Got a replacement box, old box still shows up

[BHelms07]

I got a replacement box for my master bedroom. The old one is returned, and the new one is set up. Problem is, in the recordings, both the new AND the old master bedroom boxes show up. Does anyone know how I can remove the old one? I will include a picture to show what I’m talking about.

[CCAndrew]

It can take a few days for the backend system to line up properly when you make a swap

[BHelms07]

Yes, but its been a while since i returned my old box and set up this new one.

[BHelms07]

Follow up: its been almost a week and its still there... hope someone can help

[Rustyben]

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@BHelms07 wrote:
Follow up: its been almost a week and its still there... hope someone can help

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during the pandemic expect many days before the old one is removed. 

[CrusherK]

I have the same issue. Been over 3 months. Nothing works. It's not listed under my account as registered device, it was returned. Reset system doesn't fix it. This is a bug in software, no method to manually delete and it appears that the software doesn't remove devices automatically. Not sure if it's designed to monitor pings from devices to maintain membership in device list.
Comcast please defect this and resolve, should be easy to reproduce and troubleshoot the code. Probably is just an oversight and missed in the design. It's very annoying and confusing for the family. I had to rename the correct device so that it has a different name from the "Master Bedroom" removed device.

I hope we get traction from Comcast on this! Really want to see this fixed. It should remove automatically and we should be able to manually delete devices.

[Rustyben]

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@CrusherK wrote:
I have the same issue. Been over 3 months. Nothing works. It's not listed under my account as registered device, it was returned. Reset system doesn't fix it. This is a bug in software, no method to manually delete and it appears that the software doesn't remove devices automatically. Not sure if it's designed to monitor pings from devices to maintain membership in device list.
Comcast please defect this and resolve, should be easy to reproduce and troubleshoot the code. Probably is just an oversight and missed in the design. It's very annoying and confusing for the family. I had to rename the correct device so that it has a different name from the "Master Bedroom" removed device.

I hope we get traction from Comcast on this! Really want to see this fixed. It should remove automatically and we should be able to manually delete devices.

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until the warehouse 'receives' it in their inventory it stays without charge on your list of equipment (not in billing as it is inactive). Covid-19 has made most things slow down or stop in procedures.. 

[andyross]

I returned a box on July 29 via UPS. It was received by Comcast on July 30. I checked a few days ago, and it no longer shows up on my account. Not sure exactly when it was removed.

[BHelms07]

No, Xfinity has Received it. Its been months since I returned it and it is fully removed from the account. The box just still shows up in the Recorded On: menu and its really annoying.

[CrusherK]

This has nothing to do with returning a box and having it removed from my account. The device is in my recording menu. Comcast was at my house with a technician/contractor who did a 1 for 1 swap. Has nothing to do with returning it to a warehouse. Still stupid that it doesn't clear after a period of time automatically or that we can't delete it from the list from one of the remaining boxes.

[CrusherK]

No official response from Comcast? Can they explain why a box remains in the Recorded on menu as duplicate with no option or method to delete it?

[Rustyben]

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@CrusherK wrote:
No official response from Comcast? Can they explain why a box remains in the Recorded on menu as duplicate with no option or method to delete it?

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this is the nature of covid-19 caused delays.  on the good side, you are not being charged for the rental of the item.

[Tek]

It takes weeks for them to clear from the system. I once has to exchange a box 3 or 4 times. Took about 4 weeks for them all to disappear from My Account and Devices. 

You can rename the returned boxes in the TV Remote app if you want them in a different spot on your list until they disappear.  

[BHelms07]

Thanks, since the box doesnt show up in the my account app I was able to rename the old one using the tv remote app! Hopefully it gets removed soon. Its been a month or two since it was returned.

[OtisDowdy]

I've got the same identical issue. Because of their "Top Notch" equipment, I had to replace all three of my X1 TV boxes - 1 DVR and 2 smaller boxes - Now I have six boxes listed, only three of which are actually in my house being used. I've contacted XFINITY numerous times and they claim they don't know what I'm talking about or say there is no way to fix the issue. I didn't have this problem with Verizon FIOS. I wish I knew how to remove the old, unused names.

[Rustyben]

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@OtisDowdy wrote:

I've got the same identical issue. Because of their "Top Notch" equipment, I had to replace all three of my X1 TV boxes - 1 DVR and 2 smaller boxes - Now I have six boxes listed, only three of which are actually in my house being used. I've contacted XFINITY numerous times and they claim they don't know what I'm talking about or say there is no way to fix the issue. I didn't have this problem with Verizon FIOS. I wish I knew how to remove the old, unused names.

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as long as the old equipment is not on your 'my account' devices it is not charged. with the pandemic in progress there are not enough employees to do all the jobs and ata entry (like check in the old set top boxes at the warehouse). Bear with them, please.

[BHelms07]

It's been months, Equipment is 100% removed from my account, still showing up...

[gwtx]

After I returned  two  X1 boxes, and multiple calls I got the boxes removed, but every time I try

to use the webpage to force a system refresh, it wont because it claims "my main tv is offline",

multiple calls to support can't seems to set the new box as the main, so I can force a refresh.

Seems receiving the box back at the warehouse, and the serial checked in, still does not mark

it as returned and off your account.

Yesterday, after being on the phone for about 2 hours to try and correct this issue, support

decided to delete all other boxes on the account, thus deactivating my cable card unit, after

someone in the "moving department"  added it back, now the cable card unit show up

twice, once under the host ID, the other under the cable card's serial number. She claimed

I would not be billed for the second unit as they dont charge for these anymore, but I

suspect next month to be billed for the extra box

SO all this has been going on since June, how long should it take to get it all straight on

a return?

Also the cable card activation number now seems to just connect to the standard 800 number support

[JulianR1]

It can take time as previously stated by Comcast Employees, and Community experts. For billing issue you should call comcast's billing department or chat online.

[JulianR1]

Sounds like an issue on the backend of production. It takes a long time for Comcast's system to catch up. Comcast rents out thier in house software RDK - Reference Design Kit. What these boxes run is RDK - V, RDK for video. Give the system time to catch up. I replaced a box back in feb of this year, and it didnt disappear until May. Give it some time. If it still shows up, contact @comcastcares on twitter or facebook. Thats how I dealt with comcast a majority of the time rather than calling in. You can also go down to your local Xfinity store if they are open and explain that your old box is still showing up. I am certain the comcast employees would say something similar to my statment here.
@CCJesseSorry for the @ but these users could use some assistance.  @ComcastJessie , I also apologize for the mention. 🙂