They gave me a 72 hours window too, and that was last week some time. Ive been on online chat, on hold with tech after tech, with promises to get it working...i cant even get ANY permium channels. I have Triple Play too. Ive done all the fixes, and still sitting here with my ticket ....waiting. Im in West Michigan.
I wish i could download version 1.51 of Comcast Access to try it. I have version 1.48 here.
Looks like I'm not the only one. How funny they are actually sending a tech out to fix it. How Ironic the kids on the customer service line had no clue but, I could hear abunch of them talking, loudly joking and a girl laughing.He then told me i was having issues with my Internet speed now i have to wait for a tech. So i can watch my HBO fancast shows? The 1st person i talked too actually set the phone down instead of hanging up with me. I only knew because i was waiting to do the customer care survey at the end of the call. Pretty smart if you ask me because I had to tell him were to find the link for the comcast access program to download. He wasn't going to get a good review.
Anyone ever have to wait 10 mins to talk to a representative??????? That might be the reason why.
Horrible waste of my time an poor example of customer care.
for the record 1 online chat: they said someone would contact me no one did.
2 calls to customer care 1st call the above
2nd call got a guy who told me, you have tech comeing out he can fix it.
Problem not solved
No wonder it cost me 150 bucks a month for Internet an cable TV Comcast has to pay 4 people to fix 1 problem.
Wonder what the tech will do?
will he tell me to call customer care?
Message Edited by TheRunAround on 02-08-2010 08:14 PM
I have had the same issues for about a week now. Everything ran great since day one in the past, but all of a sudden the same thing has been happening with me – I am a subscriber to HBO, but I get the yellow key of death. I have cleaned all the cookies and everything on my end. I have uninstalled everything, and cleaned the directories as per the instructions on this forum. I have also installed the v1.55 that you have provided. After doing all of this, the same problem comes up. I have talked to a few reps via the online help chat. The one person I talked to was Rose from the fancast department, and she assured me this would not happen again, once she resets something on her end, it will be a permanent fix this time. She told me the other reps only did a temporary fix, but hers will fix it for good. Well, that is not the case, her fix only lasted for a day again, and I am back in the same boat. Yesterday, I went back on the chat, and asked for another fancast rep. His name is Anthony, and said pretty much the same thing as Rose. Once again his fix worked for a day, but today, once again I have the yellow key of death for HBO. Here is the last thing Anthony said to me on chat before exiting:
Anthony(Mon Feb 15 15:35:57 EST 2010)>
Ok John I did get the reset put in for you, it should take no more than 10 minutes to reset. You may need to log out and re-log back in. I also put a ticket in for this to be fixed for good for you as well, that ticket number is CR196061104
I have a feeling that the Comcast access software has nothing to do with the issue, because for one, the software will not start until the yellow key of death is not there, and you are able to hit play. Two, whether it is the version of access software provided on the Comcast site directly, or the v1.55 that you provide, they will always work, once somebody on the Comcast end resets something on their end for the day. So, this is obviously something very messed up on their end, when it comes to recognizing who the true paying customers are for these movie channels, and who are not. It appears that either they truly do not have a clue as to what is going on, and just giving quick fixes in hopes that a solution comes to an end. What they really need to do is take down the parts of the fancast which are giving issues to people, until they truly fix the problems once and for all. I am sick of this garbage, and it needs to be fixed, or taken down until it is fixed.
That is my story on this crazy mess, for whatever it is worth.
Message Edited by Trainmoverjax on 02-16-2010 05:21 AM
we are still in beta of this product as such this issues do happen, for most customer it is working. we are trying to correct the issue that is happening on the backend here as quickly as possible. i will contact fancast leadership and our engineers here to see what we can to correct your account.
George Lunski "Retired" Comcast Help Forums Administrator
Sorry, I was not on the computer the sametime you where yesterday. The strange thing was, lastnight I was able to view HBO shows via fancast, but when I tried this morning to see if it would still work or not. Well, guess what? It did not - I got the famous yellow key of death as usual. Oh well, I guess until they are able to fix it for good on their end, I will just go on chat, and have them pass me for the day by resetting me, like they have before.
I did as you instructed, but no joy. I wrote Comcast and told them everything i had tried, and they say that its being looked into at their end, and nothing to do but wait. Thank you for your help though.
It is not working. Tried twice. Mac OS Snow leopard. I live in Ann Arbor, MI, we don't have live chat with Comcast. I have called support, but Comcast guys does not seem to have a clue what is going on. I am subscribing Starz, but do not have access via fancast. Subscription required. Oh, boy..
I have had this problem with all of my movie channels and now just the movie channel. I had technicians come out, peeps on the phone and they just scratched their heads. I ended up unplugging all the boxes in the house and then wait about an hour after I plug them back in and that usually takes care of it. But you have to do all of the boxes.
I had the same problem. The technician told me that you have to login to www.fancast.com and login. it is the same as xfinity. You should have no problem accesing the premium channels if you have all the premium channels