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Rosedale1
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Contributor

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135 Messages

Wednesday, November 16th, 2022 3:42 PM

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Box Update Needed

Why am I receiving a message saying on 12/6/22, I will no longer have access to Xfinity on demand.   Tried calling customer service.   I never get to speak to a live person and then the call is disconnected. 

Question

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Updated 

2 years ago

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Official Solution

CCJessie1

Retired Employee

 • 

5.9K Messages

2 years ago

All, 

We apologize for the confusion. Starting Dec. 6, 2022, Video On Demand, including Subscription Video On Demand services, will no longer be available on certain Xfinity television equipment. This change is related to network upgrades designed to improve the reliability and support for Xfinity TV customers. If you are receiving this message on your television equipment, it is because your equipment will be impacted by this change. We are recommending all customer receiving this message to replace any impacted television boxes before Dec. 6, 2022. You can replace your equipment a few ways:

  1. Request an equipment swap online at, customer.xfinity.com/equipmentswap
  2. Request a swap here in our Xfinity Forum by replying to this thread. 

Please let us know if you have any other questions related to this initiative. 

(edited)

9

Harry3667

Contributor

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214 Messages

@XfinityJessie​  Since I have non-X1, I'm assuming that my equipment will be affected at some point, although we've had no message yet.  Where will we see this message?  Since we haven't had it yet, I'm assuming that this changeover is being done regionally?  Thank you for clearing up the confusion. 

2 years ago

0

XfinityArmand

Official Employee

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1.8K Messages

No worries @Harry3667!  So glad to help out in any way that we can.  You can always update your equipment in your local Xfinity Store.  It is a relatively quick trip.  When I updated mine a few years ago, I was in and out in less than 15 minutes and was able to set everything up in the same amount of time.  Alternatively, you can always have an order completed for you and ship the updated devices to 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

2 years ago

0

Harry3667

Contributor

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214 Messages

@XfinityArmand​  I appreciate the information.  I wondered if this changeover has to be made now if we haven't had any sort of message yet.  That's why I wondered when and where we'd see it.  We have none of your stores anywhere near us (about an hour's drive one way).  If the updated equipment were to come here, we'd also need assistance with installing and learning how to use it; we're seniors (I'm also a veteran) who need help with this sort of thing.  The Service Protection Plan is on our account; even if it wasn't, we do need to ask for any help you provide.

(edited)

2 years ago

0

CCAmir

Gold Problem Solver

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7.2K Messages

This is a great question, you can request the equipment to be sent by clicking on the links that XfinityJessie provided, and if you need a tech to come out we can schedule one of our field techs to come out and get everything going for you. This way you won't have to leave the house to get the equipment and service you need. 

 

But I must say if you haven't received any error message I would hold off, this issue appears to be more of a network concern rather than an Ondemand issue. We will keep you updated on this as we continue to make progress on our end, thanks for your pateince. 

I no longer work for Comcast.

2 years ago

0

Harry3667

Contributor

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214 Messages

@XfinityAmir​  Thank you very much for the reply.  That's what I needed to know and it's a help.  I hope this works out for all concerned; I'll take your advice and hold off.

2 years ago

0

Rosedale1

Contributor

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135 Messages

2 years ago

Why is there a message on Demand stating that on 12/6/22, I will no longer haveDemand to Xfinity on demand.

Note: This comment was created from a merged conversation originally titled Box Update Needed

2

XfinitySara

Official Employee

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1.3K Messages

@Rosedale1 - I would love to find out more about this for you! May I ask how you received the message(s) you've outlined here (i.e. on-screen, text, email, etc.)? We should be able to confirm communications officially sent to your contact methods on file, but I may have to research this a slightly different way if you've only seen it pop up on your TV.

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

2 years ago

0

Rosedale1

Contributor

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135 Messages

@XfinitySara​ I went to the on demand screen.   The first option said Box Update Needed.  I opened that and the message appeared to upgrade to X1 by 12/6 or else.

2 years ago

0

Bulkington

Gold Problem Solver

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577 Messages

2 years ago

I'm also seeing this message.  What linear-cable options and features will Comcast offer on 12/6? 

