Secondary TV boxes not working

Secondary TV boxes have not worked all day, main box is working though. I have been unable to get through to support either on phone or through their so called chat.

When can we expect a resolution and what kind of compensation will we receive for an outage lasting 8+ hours now?

Responses

Jeffver

New Poster

•

3 Messages

2 months ago

Shocking that xfinity has not commented yet. (Sarcasm)

0

U

user_aazleh

1 Message

2 months ago

insanity. i've called, the AI chat sucks, no follow up, can't get a call back, absolutely the worst service around. Still down and waiting for a call or the chatbot each time is miserable

4

0

U

I was able to reach tech support by phone twice today to try to resolve this issue. They tried to reset the small boxes remotely with no luck. Was informed that a resolution is expected by 10:30am CDT tomorrow (Friday). Did already receive an email with a credit for the outage.

Like

Reply

2 months ago

0

user_lfnue8

New Poster

•

2 Messages

Wow, I never have received a credit, mine is still out and they originally last night scheduled a tech to come out but said today if is affecting all comcast secondary boxes so it is not a box issue but something they are fixing on their end, she said it is resolved, I said no it is not and that was 12 noon eastern time zone, she had no time frame. So annoying

Like

Reply

2 months ago

0

XfinityShawn

Official Employee

•

1K Messages

user_aazleh Our team can definitely help you if you're having some issues. To send a direct message, please click on the chat icon in the top-right corner of the screen, and select "Xfinity Support" to initiate a Direct Message.
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
Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "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

Like

Reply

2 months ago

0

XfinityEricB

Official Employee

•

1.7K Messages

user_lfnue8 Thanks for reaching out with your secondary box issue. If it's still having an issue we would be happy to help get this resolved for you.

Can you send us a direct message with your full name, name of account holder (if different), and service address please?

To send a "Direct Message" to Xfinity Support:

Click "Sign In" if necessary

Click the "Direct Messaging" icon (speech bubble)

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

Like

Reply

2 months ago

0

XfinityMarcos

Official Employee

•

1.9K Messages

2 months ago

Hello scootypuffsr, TV issues are always a pain, and I'd love to help get this figured out with you. I'd like to ask a few clarifying questions to make sure we get started on the same page, and get the next best steps from there. Are you getting any error codes or error messages on those secondary devices? Could you please also provide a bit more detail regarding what you're experiencing on your end? If you're going through a known service interruption, we've actually made it super easy to view the same updates I have access to as well as self-service steps to get a credit. This Hyperlink can help walk you through those steps. As a friendly reminder for next time, please hold off on sending a DM until being requested by an official employee. Sending an unsolicited DM is a violation of our Forum Guidelines.

2

0

S

scootypuffsr

3 Messages

@XfinityMarcos This was due to the outage you were having on 9/19 where you pushed out a bad update to the secondary boxes during the nightly update. My boxes eventually received a new update xfinity pushed out that evening and came back online. Its really a shame 1) you were not aware of this issue and 2) that during the outage I could not contact support and had to resort to using your forums to try and get answers and an ETA.

Like

Reply

2 months ago

0

XfinityEmilyB

Official Employee

•

1.7K Messages

@scootypuffsr Thank you for posting on our forum so we can make sure your Xfinity services are working properly. This page is a great place to get help with any questions or concerns you run into regarding your Xfinity experience. I'm so glad to hear that your boxes are working again :).

If you don't have it already, check out our Xfinity Stream App, which lets you watch TV when you're away from your cable box, access On Demand content, and even view/schedule new recordings. I personally love it! You can learn more here.

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

Like

Reply

2 months ago

0

X1

scootypuffsr

Secondary TV boxes not working

Was this helpful?

Jeffver

user_aazleh

user_arvs1z

user_lfnue8

XfinityShawn

XfinityEricB

XfinityMarcos

scootypuffsr

XfinityEmilyB

New to the Community?