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Customers Up in Arms after Comcast Changes - Eric Alvarez

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NASHVILLE, Tenn. Comcast customers arent too happy with new changes to how they watch their favorite channels.

[Dealing with them] is very time consuming and wasteful, Tony Johnson said.

A few days ago, Johnsons Comcast signal disappeared.

"It just scrambled on me and I called to see if I could get it fixed and they were like, 'you have to purchase our box,' Johnson said.

Johnson is one of a very small percentage of customers that has this problem because most already had a set-top box or an adapter, according to Sara Jo Houghland , Comcast spokesperson.

Houghland said Comcast gave customers a 60-day notice before the change.

Johnson said that didnt seem right then rode a bus to Comcast's Metrocenter customer service department on Friday.

When he got there, he found a lot of people in front of him, like customers Howard Wilson and Abdul-Tariq Muhammad

"You come in here and they've got two tellers working and the line's out the door, Muhammad said.  You've got eight spots in there where a teller should be helping to move that line down.

"It seems like they could come up with better ways to accommodate the customers, Wilson said.

Once customers get the digital adapter, theyll be able to see all the same the channels they had before, Houghland said.

It's still unclear on how it affects the picture quality.

Comcast says the device makes picture quality better, but some customers say their digital channels now come through in standard definition. 

Comcast says the adapters are free for the time being."

"Horrible customer service, said Tarus McCain, Comcast customer.  "If they had more competition, they would act better.  They would do better because you have more options."

At the end of the day, Johnson went back to the bus stop, without the adapter.

"I'm checking in with satellite, Johnson said.  I'm going to not choose Comcast.

Hougland says this change is designed to reduce cable theft, and requiring a box or an adapter is something the competition already does.

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