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HomeMy WebLinkAboutComcast Update - On-screen Cable Guide Ccomcasto 1Comcast Cable 5815 25th Ave West Lynnwood, WA 98087 February 5, 2010 Lorrie Rempher Information Services Director City of Auburn 25 West Main St Auburn, WA 98001 Dear Ms. Rempher: We are pleased to inform you that this spring Comcast will update our on-screen Cable Guide for our Digital Cable customers in Auburn. This update will improve customers' experience when using Comcast's on-screen Guide and will also include many new features like links to high definition (HD) programming, improved Digital Video Recorder (DVR) management and more. More than 80% of our DVR customers also have our high-speed Internet service - and with this update, they will be able to manage and schedule their DVRs online, from any computer with Internet access. In addition, we're taking a feature that used to be only for DVR customers and, so it can be available to more Digital Cable customers, extending it to On Demand. When watching an On Demand program all customers will be able to skip ahead or back in five-minute increments. Perhaps the most anticipated new feature coming to customers is "Watch in HD." This feature tested the highest in customer interest. It will enable customers with an HD set-top or DVR to quickly jump from the standard definition channel to the simulcast HD channel. No more scrolling through the channel listings. In order to make these improvements for our customers in Auburn, on or shortly after February 23 we will update how our customer's set-top boxes identify certain channels. This change will not impact customer's pre-recorded and saved programs. However, customers will have to reset their preferences on 1) Parental Controls by channel, 2) DVR recording settings, 3) Reminders and 4) Favorites listings for each affected channel. To ensure customers in Auburn are aware of this update, we will send all affected customers a message to their set-top converters that they can read on their TV screens, and will place a telephone call to them over the next few weeks. Below are examples of the converter and telephone messages customers will receive. Converter Message: "On February 23, 2010 or shortly thereafter, a Guide update will require you to reset your settings for Parental Control by channel, DVR recordings and Favorites on up to XX channels. See channels impacted at www.comcast.com/~C i . " Telephone Message: "This is Comcast calling with an important message about an update that may impact your parental control settings. Tonight at [insert time] we will be updating your Digital Cable Guide to improve performance. After this upgrade, several of your guide settings will need to be reset. Please reset your guide settings to ensure parental controls are on the channels you want locked. You should also check your reminders, DVR recording settings, and your favorites lists. We apologize for any inconvenience this causes and thank you in advance for your understanding. If you need immediate assistance, press zero now to speak with an agent, or call us at anytime at 1-800-266-2278. To hear this message again, press one now or visit www.comcast.com/wide." We understand how important features like parental controls and DVR settings are to our customers in Auburn. To help you answer any questions you may receive about this update, I have included instructions on what customers will have to do to reset their parental control and DVR settings after February 23, 2010. If you have any questions or simply need more information about this update, please feel free to call me directly at (253) 288-7496 or visit www.comcast.com/guide for more information and a list of channels that may be affected in your area. Sincerely, r y4L Terry Davis Director, Franchising and Government Affairs Enc. cc: Janet L. Turpen, Comcast Ken Rhoades, Comcast Dennis Seley, City of Auburn Bradley & Guzzetta, LLC Steps to take after A28 Upgrade Parental Controls: • Channel Locks for the affected channels will default to unlocked. You must set up new Channel Locks for channels affected. • You may also want to take this opportunity to look for other channels that you may want to lock. • Though not impacted by this update, you also may wish to confirm that Content Locks (locks for violence, language, etc.) are set up the way you want them. • Do this for every digital set-top box in your home - don't forget, each box has independent Parental Control settings. Reminders and Recordings: • Reminders and DVR recordings set from the channels affected will have to be reset. You'll need to delete and recreate your Series and Individual recordings on those channels, and re-set any Reminders. • Before the Upgrade, we suggest writing down your DVR Series Recordings titles, in priority order. This step is will help jog your memory when making updates later. • After the Upgrade, use your list to set up your Series Recordings again that take place on any of the affected channels, and put them back in Priority order where you want them. Favorites Lists: • If you have Favorites Lists that include any of the affected channels listed, you will want to to add those channels back to your Favorites list. Informative how-to videos on Parental Controls, DVR features and more are available at no additional cost On Demand in the Help & Services section; in addition, online help is available at Comcast.com/support.