I've noticed many people asking about possible changes to billing notifications and the answers always assume the person posting the question has not looked in the correct place or never asked for the notifications in the first place. Sometimes that may be the case, but I also noticed something a few months ago that has to do with an issue on the xfinity website and those notification settings.
Years ago I set my notifications to get an email when my new bill was ready and I always got that email each month - until earlier this year. Then the email notification of my bill being ready stopped coming. I would always login toward the end of the 1st week of the month and download it anyway, so no biggy. My account has been set for years to auto-pay each month to a credit card.
I didn't bother to look into the issue of the no longer showing up email until I had a problem not getting a more CRITICAL notification of a bill being past due.
When I downloaded my August billing on September 6th it showed a past-due charge! My first thought was "how can it be past due when it is set to auto-pay?"!
So I check the auto-pay information and see immediately why it failed. My credit card had expired in August and after the August 1st auto-pay was made I received a new credit card with the new expiration date and security code. On August 8th I logged in and updated the credit card information, it said it was successfully updated.
So what happened to the new information when I see on September 6th that the old credit card info is there again? I call in and I was informed that there was a "known issue" with the credit card update process on the website!
IT DOESN'T WORK ... (at least back in August and September it didn't)
I was told you must delete the current credit card and enter a new one to update it. I did that and manually processed the payment (it went thru just fine this time), so at least all was well for the future.
But I demanded they remove the $10 past due fee since the reason it was past due was 100% the result of Comcast leaving a process in place they knew did not work correctly (which they agreed was the reason and they did removes the fee) and asked why they left such a critical process in place if it was known to NOT WORK? They had no answer to that question.
But, this also raised another question in my mind and why I'm posting this:
Why did I NOT receive the email notification of my payment not processing on September 1st?
I checked my preferences setting and the email notifications were on for Payment Processed, Bill Ready, Payment Past Due, and Payment Did Not Process.
Old Notification Settings
Actually you cannot disable the email notifications for Bill Ready and Payment Did Not Process as Comcast locks those ON.
But I had NO emails at all from Comcast on billing for any reason...
And that had been the case for maybe 4-5 months.
I was getting other emails from Comcast/Xfinity related to other things, just nothing about billing any longer. And no emails were going to spam or deleted items, etc. No filters were set that auto-deleted any emails, etc.
I had not set the text notifications as I always figured the emails would be sufficient. But because of the technical issue on the billing site I figured I should turn on the text notifications in case something like that happened again.
New Notification Settings
BAM! Guess what I received?
After enabling text notifications (on September 6th), I received a text message from Comcast saying my September 1st payment did not process AND all of a sudden I receive an email saying my bill payment did not process (should have received on 9/1) and another saying my payment was processed (this was completed at least an hour earlier)!
Since turning on the text notifications I have received all text and email notifications each month.
So the reason I decided to enter this information is because there has been, at least earlier in 2018, issues with the billing related email notifications NOT working at all if you had only selected the email notifications and left the text notifications off.
I did mention all this to the person I had on the phone at the time and what happened when I enabled the text notifications. But I have no idea if anything was done with that information.
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Well, no help from anyone here in 2 weeks...
But I have been doing some investigating on my own.
First, I also noticed a (Windows 10) event log issue with a name resolution for the Comcast.net servers was timing out after none of the "configured DNS servers responded".
So I flushed the DNS cache on my PC.
Now Outlook is connecting quickly to the Comcast servers again and all my S/R requests are completing back at normal 1-2 seconds response times.
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It may be something they have to update because of the type of wireless network.
But if it is set to use the cell phones nickname, then that is something you can change as I mentioned in my first reply.
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When you say "My cell phones caller id shows the person who had the number before me...", what EXACTLY are you referencing?
Are you saying that when you call someone from your phone, the RECEIVING phone caller ID shows the name of the person who had the phone before you?
If that's the case, THEIR phone is only showing what THEIR contacts show related to that number. They need to update their contact info to change what they see.
If you are saying that the info related to the local profile/account on your phone is incorrect and needs to be updated, then have you tried looking under Contacts? (I have a Samsung Galaxy S8+)
When you open Contacts, the very 1st item shown is your local profile. If you select that, then it should show the profile Nickname, the related account, the cell number, and some other info you've entered. If you want to change the Nickname, then select EDIT at the top of the screen and enter the correct info.
