Cable TV to FLEX and back again

[mikehami]

My story:

I had regular cable TV about a month and a half ago. The bill was large. So I decided to switch to FLEX and use ROKU. My 83-year-old father did not like the switch and I myself found the switch cumbersome. So a week into FLEX I went into the Xfinity store and made the switch back to regular cable TV. Got a fair deal, new equipment, and hooked everything up. So I go through the setup process and get an error message "Sorry your box needs to be updated." " This TV box does not support your new FLEX service."

I've been on the phone with tech support 3 times and had two visits from a technician. No help. The last thing I was told was that as of three days prior to the last tech visit there is a known issue. "Give us a week. We'll send another tech and see if everything is working." As of today,about 7 days later,  still not working.

If this is a known issue I'm looking for anyone that has experienced this problem.

[AdeleH]

@mikehami Hey Mikehami, I am having the exact same issue and just posted this problem myself. I have been on the phone over 5+ hours with customer service and have had 2 technicians come out to my house as well. I was informed this is a national issue and that I would need to wait 1 - 2 weeks, very very frustrating!!!!!!

I feel like this issue has zero traction with Comcast despite being a "national issue" so hopefully more people with this issue start posting so it's on Comcast's radar.

I empathize with you on this problem!!!!

A

[mikehami]

Very frustrating indeed!!!

[Rustyben]

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@mikehami wrote:

My story:

I had regular cable TV about a month and a half ago. The bill was large. So I decided to switch to FLEX and use ROKU. My 83-year-old father did not like the switch and I myself found the switch cumbersome. So a week into FLEX I went into the Xfinity store and made the switch back to regular cable TV. Got a fair deal, new equipment, and hooked everything up. So I go through the setup process and get an error message "Sorry your box needs to be updated." " This TV box does not support your new FLEX service."

I've been on the phone with tech support 3 times and had two visits from a technician. No help. The last thing I was told was that as of three days prior to the last tech visit there is a known issue. "Give us a week. We'll send another tech and see if everything is working." As of today,about 7 days later,  still not working.

If this is a known issue I'm looking for anyone that has experienced this problem.

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I have escalated your issue to the Comcast Team available to these forums. Check back often for a reply in this thread from a Comcast Official Employee.

[ComcastMorgan]

Hello and good morning, mikehami and AdeleH. Sorry to hear about the difficulties you're experiencing after adding flex. We want to help! Please send me a PM with your first and last name so we can take a look at your accounts and go from there. 

To send a private message, please click my name "ComcastMorgan" then select "Send a Message" on the right side.  

Thanks!

[AdeleH]

Hey @mikehami , I wanted to follow up and let you know that my issue was resolved today!!! I wanted to follow up and let you know so hopefully you can get the issue fixed for you as well if you're not up and running yet!

Like every other day when I power cycled the DVR (unplug, wait 30 seconds, power back on) the DVR came back up with our favorite screen. I called in to the customer support line (I dialed 800-266-2278) and did the auto attendant power cycle where it calls you back in 20 minutes to see if the issue was resolved, surprise, it wasn't.

The callback then connected me to a customer service rep. I figured what the heck, verified my account and started explaining my situation for the millionth time to the rep. While I was talking my service STARTED working on my DVR!!! After asking what happened, the rep informed me that they did a "complete account refresh on the backend" and this fixed it the issue for me!!!

I never heard from anyone on the forums that are official Comcast Reps unfortunately but I really hope this helps you in resolving your issue! Going to copy this reply into my thread as well so hopefully others can get some resolution.

Hope you have a great week @mikehami and you get your issue resolved!

A

[mikehami]

My DVR is working also. But my internet speed is still not where it's supposed to be. ANOTHER tech coming on Wed. Sent a message to tech support but have not heard back yet. I'm glad to hear your good news.

Mike

[ComcastMartin]

Hi there, @mikehami, 

We do not show a private message in our system from you. Can you try sending us your info one more time? (Full Name and Service Address) Thank you so much! 

To send a private message, please click my name "ComcastMartin" then select "Send a Message" on the right side.

[ComcastAmira]

Hello @AdeleH, thanks for reaching back out and letting us know this! We are so delighted to hear everything is now working on your end. Sorry we were not able to get back to you sooner, but please do let us know if we can be of any assistance. Thank you!