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Comcast adding ads to their HD DVR menus

The Chad sent me this screenshot a couple days back, showing banner ads on the DVR guide from Comcast:

Looks like people are noticing it in other places as well. I can't say I'm surprised, as I remember having a AT&T cable box in 2000 that used to be covered in TV Guide ads on both the guide section and when displaying show information. Still, seems silly to do this to owners, years after they've been using the guide free (not to mention there's already a $9.95 monthly rental fee for the box).

Did I mention I can't wait until I get rid of this box and buy a Series 3 TiVo? Please TiVo, release it before the Fall season really gets started! [thanks Chad and Chris]

by Matt Haughey August 31, 2006 in News

Comments

This is horrible! Comcast thinks we're stupid saying this is an ENHANCEMENT?! It takes a whole line of programming! Comcast sucks! Many will leave them as a result of this.

Posted by: Luis at Aug 31, 2006 5:58:20 PM

I've already set up an appointment for Dish installation. I've had it with outrageous prices for a service that's inferior to Satellite and all of a sudden thinks it's ok to have us bend over a few more degrees.

I will not stand for it. It's an insult to me as a customer, and if I hear another word about how "the guide is free, so they're entitled to advertise", I'm going toss my cookies all over my Comcast DVR (perhaps it will fix some of the bugs). WE PAY FOR OUR SERVICE, SO WE PAY FOR OUR GUIDE - PERIOD.

Posted by: Varmint at Aug 31, 2006 6:07:41 PM

I put this up on digg.
Nothing like the digg army to get a company to fess up.
http://www.digg.com/design/Comcast_forces_SPAM_on_customer_s_DVR_s#c2897753

Posted by: coutub at Aug 31, 2006 6:32:52 PM

It seems silly? Come on, it's Comcast. I heard that if you fall asleep with the program guide on, Comcast will take you upstairs to your tub, where you'll wake up several hours later with a missing kidney. It's Comcastic!

Posted by: sixtoe at Aug 31, 2006 7:06:15 PM

Given how awful the software is to begin with this is just a slap in the face. This hasn't rolled out in my area yet but the day it does is the same day I carry in both HD DVR to the local office and explain to them why they are fired. I'll probable end up going back to direct TV since I already have a HD Tivo for them. I hate hardware locks I wish I could use my HD Tivo with Dish. Or if I got a series 3 use it with any provider and not constantly having my options limited as a consumer, it's just depressing.

Posted by: Griffon at Aug 31, 2006 8:34:12 PM

Also in Palo Alto, though after I phoned, the ads went away later in the evening.

Theoretically I don't hate ads, except for the space they take up, though I wonder if I should be presented with then as I pay over $100/mo for the service. What I don't appreciate is that it looks as though I only get 4 channels of scheduling at a time rather than the inadiquate 6.

As with you-all, this just encurages me to look elsewhere for my TV service.

Posted by: Mike Liveright at Aug 31, 2006 8:40:44 PM

Everyone's going to have on-box advertising... the question is who will integrate it the best - finding the balance in making money without alientating the customers.

FYI, This started back in June:
http://www.tbo.com/news/metro/MGBST3SOQOE.html?imw=Y

Just another reason why I'd rather watch tevelision via Netflix DVD rentals.

Posted by: Dave Zatz at Sep 1, 2006 6:07:12 AM

I saw the ads two mights ago here in Boston, too. Then yesterday they were gone. I got pretty furious when I saw them, too. I don't know how long they've been going on because I don't use the Comcast DVR, I use their HD service and an SD TiVo (Toshiba DVD unit) and I only use their guide when I switch inputs and watch something in hi-def.

I hope Comcast realizes "ads on my guide" are what people think of when they think of "That's Comcastic!"

(Patiently waiting for a Series 3)

Posted by: ~bc at Sep 1, 2006 6:43:33 AM

Does anyone know the latest on the Tivo UI rollout to the Comcast DVRs? Is it still going to happen? I've had a hard time finding any up-to-date info.

Posted by: M2 at Sep 1, 2006 6:57:03 AM

"Did I mention I can't wait until I get rid of this box and buy a Series 3 TiVo? Please TiVo, release it before the Fall season really gets started!"

So how much is TiVO paying you, anyway?? You are a hopeless shill for them, and until you start getting objective and realize that everyone will have advertising in their UI. Yyes, even beloved Tivo. Check your OWN posts about their deal with Comcast: http://www.pvrblog.com/pvr/2005/03/comcast_and_tiv.html

Posted by: Carl at Sep 1, 2006 7:56:32 AM

@M2:
Lighten up dude. You said:

"Check your OWN posts about their deal with Comcast:"

Two issues:
1) That question was asked by a commenter, not the poster (Matt).

