Contributor
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67 Messages
Got a replacement box, old box still shows up
I got a replacement box for my master bedroom. The old one is returned, and the new one is set up. Problem is, in the recordings, both the new AND the old master bedroom boxes show up. Does anyone know how I can remove the old one? I will include a picture to show what I’m talking about.
BHelms07
Contributor
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67 Messages
5 years ago
It's been months, Equipment is 100% removed from my account, still showing up...
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gwtx
Contributor
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72 Messages
5 years ago
After I returned two X1 boxes, and multiple calls I got the boxes removed, but every time I try
to use the webpage to force a system refresh, it wont because it claims "my main tv is offline",
multiple calls to support can't seems to set the new box as the main, so I can force a refresh.
Seems receiving the box back at the warehouse, and the serial checked in, still does not mark
it as returned and off your account.
Yesterday, after being on the phone for about 2 hours to try and correct this issue, support
decided to delete all other boxes on the account, thus deactivating my cable card unit, after
someone in the "moving department" added it back, now the cable card unit show up
twice, once under the host ID, the other under the cable card's serial number. She claimed
I would not be billed for the second unit as they dont charge for these anymore, but I
suspect next month to be billed for the extra box
SO all this has been going on since June, how long should it take to get it all straight on
a return?
Also the cable card activation number now seems to just connect to the standard 800 number support
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JulianR1
Contributor
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99 Messages
5 years ago
It can take time as previously stated by Comcast Employees, and Community experts. For billing issue you should call comcast's billing department or chat online.
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JulianR1
Contributor
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99 Messages
5 years ago
Sounds like an issue on the backend of production. It takes a long time for Comcast's system to catch up. Comcast rents out thier in house software RDK - Reference Design Kit. What these boxes run is RDK - V, RDK for video. Give the system time to catch up. I replaced a box back in feb of this year, and it didnt disappear until May. Give it some time. If it still shows up, contact @comcastcares on twitter or facebook. Thats how I dealt with comcast a majority of the time rather than calling in. You can also go down to your local Xfinity store if they are open and explain that your old box is still showing up. I am certain the comcast employees would say something similar to my statment here.
@CCJesseSorry for the @ but these users could use some assistance. @ComcastJessie , I also apologize for the mention. 🙂
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