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X1-6a box

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X1-6a box

So yesterday wanted to upgrade my service from a grandfathered Performance Internet plan to Performance Select. Local office couldn't find it has a stand alone, since I wanted to keep tv the same. Ended up getting Choice TV plan.

So got the new Flex box. Setup needed a call last night to support. Got escalated to Technical support and the first thing they wanted to do is unscrew the coax. First blunder. Anyway got the box setup and running. Worked okay

 

This morning box wouldn't connect to network. Finally got it back online but I have a feeling this whole system is made to work better with the Comcast gateway. I use my own equipment. Almost like when it went into sleep mode it couldn't remember my network. Will see what happens in future but if that is the case in my opinion this is a bit of a fail on the part of Comcast.

The tech support people need to read the notes from the first service person or ask questions about equipment and problems before going into the constant thanks for how long I have been a customer and how they appreciate that. I admit I wasn't to concerned about it last night since I figured it would get connected so I was really pleasant with the tech. Just seemed actual knowledge about the equipment came more after I kept mentioning what was on the screen and what the box actually looked like. I plan to eventually hard wire this into my network so that will prevent this issue in future 

Overall only impressive thing is the picture quality and sound quality versus the old Cisco HD box I had prior. Box optimized everything on initial setup

Silver Problem Solver

Oficial Comcast Employee résponse

How does one get an Official Comcast employee to respond on this forum anymore?

Need to talk to one about equipment mixup on my account.

I am tired of the automated response system on the phone and getting help reading from scripts.

 

 

Silver Problem Solver

Re: Oficial Comcast Employee résponse


@commanguy wrote:

How does one get an Official Comcast employee to respond on this forum anymore?

Need to talk to one about equipment mixup on my account.

I am tired of the automated response system on the phone and getting help reading from scripts.

 

 


I handle equipment by either calling 1800comcast or by going to my nearest Xfinity Store.  I like the Store because they can make ALL changes to my account with me watching so i know exactly what they did.


I am not a Comcast Employee.
I am just a customer, volunteering my time to help other customers here in the Forums.
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Silver Problem Solver

Re: Oficial Comcast Employee résponse

Local office now only open 3 days a week and only opens at 10 a.m. Plus local number no longer given out and if you do have it the call goes straight to the 800 number system.

 

The plan I ended up with the Choice TV option was only because the Performance Select internet tier didn't show up has a stand alone product.

 

And the TV plan is only supposed to allow one tv, I had been hoping to keep my old tv plan of Limited Basic and equipment has it was since increases this month would have brought the HD box to the same cost has the Flex box. 

I don't want to call the 800 number now, I would rather deal with what appears to be a simple fix locally, might take less time

 

Silver Problem Solver

Re: Oficial Comcast Employee résponse

So got into the local office.

Same person who I worked with Friday asked me why she had me bring in the HD Box, which she told me to when I switched to the Choice TV plan.

She had taken off one of my DTAs by mistake. I took that in yesterday, explained what happened, and she was so mixed up with another issue from earlier in the day she made sure the DTA was off my account. I let her, figured it was easier than explaining everything again. Plus I am not using the tv that DTA was hooked up to as often so I didn't need it plugged in all the time. I can figure other options for that tv in future.

Update 2-16-2020

Flex box still has good quality picture. System still seems to set up for a Comcast gateway. When it was on the wireless network each time I turned on the video, and the box was set to power down with the power button, it never reconnected automatically. Got the XRE-10007 error to try again. Hit the center button and connected again. Updated internal network to be able to connect via a Ethernet connection. For some reason the box no longer powered down with the power button on the remote but the connection was always there. Still for some reason kept getting the error message for a while last night in the middle of programs. Went into settings, powered the box down that way and repowered the system. Error message never popped up again,

Seems to me this won't be a smooth fit for someone using their own modem and router for a while. I don't intend to use this box with wireless. For now it fits my needs.

Still a bit disappointed the person at the local store couldn't find a way for me to keep my past tv service when I updated to Performance Select. I wonder if she got confused by the literature/information stating that streaming via the Flex box was included with that Internet tier. She sure did not have her workflow pattern or information about offerings down either day I stopped by.