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Missing Channels

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New Poster

Missing Channels

I am missing all my channels above 829.  I've sat on hold 3 times with someone (when I could get through) for over an hour.  I received a "new" DVR box.  The new one was the wrong box (it was an "old" Motorolla box)  and I could tell it already in pretty poor condition (all scratched up)!  Plugged it in and got nothing!   I did speak with someone who informed me it was the wrong box and now I have to send it back.  I understand that Comcast is understaffed and I understand that this is a difficult time, but I haven't had most channels for over a month and it looks like it's going to be at least another month before this can be fixed.  I shouldn't have to keep paying for channels I don't get.  I would like to get a credit on my bill, but apparently no one I am able to reach has the authority to do that!  It's absolutely ridiculous that I should have to keep paying for TV channels I can't even watch.  How do I reach someone who can take care of this???

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Official Employee

Re: Missing Channels

Hi meech627. Welcome to the Xfinity Forums and thank you for creating your first post. Apologies for any confusion with your equipment. I can assist with getting an order placed for the correct equipment needed. To get started, please send me a private message and include your full name so I can assist you.


I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
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New Poster

Re: Missing Channels

Hello Comcast,

We also spent time with on-line support trying to get all of our channels on both TV's.  The person we worked with ordered a new "remote box" for the second TV but we are scepticle that this will fix the problem since the second TV gets many of the channels we pay for but not the premium channels like HBO or TCM, MLB etc.  Please advise the solution.

Thank you.

JZ Farrell