I seriously dislike the cable company right now

[DevilBoy]

I really do.
So, GF is finally done with school and has a new job already. Great.
I decide to splurge and upgrade my cable channels.
When I started my account with them, I only had the "Limited Basic" package... essentially only the local channels and minor networks. In all it was only about 13 channels. This gave me some solace from the idiot's lantern while not breaking my bank account. Now that I can loosen the purse strings a bit, I can finally have my History Channel, Sci-Fi, Discovery, TLC...etc again.
Friday, I go online to upgrade to the "Standard Cable" package which would add about 50 new channels or so.
During the process I am connected to a Live Chat agent to finalize the order.
He starts telling me that someone will be out to install my cable and that I need to be there to sign something...etc... this is where I stop him. I told him that the cable is already installed and this is just a channel upgrade. I ask him if an onsite technician is really necessary. I need to know because I will have to make sure I am home from work or I will have to schedule this on a weekend. He then tells me that it isn't necessary and that he can do the upgrade from where he is at.
The new channels should be available within the next 24 hours, he says.
Great.
The rest of Friday passes with no channels, but that's okay. After all, he did say it could take up to 24 hours.
Saturday comes and goes... no new channels.
Sunday comes and goes... still no new channels.
Monday I get home from work and still... no new channels.
I have scanned and rescanned my TV for new channels to no avail.
I get back online and connect with another Live Chat agent.
She explains that my account does show as being a "Standard Cable" customer.
I tell her that I still don't have the channels. She proceeds to list all of the channels I should be getting. I know what channels I should be getting, but I simply am not. Again, she lists the channels. Again, I tell her that I am well aware of what I should be receiving, but that I am not.
Repeat this exchange 3 more times.
Finally, she offers to schedule a technician to come to my house and check my connection. I tell her that there is no problem with the installation or connection. I am receiving all of the "Limited Basic" channels and my internet service just fine. I ask if a technician is really necessary and ask what he would need to do if he was.
She tells me that he will come and install the cable and internet for me.
Again, I tell her that it is already installed. I just need to know what is up with the extra channels I ordered. She cannot tell me anything, so I thank her for her time and end the chat.

Now, I call the Customer Service line. I speak to a very friendly agent who explains that while I need not be present, a technician does need to come out and unlock the channels at the pole. Unlock... NOT install. She verifies that nothing needs to be installed, backing up my initial thoughts. I tell her that the agent I chatted with on Friday said he could do it from where he was, which is why I was a bit frustrated. She agrees and apologizes for him (though she didn't have to, she did nothing wrong). She sets up the first available slot for someone to come and unlock the channels at the pole. The guy is supposed to come and do this on Wednesday, Oct. 22... in other words, today.

It is now 9:00 PM and I still have no upgraded channels.
I call the line again, just to make sure that someone was scheduled to come out this afternoon. The automated response tells me the news. Yes, someone is supposed to come today... 10/22/08... between the hours of 12:00 AM and 11:59 PM...
an entire 24 hour window!!!

I know we have all heard the tales of the dreaded "4 hour window"... but an entire day? And does it really need to take until the final 3 hours of the day and still have nothing done yet?

Okay, I'm done venting.
If there aren't any new channels tomorrow, D.B. will really be fucking pissed.

[blas]

I feel for you. I hate my cable company with the fire of 1,000 suns.

My cable TV is included in my rent, so I've always had channels 2-70something, but I needed internet when I first moved in. I had already spoken to a rep before I moved, and he said "Take your modem and all of your stuff with you, give us a call when you're ready, and the rep will set you up over the phone."

I called the day I moved as soon as I was unpacked. I got a lady insisting I needed a tech to install, etc etc, and would not budge. I was NOT going to shell out $70-$100 for a tech to come out the next day or a few days later when I was already told that it could be done over the phone.

We went back and forth for a while, until I said "Lady, I was told this can be done over the phone. Everything of mine is plugged in. Now turn it on, or I will ask for a supervisor."

She hemmed and hawed, mumbled something about "See if I can do this or not" and like magic....WOW! The modem worked and I was online!

And every time my cable internet has gone out because of a problem on their end, they INSIST I need a tech to come out and look at the cable lines around here or give me a new modem. No...there is no way I need a new modem or a tech every month or two when the cable goes out. Reset my modem and I will get off your back.

To add insult to injury, every time you call for tech support, they try to upgrade you, and they will NOT stop bugging you until you've said no at least 3 times. You almost have to lose your temper and say "Fix my damn internet, I do NOT want a free month of 10meg when I KNOW after that my bill will be doubled. It's NOT free, so stop it, k?"

[Pedersen]

Hey, DevilBoy, thought for you: Some televisions have the capability of distinguishing between the standard 13 channel frequences (vhf/uhf) and full on cable, and they do it via a setting in the tv (found out on our own tv through hard experimentation).

