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Cablecards and poor customer service

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Simard57
Copper Contributor
Copper Contributor
Posts: 5
Registered: ‎06-12-2009

Cablecards and poor customer service

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I have had a Tivo H for a long time - before Verizon supported the Multi-channel MCard - so I have two Single channel SCards. When my friend bought his Tivo and had the cablecards installed - the technician came with one MCard. I tried many times to contact Verizon support to exchange my two cards for one because I don't want to pay for two SCard cablecards when one MCard is all I need.

 

Verizon phone support has told me everything from the do not do cablecards, to they will mail them to me for a self install and finally that this requires an $80 support visit. This is insand! I had to wlk the Verizon tech through the cablecard install the first time.

 

{please keep it relevant}  I have spent over three hours on the phone with their so called customer service and get nothing but a run around....{please keep it relevant} - this is asinine. Anyone else getting any satisfication in this area?

Message Edited by ElizabethS on 06-12-2009 02:01 PM
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Techman28
Gold Contributor IV
Gold Contributor IV
Posts: 1,340
Registered: ‎10-13-2008

Re: Cablecards and poor customer service

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Let me set the record straight for ya...

 

repair - If the Cable Cards go down the FT's will replace the Cable card at no cost to you the customer,

 

Order - If your in need of additional cable cards or just want to change out equipment then there would be a charge which is $79.99

 

 

Now I'm not saying go out an break the cable cards, but in the event they stop working for you we can replace them with the M-card and remove the 2 S-cards.

Simard57
Copper Contributor
Copper Contributor
Posts: 5
Registered: ‎06-12-2009

Re: Cablecards and poor customer service

Message 3 of 4
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I have been told by people on verizon phone support that:

 - they do not support Cablecards.

 - that they do not have MCards

 - that they do have MCards and will send out for a self install

 - swapping cards requires a tech support visit.

 

 

provisioning a cablecard for the Tivo is not that hard. I worked with the installers the first time and gave them the instructions to follow . It is notthat hard. I am left with the impression that Verizon would send me a settop box to self install - the cablecard is much easier and requires no cabling.

 

I may get Verizon support out because of the pixealation problem I am seeing - and have reported. Perhaps they can do the cablecard exchange then.

 

It does seem that Verizon is hostile to having to support Cablecards - it comes through well when they deny having them, then indicated they do not have to offer but have to provide if asked and charge a fee that is not necessary. I see no valid reason I have to continue paying to rent 2 cablecards when 1 can do the job - you may deny but it seems greed drives them. 3-4 hours on tech support  phone is costing Verizon more then providing the support they should be

 

Message Edited by Simard57 on 06-12-2009 08:08 PM
KenAF
Silver Contributor IV
Silver Contributor IV
Posts: 585
Registered: ‎10-22-2008

Re: Cablecards and poor customer service

Message 4 of 4
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@Simard57 wrote:

I have been told by people on verizon phone support that:

 - they do not support Cablecards.

 - that they do not have MCards

 - that they do have MCards and will send out for a self install

 - swapping cards requires a tech support visit.

 


Verizon does not have anything but M-CARDs in VA/MD.  In fact, Verizon hasn't offered S-Cards in VA/MD since last November.

 

Verizon will not ship cards under any circumstances, nor do they allow self installs.  CableCards always require a truck roll, no matter what the sales rep tells you on the phone.  This is a fairly standard practice among cable companies and Verizon is no different.

 

Indications are that Verizon now waives the $79.99 truck roll fee when adding an additional CableCard to an account.  If you want to swap existing cards to reduce your fees, I suspect you may have to pay the $79.99.   I do agree that this charges seems a bit high; in N. VA, Comcast charges ~$20 to swap out existing CableCards.

 

 


@Simard57 wrote:

 

I may get Verizon support out because of the pixealation problem I am seeing - and have reported. Perhaps they can do the cablecard exchange then.


Currently, attenuation (to reduce signal strength) is often required to eliminate pixelization with FiOS on the TiVo, because the TiVo is much more sensitive than Verizon's Motorola boxes.

 

There is some hints on TiVoCommunity that TiVo is working on an update to address the sensitive tuner issue.  Time will tell.

 

 


@Techman28 wrote:

 

Order - If your in need of additional cable cards or just want to change out equipment then there would be a charge which is $79.99

 

 

Now I'm not saying go out an break the cable cards, but in the event they stop working for you we can replace them with the M-card and remove the 2 S-cards.


I thought the $79.99 charge was eliminated in April for new CableCard installs?  That's been the experience of many on this and other forums.  Other Verizon employees suggested as much on this forum.

 

A lot of customers are going to ask about swapping out S-Cards in the next month.  This past week, Verizon eliminated its legacy CableCard pricing.  Customers who were paying $2.99/mo each for two S-Cards saw their rates jump to $3.99/mo for the June-July billing period.  Even customers under contract saw their CableCard rates jump, with no warning of any kind.

Message Edited by KenAF on 06-13-2009 02:08 AM
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