CONTACTS
0201 - Comcast
020101 - Mr. Customer Assistant
020103 - Customer Support Department
SUBJECTS
Comcast Payment $110.16 110712-110811 1 Months Communication Service
3703 -
3703 - ..
3704 - Summary/Objective
3705 -
370501 - Follow up ref SDS 42 0000. ref SDS 39 0000.
370502 -
370503 - Called Vizio for code to program Comcast remote control. ref SDS 0
370504 - 1Q3M Setup Vizio xvt3d424sv television Internet connection in order
370505 - to upgrade "firmware." ref SDS 0 945J After Internet connection to
370506 - the television, Vizio automatically executed download and installation
370507 - of software upgrade for the computer BIOS (firmware) installed within
370508 - the television. ref SDS 0 RL5N This firmware upgrade will continue
370509 - for next several days. Learned today that television Internet
370510 - applications delay power up while checking onboard computer systems.
370511 - Therefore continuously pressing Power button on remote control is an
370512 - error that merely turns power on and off randomly and may wind up
370513 - being off. The customer does't know if there is a real problem or
370514 - merely a standard startup delay. ref SDS 0 ME6H Technical support
370515 - explained Vizio Internet applications and other features available on
370516 - HD television technology, and which are launched with the big round
370517 - button for "VIA," in the center of the Vizio remote control.
370518 - ref SDS 0 WG5I Discovered that wrong remote control was shipped,
370519 - because it does not have button required for viewing 3d content.
370520 - ref SDS 0 0367 Later in the day, when the television was powered up,
370521 - Vizio launched another phase of BIOS (firmware) software update.
370522 - ref SDS 0 TC6H After this completed, the Comcast remote control now
370523 - seems to work normally. ref SDS 0 1K8U
370525 - ..
370526 - [On 120305 1158 didn't get letter from Chaz, so called
370527 - Vizio and talked to Wesley. ref SDS 43 VY6F, who submitted
370528 - a letter reporting Amazon sent the wrong remote control.
370529 - ref SDS 43 BE4K
370531 - ..
370532 - [On 120305 1158 at 1357 sent letter to Brenda at
370533 - Electronics101deals transmitting Vizio's letter, and
370534 - asking for replacement remote control to support 3D.
370535 - ref SDS 43 WX5H
370536 -
370537 -
370538 -
370539 -
370541 - ..
3706 -
3707 -
3708 - Background
3709 -
370901 - On 120206 received Vizio xvt3d424sv television. 120206 0845,
370902 - ref SDS 38 0001 Problems with remote control prevented setup, so
370903 - Vizio sent a letter reporting equipment is defective. ref SDS 38 IH73
370905 - ..
370906 - On 120209 received replacement remote control for Vizio television
370907 - that worked well enough to setup the television. ref SDS 40 OU5L
370909 - ..
370910 - On 120303 Comcast reported customer needs code from Vizio to program
370911 - the Comcast remote control. ref SDS 42 YP8K
370912 -
370913 -
370914 -
370916 - ..
3710 -
3711 -
3712 - Progress
3713 -
371301 - Called Vizio recommended by Steven at Comcast, reported on 120303
371302 - 1908. ref SDS 42 YP4M
371304 - ..
371305 - There is a phone number for Vizio tech support in the record on 111212
371306 - 1448. ref SDS 34 KV7H
371307 -
371308 - 888-849-4623
371309 -
371310 - 877 698 4946 Weekends 8 - 4pm
371312 - ..
371313 - Talking to Chaz 419259
371315 - ..
371316 - We tried several remote control codes and they only partially worked.
371318 - ..
371319 - Chaz said Vizio has severl other remote control codes...
371320 -
371321 - 10120................. no
371322 - 01377................. no
371323 - 10864................. no
371324 - 10885.................
371326 - ..
371327 - [On 120306 1010 programmed Comcast remote control with 4
371328 - digit code to control Vizio television. ref SDS 44 F677
371330 - ..
