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  1. user Christopher has entered room
  2.  
  3.  
  4. Christopher>
  5.  
  6. The software on my cable box was recently "upgraded" and now I can no longer change the channel over the firewire port.
  7.  
  8.  
  9. analyst Phillip has entered room
  10.  
  11.  
  12. Phillip>
  13.  
  14. Hello Christopher_, Thank you for contacting Comcast Live Chat Support. My name is Phillip. Please give me one moment to review your information.
  15.  
  16.  
  17. Phillip>
  18.  
  19. I see here that you have a concern or problem with your cable service. I understand the trouble that this has caused you and I want you to know how sorry I am for the inconvenience. As your service representative today, I want you to know that your satisfaction is of my topmost priority and I assure you that we can resolve this issue together on this chat, Christopher.
  20.  
  21.  
  22. Christopher_>
  23.  
  24. thanks
  25.  
  26.  
  27. Phillip>
  28.  
  29. What is the brand and model of the box by the way?
  30.  
  31.  
  32. Christopher_>
  33.  
  34. It's the Cisco RNG-150
  35.  
  36.  
  37. Phillip>
  38.  
  39. Thank you for that information
  40.  
  41.  
  42. Phillip>
  43.  
  44. I see here that it is actually disabled by default, Christopher.
  45.  
  46.  
  47. Christopher_>
  48.  
  49. What is?
  50.  
  51.  
  52. Phillip>
  53.  
  54. The Firewire port that is.
  55.  
  56.  
  57. Phillip>
  58.  
  59. How were you able to change the channels over the firewire port previously by the way?
  60.  
  61.  
  62. Christopher_>
  63.  
  64. There are several open-source scripts for changing the channel on STBs with the firewire port.
  65.  
  66.  
  67. Christopher_>
  68.  
  69. Evidently, there are only a few different standards and most STBs will respond to commands from one of these scripts.
  70.  
  71.  
  72. Phillip>
  73.  
  74. I see. We really do apologize since we have limited support on open-source software, Christopher.
  75.  
  76.  
  77. Christopher_>
  78.  
  79. I know that.
  80.  
  81.  
  82. Christopher_>
  83.  
  84. But in this case, I believe it is a software issue.
  85.  
  86.  
  87. Christopher_>
  88.  
  89. Because the firewire port on my STB is enabled and functioning.
  90.  
  91.  
  92. Phillip>
  93.  
  94. Yes. There might have been an update which has blocked the open-source software.
  95.  
  96.  
  97. Christopher_>
  98.  
  99. Why do that?
  100.  
  101.  
  102. Phillip>
  103.  
  104. That actually may be from a cisco update and we have limited information on that, Christopher.
  105.  
  106.  
  107. Christopher_>
  108.  
  109. A Cisco update?
  110.  
  111.  
  112. Christopher_>
  113.  
  114. All the new menus are Comcast-branded.
  115.  
  116.  
  117. Phillip>
  118.  
  119. Yes. That is for our program guide. Our support would be for the cable channels to properly be available. All the channels are just working fine as well as the remote, correct?
  120.  
  121.  
  122. Christopher_>
  123.  
  124. Yes
  125.  
  126.  
  127. Phillip>
  128.  
  129. It's good to know that.
  130.  
  131.  
  132. Christopher_>
  133.  
  134. But my cable box used to have functionality that I relied on.
  135.  
  136.  
  137. Christopher_>
  138.  
  139. Now it doesn't.
  140.  
  141.  
  142. Christopher_>
  143.  
  144. I'd like to rectify that.
  145.  
  146.  
  147. Phillip>
  148.  
  149. I am sorry for that, Christopher. We really do have a limited support on that.
  150.  
  151.  
  152. Christopher_>
  153.  
  154. If it's a Cisco software issue, can I just get a different box?
  155.  
  156.  
  157. Christopher_>
  158.  
  159. I used to have an SA3250 that worked great.
  160.  
  161.  
  162. Phillip>
  163.  
  164. Yes. You can actually swap the box at our local office in the area.
  165.  
