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Channels missing, HBO only shown

New Poster

Channels missing, HBO only shown

Ive been using the Stream app on Roku and multiple PC's in my home for a year now.

10/7/18-Channels disappeared, HBO only thing shown-cant watch says no subscription

10/12-erased app, downloaded again entered i nfo-same deal

10/13-checked web portal on multiple PC's at home same deal

10/14- spent 2 hours on phone, ran through all 4 people, promised a callback 7am.

10/15-no callback, 3.5 hours most on hold, was told I would get a callback if DC.

            -8:58pm after another 30 minutes got to guy who was supposed to help me, he says- Hey I just tried calling you. THEN HANGS UP.

10/16 spend 2 hours AGAIN on phone, gateway specialist, video repair specialist, finally someone who promised to help, says the department that can help is closed. He promises to call me back at 530 CST to personally put me in touch with someone to help. It is now 7:18 CST with no call. I know if I call and explain my problem to the 11th person and they have me power cycle my modem I am gonna lose it. How is this customer service. I hope someone reads this. The worst part is now I have to call again, say Agent like 35 times, verify my account and waste another 2 hours of my life to have someone either hang up on me (I am pleasant to the workers) or get my hopes up for a callback and fix and dont get either. COME ON GUYS! Can I threaten to cancel to go get some sub par internet from competitors?? Not even an option and they know this. Dang feels good just to tpye this anger out. Time to yell agent at a computer for 10 minutes and then listen to some sweet caribbean music for 3 hours.

Expert

Re: Channels missing, HBO only shown

this is posted in the stream app area. do you have a smart device (phone/tablet) that uses iOS or android operating system to determine if the stream app is working properly for your account? have you just moved from one address to another address (or apartment)? did you just change out the cable modem/gateway? Do you have just one modem installed? are you able to log into the Xfinity myAccount app, select the internet tab and select the modem shown and verified the numbers on the myAccount app match the number on your modem (HFC MAC address)?



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New Poster

Re: Channels missing, HBO only shown

Sweet did you just read the title and move on? Ive checked this issue across 5 devices, after spending another hour on the phone I was told I have 2 accounts somehow and it caught up somehow. After being on the phone last night for 1 hour and 33 minutes, The dude PROMISED to call me back today at 430pm (which I left work early for and guessssssss what!!>???) Nothing. He said if i didnt answer they would leave a message. NOPE. This is a farce. 7 hours on the phone last 3 days and here i go to call again. 

Expert

Re: Channels missing, HBO only shown

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.



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New Poster

Re: Channels missing, HBO only shown

I have same exact issues
Expert

Re: Channels missing, HBO only shown


@Gkent wrote:
I have same exact issues

then watch for the Official employee to reply to the posts above your post.



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I am a Customer Expert volunteering my time to help other customers here in the Forums.
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Official Employee

Re: Channels missing, HBO only shown

Hi @Mzrm1031 and @Gkent

 

Welcome to the forums! Sorry for the experiences you are having with your services. I know it can be frustrating to have to repeat yourself and being told you are going to be called back and no one does. I'd like to see if I can help change your experience. 

 

Please send me a message by clicking on my name, "ComcastChe" then click send a message.

 

In the body of this message please verify your first and last name, and the name of the account holder if it's different than yours.


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