2) The link you referred to from this blog
is from March 2005. That's 2005, not 2006. So don't flame anyone for asking for an update on the Comcast/Tivo deal.

Posted by: Mike at Sep 1, 2006 8:10:46 AM

Sorry, meant to direct my comment at Carl, not M2.

Posted by: Mike at Sep 1, 2006 8:12:25 AM

Ya, I noticed these as well - I also can't wait for a series 3 to show up, so I can get rid of my Comcast box. (I'm in Portland, Oregon)

Posted by: Lucien at Sep 1, 2006 8:29:11 AM

The worst part of this is the position of the ads. If I scroll down to look at the info for the 4th listed entry on a page and I want to move down to the next page, my instinct is to just press the down arrow once more. But this just has me selecting the ad rather than the pushing to the next page. If they placed the ad at the top of the list, it wouldn't be so annoying as I rarely am moving up. In fact the only reason would be to select the ad.

I understand wanting to monetize the page, but no one wins when the viewer of the ad is annoyed.

Posted by: Andrew at Sep 1, 2006 8:53:54 AM

In San Carlos, CA, I called and complained - and they told me that they'd remove it in a few days. It's been a few, and its still there.

Funny thing - when I called their 800 number, it actually is advertised as an enhancement. OBVIOUSLY, they knew they were going to get tons of phone calls about it, and they hoped their little verbal blurb would fend off complaints. Bzzzt! I went right on through the phone tree and complained anyway.

Posted by: DaveG at Sep 1, 2006 1:06:32 PM

My favorite aspect of this ad is that they add it to the guide arround 5pm and remove it before 6am.

Basicly, it's only there when you can't get to a live person to complain.

#$%%%#@

Posted by: mark at Sep 2, 2006 1:59:22 PM

It's here in NH. It's a nice bit of usability that they managed to take the guide from like 4 lines to 2. I felt like I wasn't using that page down button enough.

Posted by: Tom Clancy at Sep 5, 2006 2:54:46 PM

Mike-

"1) That question was asked by a commenter, not the poster (Matt)."

Matt actually posted this directly from TiVo's press release: "As an extension of the relationship, TiVo and Comcast will make TiVo's interactive advertising platform available across Comcast's customer base without interrupting the award-winning TiVo subscriber experience."

2) So don't flame anyone for asking for an update on the Comcast/Tivo deal.

Not flaming for asking for an update. Pointing out that Matt (and most folks here) are so blind by their Tivos that they don't realize this is the direction everyone is going.

I'm not defending Comcast either. What I'm saying is that what's going to be more productive to us as users is an more informed discussion as to how much intrusion we are willing to accept, since most operators are going to do it to us anyway

We'd be better off if Matt and the other passionate, knowledgeable DVR users who read this blog came up with some constructive ideas that Tivo and Dish and other operators could implement, rather than just directing all anger at every operator that infringes on what you perceive is a 'pure Tivo' experience. because in a year or two, Tivos gonna do it to.

Check out the post by Dave Zatz above as well. I agree with him completely.

Posted by: Carl at Sep 5, 2006 7:37:48 PM

The ads only lasted about a week. I haven't seen them for a few days now. Maybe they got enough complaints.

Posted by: The Chad at Sep 8, 2006 11:18:06 PM

Just a heads up that you can change the settings on the comcast box so that the guide shows 6 channels instead of the 4 channels as shown in the screenshot above. Makes for a nice improvement.

Posted by: Jeff at Sep 14, 2006 7:59:45 PM

Comcast just started showing the ads in Knoxville TN today, 12/5. Their phone lines are jammed, so I haven't been able to talk to anyone. Their chat operator apologized and offered no suggestions.

Posted by: Alan at Dec 5, 2006 6:08:32 PM

I too saw the return of the ads today. I called and was told they are continuing to roll them out nationwide, and there is no opt-out method. I'm definitely not happy about this.

