mooncrowltd's profile

Frequent Visitor

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12 Messages

Sat, Jul 31, 2021 4:02 PM

Why are some channels pausing, locking up, & freezing even though we have new box and remote, and have spent HOURS with technical support?

Because we were getting the error message "cannot connect to the Internet" when Channels were locking up (mostly TVLand and MEtv) ... but we don't have Comcast Internet ... we have Fios); I called Comcast technical support; woman said we needed new box ... didn't want to mail one, and told us to go to local Comcast office, even gave us the hours. Went to office and it is PERMENTLY CLOSED. Located nearest office that is open (35 miles away), made appointment, exchanged box & remote. Remote would not program correctly, so after an hour on phone with a technician, he had Comcast send someone out to program the remote.

Well guess what? Channels are still freezing and we are still getting the error message, "Cannot connect to the Internet."   We have to reset the box to get the TV back on. To say I am pissed to the max is an understatement. Someone PLEASE fix this. Comcast, if you know this is an ongoing issue, you need to be up front with folks and quite "kicking the can down the road, leaving customers to disappointed, frustrated, and angry."  

Responses

dcfox

Contributor

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373 Messages

2 m ago

Get a tech out. It is probably a connection or problem with the drop line coming to your house. They replaced the line to my house and fixed this problem. They only charge if it is a problem with your inside cables.

(edited)

Frequent Visitor

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12 Messages

2 m ago

Thank you! Appreciate you responding. 

XfinityAbbie

Official Employee

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500 Messages

@mooncrowltd I am so sorry to hear about this experience! I can't imagine how frustrating it would have been to go to a store only to find it had been closed. I want to get this TV issue resolved for you.

 

Please send a private message by clicking the Peer to Peer chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section. Please include your name and address and I'll be happy to help. 

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