XRE 03121

Long story ... updated main box. Didn't work properly. Service tech dispatched. Yada yada ... on the 4th box. That is finally working but small boxes can no longer get regular programming. DVR works, streaming works. Two more techs sent out. Boxes upgraded to new wifi. Things work for a day and then we get the above error code. Boxes obviously work, link to comcast obviously works. Seems to me that every evening when Comcast downloads updates we lose our channels. Seems like somewhere in the process of upgrading and then downgrading something happened to our record. This has been going on for over a month. I can't begin to tell you how many phone calls to level one helpdesk and software refreshes have been done. How do I (and money for services I am not getting) on this problem.

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XfinityAdrienne

Official Employee

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1.9K Messages

20 days ago

Good Morning, @user_ahd337! Thank you so much for taking the time to reach out to us here on the Xfinity Forums! I am very sorry to hear about the channels, it must be so frustrating! I would be more than happy to dive further into the account, and see what is going on. Can you please send us a DM?

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user_ahd337

Visitor

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2 Messages

@XfinityAdrienne Turns out that the third time (3rd tech) was the charm. By eliminating the master box and going all wireless the problem was resolved. Took a long time to get there and probably something that the help desk should have seen. There were initial problems with the upgrade/downgrade of the master box but they were made worse when help desk shipped me wireless boxes for other screens. In the end, all is well. One other issue that should be resolved is every time a tech was sent out to try to resolve problem I was charged $100. This resulted in yet another call to Comcast to get rid of the charges. Whole thing was a very difficult process. Truly made me think about other TV solutions.

20 days ago

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XfinityAdrienne

Official Employee

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1.9K Messages

Oh, that is wonderful news @user_ahd337! We are so happy to hear that the technician was able to get everything cleared with switching to our wireless cable boxes. I will certainly document the feedback on our end as we are always looking for ways to improve our customers experience. Please don't hesitate to reach out in the future if you have any other questions/concerns, we are happy to help! Have a wonderful rest of your day.

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20 days ago

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Channels and Programming

user_ahd337

XRE 03121

XfinityAdrienne

user_ahd337

XfinityAdrienne

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