Missing channels

Hi @user_ohhyyl,

Can you further describe what occurs on the other boxes? Do the channels appear in the guide on the other boxes, but fail to display? 

Also, your TV may be going into nap mode which can't be turned off. This is slightly different from the power saver mode. The X1 Power Saver FAQs article actually sheds light on the difference. 

As for your mother's acount, tehre are a few things we would recommend. Firstly your mother likely needs to complete an account change request to have the account moved into her name. The Change ownership of an Xfinity account article explains the process and should provide you with a great understanding of what is necessary for the change to take place. Once that change has been completed we would recommend your mother contact the Customer Security Assurance (CSA) TEAM as they will be able to help her gain accesss to the online account. You can find there hours of operation and contact information at https://spa.xfinity.com/contact-us.

As for payment options, we have quite a few. I think sometimes people forget how big Xfinity is, some areas will send payments to different locations. The location to send check payments is towards the bottom of the first page on your Xfinity bill. You can also dial 1-800-xfinity Xfinity to make a payment without logging in. The How to make a payment on your Xfinity account article also contains the many ways to make a payment. 

Xfinity aims to be user frinedly in every way possible as you can see, but security will always take precendence. 

Payment by phone is not an option. It tells us she has to log onto her account to make a payment and that payments are no longer accepted via telephone.

As for nap mode, why us thus a thing? It’s my electric bill. If I want to have my tv on for hours that is my business and Comcast should have no say in that. My mother has memory issues. She can’t understand the remote. If I’m at work and that nap mode kicks on, she is without a tv, she thinks it’s broke, it causes her undo stress because she doesn’t understand what happened to the tv. 

We were able to get the account Inyo her name this weekend, drove for over 30mins to get yo the nearest store only to be told that policy says proof of death is no longer needed. We also exchanged cable boxes because the customer service agent on the phone told us that the box was faulty since it kept going into power saver mode. I nought that issue would be resolved and shed no longer have troubles with the tv going off during the day but it still happens

if you as a company are going to limit the paying customers viewing of the services they are paying for, then prices need to go lower. Comcast should not be able to control services WE PAY FOR!

Just to confirm, have you double-checked your actual TV settings to be sure there is no sleep timer set up there?

Yes, it’s the box going to sleep. It starts playing your ads, in silence, and she doesn’t understand what is happening. She thinks she broke it or did something and she doesn’t know how to fix it. It’s cruel and mean that you do this to elderly who just want to watch their shows. 

@user_ohhyyl I'm glad to hear that the account was able to get updated into your mother's name by visiting the store. We're always looking for ways to improve the experience, and appreciate the feedback on the X1 box having more control over the sleep options and will make sure to pass this along to our corporate leadership team. 

It sounds like you've already checked these setting options, but wanted to make sure to provide them in the public setting as the Forum is a great community spot to research:

- https://www.xfinity.com/support/articles/x1-power-preferences
- https://www.xfinity.com/support/articles/x1-power-save-faqs