Visitor
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3 Messages
Missing NOW TV channels and DVR
There was an issue with my payment for my prepaid NOW TV service that was corrected. That interruption caused my account to get stuck. I don’t have access to my DVR, premium channels or recent on demand programs. I’ve tried every trick to make my account whole to no avail. I’m not able to turn on autopay and neither can the 34 agents and AI bots I fought with to reach a live agent. None of the agents I’ve chatted with have access to prepaid service accounts? I’ve spent over 20 hours begging for help but none of the 34 agents have the ability to assist me? My account will collect a payment on 5-28-26, I don’t suspect my issue will get rectified then either. I know what needs to happen but finding someone who has that ability is obsolete!
Someone must open my account and change my entitlements. That’s the only way I’m ever going to get my DVR, favourite stations or the channels I can’t access?
It’s completely disturbing to have spent this enormous amount of time and tears begging for help for an entire month and get nowhere!!! I believe I should be credited for the month of May, but that doesn’t even come close to the compensation I deserve? I’ve been dealing with Xfinity for 30 years and I don’t remember a time I haven’t had to contact them for an issue at least 6 times a year and more. If I wasn’t so attached to my channels that only Xfinity can provide, I would have left a good long time ago. If I never had to contact Xfinity again it wouldn’t be soon enough?
I never got to my second issue that’s just as miserable. Every 20 minutes my connection is lost and I’m forced to reconnect and start all over again even with my connection being EXCELLENT? I have to look for the program I was watching and fast forward to where it was cut off from, It’s definitely the most irritating and disturbing issue I’ve had to endure many times before. I don’t know how Xfinity adjusts this particular problem, but it can be addressed unlike my original situation, The Red Headed Stepchild, “NOW Services” isn’t capable of fixing?
XfinityKam
Official Employee
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194 Messages
1 hour ago
@JamesP1122 Thank you for taking the time to detail everything that has been happening. I can see how much time and effort you’ve already put into trying to get both of these issues addressed, and I want to make sure this gets the right attention.
I’d like to help get this in front of the right team for review. Please send us a direct message with your full name and service address so we can take a closer look at the account and determine the best path to get your NOW TV services and connectivity concerns addressed.
Regarding the connection dropping every 20 minutes, that definitely needs attention as well, especially with the interruption to your viewing experience each time. Once we have your account pulled up, we can look into both issues together and document everything appropriately.
Please send us a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forum's page.
Here are the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Message” icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "to" line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message
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