OnDemand not working on 4/5 of my boxes for past 2 weeks- NOT HAPPY

Question

Frustrated does not even touch what I am at the moment!! For over 2 weeks, I've called at least 20x regarding the exact same issue. My OnDemand on 4 out of 5 boxes does not work (just gives error codes). The main DVR box works just fine with OnDemand, just not the ones in the other rooms. The first week of daily calling to numerous CSR's yielded zero results from sending signals to the boxes, troubleshooting, etc. I would either be told that the service was down or that they couldn't tell what the problem was. I was hung up on 4x last Wednesday, which made matters worse (yes, they answered and would then hang up). Finally. was transferred to another department (IT, maybe?) that could better help me and further troubleshoot. The lady that assisted me truly seemed eager to find the solution. She told me that it looked like my signal seemed to be weak and that she couldn't resolve the issue either, so she sent a ticket for someone to come to my house. (I still don't understand how/why my signal could over night become weak, though). She confirmed that someone was coming on Mon 6/29. Service guy comes Monday and is here for over 2 hours checking everything out. He states that everything is connected fine and he is stumped. Says it's a "weird" situation being that I do have one box where OnDemand works fine. He stated he would have to send a ticket to an engineer and contact corporate for further help on the matter and that the issue would either be resolved or we would hear back from someone within 24-48 hours. It's been 54 hours; it is still not working and no one has called. I called back this evening to check on the status and there's no notes/open tickets/etc. on my account from the guy that came on Monday and therefore I'm back at square one....again. I was told that I would have to schedule ANOTHER person to come back to my house and go back through the process. I WORK and am doing my job!!! This is costing me money and time, in numerous ways, and still isn't fixed. This is extremely unacceptable. I feel like no one is really helping and I'm just running in circles while everyone is passing the buck on what is "really wrong". I've been with Comcast for almost 15 years, pay hundreds of dollars a month on numerous services, and I'm tired.....  I have not, and will not, be paying my bill (that was due yesterday) until the matter is resolved. I tried to contact billing, per advice to the last person I spoke with today, but was unable to reach anyone. It seems the system is down. If someone is able to call me, that would be fabulous.

Answer 1

hbateman wrote:
Frustrated does not even touch what I am at the moment!! For over 2 weeks, I've called at least 20x regarding the exact same issue. My OnDemand on 4 out of 5 boxes does not work (just gives error codes). The main DVR box works just fine with OnDemand, just not the ones in the other rooms. The first week of daily calling to numerous CSR's yielded zero results from sending signals to the boxes, troubleshooting, etc. I would either be told that the service was down or that they couldn't tell what the problem was. I was hung up on 4x last Wednesday, which made matters worse (yes, they answered and would then hang up). Finally. was transferred to another department (IT, maybe?) that could better help me and further troubleshoot. The lady that assisted me truly seemed eager to find the solution. She told me that it looked like my signal seemed to be weak and that she couldn't resolve the issue either, so she sent a ticket for someone to come to my house. (I still don't understand how/why my signal could over night become weak, though). She confirmed that someone was coming on Mon 6/29. Service guy comes Monday and is here for over 2 hours checking everything out. He states that everything is connected fine and he is stumped. Says it's a "weird" situation being that I do have one box where OnDemand works fine. He stated he would have to send a ticket to an engineer and contact corporate for further help on the matter and that the issue would either be resolved or we would hear back from someone within 24-48 hours. It's been 54 hours; it is still not working and no one has called. I called back this evening to check on the status and there's no notes/open tickets/etc. on my account from the guy that came on Monday and therefore I'm back at square one....again. I was told that I would have to schedule ANOTHER person to come back to my house and go back through the process. I WORK and am doing my job!!! This is costing me money and time, in numerous ways, and still isn't fixed. This is extremely unacceptable. I feel like no one is really helping and I'm just running in circles while everyone is passing the buck on what is "really wrong". I've been with Comcast for almost 15 years, pay hundreds of dollars a month on numerous services, and I'm tired..... 
I have not, and will not, be paying my bill (that was due yesterday) until the matter is resolved. I tried to contact billing, per advice to the last person I spoke with today, but was unable to reach anyone. It seems the system is down. If someone is able to call me, that would be fabulous.
Apologies for the issue and the experience that you described above. I have asked a colleague to review your account and reach out to you so that we can get any underlying issues identified and resolved.
Thanks for your patience.