TV is included in my package as I am a member of a community but does not show up in my accound

I recently moved into a new unit in my complex, where wifi and cable are included thru xfinity communities. Recently my cable box (the new one I was issued for my new unit) stopped being able to display TV as it shows an error that my account has gone through recent updates. Looking at my account online it does not show me subscribed to a TV package, however when I try to add one to my plan it tells me that it is included with my service as part of where I live.

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XfinitySara

Official Employee

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2K Messages

1 day ago

Hey there, @user_yeafle! Thanks for posting about this in the community forum. You're in a great place for support! Our team is awesome to work with, and something like this will need a closer look. Could you please send our team a direct message to continue?

To send a direct message:

Ensure you are first signed in, then you will see a chat box icon at the top right of your page. Click that or follow this link here: https://forums.xfinity.com/direct-messaging
From there, click the 'New Message' icon. In the 'To' field, type 'Xfinity Support'.
Type your message in the text area that appears at the bottom of the window and hit enter to send. An official employee, such as myself or whoever is first available, will respond.

To expedite your request, we ask that you please include your name and the service address alongside a detailed summary of your request/question. Thank you!

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user_yeafle

TV is included in my package as I am a member of a community but does not show up in my accound

XfinitySara

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