0

Rosedale1

Contributor

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135 Messages

2 years ago

Could someone from Xfinity please explain what is going on with this. 

1

XfinityGabby

Official Employee

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1.5K Messages

Hello @Rosedale1, we can certainly look into the On Demand concerns. To get started please send a Direct Message with your full name and address. 

 

Here are the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Peer to peer chat" 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

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

2 years ago

0

Rosedale1

Contributor

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135 Messages

2 years ago

This isn't specific to me.   I want to know why nonX1 customers are being forced to upgrade by 12/6 to the X1 platform or else lose all access to on Demand programming.   Thanks. 

0

Harry3667

Contributor

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214 Messages

2 years ago

I wondered about that, too.  I haven't had that message.....but I have non-X1 and wonder if that message will apply to me one day.  Something like that would be good to have out in the open so others would know.  What does it mean?

(edited)

0

0

user_cd3911

Visitor

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5 Messages

2 years ago

I also had this message about On Demand non-availability to my two boxes after 12/6/22. Called customer service, and after much struggle signed up for new boxes to be shipped to me (supposedly free) b/c  I can switch them out myself, very simple. Then I received a Comcast text confirming a "tech" person appointment for some days later, which I definitely did not sign up for (I think sometimes Comcast wants to charge $100 for these tech visits). I will cancel appointment and wait until closer to 12/6/22 to see what happens. Mass confusion at Comcast customer service as usual.

2

XfinityBillie

Official Employee

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2.8K Messages

@user_cd3911 This definitely isn't the experience we want for our valued customers. If you hadn't received your equipment via a self install kit I would love to help you with that. Please send us a DM with your full name and address to Xfinity Support. 

 

To send a direct message:
Click "Sign In" if necessary
Click the "Direct Message" icon or  https://forums.xfinity.com/direct-messaging
Click the "New message" (pencil and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.
As you are typing a drop-down list appears. Select "Xfinity Support" from that list.
An "Xfinity Support" graphic replaces the "To:" line.
Type your message in the text area near the bottom of the window
Press Enter to send it

 

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

2 years ago

0

user_cd3911

Visitor

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5 Messages

Dear Comcast; Are you joking? Comcast has already taken up at least 1 & 1/2 hrs of my time to accomplish absolutely nothing. And now you give me about 1/2 dozen steps to send yet another message which will likely also be useless ? Plus, you already have the accounts of these various customers about this phantom offer, so why don't you just investigate yhe situation for the answer and post it here ? I have been through this Comcast futility before.  From my own experience & the other customers' descriptions of this supposed Great Comcast On Demand Cable Box Switchout Scheme, it sounds like a typical Comcast fiasco. At this point I will move on.

2 years ago

Bulkington

Gold Problem Solver

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577 Messages

2 years ago

I saw this message in the On Demand menu, with the promise to ship new equipment free of charge, late night/early morning on November15/16.  The message was gone by breakfast on the 16th and has not returned.

Does this mean I will not lose my access to On Demand on 12/06/2022?

There is no mention regarding loss of service in my bill(s), nor have I received communication by mail, email, phone nor text.

Direct communication is needed and will be appreciated.

(edited)

0

user_cd3911

Visitor

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5 Messages

2 years ago

@XfinityJessie​ -- Thank you XfinityJessie for actually addressing the problem (assuming the links you provided actually work) rather than just giving the customers more homework to do, i.e., giving customers a bunch of steps to send further messages into the Comcast bureaucratic black hole, for customers to explain the problem which the customers have already described in this forum. IF, IF, IF the links you provided actually work to solve this situation, it will be the one tenth of one percent of the time that Comcast actually resolves something rather than giving a customer a useless runaround until the customer simply gives up and goes away, which generally clearly appears to be Comcast's ultimate goal.

0

user_cd3911

Visitor

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5 Messages

2 years ago

Update; The "equipmentswap" link provided above by "InfinityJessie" does not refer at all to this On Demand Cable Box Switchout needed by 12/6/22. Congrats on another instance of Comcast fake "customer service" & further waste of customer's time.

0

user_abe529

Visitor

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5 Messages

2 years ago

Is this why my X1 box wont boot lately?

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