So, a Comcast technician came out to my place a couple of weeks ago to resolve an ongoing issue with getting a poor signal on my ABC affiliate. (This was the second visit, as a service call a few months prior had only temporarily fixed the problem.) After running several tests, the tech determined that the problem was with my "signal trap," the device that limits reception of channels that I'm not paying for. I'm on the limited basic plan, so I normally only get 26 or so channels (of which four are community access and two are home shopping, and are therefore of minimal value).

He removed the signal trap, which fixed the reception problem, and told me that another tech would be by to install a properly working one, which they can do without entering my home. It's been two weeks, and I am still getting the full output of expanded channels. Should I call them and remind them about it?

Additional facts which may or may not be relevant:

1) As I said, this has been an ongoing issue since June. When I requested this most recent service call, the CS manager agreed to give me a $10 credit on my upcoming bill. From logging into the system, I can see that it has been applied.

2) I receive, in addition to cable, phone and internet service from Comcast. With the exception of a discounted phone modem, I pay full freight for those services. (Before anyone mentions it: I could just buy the phone modem, but I'm in an apartment and plan to move in the next six to twelve months.)

3) There is a valid work order for the service call, but I can't find notes indicating that a trap replacement was recommended on my copy. (I can't read any OTHER notes on my copy, either. I can't even see the tracing of my signature.)

What would you do?

(Answers along the line of "get rid of your TV" will not be treated as helpful. Heh.)

At this point, I don't believe you have done anything unethical. You did everything you were supposed to. There are several possible explanations - the part was not in stock, the technicians were busy and forget to properly annotate the documents, or the work order got lost in the system. There is also the possibility they have you on their repair list, but your situation may not be a priority because as far as they are concerned, you are a happy customer - you are just getting more service than you normally get. The cable company's priorities will be setting up new customers and restoring service to other customers who have technical problems. More than likely, they just forgot to replace the filter and unless you say somehting it will not get done until the next time you have a problem (if then).

My only concern would be that they try to do a back-charge for service you did not request (but I think you can argue effectively against having to pay anything extra).

The only ethical question is if you feel like you are stealing and whether or not this particular situation bothers you (keep in mind this is not by your doing, and they may still have the repair order in place, but your situation is low on the priority list or the parts are not in). By writing about it, it appears it may bother you. So, if it makes you feel better, give them a call and explain the situation. But, I wouldn't be surprised if the take their time to respond.

Legally, there's nothing wrong with this situation.

Ethically speaking it's a stickier situation. It may be that they have forgotten, or perhaps they feel it isn't worth a special trip and will get to it later.

It sounds like your ethical situation is analogous to the dropped wallet. Someone has made a mistake. Are you ethically obligated to pick the wallet up and deliver it to the police, thus rectifying their error? I don't believe so. But you may not take advantage of someone else's mistake. No spending the money in the wallet, or in this case watching channels for which you have not paid.

Just my opinion.

Beyond the ethical considerations (you should call them), there's a financial consideration: here in Chicago Comcast is NOTORIOUS for sticking you with unwarranted fees. I'd just be wary of them if I were you, and check your bill to make sure they're not charging you for the expanded services!

Good luck!

-Raj
http://www.personallyfinanced.com[/i]

I'd probably call. If there's not a record of the technician having removed the filter, and placing the order to replace it, there's nothing to stop Comcast from claiming that you removed it to steal cable. As we've seen over and over again, being right doesn't mean you'll win.

This happened to me once. We did call and let the cable company know. They said thanks, and never came out to correct it.

We had hbo, showtime, cinemax, a ton of premium sports, and we paid the basic rate for two years. Hey, we called em and told em. they just didnt care to come out!

while I probably shouldn't admit this but my father removed those filters at my moms house for probably 12+ years while living there. Generally all that would happen was once every two years or so when there was a problem that they had to come out and fix they would notice they were missing and replace them. All it is is a long silver tube that screws in-line to the feed coming into your house.

I really wouldn't worry about it if they haven't put it back in if they are the ones who removed it. They probably know and its just not high on their priority list to take care of. Then again my opinion of Comcast is so low that I feel they should give everyone cable for free. Their DVR box is the biggest piece of garbage. I have a tech here at least once every two month too replace on because it stopped working. In fact the tech just left after trying to replace two boxes I still only have one that works. The other he tried 4 boxes he had on the truck, actually left and came back with four more and none of them worked.

Basically if I wasn't constantly getting credits every month for their downright awful service I would just cancel cable altogether but lately I've been paying about $50 a month for internet, all the channels and two HD DVR boxes. I can handle bad service for 1/3 of its price.

free cable tv? kEEP IT

Interesting question. I subscribe to the slowest internet connection and the most basic cable there is.

I had a tech out to fix my internet and they came up with the same problem, and removed the filter. The tech was a younger guy, and he indicated that he was not replacing the filter in sort of a "this is a deal for you" way. He also said that it would be replaced if an auditor came out and checked, and said that would probably be within a couple weeks.

That was, hmmm.... June? I am not sure, but it was a LONG time ago. I don't feel obligated to report it, but I can see how a (more ethical?) person might. (Maybe it is difficult for those filters not to screw up internet, this seems to be a common problem here)

I don't feel obligated because it is not costing them anything extra to NOT have that filter on (actually, saving them the cost of the filter), and because I feel that cable prices are out of control. I feel that paying about $50 for the lowest speed internet and "family cable" (no premium channels, but all other channels) is a fair deal. A bit of a cop-out, since I also know that you don't get to pay what you "feel" is fair in most cases.

So, the completely ethical thing to do is to call and say something. But i'm not losing any sleep over getting channels 24-72 for free.

Well, I called last night to report it.

The tech thanked me for being honest, deigned NOT to take down any of my information, and wished me a pleasant evening.

At this point, I feel fully justified in viewing whatever channels come in until Comcast chooses to put the trap back on. If they ever do.

I wouldn't call. We called the electric company when my mothers electric meter died and it ended up costing her a fortune because she was honest.