Now back to Comcast.
Can't find an email correspondence capability so I'll go Chat. ...
In the following chat, Sheryl takes responsibility and provides me with a plan. Specifically, Comcast will (almost certainly) catch up with the new devices and I should monitor the Comcast site. But there's nothing in the section of her site that she references ("Audio" for Samsung) and I don't really know if I should look daily, or perhaps once a week or once a month, or next year. But she succeeded in deflecting me.
You can read this chat session if you like. A ways down I've marked in red the directions I'm given. The bottons will then lead you through the story.
7/18/13 XFINITY Chat
CHAT ID: 81F81C24-A405-4A94-90B0-CB348007383F
Problem: Can't connect with remote to new Samsung Home Theater. They say it is you. Please see http://www.darbyglen.com/july18-not-our-problem.html
David > My Issue: Can't connect with remote to new Samsung Home Theater. They say it is you. Please see http://www.darbyglen.com/july-18-not-our-problem.html
Sheryl > Hello David, Thank you for contacting Comcast Live Chat Support. My name is Sheryl. Please give me one moment to review your information.
Sheryl > I understand that you are having issue with your Comcast remote. No worries, this is the last time you're going to have to chat about this issue. I can certainly help you and I will personally take care and check this for you.
Sheryl > As I review your account, may I ask a few questions that would help us understand how to address your concern?
David > certainly
Sheryl > Great! After we've resolved your cable connection issue, I'd like to do an accnt review to make sure you are getting the most value from your Comcast services.
Sheryl > May I know if this is a new remote or was working previously? David > Great
David > The remote was working with a Sony theater. I've tried two remotes. Same result. Since the AUX connection will turn the Samsung TV on and off, I beleive the remote itself is fully operational.
Sheryl > We will need the Comcast remote to be programmed on your Samsung Home Theater.
Sheryl > I can provide you the steps and code to try in programming. Sheryl > Please choose which type of Comcast remote is affected: Sheryl > 1. Comcast Universal Remote with RED OK/Select Button
Sheryl > 2. Comcast Digital Adapter remote (yellow mute button)
Sheryl > 3. Comcast Universal Remote with GRAY OK/Select Button
David > I have gone over the steps and reviewed all published codes. It is the red button.
Sheryl > 4. Comcast XFINITY TVXR2 Remote
David > I have even had the codes dictated to me this morning to make sure there are not new ones. None work. I need a new code. I understand the Samsung is a 2013 divice.
Sheryl > Our codes that we have are: 20045, 20739, 21014.
David > Can you hold a moment. I will check these out. I was give 8 codes this morning so you may be on to something new. I will be 2 minutes.
Sheryl > Sure thing!
David > I've tried those three codes. None turn the unit off as described by the programming instructions. I have used those instructions to program many successfully. AUX then Setup. two flashes then enter the five digits and hit power. ??
Sheryl > Yes, those are correct programming steps.
Sheryl > May I know if you already tried the "search for device codes" steps?
David > Yes. That is where you get the 8 codes. There is some confusion because this is a home theater, so what category is that for Comcast. But I believe I've used all Samsung codes. The model number seems to make no difference in the lookup. Sheryl > It is a third party device that is need to be programmed under AUX code/menu.
Sheryl > We still categorize it as a home theater/audio devices.
David > Good, I used the audio devices lookup. And as I said, I used AUX. So my guess is that we need a code that has not been published yet, or it is unsupported by Comcast. What do you think, Sheryl? Is there a way to excalate this?
Sheryl > All universal remote do not have 100% compatibility with all the equipment brands available in the market. We take pride that our universal remote have one of the most number of compatible devices with various brands. We strive to add new codes since the manufacturers produce new models. As of the moment, we do not have another working code for your equipment. Sheryl > I would suggest to check our website for a new code that may work with your equipment from time to time:
http://customer.comcast.com/Pages/HelpNFC.aspx?print=false&id=remotes.
David > This is a popular unit that Samsung has come out with. Is there a way that I can hear from the people responsible for the Samsung relationship at Comcast?
Sheryl > As we escalate this issue to our correspondence regarding more codes from Samsung to support moer devices with our remote, I would suggest that you also coordinate with Samsung for other codes that can be used.
David > If you will look at the web site I referenced, you will see that Samsung places the total responsibliity on Comcast. This surprises me but what can I do?
Sheryl > You have nothing to worry since this issue will be submitted to our correspondence to update our codes to support more thrid party devices like Samsung. I would suggest that you visit our website ( http://customer.comcast.com/Pages/HelpNFC.aspx?
print=false&id=remotes.)from time to time to check on theupdated codes.
David > Thanks. I'll post this on site, and hope for the best. Thank you Sheryl.
David > Dave
David > Oh, and the addition will be made to the "Audio" category, right?
Sheryl > You are most welcome.
Sheryl > That is correct, David. It will be on Audio. David > Thanks.
Sheryl > I earnestly want to say thank you also for your patience and understanding regarding your cable issues.
Sheryl > Do you have other concerns for me today? Please do not hesitate to ask questions as I'd be glad to assist you further.
David > Thanks, bye.
https://www.comcastsupport.com/chatentry/?Trouble.CableTV.Other|chat 1/2 7/18/13 XFINITY Chat
Sheryl > You are most welcome, David.
Sheryl > Thank you for contacting Comcast! We appreciate your business and value you as a customer! Comcast wants to ensure that all customers are satisfied with the services they receive, that is our promise! Our Comcast Customer Guarantee stand behind our products and services and we are available to you 24/7. Learn more about the Comcast Customer Guarantee at
http://www.comcast.com/corporate/Customers/CustomerGuarantee.html?fss=customer guarantee. We, at Comcast, listen to our customers and want to hear about your experience chatting with us. I hope that you can take the short survey that will follow after our interaction by clicking Exit Chat button located at the top right of the chat screen and Take our Survey in red button. If you need assistance in the future, please do not hesitate to contact us through Live Chat (available 24 hours a day, 7 days a week. Comcast also offers great FAQ and Help forums located at http://www.Comcast.net to help you solve many issues on your own. You can al Sheryl > so reach us through our Hotline 1-800-XFINITY (1-800-9346489). Have a great day! Sheryl > Analyst has closed chat and left the room
https://www.comcastsupport.com/chatentry/?Trouble.CableTV.Other|chat 2/2
