Follow up on an open CR with advanced team?

We have a CR # open with the "advanced team". How can we be sure the case is actually being worked on and that we will receive notification when it is complete? The advanced team likely ran a UDB refresh and it looks like it was partially successful in allowing some shows to be deleted since the refresh occurred.

We have over 25 shows on our DVR that cannot be deleted. Will the tech team or someone manually delete shows if necessary?

Thanks for any guidance you can give us. We have already tried to follow up via phone and chat.

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Responses

XfinityBrie

Administrator

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671 Messages

4 years ago

@NFL_Fanatic13

Thank you for connecting with us on the Xfinity Support Forums.

The Advanced Repair team would make contact within 24-72 hours, usually via phone call, and leave a message if available to do so. If you haven't received a follow-up call, we can reach out to them for an update and check the status of the ticket. In scenarios where they call twice and aren't able to contact the customer, they will park the ticket for a time and then initiate a final callback attempt.

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NFL_Fanatic13

Frequent Visitor

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13 Messages

@XfinityBrie Thank you for the post. We have not received any calls yet. The good news is we are slowly able to delete shows each day. We are now able to delete most shows older than 9/28. The UDB refresh was performed on 10/3 so at this rate we may be back to semi-normal in a week. I'll reach out again if we hit another wall.

4 years ago

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user_Kaitlan

Contributor

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317 Messages

@NFL_Fanatic13 That's good news! I'm glad that things are slowly but surely on their way to normal, and that sounds like a plan! If you need anything else, we're here for you as well!

4 years ago

0

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NFL_Fanatic13

Follow up on an open CR with advanced team?

XfinityBrie

NFL_Fanatic13

user_Kaitlan

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