cable card – Graves On SOHO Technology

Comcast Trouble Resolved With Help From Their Tweeple

January 25, 2009
Michael Graves
Broadband, HDTV, Tivo, Video

I was incensed as a result of the past weeks trouble with the cable card swap that Comcast imposed. After considerable time spent on the phone in the afternoon I detailed the situation in a blog post early last evening. At the point when I wrote that post we had no clear path to solution, just the promise that someone would call us back.

Shortly after the blog post went live a twitter message was automatically sent to highlight that post. This caught the attention of @comcastcares, which is Frank Eliason, Director Of Digital Care at Comcast.

Frank & his staff are based in Philadelphia PA. The fact that Comcast has been using Twitter to stay on top of customer service has been known for some time. I had some cursory interaction with them during the long service outage in the aftermath of Hurricane Ike.

January 24, 2009
Michael Graves
Broadband, HDTV, Tivo, Video

Nothing makes my blood boil like dealing with Comcast. I have never encountered a company with such complete disregard for their customers.

First A little Background: Chapter 1

Until early in 2007 Houston was Time-Warner Cable market. Houston, much of Texas and parts of Missouri were run by a partnership between Comcast and Time-Warner, but it was branded with the Time-Warner name. Early in 2007 that ended with Comcast assuming Houston operations and Time-Warner taking the rest.

Now no-one loves their cable company just as no-one has warm fuzzies for an ILEC. We had no great love of Time-Warner, but since then our experience with Comcast makes us long for the good ‘ole days of Time-Warner Cable.