@Comcastcares - Online Chat Help is a Joke
[UPDATE - See what I did at the bottom of the post]
user Gavin_ has entered room
Gavin>
I want to activate the myDVR feature that was touted to me: however I only get this message when I try to activate (on several occasions) "Sorry, due to high traffic volumes, we're unable to activate MyDVR Manager at this time."
analyst Sarah has entered room
Sarah>
Hello Gavin_, Thank you for contacting Comcast Live Chat Support. My name is Sarah. Please give me one moment to review your information.
Sarah>
Good day! How are you doing?
Gavin_>
Great. Is this myDVR service not functional?
Sarah>
I am very glad to hear that you are doing great today.
Sarah>
Let me check on that for you,.
Sarah>
Gavin, are you trying to login to your MyDVR account?
Gavin_>
I am trying to ACTIVATE this service at this address: http://www.comcast.net/mydvr/
Gavin_>
i am currently logged into comcast.net
Sarah>
Did you sign in from this page using your Comcast.net Primary email account username and password?
Sarah>
How is it going so far?
Gavin_>
Yes I am signed in to comcast.net already
Gavin_>
as I already stated
Sarah>
Alright.
Sarah>
What I meant is that in the link you pasted above there is this button stating Sign IN now, did you sign in from there?
Gavin_>
yes
Gavin_>
and on my page, it indicates that I am signed in
Sarah>
Alright. Thank you for that.
Gavin_>
should I be speaking with another comcast helpline source? are you familiar with this service I am referencing?
Sarah>
I suggest you contact our Cable Department for this, Gavin. You have actually reached Comcast High Speed Internet Support Group.
Sarah>
Gavin, should you want me to transfer you to our Cable Department for this?
Gavin_>
please
Gavin_>
i chose internet because this is an internet-based service
Sarah>
Alright. One moment please.
Gavin_>
please refer me to the service group responsible for the comcast MyDVR service. Thank you.
analyst Jon.35478 has entered room
Sarah>
Please wait, while the problem is escalated to another analyst
Jon.35478>
Good day! We appreciate your patience in reaching us! I am here to provide you with the best customer service.
analyst Sarah has left room
Jon.35478>
Hello, Gavin!
Gavin_>
Hi there
Jon.35478>
I understand you are unable to view channels on your TV that is connected to your DVR, correct?
Gavin_>
Nope, that's not correct
Jon.35478>
I see.
Jon.35478>
I can certainly help you find answers for your inquiries today! To better assist you, could you please tell me more about your concern?
Gavin_>
i am not able to activate the MyDVR Manager service
Gavin_>
Gavin_>
I am logged into comcast.net
Gavin_>
but when I click activate, I am given this error message: Sorry, due to high traffic volumes, we're unable to activate MyDVR Manager at this time
Gavin_>
are you familiar with this MyDVR Manager service?
Jon.35478>
Just to confirm, you are unable to activate your DVR manager online because you are getting an error message when you try to do so, correct?
Gavin_>
that is correct
Jon.35478>
I understand how frustrating it can be when you are having troubles managing your DVR online.
Jon.35478>
Thank you for patiently waiting.
Gavin_>
Patience is a virtue.
Jon.35478>
I understand that your concern is about setting your DVR through your high-speed internet service. I would love to assist you unfortunately, as representatives for cable TV, we are not trained to configure your DVR through comcast.net .
Gavin_>
Who is, then? I only ask because the internet contact, Sarah, was also unable to help and referred me to you at Cable.
Jon.35478>
Would you allow me to transfer this chat to my partner from the High-Speed Internet Department?
Jon.35478>
He can certainly get this issue resolved.
Gavin_>
If you think that will help, I'm game.
Jon.35478>
Alright. No worries.
Jon.35478>
Would there be anything else I can help you with before I get you over to the appropriate department? I would love to answer any cable TV or billing questions you may still have.
Gavin_>
No other questions regarding cable. I appreciate your thoughtfulness.
Jon.35478>
Alright.
Gavin_>
I'll take that transfer now
Jon.35478>
You have been wonderful, Gavin!
Jon.35478>
Thank you for contacting Comcast. We appreciate your business with us!
Jon.35478>
Please wait, while the problem is escalated to another analyst
Gavin_>
Sure thing.
analyst Mincel has entered room
analyst Jon.35478 has left room
Mincel>
How are you doing today?
