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user_010396
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Visitor

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9 Messages

Friday, September 1st, 2023 5:26 AM

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Xfinity mistakenly Disabled my DVR box. How do I get it reactivated?

My Xfinity DVR box was working fine.  But an Xfinity Customer Service Representative told me he would give me faster internet speed and that I would not have to get any new equipment.  Sadly, he was wrong, because his actions caused my internet and Cable TV to stop working right before an important online appointment.  Xfinity wrongly disabled my modem and my DVR box.  After three hours of trying, a different Xfinity Customer Service Representative was able to downgrade my speed, reactivate my modem, and get my internet working again.  However, she could not get my Xfinity DVR box reactivated.  How do I get my DVR box it reactivated?  (The Xfinity rep told me to bring the DVR box to an Xfinity Store so they can scan it back into their system.  However, I cannot do that do to health issues.)

How can I get my DVR box reactivated without having to bring it to an Xfinity Store?

Question

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Updated 

1 year ago

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Accepted Solution

XfinityThomasC

Official Employee

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2K Messages

1 year ago

Hello, @user_010396 Could you please send our team a direct message with your full name and full address? To send a direct message: 

  1. In the top right corner, you'll see a little chat icon near the bell icon. Click the direct message icon 
  2. Click the "New message" (pencil and paper) icon
  3. In the 'To' line, type "Xfinity Support" there. A drop-down list appears. Select "Xfinity Support" from that list (an "Xfinity Support" graphic replaces the "To:" line)
  4. Type your message in the text area near the bottom of the window
  5. Press Enter to send it. An official employee, such as myself or whoever is first available, will respond. Thanks!

1

user_010396

Visitor

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9 Messages

@XfinityThomasC​ I followed your instructions and sent a direct message to your team.  I hope you can get my DVR box reactivated.

1 year ago

user_e15f7c

1 Message

1 year ago

The solution was found by XfinityThomasC.  However, I can't figure out how to accept the solution.

1

0

XfinityEmilyB

Official Employee

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1.7K Messages

Thank you so much for taking the time to let the community know that your issue has been solved, @user_e15f7c! You can always mark their comment as a solution on your original community post :). 

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

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