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user_29ad95
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Saturday, July 8th, 2023 1:46 AM

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Upgrade to new cable box is not free

I am screaming into the wind here, because there is nothing I can do about this. But, while a first world problem, it is infuriating. I had to upgrade my cable box, otherwise, no access to On Demand, which I use because usually I can't watch the things I want at the scheduled time. BUT DON'T WORRY the upgrade is "free".

No it isn't. Apparently, On Demand is only HD. So you get slapped with a $9.95 per month additional fee for "HD technology service." Even if it is part of my subscription, even if it is a channel I already get. Miss 60 minutes? No problem. For an additional $9.95 a month, you can watch it on demand. 

Twice I got charged for this and twice removed, when I complained, because I had mysteriously "ordered" it online. How did I "order" it? By watching something that is a part of my package on demand. 

I hate this. I have no other option if I want to watch TV. Streaming is just as bad now. I would be OK with it all, if I knew there was some legislated carve-out of that money Comcast makes to, I don't know, fund apprenticeship programs. Or building affordable housing. But to make rich people even richer?

So I am <Edited: Language>. I can't watch On Demand any more. At some point, the math will work out and I will have to change my service. Maybe one day, there will be competition. Maybe someone from Comcast will read this and reply with some kind of explanation. I'd like to see how this "improves my experience."

 

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1 year ago

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MNtundraRET

Gold Problem Solver

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5.9K Messages

1 year ago

The idea of a free upgrade from the Legacy Boxes being replaced flew out the window after the first month. Depending on what equipment you ended up with could include extra monthly charges.

I still have my Legacy box and no ON DEMAND.

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XfinityAlyssaA

Official Employee

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1.7K Messages

1 year ago

Good evening @user_29ad95 and thank you for reaching out on our Community Forums regarding your experience. We apologize for the frustrations as this is never how we want any of our customers to feel. We'd be happy to help with your bill concerns and take a closer look. I also see that you stated you can't watch On Demand anymore, what issues are you experiencing with your service? We'd be happy to help you further with your concerns.

To get started,  please send us a direct chat message with your full name and service address to Xfinity Support. To do so, click on the chat icon located at the top right of this forums page.

 

Here's the detailed steps to direct message us: 
 • Click "Sign In" if necessary
 • Click the "Peer to peer chat" icon (upper right corner of this page)
 • Click the "New message" (pencil and paper) icon
 • Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
 • Type your message in the text area near the bottom of the window
 • Press Enter to send your message

 

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user_29ad95

Visitor

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2 Messages

@XfinityAlyssaA​ 

I don’t have time to do this again. You have already taken "a closer look." I have done the chat thing. It was resolved, the extra cost was removed. Then I got charged again, so I called, and your colleague concluded that the charge came from attempting to watch something on demand, which is all HD now, effectively blocking former subscriptions from accessing it unless you cough up additional $$$. The cost was removed. As I logged in to post this reply, I notice the cost has been applied again (HD technology fee, another $10.99 a month). I am not accepting it, so hopefully it won't show up on my next bill. Another solution offered was to change my subscription which would be cheap for a year or two, but would inevitably shoot up if I want the channels I have now. At some point you will muscle me out of my legacy subscription,  but not yet. The price I pay to stay put is to lose on demand. It is all very tiresome. So, no, this is not an acceptable answer. Let's see if a bot answers this reply with the same schpeel. Sigh.

1 year ago

SammyFL

Contributor

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131 Messages

@user_29ad95​ I also am keeping my grandfathered triple play plan and Motorola DCX3400M DVR. 

1 year ago

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XfinityBillie

Official Employee

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2.8K Messages

@user_29ad95 I can understand the frustration if you had previously reached out regarding additional charges and it wasn't taken care of. This definitely isn't the experience we want for our valued customers. In order for us to assist you any further we do need to have you send us a DM with your full name and address. Since your concern involves billing questions we need to be able to fully access the account details and we will never discuss account specific information on the public forums to protect your account security. We would love to help you sort this out as soon you send us that DM. :)

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1 year ago

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