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Poor customer service -- the nickle and dimer club!

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Poor customer service -- the nickle and dimer club!

X1 Mini Box issues....  So, after spending hours trying to self-install the mini boxes in my house, I finally called tech support who couldn't resolve the issue over the phone (of course).  It was recommended that I have a service tech. come to the house due to the inability of my main box to communicate with the others.  All of my boxes worked fine until I attempted the switch.  Of course, there is a $60.00 fee.  The rep. said, and I quote, "The technician have to get paid, too."  So, my $3,600+ per year that I pay is not enough to cover service for a device that your company kept prompting me to get with a message popping up in the middle of whatever I may have been watching?  

 

Poor performance, Comcast.  If anyone has ideas on how I might get my mini boxes to work, I would appreciate it.  Or, maybe it's time to send it all back and switch to Roku.  

Official Employee

Re: Poor customer service -- the nickle and dimer club!


Frustrated1012 wrote:

X1 Mini Box issues....  So, after spending hours trying to self-install the mini boxes in my house, I finally called tech support who couldn't resolve the issue over the phone (of course).  It was recommended that I have a service tech. come to the house due to the inability of my main box to communicate with the others.  All of my boxes worked fine until I attempted the switch.  Of course, there is a $60.00 fee.  The rep. said, and I quote, "The technician have to get paid, too."  So, my $3,600+ per year that I pay is not enough to cover service for a device that your company kept prompting me to get with a message popping up in the middle of whatever I may have been watching?  

 

Poor performance, Comcast.  If anyone has ideas on how I might get my mini boxes to work, I would appreciate it.  Or, maybe it's time to send it all back and switch to Roku.  


Do you happen to have an amplifier? Per inside wiring, the setup that worked for the old Legacy may not work for the X1 platform


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Gold Problem Solver

Re: Poor customer service -- the nickle and dimer club!

The problem is the way your cable wiring is set up in your house is not compatible with X1. All X1 mini boxes have to "see" the DVR across the wiring in your house and yours can't.

If your house has an amp or signal booster that could easily be the problem. X1 service requires a very specific type of amp and more importantly all X1 boxes must be connected after the amp (downstream). You cannot have some boxes connected before the amp (upstream) and some boxes after. The amp will block the communication between the boxes.

If you don't understand this then you probably will need a tech visit to sort it out.
Gold Problem Solver

Re: Poor customer service -- the nickle and dimer club!

It should noted here that Comcast charges for situations like this just like all other similar companies. If the problem is in lines leading up to the house or Comcast supplied hardware, you won't be charged. If the problem is wiring or connections within the house you might be charged.

All of us own the wiring within our homes and we are responsible for it (unless you pay extra for Comcast's monthly service plan).
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