dkg's profile

Visitor

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2 Messages

Tue, Apr 13, 2021 8:04 PM

Multple returnd boxes still on my account

I had a box that died.  They sent me a new one.  I returned the dead one.  The returned box still shows up on my account.  Istill get charged for it every month.  Now, the box I received a a replacment has died and they have sent me out two boxes in a row that are the wrong type of cable box for the X1 system.  I now have 5 cable boxes that are on my accont.  I was told the only way for me to resolve the issue is to go to my local Comcast store (an hour away, in a pandemic) to dispute the equipment charges, prove I don't have them, to get them removed from my account!!  Can someone from Comcast please help me with this!!!   Also, I get an error when I try to change my plan throught the website.  I keep gettign told that the issue has been resolved, but I still cannot change my plan.  I get an error telling me i have to contact an agent.  The agents can't hwlp me, they siad it's a code error.  I'm about ready to dump Comcast altogether.  

Responses

ComcastBrie

Official Employee

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136 Messages

24 d ago

Hi there @dkg Thank You for posting to our forums. We're able to assist with both concerns. An equipment dispute does not need to be performed in person, we can submit the dispute digitally. We will verify the equipment you do have on the equipment vs. the equipment that was returned, and provide credits for equipment that has been returned. If you still have equipment that needs to be returned, it can be returned via UPS by a store drop-off or by scheduling a contactless pick-up from our partners at UPS. https://comca.st/3dlJ6bU

 

There are some limitations on making plan changes online at this time. In most cases, plan changes have to be performed by a Comcast representative, such as myself, especially if the account is in an existing promotional discount or plan. We can go over the existing plan and then find a plan that best suits your needs.

 

Could you please start a peer-to-peer chat so we can better assist?

 

1. In the top right corner, you'll see a little chat icon. Click this "Peer to peer chat" icon or follow  https://comca.st/3tmxZ8d
2. Click the "New message" (pencil and paper) icon
3. In the 'To' line, type "Xfinity Support" there. A drop-down list appears. Select "Xfinity Support" from that list (an "Xfinity Support" graphic replaces the "To:" line)
4. Type your message in the text area near the bottom of the window
5. Press Enter to send it. An official employee, such as myself or whoever is first available, will respond.

 

Please include your name, the account holder name as it appears on the account (if different), and the current service address.

 
I look forward to helping out.
I am an Official Comcast Employee.
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Visitor

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2 Messages

@ComcastBrie

A Comcast agent called me this week and she was able to remove the boxes from my account. It looks like Comcast has finally shipped the correct type of cable box for X1. The agent that called me is going to check in with me on Thursday evening to make sure it is indeed the correct box and that service has been restored.

Why have the option to change your plan on the website if it not operational? Makes no sense! I have not been in a promotional or discount plan for sometime (that I am aware of).  I don’t want to have to call and deal with an agent trying to up-sell me or otherwise try to change my mind.   Even if my issues are resolved, I am seriously considering getting rid of the TV plan - it costs more and more all the time and there are very few broadcast channels that actually get watched.  I would get rid of Comcast altogether, but there aren't any other options for Internet to our house.  

Official Employee

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155 Messages

@dkg I am happy to hear you spoke with someone regarding the cable boxes. I hope we got all of that resolved. I know they stated they would reach out yesterday, did we ever call and follow up? 

 

I do understand your concerns with not wanting to call us to review plan options. The reason I love my team here is because we will never push to upsell you, and will always provide the best possible plan options. We would hate to lose you as a cable customer, and I'd be happy to check on new promotions if you wanted? 

I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!tick

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