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“Failed” self install

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“Failed” self install

Returned a DVR box at xfinity store today and received a standard box. Self installed at home, plugged in exactly the same way DVR box was being used. Did not change inputs or cords. Self install completed but immediately after viewing a few seconds of picture the screen went black. Received email that installation was successful. Black screen persisted after multiple attempts to turn off and restart. Contacted rep, after sending signals to box it was determined that self install failed and I would need to pay $60 fee to have technician come to my home. There were absolutely no issues with service with prior box, was only returning to save money. Why should I pay for “failed” self install when clearly the problem is with the Comcast equipment? I will not pay for an install when equipment and service has already been installed.
Official Employee

Re: “Failed” self install

 

Hello FDC2, I can assist you with getting your new cable box up and running properly. Do you show any error messages on the screen? Have you tried rebooting the cable box? If the equipment is not X1 or HD there may be a problem with the way your account is coded, please send me a private message with your full name, account number, and street address if you have already rebooted your equipment and still have no success in getting the picture to show.