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Returned X1 DVR Box Still in My Account > Devices?

Regular Contributor

Returned X1 DVR Box Still in My Account > Devices?

I returned a 2nd X1 DVR that we are not using today to the XFINITY Store. They gave us a receipt for the return and yet it still shows on the My Account Web Site under DEVICES.

 

Shows offline and the name is deleted from it. Just says "SET-TOP-BOX". 

I called support and they confirmed I only had the 1 DVR box on my account.

 

Why is this returned box still showing online? 

 

Thanks. 

Official Employee

Re: Returned X1 DVR Box Still in My Account > Devices?

It can take 48-72 hours before everything in the backend of your account catches up, to account changes
Regular Contributor

Re: Returned X1 DVR Box Still in My Account > Devices?

Thanks. I will keep any eye on it. 

Regular Contributor

Re: Returned X1 DVR Box Still in My Account > Devices?

In the past, they always disappeared as soon as I returned them. 

Expert

Re: Returned X1 DVR Box Still in My Account > Devices?


@Tek wrote:

I returned a 2nd X1 DVR that we are not using today to the XFINITY Store. They gave us a receipt for the return and yet it still shows on the My Account Web Site under DEVICES.

 

Shows offline and the name is deleted from it. Just says "SET-TOP-BOX". 

I called support and they confirmed I only had the 1 DVR box on my account.

 

Why is this returned box still showing online? 

 

Thanks. 


it takes up to a few days for all the databases to catch up to equipment changes. 


I am not a Comcast employee; I am just a customer, volunteering my time to help other customers here in the Forums.

If you'd like information about the Expert program, you can find it here.
Regular Contributor

Re: Returned X1 DVR Box Still in My Account > Devices?


@Rustyben wrote:

@Tek wrote:

I returned a 2nd X1 DVR that we are not using today to the XFINITY Store. They gave us a receipt for the return and yet it still shows on the My Account Web Site under DEVICES.

 

Shows offline and the name is deleted from it. Just says "SET-TOP-BOX". 

I called support and they confirmed I only had the 1 DVR box on my account.

 

Why is this returned box still showing online? 

 

Thanks. 


it takes up to a few days for all the databases to catch up to equipment changes. 


Any idea why the equipment changes have previously reflected instantly?

 

I had alot of equipment swaps due to changes at my house within the last 2 months and everything changed instantly before. 

Regular Contributor

Re: Returned X1 DVR Box Still in My Account > Devices?

UPDATE: The Serial # displaying online is not even real. It does not exist in the Comcast system. Very odd.... 

 

 

Regular Contributor

Re: Returned X1 DVR Box Still in My Account > Devices?

Comcast Andrew,

Can you help.with this? The box is still there and support says the box does not exist. It is a glitch in the My Account site. Anyway to get a ticket opened to clear this?

Thanks.
Silver Problem Solver

Re: Returned X1 DVR Box Still in My Account > Devices?


@Tek wrote:
Comcast Andrew,

Can you help.with this? The box is still there and support says the box does not exist. It is a glitch in the My Account site. Anyway to get a ticket opened to clear this?

Thanks.

Did you call 1800comcast?


I am not a Comcast employee; I am just a customer, volunteering my time to help other customers here in the Forums.
Regular Contributor

Re: Returned X1 DVR Box Still in My Account > Devices?

Yes, 3 times. 

New Poster

Re: Returned X1 DVR Box Still in My Account > Devices?

Yeah I have the same issue only mine is been on My Account for over a month I return to my unit on January 21 and on my bill for March it’s showing that I now have two additional set up boxes which I do not
Nicholas M Murphy
Regular Contributor

Re: Returned X1 DVR Box Still in My Account > Devices?

Mine is all fixed. Thank you. Cleared.