Metrocast Cable proves once again that they are completely incompetent

I had problems with Fox 23 in High Definition (channel 723 on Metrocast Cable).

I called Metrocast and the girl that took the call knew absolutely nothing about cable TV, high definition, or TV broadcasting.

After putting me on hold for 10 minutes to walk to the lobby to check their TV sets, she came back to me and said, "Well, we don't get channel 723 here, we get channel 725 and that's coming in fine so I guess the problem is on your end and I'll have to send out a technician".

OK, let's back up. Channel 725 is WFXT out of Boston. It is the Fox affiliate in Boston. Customers of Metrocast in New Hampshire get that channel on their lineup. Channel 23 is Maine's Fox Channel (WPFO) and is broadcast out of Portland. Customers of Metrocast who live in Maine get WPFO - Fox 23, NOT Fox 25.

I tried to explain this to the girl on the phone (I use the world girl because she was obviously young and inexperienced; she was no woman). I got angrier and angrier because she would not listen to what I was saying. The "analog" version of Fox 23, which is channel 17 on my cable lineup, was also not coming in. And those were the only 2 channels with which I was having trouble. So the problem was obviously at the source of the broadcast, or at Metrocast and how it processes the fiber optic feed of that channel (it's not done by satellite dish anymore).

Again, I got nowhere and asked for a manger. I could not see why I had to wait at home two days later from 12:00 to 5:00 pm for a technician to show up for a problem that had nothing to do with me.

The next morning, both channel 17 and 723 were coming in fine. I got to work that Wednesday morning and had a message form a "supervisor" (I guess) named Krista, who gave me a phone number to call. But she also said that the reason I was not receiving channel 723 was because that channel was no longer available. What?? I was just watching it that morning before I left the house. (on a side note I watched it again last night). I called and asked to speak to her. The woman who helped me this time was Judy. I explained the whole story to her and she finally understood what I was saying. Judy wasn't quite sure what to do. So I asked her to please convey to a manager the whole story as she knew the Metrocast side and my side. Judy alluded to the fact that my "account" was noted with the fact that I was an irate customer and under no circumstances should I be allowed to speak to a supervisor. Nice, huh?

I told Judy that I could be a total jerk, and allow the technician to come to my house and wait for me; all the while I had no intention of being there for a problem that was not mine and in fact was already fixed. I wasn't a jerk. I asked Judy to cancel the appointment.

I have still heard nothing from Metrocast. I also called Fox 23 to find out what happened on Tuesday night to cause all of this. I left a a message. I have not heard back from Fox 23 either. I also emailed a guy named Mike Casa from Metrocast. He is a technician that has been out to my house before for other innumerable cable TV problems I have experienced and offered his assistance on another issue I was having. I have not heard from him either.

So what does one do now. Last night and this morning, channel 723 (WPFO - Fox 23) was having trouble again. It was pixelating and had audio problems. How do I call Metrocast and complain about a channel that doesn't exist according to the idiots that answer the phone. How do I get a manger or a technician to respond to my inquiries when my account has been labeled as a "trouble maker" simply because I am trying to fix a problem with their service.

If anyone has the answer, please let me know.