Frequent Visitor
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9 Messages
Lost Favorite Channels list and all Saved Content on my DVR during move
I went through the online system to set up my transfer of service / move to a house that I purchased on 8/10. My services did not work the morning of 8/10 at my previous apartment so I assumed everything was shut off there for the move. After moving, I hooked everything up at the new address, and my services were not working. I called the next day, and after talking to about 3 different people, everything was partially up and running (my second TV still does not work). This morning, I go to put on a recorded show for my 3 year old to find that everything I had at my previous address is gone. It was also giving me prompts like it was the first time the cable box was being used.
When I go to my account, both addresses still show up under my name as being active. It almost seems to me like they simply created a new account for me under this new address, but none of my info changed (phone number, user name, email, etc.).
I will also note that all of my equipment is the same as the previous address; nothing has changed. I checked the xfinity stream app as well, to see if I could still access my saved content through it, but it is empty as well.
I have been on the phone for more than 4 hours in the last 2 days trying to get this 'seamless' transfer to work so I am very frustrated.
Responses
CCAndrew
Diamond Problem Solver
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25.9K Messages
7 m ago
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ComcastChe
Official Employee
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6.1K Messages
7 m ago
Hi @kmwade,
Congrats on your new home! Thanks for posting to the Xfinity Forums to make us aware of the issues you've run into after you transferred your services. It seems as if we'll just need to go in and make sure your Comcast email address was moved to the new account and that the transfer is completed correctly on the back end. I can help get this taken care of.
Please send me a private message with your first and last name and your street address to get started. To send a private message, click on "ComcastChe" and then click send a message.
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kmwade
Frequent Visitor
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9 Messages
7 m ago
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ComcastMorgan
Official Employee
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2.5K Messages
7 m ago
So sorry you haven't received a reply, kmwade. Please try sending me a PM this time and let's see if it goes through. Thanks!
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kmwade
Frequent Visitor
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9 Messages
7 m ago
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kmwade
Frequent Visitor
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9 Messages
7 m ago
Just an update, I have received no help here so far.
I was finally able to get someone on the phone to look deeper into it and they basically said that for some reason they (comcast) did not transfer my content over to the new account before deactivating the previous account, so everything is now gone and unrecoverable.
Because of this, I will be cancelling my services and have them set up to be deactivated next week.
I am being told that I will be charged an ETF for ending my service before the end of the 2 year contract. I spoke with a supervisor about having it waived, to which he offered to waive half of it, which I declined. If it was not for issues caused by Comcast, through no fault of my own, I would be keeping my services (I would actually prefer to as opposed to the huge inconvenience this is causing me). I do not think my request is unreasonable as my account has been fairly drastically altered without my permission, and I see that as a breech of contract. If my account was the same as it was before I moved, I would happily keep my service.
Would anyone here be able to help with having the ETF waived?
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ComcastAmira
Official Employee
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2.3K Messages
7 m ago
@kmwade, it's truly upsetting to hear you feel this way and that you want to cancel your services. We absolutely do not want to lose you as a customer. We sent you a private message on the 28th, do you see that message from us in your private messages on your end?
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