I created a petition, seems like a good way to send a message to Comcast that its customers are tired of being mistreated. I invite everyone to stop by and sign:

http://www.killcomcastads.com

Posted by: Lem at Dec 7, 2006 1:28:42 AM

Comcast just started with the Ads in Chicago this morning...
Besides that, they're also deleting my videos here and there.. Not all the shows, just a few of them.. Like, it deletes all Scrubs older than a couple of weeks, but my wife has several grays anatomy from months ago that were never deleted.
The most funny thing is that, if you're watching the video when comcast tries to delete them, you get a big blue popup error message on the screen, but it doesn't get deleted. They try to delete it again a couple of hours later.
I'm calling them right now to either fix these things, or just cancel my dvr and internet.. I'm signing up back with RCN, which was much faster and better.. Crappy comcsat.

Posted by: escoz at Dec 14, 2006 7:42:44 AM

It's pretty much unanimous -- these ads are ridiculous, intrusive, and unwelcome. Especially insulting to people paying $140, $150 or MORE a month! AND scheduled to pay even MORE, as announced in a 4-color pamphlet accompanying their latest bill.

There are three things you can do to fight this:

1) Call 1-888-COMCAST
Call and complain, every day if need be. They usually answer quickly, they usually won't have a solution, and a manager usually won't be around (But they'll call you back! Riiight...) but if the volume picks up, and stays up, they will notice

2) Email Comcast
Email every day (this one's a bit easier). You can use their online form to submit your complaint. Roboform, Google Toolbar, etc. can help fill in all the fields. (Although WHY they need this when you register all this info on your profile, which is needed to log in!!, is beyond me). You can also try emailing directly to care_customer@cable.comcast.com

3) Just move the ads!
I thought about this a minute ago -- Comcast LETS you hide the ads! (How nice of them)

On your remote, press Menu twice. Go down to Setup, then Screen Position Setup. Hit the down arrow on your screen as far as it will let you. Hit Enter. With practice, you can set this to juuust about (I see one pixel line of crap) perfectly hide the fugly ads below, and still retain full functionality of the Guide.

(p.s. don't tell the Big C about this one! They'll likely disable Screen Position Setup the following morning!)

Hope this helps,
"RYAN O"

p.s. check out http://www.killcomcastads.com/ and sign the petition as well (not associated)

Posted by: Ryan O at Dec 15, 2006 6:09:00 AM

They popped up in Woodbridge, NJ a few days ago. In all honesty this is a class action lawsuit waiting to happen. There is no way a monopoly can shove this crap down people's throats at $110 a month and not somehow offer an option to get rid of it. Even if it meant hitting the Guide button twice (first time you get the crappy ads, the second time you get your normal ful guide) I would be fine with that. But this handcuffs the consumer as many do not have another option for TV service.

The Screen Position setup suggestion was brilliant! May I humbly suggest to augment it is to go to your Guide Setup menu and go to Grid Cell Height menu and switch it from Double to Single. Now instead of 4 and a AD, I get 5 channels and no AD because it is cropped out.

But back to legal side..this is as agregious as AOL trying to take over your entire laptop (which AOL was sued for in a class action suit back when they released version 5.0 and settled out of court...)

Posted by: Mike at Dec 15, 2006 7:16:28 PM

Here's my email to Comcast:

It's hard for me to verbalize how angry I am at Comcast now. You've put advertisements on a product that I'm paying for w/out my permission (the program guide). I didn't ask for this. No customers want this. So, you are now effectively charging me to give you the medium to advertise to me. Do you really think your customer base doesn't recognize this? We're not stupid. Your customers are mad as hell about it. Peruse the internet a bit to get a feel for what folks think of it. To make matters even more laughable, you apparently have told the phone support to say the ads are a "feature" (once again, treating your customers like they are idiots).

Think of it this way. If you leased a car...let's say a 4 year lease on a nice BMW. At the end of year 2, the dealer swings by your house while you're out of town and proceeds to stamps a big, non-removable sticker on the side of the car advertising Budweiser beer. You're completely unable to remove the sticker. You don't own the car, you're just leasing it. It wasn't in the original terms of the lease, the dealer just decided he wanted to do it to make some extra cash (none of which he would give back to you). That's effectively what you've done here. Does the Comcast Marketing Dept. really think these things through?

As viable competition arises for tv service, I believe that dumb decisions like adding these ads are going to come back to haunt Comcast. These ads surely have a very small effect on bottom-line, but very high impact on customer satisfaction/loyalty.

Posted by: Brad at Dec 16, 2006 2:54:52 PM

Are people still seeing ads in the program guide with Comcast? I just found this page/thread and was wondering as I saw them for a few days a couple of months ago and then they disappeared (I only recall seeing them for 2-3 days on the program guide)

Posted by: Mindstorm at Dec 25, 2006 4:23:35 PM

I have contacted the executive office for Comcast for the State of Georgia. They can be reached 9-5 at 1-888-610-0995. This a is a direct number with a live operator. I encourage you to post this number, to help flood them with calls. They will not do away with this service unless we voice our opinions.