On a Samsung Galaxy you can also edit the Samsung account from Settings. To see or change that, select Settings, then select the profile icon in the upper right corner of the screen. You can edit or add info here also.
Not sure if that's what you are referring to or what you need, but hope it helps. If you have a different cell phone, they should have something similar.
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I've seen a lot of posts related to changing POP/IMAP settings to retain or regain access to Comcast.net accounts. I haven't had to do that, but I have had another issue that could be related to changes Comcast has made recently.
Starting about mid-November when I access my email account(s) using Outlook 365 on my PC, when a send/receive (S/R) is executed, the response time has increased substantially. Prior, the S/R would access the servers within 1-2 seconds. Now the S/R access takes 11-20+ seconds EVERY time.
I have no problems actually accessing the servers and I do get all the emails. The configuration I used in September after updating to Outlook 365 still works today.
But, can anyone explain why the response time during a S/R request has slowed so much?
It's not so bad that I can't do anything, but I haven't seen anything or been sent any information explaining this impact or telling me to expect it.
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michaelas13, you don't say how you are trying to access your Comcast email account(s).
1) Are you saying that when you login to xfinity.com in the browser and open your email that there is no new email?
2) Are you saying that when you try to access your Comcast email thru a mail client you have no new email?
If you haven't tried logging in thru the browser, then try that.
BUT, if you are using a mail client, make sure you really should have an email in the account. If your email client is set to download all emails and NOT leave copies on the server, don't try the client then login thru the browser. Just try logging in thru the browser. And you can also try as Latogue suggests from another browser login (Yahoo,Gmail,etc) to send an email to your Comcast.net account while you are logged in to both.
If in the browser it shows no new email (in ANY folder) after several logins, then it may indicate an issue with your account or settings within the email account.
If you have made changes to any xfinity.com email filter settings (for spam or auto-processing), check those to ensure you haven't created a filter that is permanently deleting all emails (yes, you can do that).
If you are using an email client and have no new emails, but when logging in to xfinity.com and checking email in the browser you do have email, then the issue has something to do with your email client configuration and/or it's access to the account(s).
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I have seen something very similar to what you are describing MarmotObserver.
Thanks for getting this escalated.
Related Issues as I've seen them:
1- Billing statement call log list is not complete for ACTUAL incoming or outgoing calls on my device.
2- Billing statement call log list shows outgoing calls (404) 254-5961 at odd times.
3- There is NO corresponding incoming call listed for ANY of the (404) 254-5961 outgoing calls in the same list.
4- I have seen this activity since I switched to Xfinity mobile last May.
I called support about the (404) 254-5961 number last June and they knew nothing about it, but did check other accounts and saw it listed in their call log list also & assumed it must be a Xfinity related support number.
Some observations of mine:
I get scam calls coming in all the time showing a bogus number on my mobile. These are mostly the scam calls that appear with the same area code and prefix as your own so you will "assume" it is someone local and answer. I never answer these calls as I already know they are scammers.
And interestingly NONE, not a single one of these incoming calls have ever appeared in the billing statement call log list!
In some cases where the (404) 254-5961 outgoing call appears I did receive a call but did not answer. So the (404) 254-5961 number may be a Comcast/Xfinity number that relays a message to the caller.
And for the times I can check with my mobile call log (I clear it often) I see the incoming call listed that I did not answer, but I do not see that incoming call listed on the billing statement call log list.
BUT, we do NOT need to see any (404) 254-5961 outgoing calls on our billing statement call log list as mentioned.
What we SHOULD always see is EVERY incoming and outgoing phone number whether we answered the call or not, and whether we blocked the call or not. That is what I see on my Comcast home phone call log list, so we should see it on the mobile service also.
Right now the call log list included with the billing statements is worthless and, at best, extremely confusing.
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I bought the S8+ and it has worked pretty much flawlessly on Xfinity mobile - as far as the mobile service is considered. Not sure why others say they have had problems.
The only problems I have had with the device is related to Samsung's implementation of the Android OS. That is 100% controlled by Samsung and has nothing to do with the mobile service carrier, the OS issues will be the same for each carrier. The main issue I have is that Samsung removed almost all voice command control from the OS - it appears they want everyone to ONLY use their new Bixby AI for voice interface. To me that's ludicrous. Basic voice command control SHOULD always be included in the OS and have nothing to do with the use of an AI app! On my old Windows Phone OS 8.1 device I never used the Cortana AI and was able to use voice commands with my bluetooth headset with 100% accuracy to answer/make phones calls or to read/reply/send text messages. I NEVER had to touch the phone itself - EVER! This can't be done on the S8+ but that's because of Samsung and the Android OS itself, not the carrier. I could go on about this, but won't.
