Complaint / review text:
A few weeks ago, several Jacksonville, Florida customer account executives informed me training had been conducted; indicting they were well versed on how to submit repair requests for persons in my service area, without boxes, while awaiting the digital upgrade. The training did not take.
Today, I called to verify an outstanding request existed and request a new repair be initiated. The outstanding request was valid but the new request was problematic. The account executive told me there was nothing Comcast could to, except send a technician to verify what Tuesday's technician had told me. I explained Tuesday's technician directed me to request Jacksonville engineers fix the signal they were transmitting on Channel 11 (CBS from Savannah, Georgia), as the Georgia engineering group cannot repair Jacksonville root transmissions. The executive informed me this was a network flaw, and not a Comcast issue. I informed her, Jacksonville sends me almost duplicate CBS channels, 3 (from Jacksonville) and 11 (Savannah); whose primary program difference is local news. Thus, CBS appears to be broadcasting good signals, evidenced by comparison between channels. So why are they not the same at my location? I requested Jacksonville engineers compare the channels and fix the disparity. When she again offered to send another technician and told me I really needed a cable box, for the third time, I requested a supervisor.
The supervisor submitted a request that the engineering staff check all signals being transmitted, not only channel 11. He also recommended that I obtain a cable box. I explained having a cable box would not have fixed any problem associated with my service since before March 2013 when Comcast changed their program screen requiring equipment ID number (s) be entered... To obtain repair requests. Further, I can not obtain a box from the nearest service outlet 10 miles away, (St. Mary's, Georgia) and install it myself. Either I pay $60 for a technician (outside the St. Mary's service region) to bring and install a box, or I must drive outside my county (to Waycross, Georgia), about 60 miles away to obtain a box. Worse, I cannot call any local service center... Since all calls are routed away from minor outlets to major facilities... To even discuss obtaining a box. He apologized for the inconvenience. I explained, having a serial number only makes it easier to create appointments, not affect repair times or efforts by Comcast personnel.
All Comcast has to do is issue a temporary equipment ID serial number, generic and applicable to all personnel in my area without boxes, to resolve this repair appointment issue. Otherwise, they can convert my area to digital so I can get DTA's installed and be done with the necessity for an equipment serial number.