1 Message

Wed, Aug 4, 2021 1:26 AM

Customer service needed (reply to new thread)

I am currently having the same issue.  Comcast was supposed to cut my service to internet only on August 13, 2021, instead they do it August 2, 2021 and now they can't seem to undo what they did.  They say they have reset the account back to the original, but I still have the same message;

"Sorry, your box needs to be updated

This TV Box doesn't support your new flex service. You should receive your new flex box soon. If you have questions about your new order give us a call at 1-800-xfinity or visit an Xfinity store near you".

On my last text message with Comcast, they also said it was do to an outage in our area.  The most frustrating thing is trying to get in touch with an actual person on the phone with Comcast, if an agent can text, they should be able to call and talk to me as well.  I was promised three times yesterday that a Comcast agent would call me back, but that never happened. 

This post was created from this comment on different post





24.1K Messages

2 m ago

I moved your 'reply' on a dead thread to its own post here on the customer service area of the forum.

Official Employee


441 Messages

2 m ago

Thanks for taking the time to reach out to us regarding your services being disconnected early and not working correctly. I can entirely understand how the early disconnection would not only be inconvenient but extremely frustrating as well. I am so sorry to hear that the issues have persisted and that you have not received a promised call back. I would love to get to the bottom of this and I would need to look further into the account. Can you please reach out through direct message with your first and last name, name on the account if different and service address? 

To send us a Direct message:
1. In the top right corner, you'll see a little chat icon. Click this "Direct message" https://comca.st/33K74s5
2. Click the "New message" (pencil and paper) icon
3. In the 'To' line, type "Xfinity Support" there. A drop-down list appears. Select "Xfinity Support" from that list (an "Xfinity Support" graphic replaces the "To:" line)
4. Type your message in the text area near the bottom of the window
5. Press Enter to send it. An official employee, such as myself or whoever is first available, will respond.

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