Double check your tv is configured to use cable frequencies, not just the vhf/uhf split. On ours, it was the difference between "TV" and "CATV" in one of the settings.

Nothing at all to do with the physical connections, and everything to do with how the tv is setup.

[DevilBoy]

Hey, DevilBoy, thought for you: Some televisions have the capability of distinguishing between the standard 13 channel frequences (vhf/uhf) and full on cable, and they do it via a setting in the tv (found out on our own tv through hard experimentation).

Double check your tv is configured to use cable frequencies, not just the vhf/uhf split. On ours, it was the difference between "TV" and "CATV" in one of the settings.

Nothing at all to do with the physical connections, and everything to do with how the tv is setup.

Oh, I know about that and it is set correctly.
It had to be set that way in order to receive the channels I currently have.

Like I suspected and was told by the phone agent, there is nothing I have to do on my end. I may have to rescan for new channels, but other than that I needn't do anything.

It's now 9:30 PM and still nothing. 2.5 hours left in their window.
Normally, I would be going to bed in about an hour, but my ass is staying up until the bitter end.
If the clock strikes 12 and I still have nothing, I will forgo sleep and call them back tonight and stay on the phone until it is resolved.

[It's me]

If you are on digital... there is nothing to be done on site. If you are on analog, a tech needs to come to your place a remove one or more filters. The filters are usually in a box on the outside of the building, where the cable comes in or somtimes in a secured area inside the building if it is an apartment building.

[DevilBoy]

So, admittedly I was impatient and couldn't wait until midnight. I just got off the phone with them.
Apparently, the tech decided to reschedule the appointment without calling me.
It's been rescheduled and now it is supposed to happen sometime between 12:00 AM and 11:59 PM on 10/23/08... tomorrow.

What.

The.

Fuck.

Forgive me if I lack faith in this actually happening.

The agent I just spoke to sounded genuinely shocked and surprised that I was not called or notified before a reschedule occurred. There was no reason given for the reschedule... it was simply noted that the tech decided to change the day without any information as to why.
The phone agent tried to assure me that sometimes they get busy (..and honestly, I'm sure they do from time to time) and can't complete everything on their plate that day. Fine. I will admit I have a little trouble accepting this, since everyone I have been in contact with for the past six days has assured me it is an extremely quick procedure and would take only a few minutes to complete. Still, I can accept that they may run out of time in one day to complete this.
Problem is, they have had more than one day... they have had six.
Six. Fucking. Days. Six fucking days to wait for someone to complete a simple, routine task that should take practically no time at all to finish. Now call me crazy, but a 24 hour window would seem like plenty of time to complete such a task. Six fucking days should be more than enough time.
The phone agent further explained that sometimes they just "run out of daylight" and can't do the job.
Now why in the name of FUCK would you even think to schedule something that requires the light of day to happen during a time window in which half of that time takes place without the aid of sunlight? And why would you wait until well after sundown to finally put a note in that you are rescheduling? And why in the fuck can't it get done within 6 fucking days? How much fucking daylight do they need for this??

[prb]

Every cable company is like that unfortunately

[Crazeyal]

Even large companies, get more business than their in-house staff can handle. Then they go with the subs. I've never met a cable subcontractor that didn't immediately make me want to lock my doors and check my wallet. There MIGHT be hard working and honest ones out there, but I haven't met one.

The cable companies pay by the job, and pay BADLY. The only reason the subs take the work, is because it's steady. What probably happened is that someone got an EW and demanded the installer do something wild and wacky (like competently install a wire INSIDE of a wall, or NOT across the topside of a staircase...) and things got tight.

Now, a professional would call the supervisor, who would then tell the dispatcher to authorize overtime. AFAIK there ARE no professionals, just subs and lack-wits. Seriously.. I had to threaten a lawsuit to get Time Warner to remove a LOOSE PIECE of coax from my front step. The moron who installed it figured throwing a handful of dirt on either side would prevent people from tripping on it. So you got bumped, no-one called you because the so-called management wasn't aware of the problem. The poor operators get so much outright hate, calling and complaining will do no good. You can go to a manager, but you'll either get excuses or .. excuses PLUS an insincere apology.

Good luck

BTW.. I *DON'T have cable anymore.

[thehippie777]

Alls I have to say is Qwest was a pain for me. When you needed something to change, they had to try & sell you more. Even if you had something changed, the change for some odd reason wouldn't take place & would have to call back & change hadn't even been made...etc...etc. You name it, it was done wrong.

Now, we have a small company here called Bresnan Communications. They are awesome. No hassle. Usually pretty quick when there is an issue. Great tech support and great customer service. A++++ I don't even care if they are considered pricey because they are so easy to deal with, comparitively!

[eltf177]

I had Adelphia (before they were bought out by Comcast) and hated them with a passion.

