Reactivate Flex Box

Pretty much - and when I reach out to Xfinity it is a different story from every person.  I just can't imagine I am the only individual who has had issues with the Xumo box.  Also disappointed that I get no response from Xfinity or solution on the matter other than you are out of luck.

@XfinityDemitrius​

Please accept my most sincere apology for the experience you have encountered. The Xfinity Flex service is a discontinued product and no longer available. Customers that currently have the Xfinity Flex service are able to keep the service as a grandfathered plan. After upgrade, we would no longer be able to apply Xfinity Flex to the account. 

Even though I'm not the OP of this thread, I was in a similar situation a month or so ago. The problem with this scenario is that when ordering the Xumo box as an "upgrade" to the Flex, Xfinity does not advise customers that going back to Flex is not possible. I was completely unaware of how bad it really is in comparison with the Flex. Telling customers after they are completely disappointed with the box, that it's not possible to go back is what really causes all the negative feelings and bound to lead to lower customer satisfaction. In fact, in my years of being with Xfinity I had no issues with the service, except for this Xumo device.

As far as what problems people are facing - numerous problems are posted all over this forum. Most people face the same basic issues already posted - poor set up experience, poor UI, poor performance, poor app experience, random streams interrupting viewing,...they need to be resolved!

I had a good outcome from one of my threads here, but only after I personally spent many hours providing information, following the same troubleshooting steps over and over again with different reps, swapping out the Xumo box, and providing video evidence before receiving acknowledgement of the issue. In fact that issue actually seems to be resolved now so I am thankful, but it should not be customers who have the burden to prove the problems this device is plagued with.

FlowingBits we appreciate your feedback on your experience with the streaming device change. Unfortunately, the process is similar for any grandfathered options available from Xfinity. Another such example would be package options that change over time, but I certainly understand having the knowledge up front can change the negative impact of finding this out later on.

Hello, @user_b6coae thank you for being an Xfinity Customer. We value your time and do not want this to be your experience with us. Our team is here to assist with any technical issues you are having with your Flexbox. 

Could you please send our team a direct message with your full name and full address? To send a direct message:

1. In the top right corner, you'll see a little chat icon near the bell icon. Click the direct message icon

2. Click the "New message" (pencil and paper) icon

3. In the 'To' line, type "Xfinity Support" there. A drop-down list appears. Select "Xfinity Support" from that list (an "Xfinity Support" graphic replaces the "To:" line)

4. Type your message in the text area near the bottom of the window

5. Press Enter to send it. An official employee, such as myself or whoever is first available, will respond. Thanks!