some other key fixes and enhancements) in early August. We will be starting in Connecticut and Mississippi and then rolling on a market by market schedule with multiple markets scheduled each week. As the base guide is now in place, we very much expect that all locations should have the next version of the guide (with this fix) by the end of the year.

We certainly realize that this is a significant customer issue and an inconvenience but I wanted you to know that a fix is in process.

Ted Hodgins replied to comment from Jim Irvin | July 7, 2011 10:00 AM

http://blog.comcast.com/2010/05/new-...#comment-39732

I've had issues with the new software on an RNG 200 box that they tell me is the software upgrade being buggy and that the will keep doing further upgrades to it but for now I am stuck with problems, being that set will black out the video on one channel recording so that later playing it back show will show 1 hour then playing half way through or randomly will just to end and show like 15 minutes but now be at end of the recorded content. I can make this happen anytime I want and can happen when recording 1 or 2 stations either way. All tech support keeps saying is trade box in, I can make this happen on my older SD box in the other room an 8300 neither did this prior to software upgrade but both do it now. Being totally different boxes and models you can see how this is going. I wish at&t offered their service here, when they do I will switch as this issue causes me nothing but headaches with amount of tv I record.

Kirk | July 11, 2011 10:46 AM

http://blog.comcast.com/2010/05/new-...#comment-39777

Hello Kirk, Thanks for stopping by Comcast Voices.

We are aware of an unfortunate DVR truncation issue in our SA/Cisco markets. The Cisco and Comcast teams have been able to reproduce this. The teams have recently identified the issue and have prepared a solution. We have tested the fix in our labs and in a few field locations to verify and validate. The truncated recordings situation is resolved in the next guide software release. We are targeted to start deployment of this solution (along with some other key fixes and enhancements) in early August. We will be starting in Connecticut and Mississippi and then rolling on a market by market schedule with multiple markets scheduled each week.

As the core guide is now in place, we very much expect that all locations should have the next version of the guide by the end of the year. We certainly realize that this is a significant customer issue and an inconvenience but I wanted you to know that a fix is in process.

I apologize that this issue was not uncovered and resolved earlier. It did not appear in our initial lab tests, employee or customer trials.

Ted Hodgins replied to comment from Kirk | July 11, 2011 10:53 AM

http://blog.comcast.com/2010/05/new-...#comment-39778

Do you know when the second roll out is coming to New Castle, PA?

Jonathan | July 11, 2011 5:23 PM

http://blog.comcast.com/2010/05/new-...#comment-39789

Hello Jonathan and thanks for your question.

Now that phase one of the new guide for our Scientific Atlanta/Cisco customers is almost complete (about 95%), we are now getting ready for delivering phase two of this on-screen guide.

Phase two includes iTV (interactive TV applications) including Caller ID to the TV and PC, HSN Shop by Remote, Ready Remind Record and Request for Information applications, all of which are available now in our Motorola markets.

More information on these features can be found below:

Universal Caller ID: http://www.comcast.net/callerid/

Shop-by-Remote: A convenient, new way to make HSN purchases?simply by using your remote.
http://www.comcast.net/newguide/iTV_...emote_0110.pdf

Request for Info: Know more?save more! Introducing an easy way to request valuable coupons and info from advertisers?simply by using your remote.
http://www.comcast.net/newguide/iTV%...nformation.pdf

Ready Remind and Ready Record: Now you can conveniently set program reminders or recordings directly from certain TV show and movie advertisements.
http://www.comcast.net/newguide/iTV%...d%20Record.pdf

Phase two also includes the Xfinity TV application (the ability to use your iPad to change channels). More information on this application is available here:
http://www.xfinity.com/help/internet/mobile-tv-app/


We are targeted to start deployment of these additional features (along with some other key fixes and enhancements) over the summer. We plan to start in Connecticut and Mississippi and then rolling on a market by market schedule with multiple markets scheduled each week. I don't yet have a specific date for your area of Pennsylvania.

As the base guide is now available in almost all of our SA/Cisco areas, we expect that all locations should have the next version of the guide by the end of the year.

Some key issues that are resolved and corrected in this next version of the guide include DVR truncation (DVR recordings getting cut off), the Not Authorized screen appearing on authorized channels when changing channels, and audio and pause issues with the RNG 200. Native HD resolution pass through is also included in this guide.

Phase three (targeted for early 2012) includes myDVR Manager (more information here http://www.fancast.com/mytv/dvr and additional functionality for the Xfinity TV application. With phase three, customers can set recordings, view/modify scheduled recordings, view completed recordings and modify series priority lists using the Xfinity TV app or an internet connection.

A sneak peek into phase four (currently in employee trials now) includes AnyRoom DVR http://www.comcast.com/anyroomdvr/ and an extensive new guide with a 16:9 display and rich on-screen graphics. Other features include:

- Search results that include combined On Demand and linear television results that can be filtered
- More on-screen guide listings per page and customized grid views
- 120 minute guide listing display
- The ability to go back in time in the guide listings grid
- Network and channel logos in the guide
- Poster art in On Demand
- Additional Fast Forward and Rewind speeds in On Demand (to match the DVR experience)
- Sleep and wake timers
- Current date in the guide grid
- DVR recording setting of 'This time and this channel'
- Ability to set a default power-on channel
- All DVR scheduled recordings listed in one location (not day by day)
- Additional and detailed audio and video settings.

Phase four is scheduled to be available in several SA/Cisco locations this year on our newest RNG cable boxes. More details will be posted as we get closer.

Ted Hodgins replied to comment from Jonathan | July 12, 2011 12:10 PM

http://blog.comcast.com/2010/05/new-...#comment-39800

Originally Posted by jqmn

I would really, really like to go back to the world of less; this more is killing me.

Originally Posted by jqmn

Macroblocking-- yes, I noted this before...especially CBS. Bad, really bad...on some channels only occurs on the top third of the image.

Originally Posted by hdguru

Seems like my "kind requests" to the head end engineers finally got action. 611/KHOU-CBS macroblocking has been absent for 2 days now.

As for your other issues, I'd recommend 1) Waiting for next SW update coming "soon". The HDMI issue may be with the 8300 only. Might go for an RNG-200.

Good luck!

Originally Posted by hdguru

Seems like my "kind requests" to the head end engineers finally got action. 611/KHOU-CBS macroblocking has been absent for 2 days now.

As for your other issues, I'd recommend 1) Waiting for next SW update coming "soon". The HDMI issue may be with the 8300 only. Might go for an RNG-200.

Good luck!

Originally Posted by mmatheny

Cool, I live in Dickinson - I will check when I get home.

Also, how many of you are getting macroblocking (pixelation) or Subscription Required messages? I am finding that almost any channel in the 700+mHz range macroblocks, even though the SN and levels are good. This after the tech came out and replaced every connector and my drop amp and said everything was good.