U

Visitor

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2 Messages

Mon, Sep 26, 2022 9:46 PM

Box needs to be updated

So I am on my last straw dealing with Xfinity… we recently decided to add cable at our home after just streaming for a few years so that we can watch football this fall. Streaming has been a little unreliable, so we wanted to get back to regular cable. 

We are now at week 5 of football season with no working cable. I have spent no less than 6 hours on the phone with technicians who haven’t been able to help. We originally ordered the ultimate package, and we received a flex box. The flex box doesn’t connect to a cable in the wall, so it is not what I need. Three times I called they talked to me for about an hour each and then just sent me ANOTHER flex box. 

I went to the store and the lady seemed to understand exactly what the issue was (I never got the correct box with a cable line to the wall). She gave me the right box and now I get a message saying “Sorry, your box needs to be updated.” 

This issue has been troubleshooted over the phone three times now with the same result - they reassure me that it will work within an hour, but inevitably I end up right back where I started. 

I’m on the phone now with a rep and asked him if he can see how many times I’ve called - 17 times!!!

I would love if someone on this forum can help.  At this rate, I wouldn’t recommend Xfinity cable TV to my worst enemy!  Save your money and cut the cord!!

Visitor

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2 Messages

2 months ago

Quick update here - after another 30 minutes on the phone, they said that they could schedule a technician to come to the house for $100. If anything I need a $100 credit for all this trouble. Being transferred to the cancellation department now… money will be better spent with DirectTV. If anyone cares to keep my business feel free to contact me. 

Rustyben

Expert

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24.5K Messages

2 months ago

lot going on here. You posted in X1 area of forum which is at a minimum xfinity internet and xfinity TV service. Does your remote have numbers on it to select channels?

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