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Problems with upgrade of TV boxes

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New Poster

Problems with upgrade of TV boxes

I received mail and emails indicating that I needed to upgrade my TV boxes. I tried to do so on the website; I received an error every time I tried to place an order. So I started a chat with an agent. I ended up with a Gateway modem -- which I did not order, at any point. I chatted with another agent. I eventually was sent two cable boxes, a larger and a smaller. I tried to install them today. I followed the instructions, and both were powered on, but there was no signal for either device. I started a chat with a fourth agent, was disconnected several times. The agents kept wanting to send new signals to my TV boxes, even though I said the problem was apparently manual and the boxes weren't actually connected. I tried to call but was repeatedly blocked from speaking to a live person. I reinstalled my old equipment and will return the Gateway modem mistakenly sent to me as well as the two upgrade boxes which apparently did not work to an Xfinity store. Altogether a highly frustrating experience that took over a week and more than four agents to not even accomplish something Xfinity told me I needed to do in the first place. 

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Official Employee

Re: Problems with upgrade of TV boxes

Hi @annejumps

Thank you for posting to the Xfinity Forums. When we identify End Of Life equipment on an account, we will notify customers by email. I'm sorry for the experience you've had while trying to have your equipment replaced. I wanted to connect with you to see if you were able to get this taken care of? If not, I want to chat with you in a private message to ensure your equipment is up to date, and no other issues arise with your services by using the old equipment. Please send me a private message with your full name, as it's listed on the billing statement. Click on my name ComcastChe, then click Send a message.


I am an Official Comcast Employee.
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