Update 2: I realized I never provided an additional update. Sorry.
The technician visited and explained that as I originally thought, the NHL Network is not available to Frostburg area customers.
However, the tech added that if I was in the Garrett County side of Frostburg instead of Allegany County, I would have access to the NHL Network, and many more channels in general. Of course that doesn’t make a lot of sense because Garrett County is as rural as you can get. It has more than 76,000 acres of public lands and lakes, which I believe is the most in the state.
Update: After asking NHL Network via Twitter to help fix this issue, another agent from @ComcastCares reached out and he believes the station is actually available in the Frostburg market.
After testing a different package not shown on the website, the channel didn’t appear, so they are sending a technician on Friday.
The technician will examine if they have my box on the right program guide (I don’t know why there are two different channel line-ups for one ZIP code), examine signal flux and my box.
This ought to demonstrate to the NHL Network to barter a bit better to be included in a lower tier of sports channels to have more viewers because other people would give up at this point to subscribe.
Original: Trying to watch hockey on TV shouldn’t be all that hard.
Given the battles to make it easier to watch games online, you’d think the TV end would be mainly issue free.
Not in Frostburg, Maryland, where territories of the Washington Capitals and Pittsburgh Penguins converge in the mountains.
Frostburg is a unique National Hockey League television market where you can watch both the Washington Capitals on ComcastSportsNet Mid-Atlantic and the Pittsburgh Penguins on Root Sports. It’s a swing county when it comes to hockey allegiances for these bitter rivals, to be honest.
I decided that this year I was going to go without a NHL GameCenter Live subscription. It didn’t make any sense to me anymore despite the new single-team packages being offered thanks to a class-action lawsuit. Broadstreet Hockey exceptionally covered the problems with GCL’s new set-up that’s supposed to be consumer friendly.
When I moved to Florida four years ago, I watched both Tampa Bay Lightning and Washington Capitals games, and while I enjoyed the idea, it didn’t quite work out for me, outside of the constant video buffering.
The Lightning and Caps would often play on the same nights and start a half-hour apart. And when they didn’t, one of the two teams were blacked out (typically the Caps) for being on national TV. And the Lightning would mainly be blacked out for being on the NHL Network.
And nothing ticked me off more than being blacked out for a “national” game on the NHL Network, considering it’s not in standard sports channel packages. It’s included on DirecTV (which if they had broadband Internet and not DSL here, I’d be there in a heartbeat).
So, I opted to dive in an extra $9.99 a month to get NHL Network with my current Xfinity package along with some other sports channels like NBA TV (that I’d never watch) and Encore that are included. I figured the NHL Network should be a better deal this year with a new operator taking over, new talent and better programming.
What comes next is five hours of hopelessness between three Comcast agents, one in an online chat, another on the phone and a third via the @ComcastCares Twitter account. And oh yeah, the NHL Network’s website.
Let’s cut to the chase first: The NHL Network is not available on Comcast Xfinity in the Frostburg market. The channel is advertised as part of a Digital Preferred Package when ordering on the Comcast website and three agents fist believed that I should have the channel until they dug deeper to find out that it isn’t available after all.
Now, look at this map of NHL TV territories made in 2013 by Mile High Hockey. Do you think this same issue would lead the NHL not to provide the NHL Network in Chicago, Indianapolis, St. Louis and New York City where other teams share TV territories? Nope.
This is a Direct Message from a @ComcastCares rep “DB” who spent several hours trying to fix my issue, including resetting my box for a signal flux issue:
If you can’t read the picture, it says:
“Sorry for the delayed response, I just got confirmation that the NHL isn’t available in your region. I wasn’t able to confirm this earlier. I do suggest still sending a tech out to resolve the signal flux so you don’t experience any issues in the future. ~DB @ComcastCares
“Was there a reason given why it is not available”—@ImYourChuck
“Just that there hasn’t been an agreement reached yet to provide it in your area. Requesting it thru the feedback link will let your region know that it is in demand. Which could make it possibly available later. ~DB @ComcastCares”
Why did I deal with three reps? The first one tried to resolve the issue and couldn’t find the channel. Because I grew tired, I called to speak to someone so I could remove the service. That was relatively quick. The rep, a hockey fan, tried to help but figured out that it’s not available because the NHL decided it shouldn’t be. I spent from 5 to after 11 p.m. going through all of this.
I vented on Twitter and a @ComcastCares manager decided to reach out to me and figure this out in DMs.
Worse, is that when I enter my ZIP on the NHL Network website, it says I should have it. See below:
The passive way to resolve this, as suggested by Comcast is that I need more people in the Frostburg area to request the NHL Network be made available through both the NHL’s website and Comcast Xfinity feedback. However, that’s a daunting task considering the small population in this region.The FSU student population from Central Maryland helps, but those students are opting for either GameCenterLive, Center Ice or going to the bar.
This isn’t the first delivery issue I’ve had with NHL games in Frostburg. I’m looking forward to the Oct. 31 Caps vs. Panthers game on CSN+ to check to see if I don’t have another channel I’m supposed to have.
I wonder how much of all of this has to deal with this unique territory where rival NHL teams from two markets are shown on local TV channels. And how much has to deal with Xfinity not being able to separate this tiny market from its Pennsylvania customers because its local office is based in Meyersdale, Pa., after shutting down its Frostburg office last year.
I don’t know the answers to those questions, and I want to know.
But really knowing why not is not as important as knowing when I will get the NHL Network.