371331 - Chaz said customer needs updated firmware to ensure effective remote
371332 - control setup.
371334 - ..
371335 - Chaz explained that Vizio updates television firmware only through
371336 - the Internet connection. He said that in order for the television
371337 - to work properly and provide full feature support, the Vizio
371338 - xvt3d424sv television must be connected to the Internet.
371339 -
371340 - [...below on 120304 0816 television firmware downloaded
371341 - after configuring television Internet connection.
371342 - ref SDS 0 RL5N
371344 - ..
371345 - Previously, decided not to configure Internet connection, reported on
371346 - 120209 1430. ref SDS 40 GX7I
371348 - ..
371349 - Chaz asked why?
371351 - ..
371352 - Reviewed concern about virus attacks and anyother form of unauthorized
371353 - access through the Intenet to the television. Don't want risk of
371354 - having to spend a lot of time fixing the television control system, as
371355 - occurs when a virus attacks the computer.
371357 - ..
371358 - Chaz asked how the computers are protected from virus attacks?
371360 - ..
371361 - Explained protection through a router, and then with Windows 7
371362 - Firewall, and further with Trend Micro virus protection software.
371364 - ..
371365 - Chaz said getting Internet feed through a router provides maximum
371366 - protection against virus attacks and other unauthorized access to the
371367 - television resident software, which Chaz calls "firmware."
371368 -
371369 - [...below on 120304 0816 network Internet configuration
371370 - reported "WPA Preshared Key" for the the vizio television.
371371 - ref SDS 0 RL4H
371372 -
371374 - ..
371375 - Internet Television Connection
371376 -
371377 - Agreed to setup Internet access to the new television based on Chaz'
371378 - assurance that this configuration will not enable unauthorized access
371379 - through the router to the television with popups and other virus-like
371380 - attacks, per above. ref SDS 0 WK79
371382 - ..
371383 - Internet configuration steps for Vizio xvt3d424sv television, and
371384 - using the Vizio remote control equipment...
371385 -
371386 - 1. Vizio Internet Apps (VIA)
371387 - (big round button with VA)
371388 -
371389 - Press this button to open an application menu at the
371390 - bottom of the screen.
371392 - ..
371393 - 2. Scroll application choices across the screen with left and
371394 - right arrows located in a 4 arrow panel above the big
371395 - button for Vizio Internet Apps (VIA)
371397 - ..
371398 - Scroll to the HDTV menu choice. When the application
371399 - description slides to teh left side of the screen, it is
371400 - then the "current" application.
371402 - ..
371403 - 3. OK - press to open HDTV menu on the full screen.
371404 -
371405 - The menu only appears on 33% to full depth of the screen,
371406 - but characters are big enough even across the room to
371407 - execute options.
371409 - ..
371410 - 4. Network option
371411 -
371412 - Select by scrolling the highlight area with arrow keys to
371413 - the Network option.
371415 - ..
371416 - OK - press to execute Internet "network" setup.
371418 - ..
371419 - Menu is displayed.
371421 - ..
371422 - Vision television technology scans for local wireless
371423 - connections.
371425 - ..
371426 - In this case, it found...
371427 -
371428 - rodwireless
371429 -
371430 - ...similar to configuring c18 recently on 120214 1433.
371431 - ref SDS 41 H457
371433 - ..
371434 - 5. Wireless Access Points
371435 -
371436 - Use down arrow key to scroll to
371437 -
371438 - rodwireless
371440 - ..
371441 - 6. Enter Access Point Name
371442 -
371443 - After highlighting name of local wireless network
371444 - connection in step 5, use arrow key to move highlight to
371445 - "Enter...
371446 -
371447 - Access Point Name."
371449 - ..
371450 - Turns out that Vizio calls the "password" for the router
371451 - the "Access point name." So, at this point have to look up
371452 - the passwork to the router, reported on 120214 1433.
