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X1 Factory reset? Old account info showing on X1 Box

Regular Visitor

X1 Factory reset? Old account info showing on X1 Box

I think my X1 may need a factory reset, here are my issues:

 

My X1 box still shows my old account number/information/billing under My Account. (This would be an even bigger problem if the old account wasn't my wife, we switched service into my name and used same hardware)

My companion box does not work, keeps asking for me to reset my hub box. error code xre-10007

I cannot record any shows

I cannot set the "auto-tune to HD", says I need to subscribe (I am subscribed to HD as I can watch those channels on the main box)

Everything (hardware) worked fine prior to changing to a new account. It would appear to me that the issue is the box "thinks" it still connected to my old account and a hard reset would fix this. 

I have tried the chat and spoke to a rep. 

 

Service Expert

Re: X1 Factory reset? Old account info showing on X1 Box


krazkix wrote:

I think my X1 may need a factory reset, here are my issues:

 

My X1 box still shows my old account number/information/billing under My Account. (This would be an even bigger problem if the old account wasn't my wife, we switched service into my name and used same hardware)

My companion box does not work, keeps asking for me to reset my hub box. error code xre-10007

I cannot record any shows

I cannot set the "auto-tune to HD", says I need to subscribe (I am subscribed to HD as I can watch those channels on the main box)

Everything (hardware) worked fine prior to changing to a new account. It would appear to me that the issue is the box "thinks" it still connected to my old account and a hard reset would fix this. 

I have tried the chat and spoke to a rep.  


your fastest and easiest fix for this might be to call 800-Comcast and select billing and explain what you are seeing so they can fix your account, outlets, and equipment list.




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Official Employee

Re: X1 Factory reset? Old account info showing on X1 Box

Which box is it?

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Regular Visitor

Re: X1 Factory reset? Old account info showing on X1 Box


ComcastAndrew wrote:
Which box is it?

I see the incorrect information on the main box. On this box I can watch TV but not record and I also cannot change the setting to auto tune to HD

The secondary box does not alow me to watch TV. 

Official Employee

Re: X1 Factory reset? Old account info showing on X1 Box

Check your Private Messages

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