geggebra's profile

Frequent Visitor

 • 

5 Messages

Wed, Jan 13, 2021 6:00 AM

Entitled to Equipment Upgrade

Hello! (Second attempt to post this, hope this one is acceptable…)

 

I am confused about something, and hope someone here can point me in the right direction…

 

I am on the X1 Preferred Triple Play bundle. I have two TV boxes, both are Pace RNG110. A few weeks ago, I received messages from Comcast saying that I should upgrade my TV boxes (at no cost to me) to provide access to new features (I assume, to allow me to watch streaming services that I do not believe one can access via the RNG110).

 

When I tried to order the upgrade online, initially, the system would generate an error each time (“something went wrong, try again”). That is, until a few days ago, when it instead started telling me my equipment is “the latest.”

 

Yesterday, my wife called the 800 number, and was told that we were not entitled to an equipment upgrade, because our equipment was up-to-date, and suggested that we would need to change our service to get additional features.

 

My questions, then, are:

  1. Can someone tell me if it is likely/certain that I should be entitled to replacement TV boxes?
  2. What is the best way for me to pursue this (who should I contact)?

 

The services I have are meeting my current needs, but I do want to have everything I am entitled to, including the latest version of equipment.

 

Thanks in advance for any assistance/advice!

 

Gary

 

Responses

Rustyben

Expert

 • 

24K Messages

5 m ago


@geggebra wrote:

Hello! (Second attempt to post this, hope this one is acceptable…)

 

I am confused about something, and hope someone here can point me in the right direction…

 

I am on the X1 Preferred Triple Play bundle. I have two TV boxes, both are Pace RNG110. A few weeks ago, I received messages from Comcast saying that I should upgrade my TV boxes (at no cost to me) to provide access to new features (I assume, to allow me to watch streaming services that I do not believe one can access via the RNG110).

 

When I tried to order the upgrade online, initially, the system would generate an error each time (“something went wrong, try again”). That is, until a few days ago, when it instead started telling me my equipment is “the latest.”

 

Yesterday, my wife called the 800 number, and was told that we were not entitled to an equipment upgrade, because our equipment was up-to-date, and suggested that we would need to change our service to get additional features.

 

My questions, then, are:

  1. Can someone tell me if it is likely/certain that I should be entitled to replacement TV boxes?
  2. What is the best way for me to pursue this (who should I contact)?

 

The services I have are meeting my current needs, but I do want to have everything I am entitled to, including the latest version of equipment.

 

Thanks in advance for any assistance/advice!

 

Gary


that is not an X1 set top box. do you have Comcast internet with your triple play? the price of same-service/capability X1 set top boxes is the same price. The connections available to attach to your TV are much different, usually just HDMI out of the set top box. Do you want to swapout your set top boxes to X1 service?

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!tick

Frequent Visitor

 • 

5 Messages

5 m ago

Rustyben, thanks for the response.  I did not think my boxes were current X1 issue.

 

I woud be happy to replace the RNG110s.  My TV connections are HDMI already. And yes, I do have internet (and phone) as a part of my Xfinity service.

 

That still leaves the question, how do I get Comcast to exchange my boxes, since I cannot seem to do it online, and calling did not work, either.

 

Gary

 

Rustyben

Expert

 • 

24K Messages

5 m ago

I have escalated your post to the official employees that monitor this forum.
I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!tick

Frequent Visitor

 • 

5 Messages

5 m ago

Rustyben, Thank you!!!

 

Official Employee

 • 

200 Messages

5 m ago

Thanks @Rustyben !

 

Hi @geggebra , we'd be glad to help get those boxes upgraded 🙂 

 

Please click on my handle (ComcastGina) and "Send a message" with your name and service address, and we'll get that process started for you! 

I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: 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 Solution.tick

New to the Community?

Start Here