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user_ea12fa
1st Topic

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3 Messages

Wednesday, September 28th, 2022 9:08 PM

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TV rendered unrepairable after "upgrade"

Our neighborhood went through an unannounced "system upgrade" last Thursday and Friday 9/22 and 9/23. Had no internet TV or Cable for 36 hours. Upon being notified the upgrade was finished, my main TV no longer worked, showing only vertical lines. 3 year old smart TV from Vizio, 55 inches, all was well prior to the "upgrade" Vizio tested it remotely and found it unrepairable as the motherboard is fried.  Of course my extended warranty of two years expired in July. Was told to go into an Xfinity Store to make a claim in person and was told there they could not take the claim. There has to be someone that can accept a claim and consider the circumstances. All I know is the TV worked fine before the upgrade and now it doesn't work. Can't be a coincidence. 

Question

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Updated 

3 years ago

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XfinityRoberto

Official Employee

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1.7K Messages

3 years ago

Hi there and welcome to Comcast! Thank you so much for reaching out to us about your TV concerns. You are in the right place and I am happy to assist you with this today. Now was there a technician that went into your home and do any work? 

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user_ea12fa

Visitor

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3 Messages

@XfinityRoberto​ Yes the technician came on Monday September 26 and checked my system and confirmed the TV was damaged since the signal coming into it was working. It was working fine before the upgrade on September 22-23, and did not work after the upgrade was finished on September 23. There was a 36 hour outage during that time of all my cable, internet and phone.

3 years ago

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XfinityGabby

Official Employee

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1.5K Messages

Thank you for those details, we can certainly open a ticket for further investigation. Please send a Direct Message with your full name and address. 

 

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3 years ago

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Andyr1

Gold Problem Solver

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8K Messages

3 years ago

I don't see any way a system upgrade could damage a TV. There is no high voltage or anything else. If anything would be damaged, it would be the cable box or modem, not the TV.

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