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user_x0yj21
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Saturday, July 12th, 2025

No premium channels using cable card

Had cable card loaded by Xfinity rep yesterday, explained premium channels not working and was told “they will if you wait” yet HBO continues to not load. Read in this forum Xfinity has the solution. Can you connect me with a technician that can solve this issue for me? 

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25 days ago

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user_x0yj21

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3 Messages

27 days ago

BTW no return phone call from the Xfinity colleague who helped with cable card yesterday who said they would call back to ensure the TiVo was working correctly… Hey Xfinity are you meeting the customer service needs of your customer???

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XfinityPeterH

Official Employee

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2.1K Messages

 

user_x0yj21 You have come to the correct place to investigate your account. Please feel free to send us your full name and complete address via our DM.

How to Send Us a Direct Message:

  1. Click "Sign In" if necessary.
  2. Click the "Direct Messaging" icon or visit Xfinity Direct Messaging.
  3. Click the "New message" (pencil and paper) icon.
  4. In the "To:" line, type "Xfinity Support".
  5. As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
  6. An "Xfinity Support" graphic will replace the "To:" line.
  7. Type your message in the text area near the bottom of the window.
  8. Press Enter to send it.

For an example of how to send us a Direct Message, check out this link.

https://forums.xfinity.com/conversations/email/cant-create-a-new-email-address/605e52b726aa974d63032d02?commentId=606107ea738c7f46a02b830e

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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26 days ago

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user_x0yj21

Visitor

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3 Messages

25 days ago

After some back and forth with online Support on a DM, the issue continued, it has now been Resolved by calling back to the 877-405-2298 number and getting to a person who was able to obtain the information on how to solve the problem. No details on how, but made it work. Thank you! 

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XfinityJohnG

Official Employee

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2K Messages

@user_x0yj21 I was glad to hear that team was able to get that issue resolved for you. 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

Like

Reply

25 days ago

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