Contributor
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51 Messages
HELP
Spent 2 hrs yesterday and 6 hrs today w/ Xfinity support. Help please.
Purchased a new iPhone at Xfinity store and was told I could save $40 @ month by transferring land line number to my older iPhone.
Called Xfinity to do that and was assured all my current channels and subscriptions remain as is.
1) CableCard in the Tivo device was deactivated by Xfinity when removing the land line. Tried unsuccessfully for hours with support to get it reactivated. One tech did seem knowledgeable and suggested an Xfinity site where I could activate the CableCard entering the Tivo Host ID, Data ID, Unit ID and S/N. Information was submitted and a Failed Activation message displayed w/ no details. OK, I know Infinity isn't necessarily interested in supporting a Tivo box any longer. However, the Tivo box worked fine until they deactivated it. Now they're a loss as how to reactivate it.
This is the least of the problems.
2) My previous Xfinity plan included the Super Triple Play (this included Limited and Expanded Basic (Kids & Family, Entmt, Sports & News) Digital Premier Tier, More Sports & Entmt Pkg, StreamPix, HD and DVR service). Additional Super Triple Play (Gigabit plus Internet, Netflix Standard and Xfinity Voice unlimited). My monthly bill for this was less than $300. Removing the landline from this package was an incredible mistake!
Every rep I've spoken to had a different take on how to get back my cable plan to that before I eliminated the landline, all dramatically increasingly the cost. I was transferred from rep to rep (mainly for the Tivo situation) but no one could restore my old package. Finally I was switched the "Restore Department"? and a glib guy who assured me he could get all my channels back for a much lower price. This rep was located in Egypt (all the others seemed to be in the States or India). He mentioned Xfinity would be sending me a new modem (I questioned him as to why and he ignored my concerns) Then he said that as a Diamond Rewards member (I've been with Comcast/Infinity for 30+ yrs), I was eligable for a free Apple Watch - I was wary of this and even more so when he asked me to enter my ssn on the keyboard during our conversation. I naturally declined to do this and passed on the Apple Watch.
He said it would 30 minutes to see the channel changes reflected on my TV, assuring me all my stations prior to dropping the landline yesterday would be there. They were not. HBO, MGM, the Movie Channel and others now require a subscription.
Can a Comcast rep who patrols these boards, please reach out. I certainly regret initiating this fiasco to save a few bucks dropping the landline.
Thanks,
Mike
XfinityLinda
Official Employee
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2.1K Messages
6 days ago
Thanks for meeting us here, @Mr_Mike, about your experience. It sounds very frustrating, and we hope you'll allow us the opportunity to turn things around for you. We'll gladly get you taken care of by way of Direct Message, so we may get more details. We look forward to a Direct Message with your full name and complete service address.
To start a Direct Message: Click "Sign in" if necessary
• Click the "Direct Message" icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message.
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