US Cable Support > Comcast Cable TV > Please help I need information.

Please help I need information.

This is what transpired between I, on Miss. Nimbly's behalf, and Comcast.

quote:

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Joyce > I no longer get WNBC/WABC in HD. Two technicians came out and had no answer. I used to get them. What is the problem?
Jerico.27860 > Hello Joyce_, Thank you for contacting Comcast Live Chat Support. My name is Jerico.27860. Please give me one moment to review your information.
Jerico.27860 > I am more than willing to help you this concern.
Joyce_ > Good I need answers.
Jerico.27860 > Hi, Ms. Nimbly.
Joyce_ > Help please.
Jerico.27860 > I do understand that this is regarding Hd channel, is that correct?
Joyce_ > Correct, I used to get them.
Jerico.27860 > Thank you for clarification, Ms. Nimbly.
Jerico.27860 > Let me check your account first.
Jerico.27860 > For security purposes may I know the last four digit of your Social Security Number, please?
Joyce_ > OK
Joyce_ > One moment.
Jerico.27860 > Sure, no problem.
Joyce_ > xxx
Jerico.27860 > Thank you very much.
Jerico.27860 > Please give me a minute or two to pull up your account.
Joyce_ > OK
Jerico.27860 > Ms. Nimbly, how long have you not able to access these channels?
Joyce_ > About two months.
Joyce_ > Two technicians were out last week and could not resolve the problem.
Jerico.27860 > I certainly understand how you feel and I do apologize for the inconvenience.
Joyce_ > I would rather the problem be fixed.
Jerico.27860 > Please give me a moment to check on the channel line up of your cable package.
Joyce_ > These are broadcast local channels WNBC and WABC New York.
Joyce_ > The FCC mandates you provide them in HD.
Jerico.27860 > Ms. Nimbly, can you please check channel 231 and 232. May I know what is the message that appears on the TV screen?
Joyce_ > Hold please.
Jerico.27860 > Do you have a cable box connected on the TV?
Joyce_ > No I don't need a cable box, I have a the proper tuners in the TV.
Jerico.27860 > I see, can you access channel 231 and 232?
Joyce_ > Hold please.
Jerico.27860 > Sure.
Jerico.27860 > Thank you.
Jerico.27860 > Ms. Nimbly, where you able to access the channels?
Joyce_ > No
Jerico.27860 > Thank you for the information.
Joyce_ > The higest channel I have is 177-792
Jerico.27860 > Ms. Nimbly, in order to receive those channels you will need to have a HD box even though you are using a HD TV or tuner.
Jerico.27860 > The fee will cost $6.00 additional on the monthly rate.
Jerico.27860 > This can be requested and have the equipment be pick up in the nearest local office within your area.
Joyce_ > No I don't the FCC mandates you deliver local channels in HD>
Jerico.27860 > So you will be able to save the installation and delivery fee.
Jerico.27860 > Ms. Nimbly, I do understand your concern. Hd channels is available in Comcast however, necessary equipments is a must.
Joyce_ > I have the proper tuner in the set. The TV is only a few months old.
Jerico.27860 > Yes, I understand. Ms. Nimbly, even though you have the proper tuner you will still need to have the equipment to view these channels.
Jerico.27860 > If you want, you can also verify this in our local office.
Joyce_ > OK this conversation will be forwarded to the FCC.
Jerico.27860 > Here is our local office details:
Jerico.27860 > Center Name: West Orange
Address: 257 Prospect Ave
West Orange NJ 07052
Phone Number: 732-602-7400
Hours: Mon-Fri 9am-6pm, Thurs 9am-7pm, Sat 9am-5pm
Jerico.27860 > Ms. Nimbly, is there anything else that I can help you with?
Joyce_ > I have been to your office twice and was given the run around.
Joyce_ > This will have to be handled by the FCC.
Jerico.27860 > To receive HDTV feeds provided by the Company, HDTV capable television set, HDTV equipment and a digital converter are required.
Jerico.27860 > You may visit this link »www.comcast.com/Customers/Clu/Ch···lpos=Nav
Joyce_ > I have an HDTV and a QUAM tuner.
Jerico.27860 > It is stated in the channel line up in our website.
Joyce_ > I am only asking for local HD not cable HD.
Jerico.27860 > Ms. Nimbly, I understand how important this channels for you and I do apologize for the inconvenience.
Jerico.27860 > Local HD will still needs an equipment in order to receive it.
Joyce_ > Not according to the FCC.
Joyce_ > Comcast is no stranger to conflict with the FCC.
Jerico.27860 > Ms. Nimbly, you may click this link and our local office will have the feedback be reviewed regarding your concern »www.comcast.com/corporate/custom···ack.html
Jerico.27860 > I will also take the necessary notes on the account regarding your concern.
Joyce_ > Very well, you have done all you can do. This will have to be addressed by those that are breaking the law.
Jerico.27860 > Thank you for your time and patience regarding this matter.
Jerico.27860 > Thank you for contacting Comcast!
Jerico.27860 > If you need assistance in the future, please do not hesitate to contact us through Live Chat or E-Mail (available 24 hours a day, 7 days a week). Comcast also offers excellent FAQ and Help forums located at www.comcast.net to help you reach a resolution independently.
Jerico.27860 > Thank you for your time and take care
Jerico.27860 > Goodbye.
Jerico.27860 > Analyst has closed chat and left the room