The only other issues are related to the auto-pay still not working correctly each month. I won't go into this issue here as it is not related to how well the S8+ works.
I don't use wifi calling yet, so it not being supported by XM hasn't been a problem for me.
Where available it has connected to xfinintywifi hotspots automatically. Where not available the wifi issues have been related to whether the "public" wifi is supported well or not.
The voice/text services seem to work great on the device, although not so well with a bluetooth headset (again it's related to the Android OS). And the voice/text on the device works much better than what I had previously with my AT&T service.
I don't use a lot of apps and I use no games, so I can't say much about those. But the apps I do use seem to work OK.
The camera is very good.
The battery life is great on the S8+, but from what I've seen they say the S8 battery life is not as good as the +.
Charging is fast also.
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As much as I think it is mainly a problem related to the TV networks themselves, it is getting out of control.
Starting July 2017 they upped the fees $2 each per month.
Broadcast TV Fee 7.00
Regional Sports Fee 5.00
And yes, it is annoying that the fees are charged whether we watch even 1 second from any of the networks that the fees are related to.
My opinion is that all such fees should ONLY be charged IF they disclose what it is we are actually paying for. Currently we get billed these fees and not a single word of explanation for what they really pertain to. Saying they are related to re-broadcasting certain TV networks does NOT provide any detail at all. We should be able to see EXACTLY what TV networks benefit from such high additional charges. TV networks should not be allowed to require this non-disclosure in their contracts with the re-broadcasters.
Each of us should write our federal congress reps and demand they change the laws and require complete disclosure for every add-on fee like these. That way the TV networks cannot get away with demanding re-broadcasters pay them without the billed public knowing about it in detail. If we are asked to pay anything we have a right to know exactly what it is for. Failure to disclose complete fee DETAILS should mean failure to charge the fees.
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The best way to complain about the Broadcast TV Fee isn't to complain only to Comcast about it, but to complain to your local TV stations and the fees that THEY charge re-broadcasters (like Comcast) to carry their signals. I have absolutely no affiliation to Comcast, or any company actually, I'm just adding information and opinion to the discussion.
Every time they (any local TV station) renegotiate contracts with re-broadcasters, they want more money. If the re-broadcaster refuses to pay more, the local TV station let the current contract expire and then you see no broadcast of that station through that re-broadcaster. We are then also subjected to the on-screen digital ads from the local TV station telling subscribers of a particular service provider to call the provider and complain to them. Nothing is said that the reason this drop will happen is because THEY - the local TV station - want you to pay more money. Re-broadcasters are held hostage by the local TV stations and the only recourse to keep signals continuous is to pay the local TV station the best re-broadcast fee they can negotiate and then to pass that on in an attempt to maintain their margins without reducing services.
Do I like this - no. But I blame the local TV stations for 95% of the problem, not Comcast.
I would have fewer issues with the high fees the local TV station force re-broadcasters to pay if they removed the CONTINUOUS digital ads that appear on the screens almost every second you watch their station.
WE are in fact paying the local TV station to watch their channel and if WE are paying them to watch a "free" broadcast then I DON'T want to see ads on the screen almost 100% of the time!
How many times have you been watching a show and had digital ads run across the bottom 10-20% of the screen about other network shows, most of which you have absolutely no interest in. If we have to pay them then they should reduce the digital ads on the screen or reduce the re-broadcast fee substantially or drop the re-broadcast fee altogether.
Local TV stations won't do anything until people complain directly to them, and that's just not happening. They also don't want you to know how much money they make directly from these re-broadcast fees - they put a clause in the contracts that the re-broadcaster is not allowed to disclose this information.
Have you even thought about the fact that the local TV stations are making YOU pay them money and yet they don't want you to know how much you are paying?
I look through the complaints here and rarely see anyone saying they have complained even once to the source of the charges that go into this fee, which is the local TV stations.
I personally would like complete transparency and see exactly how much EVERY local TV station is making us pay them. This would most likely require a change at the federal level to federal laws. So maybe complaining to your U.S. senators and reps would help also.
The only method to avoid paying the re-broadcast fees at this point is to drop your TV service through a provider and go back to what was done for many years - install a good digital antenna for your area and pick up the free over the air broadcasts.
