Visitor
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11 Messages
Unresolved Device Error and Poor Customer Service
To Xfinity Customer Support,
I am writing to formally log a complaint regarding a persistent service failure on my Xfinity TV box and the unacceptable customer service experience I received today.
For months, I have successfully used the AMC+ app on my Xfinity box without any issues. Today, the app began throwing a "the page you requested could not be loaded" error. The app works perfectly on my mobile device, meaning the issue is an isolated communication or entitlement error on Xfinity's backend servers.
Before contacting support, I completed a full power cycle, cleared the locally stored app data, and performed an automated System Refresh. None of these cleared the error loop.
I then spent an hour on the phone with a live agent who repeatedly asked redundant questions about my router before placing my ticket into a "processing queue." Shortly after, I received an automated text stating my issue would be resolved in an hour, followed immediately by an unmonitored "do not reply" message that locked me out of communicating further.
The hour has passed, the box is still broken, and it continues to display the exact same error screen. I am paying for a service that Xfinity's hardware is actively blocking me from using.
I require a supervisor or a higher-tier technical support agent to contact me to perform a Deep Account Refresh / Reprovision on my specific TV box serial number to clear this corrupted data block on your servers.
I look forward to your prompt response to resolve this issue and discuss an appropriate credit to my account for my wasted time and broken service.
Sincerely,
[Edited: "Personal Information"]
XfinityAbby
Official Employee
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1.2K Messages
9 hours ago
Hello @user_7d4uyg thank you for taking the time to reach out on our community forum! I understand how frustrating it can be when a TV app is not working correctly. I would like to take a look at the account and assist you further.
Please send us a direct message with your full name and service address so that we can assist you further. To do so, click on the chat icon located at the top right of this forum's page. Here are the detailed steps to direct message us:
For an example of how to send us a direct message, Check out this link
https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514
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