Error code TVAPP-00500

I have been a loyal Xfinity customer for 16 years, but the cost of my service has become too expensive—over $200 a month. After Ezee Fiber came to my neighborhood offering comparable service at a much lower price, I called Xfinity to switch to their streaming service to lower my bill.

When the representative asked why I wanted to switch, I simply asked, "Would you pay over $200 every month?" He paused, and eventually helped me make the change.

Unfortunately, after only one hour of using the streaming service, I received error code TVAPP-00500 and completely lost access to my live TV and channels. I spent over an hour on the phone with Xfinity technical support, and they were unable to resolve the issue.

To make matters worse, I was told they would need to send a technician and that I could be charged $100 if they determined the problem was on my end. I find that unacceptable. The issue started immediately after Xfinity changed my service, and now I'm being told I may have to pay to fix a problem that only occurred because of the switch they made.

After 16 years as a loyal customer, this is extremely disappointing. Instead of rewarding long-term customers with fair pricing and reliable service, I feel like I'm being penalized for trying to lower my bill. Xfinity should resolve this issue at no cost and do a better job of retaining loyal customers.