Visitor
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2 Messages
Channel Not Working; Lied to Force Package Upgrade
I'm writing and helping on behalf of my in laws. Their NBC channel (804) does not work. It worked fine for years and then resulted in an error. All other channels worked find. I started a chat with a customer service rep to get this sorted out. He told me that NBC (804) had been removed from our package and I'd have to upgrade. I did not believe this and pushed him on this. I made it very clear that I'm not referring to NBC Sports or MSNBC, but just the vanilla NBC that's free over the air. I told him my in laws to not need the ultimate package with 181 channels and asked if anything lower was available, and he said no.
After an hour of chat back and forth, we accepted this in the interest of getting my in laws up and running. After we accepted, the agent dropped from the chat and did not help. So, he lied to me in order to force a package upgrade (now costing over $300 a month!) and then did not help resolve the issue. I also learned that there are lower packages and he lied about that as well. (Note - I was chatting under my in laws account, so he likely thought he was chatting with my 80 year old mother in law, making this even worse.) After this, I tried calling for help but could not get through to a person. I tried email but I'm not holding my breath. All of this is available in the chat history if you look at the interaction. Shame on you Comcast for allowing this predatory behavior.
So now...how do I get help? If there's no resolution very soon then we'll happily move to a new provider and likely save $150+ / month.
XfinityMarcos
Official Employee
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2.3K Messages
13 days ago
Hello user_sqxo29, thank you for reaching out and sharing your experience in great detail. It's possible that the best promotion and value did include the Ultimate TV lineup when repackaging, however; I'd need to review the account to confirm. I'd love a chance to work with you more and make sure your service is in line with your needs and ch. 804 is working. Let's first work on the channel issue and then pivot to the services. The NBC channel would be available on all 3 of our channel lineups, so depending on your service, you should have access. You mentioned this is for your in-laws, which is great you're helping them out like this. Do you have access to the TV box to troubleshoot together? If not, do you know if there is an error message or error code on the screen when on that channel?
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