371453 - ref SDS 41 C19K, and citing the record configuring the
371454 - router and which the router folks call a "passphrase" shown
371455 - on 101027 1429. ref SDS 13 S55N
371459 - ..
371460 - 7. WPA Preshared Key = password
371461 -
371462 - Not sure of precise sequence, but WPA preshared key
371463 - appeared on the screen.
371465 - ..
371466 - Chaz explained this is another term Vizio uses for router
371467 - password. He further advised that Vizio finding "WPA
371468 - Preshard Key" indicates the television has the highest
371469 - level of protection against unauthorized access, including
371470 - virus attacks, discussed above. ref SDS 0 LQ45
371472 - ..
371473 - After pressing OK, use arrow key to move highlight bar
371474 - down to...
371476 - ..
371477 - 8. Test Connection - press OK
371478 -
371479 - Television Internet connection to router tested...
371480 -
371481 - Passed
371483 - ..
371484 - Almost immediately, Vizio reported updated software began
371485 - downloading.
371487 - ..
371488 - Chaz explained that Vizio is updating firmware, which he initially
371489 - indicated is needed for programming the Comcast remote control,
371490 - discussed above. ref SDS 0 WK7K
371492 - ..
371493 - The Vizio dialog message showed...
371494 -
371495 - 15 of 33 applications
371497 - ..
371498 - Chaz advised that over the next 3 days Vizio will continue to stream
371499 - updated firmware.
371500 -
371501 - [...below on 120304 0816 at 1515 powered up the television
371502 - and got message that Vizio was updating firmware again, and
371503 - this would would take about 15 minutes, actually only took
371504 - about 5 minutes. ref SDS 0 TC6H
371506 - ..
371507 - After downloading this first pass of 33 updated applications for
371508 - television BIOS (firmware), Chaz helped try more of the codes to
371509 - program the Comcast remote control.
371511 - ..
371512 - These also failed to yield consistent performance.
371514 - ..
371515 - Chas asked if the Comcast remote control is over 2 years old? He
371516 - said newer televisions like the xvt3d424sv require new remote control
371517 - devices that support complex computer technology built into the
371518 - television. He recommended contacting Comcast for an updated remote
371519 - control.
371520 -
371521 - [...below on 120304 0816 at 1520 after firmware update
371522 - completed, Comcast remote control seems to work better; so,
371523 - may not need new hardware from Comcast. ref SDS 0 1K8U
371525 - ..
371526 - Chas also said these new Vizio television models have a lot of
371527 - computer features that delay powering up sometimes for up to 10
371528 - seconds. So, don't press the button repeatedly, because this is
371529 - turning the television on and off, and causes confusion. Simply
371530 - repeated pressing the Power button can likely wind up turning the
371531 - power off and give a false impression that the Comcast remote control
371532 - is not working correctly.
371534 - ..
371535 - After downloading the updated television BIOS, Chaz explained more
371536 - features of Vizio XVT3D424SV television...
371538 - ..
371539 - Press....
371540 -
371541 - VIA button............ see above. ref SDS 0 U64M
371543 - ..
371544 - This opens a menu at the bottom of the screen.
371546 - ..
371547 - First choice is HDTV setup.
371549 - ..
371550 - Chaz said don't use "Exit" button to close VIA menus, use the red line
371551 - button below OK
371552 -
371554 - ..
371555 - Closed Caption
371556 -
371557 - Chas advised that "Closed Caption" feature in HDTV menu has to be
371558 - activated by Comcast.
371559 -
371560 -
371562 - ..
371563 - Picture in Picture
371564 -
371565 - Chas said that PIP feature requires configuring the television with
371566 - multiple content cables, specifically a "Blu-ray" device that streams
371567 - a second feed to the television.
371569 - ..
371570 - Asked about using the Blu-ray feature on the computer for another
371571 - content stream to the television?
371573 - ..
371574 - Chas indicated his understanding that Blu-ray technology on computers
371575 - is not compatible with the Vizio television technology. Customers
371576 - have to buy another Blu-ray device designed specifically for PIP
371577 - features on televisions, or somthing like that.
