Louanne_roser's profile

New Poster


2 Messages

Sun, Nov 17, 2019 7:00 AM

No high definition

Hello, I transferred equipment from one account to another. Before switching, all of my TVs worked great with high definition which is included in my package on the new account. Since I switched accounts yesterday I have spent 8 hours across a 18 hour span trying to get 8 different tech individuals to figure why the signal is not coming thru and my extra tv box now has error xre-10007 that no tech can fix either. I was told by 7 techs that everything on their end is correct until the last guy this morning who said they aren't receiving a signal back. Dont know who is handing me a line and couldn't get transferred to a tier 3 . Any ideas what could be wrong. Should i just get new boxes tomorrow. Also just to let you know when i switched accounts i added internet so i dont know if that could be causing issues.

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Gold Problem Solver


25.9K Messages

2 y ago

Either the boxes aren’t on your account properly or not activated properly. I’ve escalated it up to a colleague to take a look at your accounts, expect a response here

Official Employee


1K Messages

2 y ago

Hi there, Louanne_roser. Thanks for posting here for support. It's frustrating to hear about the complications with your HD picture/service. Andrew is correct, that the issue is more than likely caused by one of the two situations he mentioned. We would like to review your account in order to let you know what in fact is causing it in your case here and what we need to do to fix it. Please send us a private message with your name (first and last) and we will continue from there. 


To send a private message, please click our name "Comcast_Support" then select "Send a Message" on the right side.


Thank you much. 


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