Contributor
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54 Messages
Xumo TV Streaming Service appears to not be setup properly on account...
It appears my Xumo TV Streaming Service is not setup properly on the account based on the following:
It appears that both the Xfinity app and the website from the Xfinity servers response does not think I have Xumo service or a Xumo TV Streaming box as this is what it shows:
On the Xfinity app under the "Services" tab:
Under the "TV & Streaming" section, it is supposed to have a link or show how many Flex/Xumo TV Streaming boxes there are on my account but it doesn't but when I click on "Troubleshoot TV issues", it opens up Xfinity Assistant which shows:
As for the website, under the "TV & Streaming" section:
Under the "Your plan", "Equipment" section, it does show "1 Streaming TV Box" and when I click on the "Manage TV equipment" link on the right hand side, which goes to the URL:
https://www.xfinity.com/error/buy/sorry?errorCode=DFPLN1011
It shows the following:
The same thing happens when I goto http://xfinity.com/myplan which shows:
When I click on "Manage TV Equipment" which links to:
https://www.xfinity.com/buy/plan/addon/equipment
It redirects to https://www.xfinity.com/error/buy/sorry?errorCode=DFPLN1011 which shows:
I had talked to representatives in Live Chat between December 18, 2023 and December 28, 2023 who can confirm they can see the box and everything looks good including the Xumo Order had been completed on December 21, 2023. They did open CR122 696 613 for the above issue but the ticket was marked as resolved exactly one hour after it was opened and the only thing mentioned was they suggested a truck roll which is not needed as the service is working but the Xfinity servers appear to think otherwise.
The January 10, 2024 billing statement is now available and the printable version PDF and the summary version, both of them does not mention Xumo anywhere.
Hope someone can help. Thank you for your time, attention and assistance in reviewing this matter!
XfinityDemitrius
Official Employee
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1.5K Messages
1 year ago
Hey @Almighty188,
Thank you for contacting customer support through Xfinity Support. I hope you are doing well. I would be more than happy to offer my assistance with your Xumo Stream Box. The Xumo Stream Box is included within the cost of the Internet, so you may not see an additional line item for the equipment. You may see an activation fee or unreturned equipment fee, but as long as the equipment is active, it may not appear on the service bill.
As the Xumo Stream Box is not part of our Xfinity Video services, you would have limited access to change your plan or settings using the Xfinity web portal and application. Most subscriptions would need to be managed on the Xumo Stream Box. There are usually settings to manage subscriptions and more.
Are you currently experiencing issues with the Xumo Stream Box that need to be addressed? If you are interested in adding services or subscriptions, are you experiencing an issue enrolling using the Xumo Stream Box?
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Almighty188
Contributor
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54 Messages
1 year ago
Thanks XfinityDemitrius for your prompt response.
There is no activation fee because that has been waived as part of the original order. The Xumo streaming box is working fine but both the Xfinity app and the website which is working well for others with the Xumo Stream Box is not working for me as mentioned in the original post as while one cannot change the plan or settings, it is supposed to list the Xumo Streaming boxes on the account with the serial number(s) similar to how it lists the gateway and the serial numbers. So maybe what I wanted to say is can you check if the Xumo service is setup correctly on the account because I ordered Xumo with the xFi Complete free for 24 months and when they were activating, they had problems activating the gateway because the order was not complete and basically they had to first remove Xumo and had to try multiple times and sometimes they added it as Xumo and sometimes they added it as Flex and each time I had to approve the order and then I believe on December 17, 2023, Xfinity completely removed the box from the account and it was no longer in inventory as they cannot even find the box using the serial number as it is no longer in inventory so they had to send m a new box under a new Xumo order on December 19, 2023 and once I activated the new Xumo box using the Xumo box on December 21, 2023 and they had to send me a approval to complete the order, I sent the old one back by taking it to the UPS store where they handled the packing and issues me a Comcast Equipment Return receipt on December 29, 2023.
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dandelionleo
2 Messages
8 months ago
Experiencing this now. I’ve talked to 3 people now who said they have to add the box to my account. Seems it still hasn’t been added and still will not link my account. Wi-fi works fine and I was able to pick up up in store so I know it’s on my account.
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