Comcast follow-up
We've had a lot of questions about Comcast moving some channels from analog to digital TV. We covered this in the Tuesday Q&A in the print paper, and then Bruce Voelker and other readers asked some more questions about the Comcast channel move on the blog, and finally, Liz shared some tips on how to get Comcast's attention online.
Well, I got news for you guys. It works. Bruce Voelker wrote back to share his story with us:
I sent a nasty gram to the We-Care@Comcast email address you mentioned in your post, and in under 2 hours, I got email responses from Comcast Corporate and a customer care representative for the Baltimore area, as well as a phone call from the same customer care rep. They sure didn't fool around.
So, this is what I found out:
1.) Yes, channels in B'more County are being migrated and Comcast Corporate doesn't even know about it until a day or two in advance. There apparently are only going to be a handful more channels that will be migrated soon and then that's it for the migration.
2.) When the digital switch occurs next February, Comcast customers who use a coax cable plugged into cable ready tv sets will continue to be able to watch the tv channels they currently enjoy (unless the channels have been migrated), and will continue to be able to do so until sometime in 2012.
Here's what they offered to do for me:
1.) Give me a free digital converter box for one tv set, and for $2/month more, I could add one to a second tv set in my house. I decided to stick with the one box and see how that works out for me. If I find that my other tv set needs to have the same set up, I'll either buy a box instead of renting one or I'll buy a tv w/a digital tuner installed already since I'm one of the few out there who hasn't bought a LCD or Plasma tv yet and use the free box on the other tv set.
2.) Free installation of the converter box.
3.) Free upgrade to enhanced basic cable where I get all of the channels back that I have/had, as well as, the price per month of the package remains the same as the extended basic cable package and it's won't increase significantly after 6 or 12 months.
So, since the extended package tends to go up by a dollar or two every year, this will also. The two packages apparently will always have the same price. I couldn't have been happier. I get a slight upgrade for free and I get back the channels I lost. It looks like complaining does work.
Maybe your readers in Howard County can do what I did and get the same level of service? I'm scheduled to get my upgrade on Friday, so we'll see how that goes since that is usually an adventure in itself.... Thanks for the contacts you mentioned in your blog- they really did help!
hooray. Take Bruce's advice. Let Comcast know you're confused or mad or unhappy. You'll likely hear from them. You can put your comments here and Comcast will find you or you can write to us and we'll pass your info along to Comcast, like George Peterson here, who is also really confused. How do I know that? Because he said so:
Now I am really confused. I see commercials for the switch over to digital in February 2009 and if you have cable you don't need to do anything. The other day I noticed some channels (i.e., AMC) that were included in the Basic/Expanded Service are not available anymore. All I got was blue screens and I called Comcast to find out what was going on. The person told me that in preparation for the switch over to digital some channels are being moved to digital cable. I said "wait a minute" I am paying for the channels now I can't watch them? The person told me that even though I have cable I will need a converter box. She sent me one (gratis) but said that additional converters would rent for $3.95 a month and you need a box for each television set. So now in order to get channels come February I am going to have to shell out $3.95 a month for each of the three converter boxes I will need. Who is telling the truth here? Is this another prime example of the government sticking their noses into something and having it cost the consumer more money?
Comments
We saw Mr. Peterson’s message, and wanted to take this opportunity to help provide some clarity around two different events he referenced in his posting—the upcoming federally mandated broadcast digital transition (DTV) that is scheduled for February 17, 2009, and Comcast’s own occasional channel moves, which allow us to give our digital customers more of the channels, high-definition (HD) and other advanced services they’re asking for.
DTV is a result of the requirement by the federal government that all TV broadcast stations begin broadcasting exclusively in digital format beginning Feb. 17, 2009. This transition has been planned for years, and neither Comcast nor other video providers are responsible for the change. DTV impacts those who have analog TV sets that are not connected to cable and receive a picture with the help of “rabbit ears” or a rooftop antenna. Consumers who fall into that category will need to do one of three things in order to continue receiving local broadcast signals after the Feb. 17, 2009 date:
1) Purchase a digital converter box to use with their current TVs (Government issued coupons are available by visiting www.dtv.gov)
2) Purchase a new digital TV
3) Connect their analog TVs to the service provided by their local cable company (such as Comcast)
If you are an existing cable customer, you are already covered for DTV and don’t need to do anything to continue receiving your local broadcast channels.
The other event that Mr. Peterson is referring to, which is separate from DTV, is the periodic adjustment to Comcast’s channel lineup (such as the recent movement of AMC from our analog to digital level of service). With almost 75% of our customers already using digital, moving some channels allows us to provide them with more of the networks, high-definition choices and video on demand offerings they want. Comcast works to communicate these changes to customers well in advance, and offers easy and inexpensive options to get a low-cost digital box to continue enjoying those channels as well as services like video on demand, an interactive TV guide, parental controls and more.
Though DTV and channel moves are separate “events,” the fact is that the world is going digital and the digital format allows us to offer our customers more choice and more of the products, services and features they want.
DD: Thanks Brian. We appreciate you tuning in and responding to reader questions. I wanted to mention that consumers can either buy a converter box (which you can get a coupon to alleviate some of the cost), sign up for cable, sign up for satellite or pay TV through other providers so as not to get left behind come Feb. 2009 -- the digital TV push.
Posted by: Brian Lynch, Area Vice President for Greater Baltimore, Comcast | July 22, 2008 4:03 PM
I am sorry if I am being obtuse. After reading this entire thread, I am still struggling with Comcast's explanation of the need for its subscribers to purchase or rent Comcast's proprietary digital converter. I understand that Comcast's cable transmission will continue to provide its subscribers the "old" analog channels that have not been shifted to its digital format. But if I have a new TV set with a built-in digital tuner and Comcast is introducing a "digital package," why should I need their converter, rather than simply connect my TV to the cable? There seems to be an inherent contradiction in Comcast's answers to questions that specifically address its provision of a digital signal to new TV's equipped with digital tuners. Is there a flaw in my reasoning? MB
DD: Brian, you want to take this one?
Posted by: Mary B. | July 23, 2008 12:17 AM
Good article. Some people are moving to internet TV or PC satellite TV to watch TV online. More about internet TV can be found at http://www.1-satellite-tv-facts.com as well as PC satellite TV.
DD: Thanks Lawrence, a lot of us are looking into getting all our television needs from from the Internet so this helps.
Posted by: Lawrence Davis | November 6, 2008 7:04 PM