2 Messages
NonComcast cable modem, reusing DVR
My son setup our Xfinity access under his name when he graduated several years ago. He set up our DVR, multiple TV's and access, as well as a personal cable modem. He just moved to a new home, so we had to transfer to a new account in our name. The salesman stated that all the hardware we are using can no longer be used, insisted on providing a cloud DVR and cable modem.
What's wrong with the existing equipment? Why do we need to setup a different DVR? Setup for multiple rooms is a huge nuisance. And why can't we use our existing cable modem, it's compatible?
In addition, I can't find how to contact a human - the 'ask me a question' bot can't understand what I need
XfinityMarcus
Official Employee
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1K Messages
1 month ago
user_6ydkak thank you for reaching out today! Congratulations to your son on his new home, I know that had to be a proud moment to share together. In our family whenever someone leaves the nest we always throw a shindig and celebrate with a cake in the shape of a house key. Did you guys do anything special to celebrate?
I do appreciate you considering us as your service provider going forward after the need to make account changes due to your son leaving. I would be more than happy to assist you with your equipment related questions and concerns. For Xfinity provided equipment, this can sometimes need to be replaced due to becoming decommissioned. You can just swap it out at a store location if that is the case, but for customer provider equipment such as an owned modem it would just need to be on the approved devices list (which you can view using this hyperlink).
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user_6ydkak
2 Messages
1 month ago
As a followup, my son and I went to the local store. The clerks were extremely sympathetic and helpful, yet the only way to avoid replacing the DVR and TV boxes was to:
1) cancel my new account creation and return all the unopened peripherals picked up the day before
2) then add me as a paying subsidiary of his account
That's a kludge, but I'm mostly OK with the result - we pay for what we use at home, and he pays for what he uses at his place.
I'm surprised. A child leaving home (where they acted as IT support) is not an uncommon occurrence, yet the entire experience was a time consuming hassle. To reiterate, all the clerks were extremely helpful but were constrained by an inflexible process.
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