Posted by: Jon at Jan 23, 2007 10:59:25 AM

They just went live with this in the Nashville area. Here is the response from Comcast:

Thank you for contacting Comcast via e-mail.

I understand you have some concerns regarding the banner ads now appearing on
your Interactive Program Guide (IPG).

Comcast is using our technology to educate our customers about the value of
Comcast Digital Cable service. The banner ads you are seeing on your guide,
which will run during prime-time hours, provide tips and instructions on how to
use certain features, like Parental Controls and Favorites. They also promote
various programs that are in your regular channel line-up, and provide you with
the option to easily set a reminder or recording, tune directly to the program,
see other show times, and perform the other functions available on the program
information screen.

You will not be charged for view details of any banner ad. The banners simply
lead you to information on programs that may be of interest to you. You will
only be charged if you order a program with an associated charge - for instance,
a Pay Per View or ON DEMAND program or movie.

If you would like to scroll through your television listings without
highlighting the ads, use the Page Up and Page Down buttons on your remote.

Comcast is planning to continue showing these ads; however, we do appreciate you
sharing your point of view. It is our goal to make sure your Digital Cable
television experience is as valuable to you as possible. Thank you for your
feedback. I will be happy to share it with the Comcast team that is working on
these ads.

Please feel free to contact us if you have any more questions. You may respond
directly to this email.

Thank you for choosing Comcast.

Sincerely,

Iva
Miramar eCare Support
Comcast Customer Care Specialist

ecare-Nashville@comcast.com

Posted by: Derek at Jan 23, 2007 9:41:44 PM

I too complained and got an email response back from customer care using the words "educate our customers"... interesting that educate also means "to persuade or condition to feel, believe, or act in a desired way". Meaning that Comcast is forcing its customers to their bidding.

Their R&D department has gone great lengths in creating a remote with buttons but is now using the "Program Listings" for Ads.

If they want customer "value" then how about the option within screen setup to either see less listings and more ads or more listings and less ads, or better yet NO ads.

So now, 3/4 of the entire "listings" screen is dedicated to ads, tags, and promo's... non listings!

Posted by: Norman (Colorado) at Jan 24, 2007 10:09:14 AM

This just rolled out in Pittsburgh,PA. Cancelled the next day for dish, unfortunately they can't hit the satellite from my house! However, HUGE THANKS to the screen position/grid height suggestion, it's like before the ad was there! Thanks!

Posted by: Austin at Jan 25, 2007 11:21:51 AM

Its here in Vancouver WA as well..got the same BS response (word for word) that others have received.

The move the screen trick will work until I decide on Dish or Direct.

I had Dish for 12 years but dumped them when the hardware was failing...NOW I remember why I dumped cable in the first place!!

Anybody have thoughts on Dish vs Direct? Dish seems to require two dishes for HD..but they have more HD programming and have all the locals in HD

Direct can do it with one dish..but don't have all the locals in HD or the same amount of HD programming overall..

Rumor has it that Direct will have more HD soon.anyone know how much and when>

Posted by: steve at Jan 26, 2007 5:41:29 PM

This is just ridiculous. I noticed this the other day and it just really pissed me off. I'm canceling my service today and getting DirecTV. I talked to Comcast about these "enhancements" and was told they only display during prime time hours and are there to educate their customers about features such as Parental Control, etc... Excuse me but I see these ads every day even at 1am and later AND I see mainly an add for Smallville on the NEW CW and other such shows. Excuse me, but since when is 1am prime time hours and if I cared about when a show was on I would look.
They did however give me this very useful bit of information saying they would be continuing with the ads, and there is no way to get rid of the, BUT you CAN adjust the banner ad height. FABULOUS! right.

Posted by: kay at Jan 27, 2007 12:11:25 PM

I just moved to the DC area, and the ads are here as well.. I'm going to get Fios as soon as it becomes available at my address and ditch Comcast.. I was wary of them to begin with because of the overpriced broadband, but this is too much! (Please hurry Verizon!) I signed the petition as well, for all the good that a few hundred online signatures will do.. :(

Posted by: Jason at Jun 12, 2007 5:08:09 PM

Your commercial your airing is Racist!
I am Mexican and no I do not have an accent!
I thought Oregon was better than what your promting.

Posted by: Sabino Torres at Aug 28, 2007 10:57:21 AM

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