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Message on screen "preparing box for new software"

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Message on screen "preparing box for new software"

This message has been on my screen for over 24 hours, telling me to "wait."  I have called 1-800-Comcast and 1-800-Xfinity, and I only get a robot, not a person.  I am not able to explain what the prob lem is.  Last night, the voice told me that "tomorrow night" there would be work done in my area, causing some loss of services.  Tonight, the voice told me to tighten connections (as if I didn't know to do that myself).  In the past, as recently  as December, I could talk to a person when I called, but now I can't.  How can I get through to a person and find out what is going on?

Diamond Problem Solver

Re: Message on screen "preparing box for new software"

The box needs to be swapped out, I’ve escalated it up to a colleague and you can choose whether to have a tech out to do the swap or you can take it to your local service center

I am a Retired Official Comcast Employee
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Official Employee

Re: Message on screen "preparing box for new software"

Thanks for referring this, Andrew! 

 

Hello Jillian3. Welcome to the Xfinity Forums and thank you for creating your first post. I can assist with setting up the swap of your cable box. To get started, please send me a private message and include your full name so I can access your account. To send me a private, message click my name (ComcastJoeTru) to view my profile. Then click "Send a message" and 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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Official Employee

Re: Message on screen "preparing box for new software"

Hi Jillian3. I did not receive a private message from you. This thread is now locked. Please don't hesitate to send a private message if you continue to need help with this, or create a new post if you need assistance with anything else. Thank you.


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!