NOTE: I am adding my experience here in hopes that it eventually helps someone.
Despite everyone saying you need a technician, we were able to finally get this message resolved over the phone. I think it takes getting the right technical support person on the phone. The individual that finally resolved the issue for us clearly had experience with the issue. They immediately identified two issues in our account setup and took care of them. It took about 5 minutes and the receiver started working. First issue was our account showed the receiver as pending activation. She manually switched it to activated. Second, she said, "It is coded wrong". I am not sure what that means exactly, but it had to do with the setup on Comcast's end. I think either the X1 was not set as our primary receiver, or they had picked the X1 without the DVR and we had the one WITH the DVR. Reguardless, it had to do with how they had our receiver configuration set. So the system was expecting one configuration and was getting another.
If you make an appointment for a tech to come out, it doesn't hurt to keep calling support until they are actually there. You many wind up getting someone that knows what they are talking about. After the initial call to troubleshoot, don't allow the techs to take you through the same steps over and over. As soon as they want you to try things you have already done, let them know you have already tried their suggestion and it did not work. If they want you to try it anyway and refuse to try anything new, hang up. It is insanity to keep trying the same things over and over. Your goal is to get someone that has a new idea.
Unforunately, this is a common problem with tech support call centers. The turnover is horrible, so you have few people that have experience dealing with REAL problems. If you have the time and patience for it, you have to keep calling until you get someone with the answer. Or you can wait for the tech and hope they have experience and can solve it. Fortunately, we finally got someone that knew what to do over the phone.
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