all channels in spanish

How do we get this corrected? I'm trying to help my parents long-distance and all of their channels are in Spanish. They have called Comcast twice and received no help. They actually were hung up on the first time and the 2nd time they sent a signal which showed their bill for the month on the screen and that was all. Why would all channels suddenly be in Spanish anyway? They checked the settings and everything has English for the language.