New Poster
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1 Message
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 !!!!!!!!!!
Responses
AJones495
Regular Visitor
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3 Messages
6 m 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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ComcastTambrey
Official Employee
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2.7K Messages
6 m 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".
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.
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