Error with equipment update to X1

Recently I received a letter asking me to send a request to update to X1. While trying to update at the xfinity.com/EquipmentUpdate page, it throws the error "Oops Something went wrong, Please reload and try again". I tried this with various browsers (Chrome, IE etc.) as well as on my mobile phone..all with the same frustrating message. As someone in the IT field myself, I can say that it is quite unfortunate that xfinity is rolling out such features to customers without bare minimum testing ! Another frustrated xfinity customer !!!!!!!!!!

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Responses

AJones495

Regular Visitor

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3 Messages

5 years ago

The same thing is happening to me. Every couple of week I get an email asking/inviting me to upgrade the equipment free of charge. The email has a link. When I follow the link, I have the same problem you did. I click on the option to upgrade, it says "something went wrong, and then reloads the page ad nauseum. I give up, then a couple of weeks later I get the same email again. Its like they are taunting me. Several people have posted about the problem here, including myself, and as far as I can tell, no resolution has been found. Over recent years, I have always received excellent customer service from Xfinity, but lately they have removed all options to contact them, and everything is automated by computer systems that are unable to resolve problems, and they hide behind Covid as an excuse. Absurd. They should either run their business properly, or shut down.

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CCTambrey

Gold Problem Solver

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3.4K Messages

5 years ago

Hello, maheshtvm and AJones495! I appreciate you both taking the time to reach out to us here on the forums about this issue and I'm excited to hear you are interested in upgrading to the X1 platform.

Depending on your current services or if it's been some time since your plan was last updated, customers will be re-directed to reach out for support with this so that we can make sure the transition is done correctly. We would love to help you both with this! Please send me a private message with your first and last name, as well as your service address so I can assist.

To send a private message, click my name "ComcastTambrey", then click "send a message".

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mindEraser0

Visitor

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1 Message

@ComcastTambrey @comcast ... really? I have to disagree. Since the beginning of time anything a current customer does requires a call. We are not allowed to do anything online. The only individuals allowed to do anything online are potential customers. PEROID. It's a shame there aren't any other gig speed providers (that have the same perks) in this area because I would switch in a heart beat. {This post was edited for violating forum guidelines}

(edited)

4 years ago

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CCAbbie

Problem Solver

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1.4K Messages

@mindEraser0 I am sorry to hear that this has been your experience and that you wish you could switch providers because of it. This is not the experience we want you to have, and I would like to assist you in any way I can and send your feedback up.

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 look further into your concerns.

I no longer work for Comcast.

4 years ago

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Customer Service

maheshtvm

Error with equipment update to X1

AJones495

CCTambrey

mindEraser0

CCAbbie

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