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This morning I awoke to my Explorer 2200 showing four dashes instead of the time and an error on the screen saying “Your EXPLORER settop is NOT AUTHORIZED for use.” My first thought was “What the fuck do you mean it’s not authorized?” I didn’t have time to call Comcast this morning and since I wasn’t going to have the box, I couldn’t call at lunch. When I got home it was still the same. I called support and had the system send a refresh signal to the box (twice) nothing happened, so I did what was suggested next. I unplugged the box and the plugged it back in (how original). Still nothing.

I logged onto the Comcast website and after fighting with it for ten minutes, was able to get their chat system to work. Ended up talking to a guy for about a half an hour. It was pretty obvious to me that he only knew to do the two things I already tried. Below is the entire chat my address removed of course and I swapped the Comcast reps name to just Comcast.

COMCAST(Thu Jan 31 2008 19:13:54 GMT-0500 (EST))>

Thank you Joshua. Please give me one moment while I am navigating your information through our systems. So, how are you doing today?

Joshua_(Thu Jan 31 2008 19:14:20 GMT-0500 (EST))>

Fine except for this issue.

COMCAST(Thu Jan 31 2008 19:15:07 GMT-0500 (EST))>

I understand the issue you are having right now and I apologize for the inconvenience you have experience. I am glad to help you and let me try to come up a resolution regarding your Explorer 2200 issue.

Joshua_(Thu Jan 31 2008 19:15:41 GMT-0500 (EST))>

Ok.

COMCAST(Thu Jan 31 2008 19:18:42 GMT-0500 (EST))>

Thank you. Let me check what I can do for you. Would you mind if I put you on hold while I am working this out for you?

Joshua_(Thu Jan 31 2008 19:18:54 GMT-0500 (EST))>

No that’s fine.

COMCAST(Thu Jan 31 2008 19:20:35 GMT-0500 (EST))>

Thank you. Is the error message is “Your explorer setup is not authorized for use.” Is that right?

Joshua_(Thu Jan 31 2008 19:20:45 GMT-0500 (EST))>

yes

COMCAST(Thu Jan 31 2008 19:22:15 GMT-0500 (EST))>

I see. May I please know the exact error message you are receiving?

Joshua_(Thu Jan 31 2008 19:23:05 GMT-0500 (EST))>

It only says “Your EXPLORER settop is NOT AUTHORIZED for use. Please call(800)266-2278″, just like that.

COMCAST(Thu Jan 31 2008 19:23:51 GMT-0500 (EST))>

Thank you. Have you contacted the contact number provided to address this issue?

Joshua_(Thu Jan 31 2008 19:24:18 GMT-0500 (EST))>

Yes. They sent the signal to refresh the box twice and I still have the error and it’s been about an hour.

COMCAST(Thu Jan 31 2008 19:25:42 GMT-0500 (EST))>

Okay. And what is the next assessment they advice you to do Joshua?

Joshua_(Thu Jan 31 2008 19:26:10 GMT-0500 (EST))>

Unplug it, wait 30 seconds and plug it back in. I’ve done that four times. They don’t suggest anything past that.

COMCAST(Thu Jan 31 2008 19:26:50 GMT-0500 (EST))>

Okay, so you have done the power cycle of your Explorer 2200.

Joshua_(Thu Jan 31 2008 19:26:56 GMT-0500 (EST))>

Yes.

COMCAST(Thu Jan 31 2008 19:28:19 GMT-0500 (EST))>

I just want to know if your services with your Explorer 2200 is with Comcast?

Joshua_(Thu Jan 31 2008 19:28:33 GMT-0500 (EST))>

Yes.

COMCAST(Thu Jan 31 2008 19:31:12 GMT-0500 (EST))>

Alright.

COMCAST(Thu Jan 31 2008 19:33:57 GMT-0500 (EST))>

Joshua, you have mentioned earlier that it was sent a signal twice an hour ago. And you have made a power cycle of the Explorer 2200.

Joshua_(Thu Jan 31 2008 19:34:09 GMT-0500 (EST))>

Yes.

COMCAST(Thu Jan 31 2008 19:35:39 GMT-0500 (EST))>

Was it working normal before?

Joshua_(Thu Jan 31 2008 19:36:50 GMT-0500 (EST))>

It’s been working since I’ve had service (over 2 years), it worked fine last night, and when I got up this morning it was giving me that error. I had to leave for work, so I didn’t do anything about it until I got home this evening.

COMCAST(Thu Jan 31 2008 19:38:43 GMT-0500 (EST))>

I would assume that the issue with your Explorer 2200 is with the device itself. If you want I can schedule a technician to come into your house and have this issue fix.

Joshua_(Thu Jan 31 2008 19:39:23 GMT-0500 (EST))>

I’d like to have a technician come fix it.

COMCAST(Thu Jan 31 2008 19:39:52 GMT-0500 (EST))>

Thank you. I will check for the available dates we have for you.

COMCAST(Thu Jan 31 2008 19:40:29 GMT-0500 (EST))>

Can you please provide the serial number from the bottom of the box?

Joshua_(Thu Jan 31 2008 19:40:49 GMT-0500 (EST))>

Yeah, give me a minute to get it.

COMCAST(Thu Jan 31 2008 19:41:03 GMT-0500 (EST))>

No problem.

COMCAST(Thu Jan 31 2008 19:42:28 GMT-0500 (EST))>

I need to know if you are still online. Please reply to this message.

Joshua_(Thu Jan 31 2008 19:42:40 GMT-0500 (EST))>

Would it be on the bottom (on the Scientific Atlanta Label)?

Joshua_(Thu Jan 31 2008 19:42:48 GMT-0500 (EST))>

or on the barcode?

COMCAST(Thu Jan 31 2008 19:42:53 GMT-0500 (EST))>

Yes.

COMCAST(Thu Jan 31 2008 19:43:22 GMT-0500 (EST))>

It is the sticker label at the bottom of the box.

Joshua_(Thu Jan 31 2008 19:43:56 GMT-0500 (EST))>

Ok, the number I have is: 745622.

COMCAST(Thu Jan 31 2008 19:44:55 GMT-0500 (EST))>

No, I am sorry correct. Would you please try again providing me with the serial box number. Thank you.

Joshua_(Thu Jan 31 2008 19:45:36 GMT-0500 (EST))>

000a731d5b10

COMCAST(Thu Jan 31 2008 19:48:17 GMT-0500 (EST))>

I am not seeing the information you have provided me on your account. Would you like to double check the box and kindly provide me the right serial box number.

Joshua_(Thu Jan 31 2008 19:49:06 GMT-0500 (EST))>

You know what, I’m just going to downgrade my service. I can’t seem to find the right number, it’s not clearly marked, and I’m just to annoyed to deal with this.

I called the 800 number and decided to just downgrade to standard cable. I don’t really watch anything past channel 78 and the premium music ones weren’t worth it. The woman on the phone was really nice and helpful. She of course wanted me to reconsider downgrading, but she also wanted me to know that if it’s an issue with the box that it’s my right as a customer to have them fix it.

I’d been meaning to downgrade for a while, but didn’t have a real pressing need to. Today was just the day to do it I guess.

I have watched thirteen of the twenty-two episodes available on iTunes and it’s become my favorite show ever. It’s hilarious, almost makes me want to add Showtime to my cable plan.