New equipment for upgrade

I got an email the other day from Comcast that they wanted to upgrade my service and would send me new equipment. I received it today, two new cables, a power cord and a new remote. I followed the installation instructions, and the new remote doesn't work. I finally got to chat with a live person (supposedly). No explanation on what the upgrade was only that I got the right equipment. And if the remote doesn't work I can swap it for a new one at the local store. Anyone have a similar experience?

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XfinityThomasA

Official Employee

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1.7K Messages

2 months ago

This isn't the experience we want, user_9e5ebd! Were you able to get a replacement remote control?

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user_9e5ebd

Visitor

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3 Messages

I haven't gone to the store yet. In the meantime, the old one works fine. I'm still trying to understand about the "Upgrading your service" and getting a couple of cables, a power cord and a remote. What's the upgrade?

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2 months ago

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XfinityThomasA

Official Employee

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1.7K Messages

Did you receive a notification about end-of-life equipment, user_9e5ebd?

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

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2 months ago

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user_9e5ebd

Visitor

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3 Messages

I don't recall seeing anything about end of life. I believe it just said "Upgrading your service". I guess I was expecting more than a couple of cables, a power cord and a remote.

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2 months ago

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XfinityJeniece

Official Employee

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2.4K Messages

user_9e5ebd I would be happy to take a look at the equipment on your account as we want to ensure you have the latest and greatest!

To send a "Direct Message" to Xfinity Support:
Click "Sign In" if necessary
Click the "Direct Messaging" icon or https://forums.xfinity.com/direct-messaging
Click the "New message" (pencil and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there
- As you are typing a drop-down list appears. Select "Xfinity Support" from that list
- An "Xfinity Support" graphic replaces the "To:" line
Type your message in the text area near the bottom of the window
Press Enter to send it.

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

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2 months ago

0

X1

user_9e5ebd

New equipment for upgrade

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