My cable went out on a Friday and they told me they couldn't get a tech out until Tuesday. I wasn't thrilled but figured it wouldn't kill me. Tech was scheduled for between 4 and 6pm. I got home at 4:15pm to find tech had already come and gone! I called and made it clear, 'either tech comes back _today_ or I cancel.' Couldn't get the tech back and I cancelled, absolutely _no_ attempt was made to retain me as a customer.

They tried to bill me for the 4 days the cable was out, I told them not a chance and they revised the bill. I told them if they wanted their equipment back they had to come and get it; they didn't and it's still in a box years later collecting dust (really need to throw it out as Comcast doesn't know or care about it).

I really don't miss it, I use the money I save to buy DVD's including the shows I miss on cable.

Just my 2 cents...

[Estil]

I really don't miss it, I use the money I save to buy DVD's including the shows I miss on cable.

Just my 2 cents...

We used to do the same ourselves, with the help of NetFlix. We do have our cable back now so we can watch Fox News and its election coverage as well as my wife's QVC. So you're definetly not alone in your strategy.

[AccountingDrone]

=( sorry you have a sucky cable company ... We have Charter Communications, and they have always given me outstanding service. I just had my cable modem start sparking and smoking at 1215 this afternoon, I called and about 40 minutes later the guy dropped a new one off on his way to another call in the area. I was all set to tell my boss to just use one of my PTO days and to expect me into the office tomorrow until we could get the modem replaced.

[prb]

Even large companies, get more business than their in-house staff can handle. Then they go with the subs. I've never met a cable subcontractor that didn't immediately make me want to lock my doors and check my wallet. There MIGHT be hard working and honest ones out there, but I haven't met one.

The cable companies pay by the job, and pay BADLY. The only reason the subs take the work, is because it's steady. What probably happened is that someone got an EW and demanded the installer do something wild and wacky (like competently install a wire INSIDE of a wall, or NOT across the topside of a staircase...) and things got tight.

Now, a professional would call the supervisor, who would then tell the dispatcher to authorize overtime. AFAIK there ARE no professionals, just subs and lack-wits. Seriously.. I had to threaten a lawsuit to get Time Warner to remove a LOOSE PIECE of coax from my front step. The moron who installed it figured throwing a handful of dirt on either side would prevent people from tripping on it. So you got bumped, no-one called you because the so-called management wasn't aware of the problem. The poor operators get so much outright hate, calling and complaining will do no good. You can go to a manager, but you'll either get excuses or .. excuses PLUS an insincere apology.

Good luck

BTW.. I *DON'T have cable anymore.

Damn, maybe Rogers isn't that bad then. Rogers techs are awful. Their subs are wonderful though.

Examples:
Rogers tech - one hour early, no one home, leaves, doesnt leave a note or phone
Sub - Phones at 10:30 to say that they'll be there at 11:15, time window is 11:00 to 2:00. Phones again at 11 to confirm that he is on the way.
Rogers tech - Cut across driveway to run wire underground only 2 inches down
Sub - Dig down three feet, run a conduit across driveway underground, run wire through it
Rogers - I only have this modem left, it'll have to do (was used :O), your rental fee is $3/month
Sub - Why the hell did they give you this modem, it was discontinued two years ago because it keeps losing the connection, here's an SB5101, and I'll waive your rental fee.
Rogers - drill hole in side of house, run cable, don't seal it with caulking. Tie said cable to trees to keep it in place (temporary cable).
Sub - Spends two hours installing cable at 50 year old house, installing permanent above-ground wire with service head, offers to run wire though wall if I want (I declined, on my advice he just ran it across the floor joists in the basement stapling it every foot and then through the gap between the floor and the heat register. Seals all holes in the brick with exterior caulking, my choice of white or clear (white brick, so I took white) - I declined running the wire through the wall because I'm doing structured wiring in this house, so I want my wires, installed where I want. Although he left an extra few feet, I might be able to use his wire for part of it.

[BethB]

I worked for a bit as a rep for a cable company and we were told to upsell every call. I hated it because while some were just trying to scam out of paying their bill claiming they paid blah blah blah and get free cable some I felt bad for because they could barely pay their bill and we had to try to sell them more channels. My philosophy...if they wanted more channels, the customer would tell us. I got docked on it all the time and denied their guaranteed raise(at 90 days) due to it. Our cable company here has never once asked us to add more services when we didn't have the ultimate 5 billion channels we have now. I like them. They make me smile.

[Anakah]

I live in a REALLY small town where we have ONE cable/internet company. We have a certain limit on how much we can download in a month and if we go over that they put a cap on our internet thus making the connection suck ass and the internet basically useless.

They did this to us for a year and didn't tell us. We were pissed because we liked to play WOW and suddenly one day it just stopped working... And it took a freaking YEAR for them to tell us what they did after we repeatedly asked what was up. We paid money for something that didn't work. We were furious. They sent out a cable tech and everything. The jerk did nothing but check out all the "awesome" games and systems my boyfriend had.