Comcast answers questions in Corinth

By Lena Mitchell/NEMS Daily Journal

CORINTH – The difficulties Corinth Comcast customers have experienced since the company began its conversion to all-digital service in mid-November may now be mostly resolved.
Two Comcast officials – Patricia Collins of the Huntsville, Ala., office and Don Richey from the Tupelo office – reported to the Corinth Board of Alderman on Tuesday that after steadily rising complaint calls the call volume is falling back to “more normal daily activity.”
Mayor Tommy Irwin and Ward 3 Alderman Chip Wood have had frequent communications with the company on behalf of city residents who have reported numerous and repeated problems.
The service upgrade Comcast implemented required either a digital converter box or digital terminal adapter to receive programming, and Comcast provided up to two of the digital terminal adapters at no charge.
Many customers, however, complained that they were receiving no service after the switch, and it appears many of the problems were related to people being unable to properly install the converter boxes for themselves.
The company has distributed more than 8,000 digital converter boxes, Collins said, adding anywhere from eight to 29 channels for their customers, depending on the customer’s service package.
Though the company beefed up its staffing for the transition, it seemingly was not enough to service all the households that required someone to help with the digital converter installations.
Wood said many elderly residents would not be familiar with the technology to install the boxes for themselves, and asked how they can be identified and referred for the help they need.
To avoid a charge for a service call, these individuals need to visit the Comcast office to request assistance, Richey said.
The mayor’s recommendation to put a supervisory-level Comcast staff member in the Corinth office would be considered, Richey said, and he would ask for more attention to supervisory coaching and training of counter personnel in the Corinth office.
lena.mitchell@journalinc.com