Skip to main content

    Support

    Offers

D
d18b
1st Topic

4 Messages

Thursday, February 1st, 2024 3:38 AM

Closed

Would like to get status on my ticket. Tech said it would be fixed in 90 minutes. That was 7 hours ago....

Seems I have to make a post before I can get the Direct Messages link... well... here is that post. 

DB

Question

 • 

Updated 

1 year ago

86

2

0

XfinityAmandaB

Official Employee

 • 

2.1K Messages

1 year ago

@d18b Thank you so much for your post for help with the status of your ticket.  We would be more than happy to help. To start could we get some information on the issues you were getting assistance with when the ticket was created? 

6

0

d18b

4 Messages

Today my TV started showing the "V58" Channel not Authorized error for all channels. I use a Tivo with a cable card and it's been working just fine until today. 

It's ticket [Edited: Personal Information]

(edited)

1 year ago

0

XfinityAmandaB

Official Employee

 • 

2.1K Messages

@d18bThank you for those details, with tickets like this you will receive an automated response once the issues is resolved. In most cases, the diagnostics and signals take around an hour to complete if the system shows those were successful a text alert is sent to the number you have on file asking if the issues are resolved. You would have 24 hours to reply to that message. If not you have the option to reply no to help set up a tech appointment. If the automated diagnostics are not able to resolve the issue the ticket does get passed up to our next level of support for additional assistance. At the next level, it can take some time to locate the cause of any issues and present a resolution. In these cases typically if additional information or steps are needed from you our next level of support would reach out to you directly.  Have you received any text message alerts since speaking with the tech earlier? 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: 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 Answer.tick
I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: 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 Answer.tick

1 year ago

0

d18b

4 Messages

I did, but they seemed related to the survey regarding the Tech from earlier. The last I see did ask if "we resolved your issue" to which I've typed No. 

The response does feel like it's still related to the survey. "Thanks for your feedback. etc." 

1 year ago

0

XfinityLinda

Official Employee

 • 

1.8K Messages

@d18b We can see how that would be confusing for you. Have you attempted any troubleshooting since? Checking the coaxial cables to ensure connections are secure and finger tight. How about unplugging, and restarting all devices to see if the issue clears up? This step would push through any updates needed on all devices. 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: 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 Answer.tick

1 year ago

0

d18b

4 Messages

Yes, I have disconnected, reconnected all cables as well as restarted the box a few times. 

Still no change. 

1 year ago

0

BruceW

Gold Problem Solver

 • 

26.3K Messages

1 year ago

"Can you please send us your full name and address there" means, from any forums.xfinity.com page:

  • Click "Sign In" if that prompt is visible  

  • Click the "Direct Messaging" icon above or https://forums.xfinity.com/direct-messaging  

  • On the DM page click the "New message" (pencil and paper) icon  

  • The "To:" line prompts you to "Type the name of a person" but don't do that. It won't work.

      Instead, type Xfinity Support there. As you are typing a drop-down list appears.

  • Select "Xfinity Support" from the list. An "Xfinity Support" graphic replaces the "To:" line.

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

  • Press Enter or tap the > icon to send it

See https://forums.xfinity.com/conversations/email/cant-create-a-new-email-address/605e52b726aa974d63032d02?commentId=606107ea738c7f46a02b830e for an example.

Regrettably the "pencil and paper" icon is a pale grey that is active even though it does not look active. If a red circle-slash appears when you try to select the icon it means that DMs are disabled in your user Profile. To enable them go to your Profile Settings, clear the "Opt Out from Direct Messaging" checkbox, click Save, and try again.

(edited)

0

0

forum icon

New to the Community?

Start Here