Community Forum

Lost Favorite Channels list and all Saved Content on my DVR during move

Highlighted
Frequent Visitor

Lost Favorite Channels list and all Saved Content on my DVR during move

I went through the online system to set up my transfer of service / move to a house that I purchased on 8/10.  My services did not work the morning of 8/10 at my previous apartment so I assumed everything was shut off there for the move.  After moving, I hooked everything up at the new address, and my services were not working.  I called the next day, and after talking to about 3 different people, everything was partially up and running (my second TV still does not work).  This morning, I go to put on a recorded show for my 3 year old to find that everything I had at my previous address is gone.  It was also giving me prompts like it was the first time the cable box was being used.  

 

When I go to my account, both addresses still show up under my name as being active.  It almost seems to me like they simply created a new account for me under this new address, but none of my info changed (phone number, user name, email, etc.).

 

I will also note that all of my equipment is the same as the previous address; nothing has changed.  I checked the xfinity stream app as well, to see if I could still access my saved content through it, but it is empty as well.  

 

I have been on the phone for more than 4 hours in the last 2 days trying to get this 'seamless' transfer to work so I am very frustrated.  

Highlighted
Diamond Problem Solver

Re: Lost Favorite Channels list and all Saved Content on my DVR during move

It’s been escalated to an Official Employee to check the status of your transfer

I am a Retired Official Comcast Employee
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark a post as the Best Answer!
Highlighted
Official Employee

Re: Lost Favorite Channels list and all Saved Content on my DVR during move

Hi @kmwade

 

Congrats on your new home! Thanks for posting to the Xfinity Forums to make us aware of the issues you've run into after you transferred your services. It seems as if we'll just need to go in and make sure your Comcast email address was moved to the new account and that the transfer is completed correctly on the back end. I can help get this taken care of. 

 

Please send me a private message with your first and last name and your street address to get started. To send a private message, click on "ComcastChe" and then click send a message. 

 

 


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.
Was your question answered? Mark the post as Best Answer!
Highlighted
Frequent Visitor

Re: Lost Favorite Channels list and all Saved Content on my DVR during move

I sent a PM as well as the follow up information requested and have not received a response in 4 days.
Highlighted
Official Employee

Re: Lost Favorite Channels list and all Saved Content on my DVR during move

So sorry you haven't received a reply, kmwade. Please try sending me a PM this time and let's see if it goes through. Thanks!


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.
Was your question answered? Mark the post as Best Answer!
Highlighted
Frequent Visitor

Re: Lost Favorite Channels list and all Saved Content on my DVR during move

Che messaged me back on the 18th. I responded on the 19th and sent you a message as well on the 22nd when he didn't respond. I have not received a response from either and this is still an issue.
Highlighted
Frequent Visitor

Re: Lost Favorite Channels list and all Saved Content on my DVR during move

Just an update, I have received no help here so far. 

 

I was finally able to get someone on the phone to look deeper into it and they basically said that for some reason they (comcast) did not transfer my content over to the new account before deactivating the previous account, so everything is now gone and unrecoverable. 

 

Because of this, I will be cancelling my services and have them set up to be deactivated next week.  

 

I am being told that I will be charged an ETF for ending my service before the end of the 2 year contract.  I spoke with a supervisor about having it waived, to which he offered to waive half of it, which I declined.  If it was not for issues caused by Comcast, through no fault of my own, I would be keeping my services (I would actually prefer to as opposed to the huge inconvenience this is causing me).  I do not think my request is unreasonable as my account has been fairly drastically altered without my permission, and I see that as a breech of contract.  If my account was the same as it was before I moved, I would happily keep my service.  

 

Would anyone here be able to help with having the ETF waived?

Highlighted
Official Employee

Re: Lost Favorite Channels list and all Saved Content on my DVR during move

@kmwade, it's truly upsetting to hear you feel this way and that you want to cancel your services. We absolutely do not want to lose you as a customer. We sent you a private message on the 28th, do you see that message from us in your private messages on your end? 


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.
Was your question answered? Mark the post as Best Answer!