New Poster
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2 Messages
Told by field engineer can't use cable card + Tivo with 2gb up/down internet
Yes - the subject line makes no sense, but that's what I was told. Recently wanted to upgrade internet from 1gb down / 40 up to 2gb up/down. Also modified my cable package to the Ultimate X1 package. Made the changes online and the order acknowledged I was keeping my cable card and didn't raise any red flags. When the tech came out to install the modem he said I couldn't use the cable card with the new service and would need to get an Xfinity box. Made zero sense. How would switching to an Xfinity cable modem (from my own) impact cable tv service? Declined to do so and he packed up and left, saying the order would stay open on my account but should drop off in 30 days.
Fast forward two weeks later and I get a call from Xfinity saying there was an open order, and since my existing cable package was no longer available the system had removed it. (Great, super awesome.) Over the phone, he upgraded my cable package to X1 Ultimate without any issues with my cable card and we kept my internet at 1gb/40mb.
So it would seem there actually wasn't an issue. Or... was there? I'm so confused. Why would upgrading internet impact the cable w/ cable card side of things?
westwayneguy88888
Contributor
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244 Messages
1 month ago
do not modify your cable package, you risk losing the functionality of your cable cards
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XfinityArmand
Official Employee
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2.1K Messages
1 month ago
Hi there @acc10x! Thank you so much for taking the time to reach out to Xfinity Support. We are so glad to hear from you and want to assist in any way that we can. NO worries! You have reached out to the best team to assist. So that we can get started, please feel free to shoot us a private message with your details so that we can get a look at what went on.
To send a "direct message" / "private message" message to Xfinity Support:
• Click "Sign In" if necessary
• Click the "Direct Message" 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
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