About vjack

After yet another chat session with Comcast support, the issue was finally resolved. The solution was that they had to add a Cloud DVR rate code to my account. Someone at Comcast had evidently deleted this code without my knowledge, which was why the functions suddenly stopped working. Unfortunately, getting to the point where they added the rate code (rather than telling me they had added the code without doing so) took two lengthy phone calls, five lengthy chat sessions, and the posts you see here. Of the approximately 8 Comcast support specialists with whom I communicated, only one was able and willing to add the rate code. He did so last night, and all DVR functions were restored within approximately two hours of him doing so.   What I found most frustrating about this experience was that two different support specialists explicitly told me that they had added the rate code to my account. According to the person I chatted with last night, nobody had done so. Similarly, four of the 8 support specialists with whom I communicated went out of their way to tell me that they had recorded detailed notes about the issue I had in my account so that it would be easier for future specialists to know what was going on if their proposed solutions were ineffective. There was no evidence that any of them did so.   I understand that some support specialists are going to be better trained and more competent than others, but I find it disappointing that only 1 of 8 was able to resolve this issue and that a couple told me they had added the rate code when they did not do so. ... View more