Lack of communication on my needing a new TV box

No, the initial issue was, I was out of town, as I always do when gone is I unplugged the television, and the TV box. Upon returning home, I plugged everything back in, I attempted to use the remote to turn on the television, which any other time I unplugged my television and box when out of town, by simply plugging everything back in…everything would work as expected and the act of simply using the remote to turn everything back on would work, but that was not the case this time. This time after plugging everything in, using the remote, the TV came on, but not the TV box thus I could not watch TV. I tried changing batteries in the remote, which wasn’t necessary as again, the remote worked to turn the TV on, however, new batteries did nothing the box continued not to turn on, and there was no other option other than the remote to turn the box on…no switch or button on the box itself. Upon digging a bit, perhaps the remote and TV box were not in sync for some reason, so I began the process to reset the remote, tried to assure the television itself had the correct set-up that the was preventing the remote from working. None of those efforts were successful. I then determined to go into my Xfinity account to see exactly what type of Xfinity box and remote I had, upon doing that, instead of seeing information on the precise model/type of equipment I had, all that my Xfinity account showed was that my box needed to be replaced, I had 10 days to turn it in. I wanted to verify I was interpreting the message correctly, reached out to Xfinity support, they advised yes, my box needed replaced. My reaction…since when? In the past I have ALWAYS received some type of email, or received notice every single time I logged into my Xfinity account that the equipment needed replaced.I did not receive any notification as such, and my box suddenly not working was quite an irritating surprise.

Since the time I posted my message, I was able to finally speak to a live service rep via phone by selecting phone prompts that did not fit my issue, as otherwise I ended up in the automated never-ending phone options which were totally unsuccessful in addressing the precise issue with the box I was attempting to resolve. Last evening, June 12th, I was able to go to a local Xfinity store, where the new box support helped me secure was available. Came home, set everything up, and now I am good to go.

My complaint to Xfinity Comcast is, first…no notice on my box needing replaced, it just ceases to work? Lousy customer service. Second issue p, is the to hours I spent between working with an online agent (Lorenzo) who could only assist me part way due to an issue on Xfinity’s end not allowing us to authorize/complete the new box order. Lorenzo advised I had to call customer support, gave me the phone number. That option sent me into a totally automated process, which did not address what I needed. In frustration, I hung up from that call, called 1-800-Comcast instead of the phone number Lorenzo had provided, yet after getting stuck in the same automation rabbit hole, I called back again, selected call options that no way related  to why I was calling, but allowed me to finally connect with a live agent, who did help. BTW, this agent told me apparently the authorizations the online agent sent, and I correctly responded to, 3 times, finally did authorize and she made certain the box would be available at the local Xfinity store. 
Truthfully, I am irritated that I ended up not being able to have my cable service available from June 8th through June 12th, as it took time until I was able to address the issue with support and have time to run to the store to acquire the new box…with no notification of the necessity to change the box, and needing to work diligently to address the situation with support, I feel I should be given a credit to my account for the cost of my cable service for the timeframe it was not available (June 8-June 12) to use by no fault of my own.

@user_5npknd thank you for the additional details, sorry for the poor experience and understand the frustration throughout the process. From experience, I've seen that if we don't send email communications there should be notices on your statements which typically are after the breakdown of pricing. Communications may also be sent to spam/junk mail folders, I find a few Xfinity communications in there when I clean mine out from time to time. 

Did the team give a reason the box needed to be replaced, such as it was an older end of life device: https://www.xfinity.com/support/articles/end-of-life-devices , or other such as the equipment was unplugged for too long and became disabled and unable to reactivate? 

If you weren't aware, TV content can be accessed via the Xfinity Stream App, if you have set-top box issues in the future and have a Roku or Firestick. You can access your content via those, as well as other devices that support the Xfinity Stream App: https://www.xfinity.com/support/articles/xfinity-stream-app-faqs

I can definitely help with getting credit for time you weren't able to use your TV service, we only want you to pay for the time you're able to access service, Since I will need to gather some information to locate your account when you have time please send a direct message.

To send a direct message: 

Click "Sign In" if necessary

• Click the "Direct Message" icon in the upper right - it looks like a chat bubble  

• Click the "New message" (pencil and paper) icon just to the right of Conversations

• Type "Xfinity Support" in the "To:" line - do not use the Employee's name!

• Type your message in the text area near the bottom of the window

• Press Enter to send it

To expedite your request, we ask that you please include your name, the account holder name (if different), and the service address