BDW1964's profile

Frequent Visitor

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15 Messages

Sat, Dec 12, 2020 2:00 PM

New & Updated Equipment Questions

I'm asking for my 85 year old Father who has been a Comcast customer for close to 20 years now.

 

Question #1-Looking over all of the household cable equipment, I found that  1 digital adapter stopped working (could be the adapter itself or it could be the power supply to the adapter) and 2 digital adapter remotes that half the buttons no longer work and need to be replaced.  Where does one have to go to get these items replaced?

 

Question #2-The TV Box that he has always been using is a Southern Atlantic Exploror 2200. The remote he has always used was an Adelphia remote. This was set up by Comcast many years ago. Something is telling me that this equpment is seriously outdated as I can't even find the model number listed in Comcast's PDF instruction list. The only thing that is see on our equipment updated list is our internet modem, which is has been ordered. So my question is ...Is there an update for this old equipment? If so how do I go about getting it updated?

Responses

Accepted Solution

BDW1964

Frequent Visitor

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15 Messages

6 m ago

Thanks for the reply, however I did drive up to the nearest Xfinity Retail Store on Tuesday. It turns out everything needed updated. The equpment I had was around 15 years old! Everything has been replaced and seems to be in working order. All questions have been answered.

BDW1964

Frequent Visitor

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15 Messages

6 m ago

Unfortunately the nearest service center is not so near, in fact, it’s in the next state over. We do have a Xfinity Retail Store within a decent driving distance. How Comcast let that happen is beyond me. We used to have a Service Center in the next town over. Anyhow, I thought I would try to get some information on the issue before I drive all the way to that Xfinity Store. For as big as Comcast is, you would think there would be an easier way. About five or six years ago I needed a single digital adapter remote, it took me five phone calls and two emails before I finally got it replaced. I honestly don’t look forward to replacing this equipment. For the price paid for this service they should be checking in on us every once and awhile to make sure everything is working ok and ask if we have any questions about our service.

CCAndrew

Diamond Problem Solver

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25.9K Messages

6 m ago

Easiest would be at the local service center
Again

Expert

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25.8K Messages

6 m ago

@BDW1964 

Just an FYI, unless your father has authorized you to handle his account [he would have had to call and speak to someone], you might not be able to change out his equipment.  Something to check on before you make any trips.

BDW1964

Frequent Visitor

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15 Messages

6 m ago

Yes, we already when through all that the last time we needed equipment, but thanks for that warning.

BDW1964

Frequent Visitor

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15 Messages

6 m ago

I'm still looking for an answer if any official happens to know if our Sceintific Atlantic Cable Box (Explorer 2200) is out dated or not.

ComcastChe

Official Employee

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6.1K Messages

6 m ago

Hi @BDW1964! Thank you for using the Xfinity Forum to get help confirming whether the Explorer 2200 is an outdated model. Yes, this is an end of life device that we would recommend updating. Because you are so far from the service center, my team would be happy to help by shipping a new box that would work with his service. Alternatively, you can also initiate this process online. To do so, follow this link, How to Update Your Xfinity Equipment Online. If you'd like for us to ship it, please send a private message with your full name and service address as it appears on your billing statement. To send a message, click on my name, "ComcastChe," then click send a message.

ComcastChe

Official Employee

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6.1K Messages

6 m ago

Great! I'm happy you were able to get help and to hear that all is working as intended. Please let your father know that we appreciate him for being a valued member of the Comcast family! Feel free to reach out if you guys need anything in the future. Happy holidays! 🙂 

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