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bongo
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Conversationalist

Regular Visitor

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9 Messages

Saturday, February 8th, 2025 6:28 AM

Altitude missing

I have had a "legacy' account for many years.it included Altitude channels until comcast dropped altitude. Now that its back i have been able to get Altitude live on my phone but not the tvs. After hours with an agent resetting the tv boxes etc they said just wait for it to be fixed. Then they followed up today and said its a nationwide outage. But now the tv error code is gone and the channel seems to be up but guess what, now it is demanding a subscription. All agents i spoke with acknowledged that Altitude is part of our plan. And to repeat, I got it on my phone for the past couple of days. Now tv demands subscription and the Altitude channels that i was getting live yesterday on my phone have been removed from my phone channel lineup.  Typical Comcast.

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13 days ago

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user_bjdl8v

1 Message

1 month ago

My subscription also includes Altitude. After an hour on a chat -both AI and overseas human representatives- There was no resolution.

The Agent on the phone offered me $25 on my account that also never showed up on my account. In the meantime there is no way to contact an English fluent agent and get my Xfinity account reviewed and my issues with Comcast/ Xfinity/Altitude/ resolved. Where are you Customer Service???   Reach out to me for a change.

 

3

see_k

Frequent Visitor

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17 Messages

I got the same thing happen to me

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1 month ago

0

XfinityJamesC

Official Employee

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2K Messages

Greetings, @user_bjdl8v! I hope your week has been treating you well. Thanks so much for taking a moment out of your busy day to leave a post on our community forum. I'm sorry to hear you're having issues getting through to someone, but you have definitely come to the right place for assistance.

 

If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you.

 

To send a Direct Message, please click on the “Direct Message” icon in the top-right corner of the screen, next to the bell icon, click the "New message" (pencil and paper) icon, then type or select "Xfinity Support". Type your message in the text area near the bottom of the window and press Enter to send your message and initiate a live session.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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1 month ago

0

user_kav4y4

3 Messages

@seekrueger​ I have the same issue. Many chats - no resolution. 

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1 month ago

0

user_teu04p

2 Messages

1 month ago

I have the same issue. At first it was a channel not working issue, XRE-03121 or something. Called support, they said it was a known issue affecting many customers. Now I have the message saying I need to subscribe. I had Altitude as part of my ultimate package before the dispute.

6

see_k

Frequent Visitor

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17 Messages

Same problem.what can we do?

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1 month ago

0

user_teu04p

2 Messages

I just talked to chat support and got the run around. Tried telling me I don't have it in my package. I had it before this disagreement with Altitude and Comcast. Like others in this thread, I was able to watch it on the app, while I had the XRE error. Now, neither work. When I log in to look at my channel lineup, it is listed.

This is crazy. Stuck with Xfinity hoping they'd figure out the disagreement. I give them my mobile, TV and Internet business and they want to nickel and dime me for something I had before. Seriously has me considering dumping everything and moving to Allo. 

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1 month ago

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XfinityDemitrius

Official Employee

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1.6K Messages

Hey @see_k, Thank you for visiting our official Xfinity Forums Community support page. We greatly appreciate you taking the time to share your experience regarding the recently added Altitude Sports channel. I would be more than happy to offer my assistance looking into this further for you.

 

In order to receive the Altitude Sports channel, an active subscription to our More Sports and Entertainment add-on would be needed. You may receive an error code if you do not subscribe to the More Sports and Entertainment add-on. If you would like to get the add-on added to the account, please let us know.

(edited)

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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1 month ago

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see_k

Frequent Visitor

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17 Messages

Thank you for trying to help. But I have already tried that and of course it did not work. Had a Tech. out here last week and they said definitely don't do that but I did anyway and like I said it didn't work

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1 month ago

0

XfinityAdrienne

Official Employee

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1.2K Messages

Thank you so much for taking the time to share with us, @see_k! We would be happy to look into your account with you. Can you please send us a DM to get started?

 

Please send us a DM with your full name and address to Xfinity Support.
To send a direct message:
Click "Sign In" if necessary
Click the "Direct Message" icon or  https://forums.xfinity.com/direct-messaging
Click the "New message" (pen and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.
As you are typing a drop-down list appears. Select "Xfinity Support" from that list.
A "Xfinity Support" graphic replaces the "To:" line.
Type your message in the text area near the bottom of the window 
Press Enter to send it.
I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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1 month ago

0

user_kav4y4

3 Messages

29 days ago

I went to the Comcast Store today and added the More Sports Package. Resolved the problem. 

2

0

XfinityVianney

Official Employee

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2K Messages

 

user_kav4y4, Thank you for reaching out. I know many customers here had questions about the upgrades and concerns about the communication. I appreciate all your patitnece in the meantime. I'm glad the awesome folks at the store were able to provide the help you needed. 

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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29 days ago

0

bongo

Regular Visitor

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9 Messages

Doesn't solve the problem if you had to pay more. We had Altitude for many years, they took it away and now offer it back for more money. More nickel and dime gouging from Comcast

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29 days ago

0

user_d39788

Visitor

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5 Messages

13 days ago

Same as all the prior posts, Xfinity added 1250 (Altitude 1) and 1251 (Altitude 2) to my channel line up the day after the announcement that the dispute with Kroenke was resolved. Then suddenly it was removed and after frustrating attempts to get a live agent I was informed by an offshore agent that these channels require an additional sports package. I am charged $13.65/mo for regional sports and with Nuggets and Avalanche being regional teams I do not understand why an additional fee is required. Very frustrating. I am already looking for alternatives to Xfinity TV/stream so I can drop the service. As soon as there is an internet alternative, I will switch this as well.

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