I received my HD Enhanced Program letter in mail yesterday with the notice that one or more of my cable boxes needs to be upgraded. The letter gave clear instructions to go to channel 1995 and follow the on-screen instructions. I did this on all my cable boxes and got the same result on all of them: no instructions appeared. So I went to the website address that was supposed to answer my questions and guess what? I see the same text that's in the letter. Wow that was helpful! So I called the Comcast 24/7 phone number (1-800-XFINITY). I called 3 times in the evening. In all three cases I was informed that I had to call back during regular business hours. What kind of a 24/7 number is that? Today I called during regular business hours. During the first call, the agent did something and the connection got compromised. So I had to hang up and call again. I finally got someone to look at my account and tell me that one of my boxes needed to be replaced. The agent took care of having the self-install kit sent out. I am a retired professional and have run my own business. I look at this rollout from Comcast/Xfinity and think it is one of the most poorly thought out an executed I have ever seen. I know that this writeup will probably never be read by anyone with authority at Comcast, but here is my message: you need to hold whoever rolled this out accountable for a disaster. You send me a letter with the tone that my URGENT action is required, make me waste over 2 hours of my time following useless instructions and have to make a total of 5 phone calls to get this resolved. Whoever is responsible for sending this letter out needs to be reprimanded for it. Whatever you intended to do, the results are far from what you intended. Comcast is a big, powerful company that wants to get bigger. We should all be worried.
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