Law Technology

Comcast Continues to Confuse Me

By Bryan Sims

I recently wrote about how we had switched our home phone to Comcast Digital Voice, we didn’t like the service and we were switching back to Vonage. Switching back is a fairly simple process, we simply contact Vonage and have them start the process to port the number back to Vonage.

While this is going on, we are getting inundated with communications from Comcast telling us that we have to have a digital converter box for every television in our house or we will be unable to watch certain channels. Despite the number of communications, I have yet to find anything that actually explains what change Comcast is making and why it requires me to have digital converter boxes. It’s not a huge deal because they will provide them to me at no additional charge. (I will note that, once I hook up the converter box, my HD TV will no longer be able to pull the HD feeds from the local stations that it currently pulls off the cable connection. Make of that what you will).

Anyway, I call Comcast and order the additional converter boxes that I need. A few days later I receive a call from Comcast. The caller tells me that because I have placed an order to port my telephone number to a different service, they cannot place an order on my account to deliver the additional cable equipment to me. Instead, once my number is ported, I should call back and order the equipment again. WTF?

Unfortunately, I missed the call, so all I have is a message. Thus, I could not ask the person to explain this. Does anyone have any conceivable explanation for how this can be? It makes absolutely no sense to me at all.

My number was ported on Monday. I called that afternoon and ordered the equipment again. However, I am still confused.

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1. Vonage v. Comcast Voice: There is No Contest
2. Customer Disservice: AT&T
3. ConXPoint: The Future is Here

Full post as published by The Connected Lawyer on September 18, 2009 (boomark / email).