So, to follow up... I ordered the box from channel 1995. The box never arrived, however. A couple months later, I ordered another through the channel. It also never arrived. I called 1-800-xfinity and the agent told me that the new boxes aren't compatible with my service, but when I came on this forum, I was told that I need the new box if I watch HD channels and not to depend on channel 1995. I only watch HD channels (except CW which is only available in SD here) so I went onto xfinity.com/hdenhanced and ordered a box through there. It has been a week since I did that. Today I called to check on the order status. The agent told me that it shows none of the work orders went through and asked if I got any order confimations in my email. I never did for any of them, which is part of the reason I was calling. She said she needs to send me a new box because none of the other orders went through. I told her to go ahead and send one to me. After 5 minutes she came back on the phone to say she was trying to figure out why the work order wouldn't go through. About 5 more minutes and she asked if it was just an HD box. I said it was and I offered to give her the model number. She didn't reply to that and about 2 minutes later said I'd get the new box in 3-5 business days and that she sent the order confirmation to my email and she spelled it out to me. It has been an hour and still no order confirmation in my email. I hope I really get it this time. No reason why the previous attempts (which are what everything told me to use) didn't work and especially why they didn't tell me there was a problem. If I wasn't one to follow up and keep calling back, how would I get through this process? It really shouldn't be this difficult to order a required upgrade.
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I received a letter in the mail a couple months ago. I live in Junction City, Oregon. At the time, I went to channel 1995 and it just went to the On Demand screen every time I tried. I then tried the next day and it went to the instructions. I followed the instructions, it said I needed to get a new box, so I told it to order one and it said it was successful and that I'd receive one. A few weeks later, I helped a co-worker install his new box and I was reminded that I hadn't gotten mine yet. I called customer support and was told that the records show it was shipped, so I should be getting it soon. They could not give me a tracking number, though. 2 nights ago I was watching TV and a message came up in front of the show saying that I still need to upgrade my cable box and it wanted me to go to channel 1995 to do so. I told it to remind me later. I called customer support today and asked them about it. The agent said he wasn't able to find any order for a new box on my account, but he could have one sent to me or I could go to the local service center. I opted for the service center because I didn't want to try the mail thing again. I then looked up the number for the local service center and called them to ask what all I had to bring with me in order to get the new box. The agent seemed confused as to why I wanted to replace my cable box and asked if I was having trouble with my cable TV service. I said I wasn't. He then asked if I was wanting to upgrade to the Triple Play. I said I wasn't and didn't ask for any upgrade at all, I had just gotten this notice in the mail, channel 1995 said I needed to replace the box, and I got a notice while watching TV about it. He said that the notice was sent to all customers, but it didn't apply to me because the new boxes wouldn't be compatible with my service, so not to worry about it. So now I'm really confused. Why would channel 1995 say I need to if I didn't? What will happen when the change happens if I still have my box that the notice said won't be compatible? My current box is a MOTOROLA DCH3200R.
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