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6 days without a DVR and counting

Contributor

6 days without a DVR and counting

So last Saturday morning, 06/09/18, we had two short power outages at our house and our DVR stopped working. I followed troubleshooting steps found on the xfinity support website such as unplugging it for 5 minutes and xfinity sending a signal to the DVR but nothing worked. It kept giving an error code of E 1:26 with an otherwise blank time indicator.

Being the weekend I didn’t call to have a tech come out so I waited until Monday to go online and setup an appointment. 

The soonest anyone could come out would be Wednesday, 06/13/18. Tech came out and confirmed the 10 year old DVR was fried due to the power outage and replaced it. 

Later I noticed he replaced our DVR with a HD set top box. We tried to somehow get a hold of the tech by calling the local Comcast store but that didn’t work. Thursday I went online to support and was told they could send us a new DVR but would take a few days. By this time my wife, the main DVR watcher was livid.

 I got online again on Thursday to contact their support through chat and this guys quoting how much extra it’s going to cost per month for a dvr. I told him we just wanted our damaged one replaced and then he tells me it will cost $39.99 for a service technician to come out. I told him we pay extra per month for service calls and repairs. He said sorry!

This morning I look online at our devices and see we don’t have a dvr listed. Our bedroom had box is now set as the living room box and we are still without a dvr to replace the one that got fried 6 days ago and come to think of it the tech that came on Wednesday didn’t have me sign anything when he took our damaged dvr.

The whole thing has been a nightmare. But hey, I just paid my monthly $200.00 cable bill so I’m sure someone’s happy.

Expert

Re: Terrible Xfinity Experience

I've asked a Comcast employee to help you. You should expect a reply in this thread. 


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Contributor

Replace a DVR with an HD Box??

Is it normal practice when your DVR goes bad that the technician replaces it with a Standalone HD box and not another DVR?

That is what happended and I am not sure if the tech made a mistake or what because now we have no DVR listed in our devices and all this brings on other problems like a change in our monthly billing because now we are going to be charged an extra $9.99 for a DVR even though we had one all along.

 

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Official Employee

Re: Replace a DVR with an HD Box??

 

Hello timberline, I am more than happy to assist you with getting your old cable box model back. Please send me a private message with your full name, street address, and account number by clicking on my name (ComcastAmir) and then "private message me".


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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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Official Employee

Re: Terrible Xfinity Experience

 

Hello timberline, I am more than happy to address your concerns. I replied to your initial post, please reach back out to me there for further assistance. 


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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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Contributor

Re: Terrible Xfinity Experience

The answer that solved my problem was that word go to the technician that the wrong cable box was installed. An appointment was made for reinstallation of a DVR box, the correct box and the technician came a day early of the appointment and installed it which I thought was good customer service on his part.