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Upgrade Your Equipment

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Upgrade Your Equipment

I received an email notifying me that an upgrade to my main TV box is available. I have attempted several times to complete the upgrade and get an error message every time.


In the online Status Center for my account the main TV box is marked as "Cannot connect to device". The other two DTA boxes are marked as "unavailable". I have followed the prompts and "restarted" the main TV box only to get a message that the box cannot be connected. I have power cycled the main TV box as well. 


I have placed this same message to the online "assistant" and get nothing other  than a message that I may be able to upgrade my equipment - lol - not!


I should note that we are not experiencing an outage. We receive the TV signals and all channels on all three TVs. 


I have looked on the website for any chance of an actual customer service link - a phone number? and online chat? The only one that appears to exist is the "assistant" - obviously only a virtual assistant and not someone manning a chat room. 


Any suggestions?



Official Employee

Re: Upgrade Your Equipment

Hello etierneyfamily. I can assist with reviewing your account and the equipment upgrade notice you received. To get started, please send me a private message and include your full name and service address so I can assist you. To send a private message: click my name (ComcastJoeTru) to view my profile. Then click the link that says "Send a message" and there you can private message me. 

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.
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