Chatting with Comcast

Several days ago, reports began to come in that some people were finding Amherst Media channels unwatchable. And not just because it was another interminable Select Board meeting, but because the transmission was garbled. You can see the picture, but there are tiling and other digital artifacts and the sound has stops and skips. The signal leaving Amherst Media is fine: it is happening somewhere between Amherst Media and the TV -- that is, inside Comcast.

I tried calling Comcast on the phone. A robot walked me through a series of steps: rebooting the cable box and then sending a message to "enhance the signal" which "might take an hour". This had no effect.

Today, I did an online chat with, what was reported to be a human being named Tina who said things like this:

Tina > Sorry to know you're facing issue with the channels.
Tina > Let me quickly try and get you to the path of resolution.

I was asked a series of robotic questions and then to provide the serial number. Eventually "she" said:

Tina > I'll try to enhance signals to the box which may disrupt the connection of other devices.
[...]
Tina > Since we've restored the device now it would take upto 30minutes to 1hour for the box to get updated.
Tina > And to get this fixed.

Eventually I just asked the question. Note that our Comcast bill is still in Lucy's name, so I was pretending to be Lucy.

LUCY_ > There is a rumor that this is the result of Comcast changing from MPEG 2 to MPEG 4 and that older boxes need to be replaced. Should I take my old box to the Comcast office to be replaced?

She did not comment on the cause, but admitted we could try swapping the box. As if it was probably unrelated to the problem. Then, however, the conversation takes a different turn.

Tina > However while I was going through your account I came across an awesome saving package.
Tina > Where you can get the box upgraded and also extra channels with HD service and Internet Blast speed
Tina > Currently you're paying approximately $XXX for the internet and Tv service.
Tina > However I can give you the new package for $XXX for 12 months

Wow. Just wow. Your service doesn't work, so this is a *great* time to upsell someone. Not to be outdone, I asked another question.

LUCY_ > Does it include HD for my local cable access channels?
Tina > Yes there would be HD for local channels.
LUCY_ > Given that we just re-negotiated the cable franchise agreement and the Comcast representatives stonewalled the town on allowing HD broadcast of the cable access channels, I think your statement unlikely.

She continued to badger me again and again with various offers until I eventually put an end to the chat session.

LUCY_ > Trying to upsell me when the service isn't working, is not an effective strategy.
LUCY_ > Thanks for your time or computational cycles.

So, there you go. It's just about exactly what I have come to expect from Comcast. Supremely bad service from poor, ignorant customer service flacks. I feel sorry for "Tina", assuming she's a human being. It must be awful to work for a company like that.