371578 -
371580 - ..
371581 - 3D Television Requires Dedicated Button Missing from Remote Control
371582 -
371583 - Chas disclosed that displaying 3d content on the Vizio xvt3d424sv
371584 - television requires a special HDMI cable that is specified as "3d
371585 - ready."
371587 - ..
371588 - Reported experience testing the new computer that displayed 3d content
371589 - on the older VA320M television purchased on 2009, reported on 120214
371590 - 1433. ref SDS 41 QQ9O
371592 - ..
371593 - Chas indicated HDMI cable is probably 3d ready.
371595 - ..
371596 - Chas advised there is a button below the #7 key on the remote control
371597 - keypad to play 3d content.
371599 - ..
371600 - Explained that the remote actually has a button marked "PIP" below
371601 - the #7 key.
371603 - ..
371604 - Chaz said Vizio makes 2 remotes. We have the wrong one.
371606 - ..
371607 - Asked Chaz to submit a letter notifying that the customer was shipped
371608 - the wrong remote, so a claim can be filed to correct the problem.
371609 - Cited Christopher's letter that facilitated exchanging a defective
371610 - remote reported on 120206 0845. ref SDS 38 AG8K
371612 - ..
371613 - Chaz will send a letter saying the vendor shipped the wrong remote
371614 - control. He found the customer's email address in Vizio's records,
371615 - and said the letter will arrive in about 5 minutes.
371617 - ..
371618 - Thanked Chaz for excellent assistance.
371619 -
371620 - [On 120305 1158 didn't get letter from Chaz, so called
371621 - Vizio and talked to Wesley. ref SDS 43 VY6F, who submitted
371622 - a letter reporting Amazon sent the wrong remote control.
371623 - ref SDS 43 BE4K
371625 - ..
371626 - [On 120305 1158 at 1357 sent letter to Brenda at
371627 - Electronics101deals transmitting Vizio's letter, and
371628 - asking for replacement remote control to support 3D.
371629 - ref SDS 43 WX5H
371631 - ..
371632 - [On 120305 1158 at 1558 letter from Brenda confirms
371633 - Electronics101deals will replace wrong remote control in
371634 - accordance with Vizio specificaitons. ref SDS 43 7V8R
371635 -
371636 -
371637 -
371639 - ..
3717 -
3718 -
3719 - 1515
3720 -
372001 - Started television and got message...
372002 -
372003 - Vizio
372005 - ..
372006 - Update Firmware
372008 - ..
372009 - We are installing a software upgrade for your TV. Please wait
372010 - until your TV restarts. This may take as long as 15 minutes.
372012 - ..
372013 - Current Version: MP-XP2.7.9.01
372015 - ..
372016 - Update Version: MP-XP5.0...
372017 -
372019 - ..
3721 -
3722 -
3723 - 1520
3724 -
372401 - Comcast Remote Control Working Better with Upgraded Vizio Firmware
372402 -
372403 - Firmware installation completed. Television restarted without
372404 - customer action.
372406 - ..
372407 - Now the Comcast remote seems to work better.
372409 - ..
372410 - It turns the television on and off immediately, and it controls the
372411 - sound and mute features better. Previously, it would increase sound
372412 - to only about 33% of full volume. Now it will scroll the sound
372413 - control to full volume. Still not as good on this sound and mute
372414 - control as the Vizio remote control, but better than fiddling with 2
372415 - remotes.
372417 - ..
372418 - This seems to resolve Chaz's suggestion to get an updated remote
372419 - control from Comcast, per above. ref SDS 0 GF60 Will continue to
372420 - monitor performance, and if initial impressions do not bear out with
372421 - experience can visit Comcast to equipment upgrade.
372422 -
372423 -
372424 -
372425 -
372426 -
372427 -
372428 -
372429 -
372430 -
3725 -
Distribution. . . . See "CONTACTS"