Visitor
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1 Message
Always told a tech needs to come out
About a month ago I got my own approved modem, couldn't connect was on phone a good hour plus saying I needed a tech and there were issues over the phone couldn't help with, hung up messed with resetting myself and finally got it. Now today i finally got an updated x1 tv box, everything working perfectly fine, person at store said he'd activate it right away at the store, I'd get hoke plug it and and be good to go, I get home hook it up and it doesn't work, also now my modem is not connecting, did an internet chat and the person was not helpful at all. I was the one asking questions due to him not asking anything after I'd try something, then just ended and got a call, they tried same stuff and are saying I need a tech yet again when things were working perfectly fine this morning before activating a new x1 box just odd every time there is a change they need to send a tech so they say with a service fee.
CCEthan
Official Employee
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1.4K Messages
4 years ago
Hi, @user_447075. Thanks for the details and I appreciate your time working on this. Swapping equipment does not need a technician unless an issue already existed or there just so happens to be a fluke issue that happened at the same time. There are many possibilities and I promise it was not from swapping equipment. We will not charge for the visit if the issue is outside or a signal issue that we need to take care of. We normally only charge if there is damage to inside equipment. Any defects or outside issues we take care of. I see your scheduled visit and will follow up after to make sure to validate and charge and take care of it if needed. I am confident the technician will find the issue and get you squared away.
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Again
Expert
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32.5K Messages
4 years ago
Thread moved to Customer Service as this is not Accessibility/disability related.
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CCEthan
Official Employee
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1.4K Messages
4 years ago
Hi, @user_447075. I see the visit was cancleed. Is everything wrking well?
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