Contributor
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28 Messages
X1 4K DVRs and Xi-6A Satellites Suddently Removed from my Account
After a new TV plan change that Comcast Customer Retentions suggested, all of a sudden my DVR and then Satellite STB started falling off my account.
After replacing the 4K Coaxial DVR with a Satellite, then my Gateway was deactivated and I had no Internet - no NOTHING!!
So far, Xfinity has no idea why this happened - yet I am on over 10 hours of phone time attempting to resolve this with Customer Retentions and multiple Tech Support agents.
What the heck is going on? Is Comcast trying to shed customers?
XfinityMatthew
Official Employee
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1.6K Messages
25 days ago
Hello @Harrry0 Let's take a look at the account together. Since it is coinciding with the package change we will want to take a look at the changes that got made and see what happened. Please send us a direct message with your full name and service address and we can take a look for you.
To send a "Direct Message" to Xfinity Support:
Click "Sign In" if necessary
Click the "Direct Messaging" 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.
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