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I have always thought the rebroadcast "fees" to be a very underhanded way of the networks to add net profit without net cost. In other words, without doing anything different they up their fee by 50 cents per month per subscriber to all cable or satellite service providers and immediately see a jump of millions of dollars in net profit per month. What did it cost them - the fees they paid their lawyers to get the increase.
The original reason for allowing the fees related to a fear that cable and satellite service providers might put local stations out of business and the local news would go with that. So the fees were an attempt to allow networks to get some additional revenue that could be used to offset the loss of revenue due to loss of viewers and that revenue could then be used by the network to run the news departments.
Unfortunately big business actually run all the "local" stations and in recent years the revenue generated has not stopped at the local level, but has been forwarded to the corporate level...
And at the same time those corporations have cut the local news staffs...
I also wonder just how much negotiating Comcast does with the NBC network to keep the rebroadcast fee down when it derives direct revenue from those fees as the owners of NBC.
And finally with the advent of digital broadcasts we have seen a substantial increase in advertising. Not only are there the expected ad intermissions but we see digital ads on the screen almost every second!
If we are PAYING for the broadcast can't we expect a reduced amount of ads? The obvious answer is NO.
There has been a fight over releasing just what some of these rebroadcast fees are. Everyone seems to want to see actual numbers. With private companies paying to private companies it has been regarded as a trade secret of sorts and rarely are the actual numbers ever seen by those outside of the negotiations.
But, locally a cable company owned by a tax payer funded entity (PUD) was having the same issues as Dish and others have had in trying to negotiate fees they consider more acceptable (lower) and that whole issue generated a taxpayer request for records. The local PUD said they could not provide the information as it was not allowed to by the contracts they signed. But being a taxpayer funded entity at heart, the local paper said you are required by law to turn over the information if requested. That started a court battle that eventually went to the state supreme court and they decided for the newspaper. So some info was released and it is interesting in that it does show just how much of the increases we see are driven by these rebroadcast fees.
I'm not saying paying an extra $10 per month is fair or right or anything (I hate paying more for what I consider "free" just as much as anyone does) but it does shed light on how the industry works and where the money goes.
Here are a couple links to newspaper articles related to what was released here.
Appeals court sides with The News Tribune in cable contracts case
After 2-year fight, Tacoma releases records confirming huge fee hikes by broadcasters
(hopefully you can open these links and read them, but not sure)
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I see they do have manuals now for 2 similar boxes to what I have, but they actually do not match the boxes I have. The RNG150N may be a newer version of the DCX3200 but it's nothing like the DCX3200. The front panel is completely different and the back connections panel is completely different. And while this may not be an issue for me, it would be for someone with little understanding of this type of technology. But the user guide also does not show what I see for the for audio, video, etc, adjustments. And I do not see a date revision code anywhere that would indicate when the manuals was last updated - it may be there in the manual part number or something, but without knowing how to decode that it doesn't help me. Also the manual I see for the RNG200N does not match (in similar ways) the hardware I have for the DVR. But if what I am seeing that may be the date codes (not sure that's what they are), the 150N manual date code is Oct 2010 and the 200N manual date code is Dec 2010. That could explain why nothing matches the hardware I actually have.
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I have been looking for any manuals on these 2 boxes also since I now have them with the X1 install. The MOTO MX011ANM being the DVR box and the PA PR150BNM being the companion box to the X1 DVR. The technical manuals would list everything about each, even if not supported by Comcast for the X1 system. The user manuals should show everything that Comcast supports, including connections, all button functionality, and all firmware/software supported and use of both firmware and/or software (and related remotes). I would like to see the user manuals for these devices as I have done user acceptance testing of hardware devices, software drivers, and server/client software. I have written user manuals for devices and software related to the testing and all of the information is important and relevant to both support techs and end-users. End-users should have it available whether they know what it is, will ever use, or would use it. I also would like to know more about the devices BEFORE I call Comcast techs, and maybe if I had them I would not call them at all. I know the firmware for the devices and the X1 software are still under development and subject to change, but with each release there should also be a corresponding release of user manuals. Everything is dated and the manuals should list the release specs they are relevant too. This is standard operating procedure and not sure why the manuals are not made available for users. I would like to see them though and they should exist somewhere as someone must be documenting the devices, firmware, and software for the techs or are they just given small amounts of info related to ... what?
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