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Deactivation of Older Versions of Cablecards in Early January.

Rew452
Frequent Visitor

Deactivation of Older Versions of Cablecards in Early January.

What Happened:

 

I have had a SiliconDust Prime Tuner since 2013 on my system for recording purposes.

Early January I notice the turner was not getting authorization from the network.

Called to have it reactivated.

After some time on the phone with the Tech it was determined that you (Comcast) had removed older Cablecards and mine was one of them, from the network and it had to be replaced with a newer version.

Tech ordered a replacement Cablecard of the new version.

The order somehow became 2 each Cablecards and each was sent via UPS in separate boxes.

Why, they are only slightly larger than a credit card. One Shipping box could easily be packed with 10 or more Cablecards.

So, for each card you billed me $15 shipping, $30 Total!

I asked, Why did Comcast not send out any notification prior to removing a customers device from the network. Better yet why did they not just send a new Cablecard before making changes?

I was told, Oh you are wrong, We always notify a customer prior to deactivating old equipment. We send emails. Wrong I check my email history for months before and there were not any emails addressing this hardware change!

 

You pride yourself on customer support, for this action you Flunk!

Again
Expert

Re: Deactivation of Older Versions of Cablecards in Early January.


@Rew452 wrote:

What Happened:

 

I have had a SiliconDust Prime Tuner since 2013 on my system for recording purposes.

Early January I notice the turner was not getting authorization from the network.

Called to have it reactivated.

After some time on the phone with the Tech it was determined that you (Comcast) had removed older Cablecards and mine was one of them, from the network and it had to be replaced with a newer version.

Tech ordered a replacement Cablecard of the new version.

The order somehow became 2 each Cablecards and each was sent via UPS in separate boxes.

Why, they are only slightly larger than a credit card. One Shipping box could easily be packed with 10 or more Cablecards.

So, for each card you billed me $15 shipping, $30 Total!

I asked, Why did Comcast not send out any notification prior to removing a customers device from the network. Better yet why did they not just send a new Cablecard before making changes?

I was told, Oh you are wrong, We always notify a customer prior to deactivating old equipment. We send emails. Wrong I check my email history for months before and there were not any emails addressing this hardware change!

 

You pride yourself on customer support, for this action you Flunk!


Do you read the notes on your billing statements?  Notifications of changes are usually found there.


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ComcastAbbie
Official Employee

Re: Deactivation of Older Versions of Cablecards in Early January.

Hello, thank you so much for reaching out with your concerns on Xfinity Forums. We appreciate any feedback you can give us. I want to look further into your concerns with the deactivation of your cable card and your shipping charges. Please send me a private message and include your first and last so I can assist you. To send me a Private Message, please click my name “ComcastAbbie” and click “Send a message”


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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.
Was your question answered? Mark the post as Best Answer!
ComcastJeniece
Official Employee

Re: Deactivation of Older Versions of Cablecards in Early January.

We want to thank you for reaching out on the Community Forum for support with your Internet Connectivity issue. We are glad we were able to resolve your issue. Never hesitate to create another public post for any of your future account and service needs!


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.
Was your question answered? Mark the post as Best Answer!