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Can't watch tv online

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Can't watch tv online

I started the service with comcast on October 1. Since then, I haven't been able to watch tv online at all. My first preference is to just come in here on xfinity site and click to watch tv. I called the rep and they said I had to wait 48 hours. I did, wait, nothing happened. I chatted and the guy said he will open a ticket for me. I've never received an email that ticket opened. He said someone will call me on Monday Oct 17 at 6.30pm PST per my request. No one called. Today is Tuesday Oct 18, 9pm PST.

 

How difficult it is to make sure that customer can watch tv online? I went in again today and it said I signed in successfully but I'm not a user and not authorized to watch tv, huh???

 

I then tried to create another user profile thinking tv might need another profile. During authentication process, via phone, got the text, enter the code, then it's errored out said I had to wait a minute and redo it. Redid it 10 times. What else I need to do?

 

I just moved from Directv to Comcast due to the new place doesn't allow dish installed. Comcast customer service is quite pathetic to be honest. I'm willing to retract my word if someone can resolve this within 24 hours.

Official Employee

Re: Can't watch tv online


katecp wrote:

I started the service with comcast on October 1. Since then, I haven't been able to watch tv online at all. My first preference is to just come in here on xfinity site and click to watch tv. I called the rep and they said I had to wait 48 hours. I did, wait, nothing happened. I chatted and the guy said he will open a ticket for me. I've never received an email that ticket opened. He said someone will call me on Monday Oct 17 at 6.30pm PST per my request. No one called. Today is Tuesday Oct 18, 9pm PST.

 

How difficult it is to make sure that customer can watch tv online? I went in again today and it said I signed in successfully but I'm not a user and not authorized to watch tv, huh???

 

I then tried to create another user profile thinking tv might need another profile. During authentication process, via phone, got the text, enter the code, then it's errored out said I had to wait a minute and redo it. Redid it 10 times. What else I need to do?

 

I just moved from Directv to Comcast due to the new place doesn't allow dish installed. Comcast customer service is quite pathetic to be honest. I'm willing to retract my word if someone can resolve this within 24 hours.


I'm sorry you're having this trouble. When I look up your email address in our system, it returns 2 different account numbers with 2 different addresses. I suspect that may be the root of your issue but, unfortunately, you'll need to contact phone support to resolve (I don't have access to make changes on accounts).


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New Poster

Re: Can't watch tv online

The representative by phone was able to resolve the issue for me. Thanks for the guidance. We did disassociate the inactive address and it works now.

 

I forgot the customer support's name who was on the phone. She's the first one since I contacted comcast for this issue who was able to communicate clearly and know exactly what to look for (of course from the guidance here). I would recommend hiring US person as a support more. Thanks.

Official Employee

Re: Can't watch tv online


katecp wrote:

The representative by phone was able to resolve the issue for me. Thanks for the guidance. We did disassociate the inactive address and it works now.

 

I forgot the customer support's name who was on the phone. She's the first one since I contacted comcast for this issue who was able to communicate clearly and know exactly what to look for (of course from the guidance here). I would recommend hiring US person as a support more. Thanks.


I'm glad I could help and happly to hear you got good service on the phone. Comcast is in the process of hiring 5,500 US-based customer service agents. We hear you loud and clear. 

 

Source: http://corporate.comcast.com/news-information/news-feed/customer-experience-transformation


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