  166.  
  167. Christopher_>
  168.  
  169. Not according to the office.
  170.  
  171.  
  172. Christopher_>
  173.  
  174. The reason I have the Cisco box in the first place is that when I took the SA3250 in, they refused to give me another one and said the Cisco is all they have.
  175.  
  176.  
  177. Phillip>
  178.  
  179. They may only have that box available for that time. It varies from time to time and you can check with that on the local office.
  180.  
  181.  
  182. Christopher_>
  183.  
  184. I suspect that even if I get lucky and manage to get an SA box, it will have the new software on it too.
  185.  
  186.  
  187. Christopher_>
  188.  
  189. The reason I think that is because when I originally got the Cisco box, it had the same software on it that the SA box had.
  190.  
  191.  
  192. Christopher_>
  193.  
  194. So if you pushed an update to the Cisco boxes that broke firewire channel changing, I have to assume that update was pushed to the SA boxes as well.
  195.  
  196.  
  197. Phillip>
  198.  
  199. I really am sorry for that, Christopher. We really have limited control on that. The open-source that you are using may not be compatible with the current software.
  200.  
  201.  
  202. Christopher_>
  203.  
  204. It's not a matter of compatibility.
  205.  
  206.  
  207. Christopher_>
  208.  
  209. It's a matter of Comcast intentionally hindering functionality.
  210.  
  211.  
  212. Christopher_>
  213.  
  214. As you said.
  215.  
  216.  
  217. Christopher_>
  218.  
  219. I'm sure someone at Comcast knows what's in the software.
  220.  
  221.  
  222. Phillip>
  223.  
  224. Once again, we really am sorry for that since we have a limited support on the software details, Christopher.
  225.  
  226.  
  227. Christopher_>
  228.  
  229. Well then let's escalate the issue.
  230.  
  231.  
  232. Phillip>
  233.  
  234. Yes. You can actually call 1-800-9346489 for that.
  235.  
  236.  
  237. Christopher_>
  238.  
  239. Thanks. This was extremely helpful.
  240.  
  241.  
  242. Phillip>
  243.  
  244. You're welcome, Christopher. We really are sorry for the limitation. It has been my pleasure serving you today and I truly appreciate your understanding and cooperation. Do you have other concerns for me today? I will be glad to assist you further.
  245.  
  246.  
  247. Christopher_>
  248.  
  249. Let me leave you with this.
  250.  
  251.  
  252. Christopher_>
  253.  
  254. Cable (and the entire traditional television format) is competing against new forms of content creation and distribution.
  255.  
  256.  
  257. Christopher_>
  258.  
  259. More and more people are looking for ways to "unplug cable."
  260.  
  261.  
  262. Christopher_>
  263.  
  264. Doing things to "block" functionality for paying customers is a good way to increase the number of people who want to "unplug" you.
  265.  
  266.  
  267. Christopher_>
  268.  
  269. See now I have to think of other ways to get the content I want on my system, the way I want it.
  270.  
  271.  
  272. Christopher_>
  273.  
  274. Without firewire channel changing, Comcast is no longer part of that picture.
  275.  
  276.  
  277. Christopher_>
  278.  
  279. That's bad for you.
  280.  
  281.  
  282. Christopher_>
  283.  
  284. I can still get what I want, but now I have no reason to keep sending you a check every month,
  285.  
  286.  
  287. Phillip>
  288.  
  289. We really are sorry for the limitation, Christopher.
  290.  
  291.  
  292. Christopher_>
  293.  
  294. I know, I can feel it.
  295.  
  296.  
  297. Phillip>
  298.  
  299. Any other questions that I can help you out with, Christopher?
  300.  
  301.  
  302. Christopher_>
  303.  
  304. No thanks.
  305.  
  306.  
  307. Phillip>
  308.  
  309. Take care and I wish you all the best, Christopher. I really am sorry for the limitation.
  310.  
  311.  
  312. Phillip>
  313.  
  314. Analyst has closed chat and left the room
  315.  
  316.  
  317. analyst Phillip has left room
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