New Poster
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2 Messages
Cable tv freezing and restart problems
I have regular freezing of an X16 box and need to restart it every day. I replaced the box, had a service call a few months ago which helped but the problem continued. An Xfinity service person worked on it last Friday and noted a marginal signal coming into our home. He replaced the line from the street to our house. Over the weekend the problem became worse impacting other TVs with freezing and dropouts triggering restarts often during critical moments in several sport events. I temporarily switched to the stream app with mirroring to the tv.
Over the weekend, after working my way through the nearly completely dysfunctional AI bot and calling many numbers I scheduled a service visit for earlier today. My appointment from last Friday is still open so the AI Bot tells me my technician who arrived last Friday is late, there is no appointment scheduled for today and a crew is scheduled to bury the new line today for a system that is not working.
Please tell me how to schedule a service visit - neither the AI bot nor the Comcast service team nor the Comcast corporate complaint team have been able to do that.
it is clear that I need an onsite service call without anymore remote troubleshooting for an intermittent yet very regular problem.
Call me frustrated with an organization I highly respected until the last 2 months
XfinityGabriel
Official Employee
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3.5K Messages
1 hour ago
Thank you for taking the time to share these details. I can completely understand your frustration as a video customer myself. Especially after replacing equipment, having multiple service visits, experiencing interruptions during sporting events, and then running into issues trying to schedule additional support. That is not the experience we want for you. Based on everything you've described, it sounds like you've already completed extensive troubleshooting and have had recent work performed on the outside line. We definitely want to take a closer look at the account, the open technician order, and the status of any pending appointments so we can determine the best path forward. To get started, would you mind sending us a direct message with your first/last name and full address by clicking the "direct message" icon on the upper right page of the forum page? Once you click on that, click the "Start new conversation" (pencil and paper) icon. In the 'To:" line, input our shared handle "Xfinity Support" to send us a direct message, and we'll review the open service visit from last Friday, check for any appointment scheduling issues, and work to get this properly addressed. We appreciate your loyalty and the opportunity to help turn this experience around.
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