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reply to batterup
They are only required to carry the standard definition channel unencrypted. Theres no law that requires they do.

reply to batterup
Also, just to double check, have you re-scanned your channels? It is possible they have moved those two channels to a different frequency. It's certainly worth a shot. There is nothing in any FCC regs that says they can't change the frequency whenever they want.

As for having to provide local HD in clear QAM, most providers do, but since the FCC regs are written as clear as mud either side can argue whether they should or not. I would try rescanning and then take it from there.

reply to batterup
I have filed an FCC complaint and will file a BPU complaint today. I was hoping I did not have to go nuclear but with Comcast nothing is easy.

I had two technicians at the location and they could not fix or explain the problem. I will get an answer.

reply to mbernste

Batterup, I see you didn't respond to my questions, have you rescanned for QAM channels? Since you didn't specifically say you did I just want to make sure you're not going through a whole bunch of effort when there may be something simple preventing you from getting these channels.

reply to batterup
I don't have a link, but Cox in Omaha Nebraska lost the the HD versions of CBS and ABC since they wanted paid for the HD signal and the FCC couldn't help.

We now have them both back.

reply to reelbigfish

reply to ajwees41

reply to batterup
I live on the same system as you. Here is where the channels are available:
104.1 13 WNET-HD
104.2 11 WPIX-HD
104.3 9 WWOR-HD
104.4 2 WCBS-HD
104.5 7 WABC-HD
104.6 4 WNBC-HD
104.7 5 WNYW-HD

I was using a Sharp Aquos with a QAM tuner. None of these channels are encrypted. For some reason, scanning did not pick up the digital channels where it did in the past. If I manually tune them in, they are there.

reply to batterup
Comcast will fight to the death before they admit that you can get local HD channels w/o their equipment. That conversation log is rediculous.

reply to batterup
they don't force people to rent converters. They reason the ABC and CBS affliates where pulled because they wanted cox to pay for a free signal. I would suggest you ask your friends if they have comcast if they can view the HD.

it sounds like you are not using cable cards. Is your area using SDV?

Maybe you should ask comcast for a qam channel number for those two since you can't find them.

That comcast rep's call log fails my Turing test. I'm pretty sure she was a robot.

reply to celeritypc
That's wrong. Those are the SD channels for the locals.

The HD channels are scattered. ABC and NBC are on EIA ch 32.

That's correct

Except on my TV they map to the right locations...4-1, 7-1, etc. So even if I tune to 32.1 it goes to 4-1.