Gavin_>
Let's cut the small talk.
Gavin_>
Are you familiar with the MyDVR Manager service on comcast.net
Gavin_>
nobody appears to be responsible for support for this service
Gavin_>
and I am having an issue with it
Mincel>
Kindly hold on.
Gavin_>
as a Comcast subscriber, I'd like to think you're able to support your products you make available to your customers
Gavin_>
I am logged in to comcast.net
Mincel>
I will be glad to route you to the cable division.
Mincel>
Kindly hold on.
Gavin_>
and receive an error message when I try to activate this service
Gavin_>
Oh, I'm holding on.
Mincel>
Can I transfer you Gavin?
Mincel>
Thanks.
Mincel>
Please wait, while the problem is escalated to another analyst
analyst John has entered room
analyst Mincel has left room
John >
I do apologize for the inconvenience that this might caused you.
Gavin_>
Hi John, how are you doing today?
Gavin_>
I ask because I was great at the beginning of this conversation
John >
I am doing great Gavin! Excited to assist you with your DVR issue today.
Gavin_>
but by this point, am pretty frustrated
Gavin_>
Are you familiar with the MyDVR Manager service on comcast.net
Gavin_>
?
John >
I understand your frustration Gavin. Do not worry, I will check this for you.
John >
One moment please.
Gavin_>
Yep.
John >
Thank you for patiently waiting.
John >
Gavin do you happen to know that there is eligible DVR to have this feature?
Gavin_>
What does that mean, exactly?
John >
There are DVR's that cannot be activated with the MyDVR manager feature.
John >
Gavin, can you verify the model of your DVR?
Gavin_>
I am not with it at this momement, but it should be in your files for our subscription
Gavin_>
Roughly speaking, we have a Motorola dual-tuner HD-DVR
Gavin_>
I do not know precise model number.
John >
let me check your equipment in your account so that we can be sure of it.
John >
Do you happen to have your account number?
Gavin_>
hold on and I will grab that
John >
Thank you.
Gavin_>
XXXXXXXXXXXXXXXXX
John >
Thank you for verifying this information.
John >
One moment please.
Gavin_>
yep/
John >
Gavin can you tell me what do you want to do in MyDVR in www.comcast.net?
Gavin_>
I want to ACTIVATE it
Gavin_>
there is a button there, it says "activate"
Gavin_>
that will enable me to, I only assume here, use the MyDVR service online
John >
I can see here that we just need to do the powercycle to have this fixed. In doing the powercycle, your equipment will have the configuration set in. This will take 30-45 minutes to preload the channels and settings. By the way, do you happen to know how to powercycle?
Gavin_>
Aha! Powercycle the DVR unit, the cable modem/router or both?
John >
Just the DVR unit Gavin, I can see your internet is working fine.
John >
Do you happen to know how to do the powercycle?
Gavin_>
I have not powercycled our DVR before, how is this done?
John >
Good thing you asked, I will definitely guide you on this. First thing to do here, kindly turn off your television and unhook all the wires connecting your cable box. Once you are done, kindly check pins in the center of the cable are straight and extend far enough from the insulation to make a good connection.
Then hook everything back, and make sure it is tightly done. After 30-45 minutes, if you still might have problems with it, please do not hesitate to contact us back.
Gavin_>
Just to confirm: Turn off the TV, unplug the power cord and coaxial cables from the DVR. Then check 45 minutes later to see if I can activate at comcast.net/mydvr Is that correct?
John >
Yes, you got it perfectly Gavin.
Gavin_>
You're too kind.
Gavin_>
Well I'll give this a shot tonight.
John >
Thank you.
John >
Have I covered everything today?
Gavin_>
I'm sure we'll be in touch again, John. You were very diligent in your compliments and time served.
Gavin_>
Let's say yes and call it a day.
Gavin_>
Much appreciated.
John >
Thank you.
Gavin_>
(Let's just let the record reflect that this chat took over an hour, including all of your associates)
Gavin_>
Ta ta!
[UPDATE - The powercycle did nothing. I looked around a little and found that others are having the same problem. One guy even went through a very similar experience: http://text.dslreports.com/forum/r22845656-Comcast-latest-MY-DVR-Check-out-the-link~mode=text~days=10~start=40
He basically got sent between the same departments I did; however, he also had them send him to phone support.
