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xfinity customer service chat

MARK_: My Issue: An hour on the phone and three attempts to authorize my replacement equipment PKKVZQSMC ended with a hang-up while supposedly transferring me to a supervisor.

user MARK has entered room

analyst Cherry has entered room

Cherry: Hello MARK_, Thank you for contacting Comcast Live Chat Support. My name is Cherry. Please give me one moment to review your information.

Cherry: Hi! How are you doing today, Mark?

MARK_: read what I wrote

Cherry: I know it has been a roller coaster ride for your Mark. I understand that you have spent hours over the phone to activate the new box.

Cherry: I can only imagine what you have gone thru.

Cherry: No worries, I am here to assist you with your concern.

Cherry: I am now checking if the box is already in the account so I can start sending a signal.

Cherry: While waiting, may I know what do you see on the Led lights in front of the new box and if you are getting any error on your TV screen?

MARK_: I wonder if the problem is the two serial numbers. One is PKKVZQSMC and the other is SAZBFVHPS. The power light is on. The message on my screen is that my EXPLORER unit is not authorized for use.

Cherry: Thank you for providing that information.

Cherry: Nothing to worry about the Serial numbers, one of them is for the card, the other one is for the box.

MARK_: We’re now 2 hours and 17 minutes into simply trying to get this box to work.

Cherry: I understand. Rest assured that we will work on all possible solutions to get the box work.

Cherry: I see here on the account that the box is already added.

Cherry: However, the box is not getting signal from the network.

Cherry: Before I go ahead and send a signal to the box, let us make sure your box is connected tightly

Cherry: Is the box connected to the wall via CABLE IN?

MARK_: That is not correct. Three times the activation and reset has been received. When it gets to about 2:10 to go of the interactive program load, it shuts off and goes back to “not authorized for use”

Cherry: If yes, please make sure the cables are snug and fitted to the ports from wall and CABLE IN port of the box

Cherry: Thank you for letting me know. I will take note of that

Cherry: Are you using any third party device like a splitter, amplifier, power surge/strip that is connected to the cable box?

MARK_: The cables are snug. They are brand new RG6.

Cherry: Thank you.

MARK_: I’m using the splitter the xfinity tech installed, exactly as with the old box that recently froze.

Cherry: I see. Would you mind bypassing the said splitter to isolate where the issue is coming from? Let us see if the splitter affects the signal distribution. We also have to make sure that the connections are perfect before I send a special signal from my end.

MARK_: I am not willing to disrupt my phone and the working cable box to do that.

MARK_: Or my internet service

Cherry: I understand. No need to worry as we will only try this temporarily. If there is no improvement, then connect it the same way it was connected earlier. Yes we will be disconnected, but I will wait for you within 8 minutes to reconnect. We just have to make sure.

MARK_: A) I’m not disconnecting my phone at all

MARK_: B) I’m not disconnecting my internet

MARK_: c) I’m not disconnecting my working cable box.

MARK_: d) Do you think this is a reasonable plan, or is this a practical joke?

MARK_: And I’m NOT worried. I’m out of service and you are suggesting I get more out of service. Get a supervisor.

Cherry: Alright, Not a problem with me if you do not want to do the steps. Let me do it on my end then. Please let me know if there are changes on your new box

MARK_: There is a problem with ME that you suggest turning off my phone, internet, and working cable tv service as a step. That is not acceptable.

Cherry: I am only asking if it is fine. and the step is only for temporary. I am not asking you to turn them off all the way. Sorry for making you feel like that.

Cherry: Hows the box? are there any changes?

MARK_: no changes

Cherry: Thank you.

MARK_: I go look again if you just did something

Cherry: Let me Initialze the box now

Cherry: Thank you.

MARK_: You exactly asked me to bypass the splitter, which would disconnect my other services. If you do not understand that I am very worried.

Cherry: Alright

Cherry: I have sent the initializing signal to activate the box

Cherry: Please check if there are any changes. It should take effect within 2-3 minutes

MARK_: The power led blinked. The remote led came on. The data led came on. Then the power led went steady and resumed blinking. I’ll got back out, but I assume it will be starting the interactive program download again, then that will get to about 2:10 left to go, and it will screw up again. We’ll see.

Cherry: Thanks for the update,

MARK_: so once again the on demand information loaded very quickly and when the interactive program guide got to the 2:10 to go point the unit shut off and once again reports that it is not authorized for use.

MARK_: Based on the load moving at the wall clock speed and the on demand loading very quickly, I’m pretty doggone sure I’ve got a good signal. Something is going wrong.

Cherry: Thank you for updating me.

MARK_: Now get someone who can diagnose this problem.

Cherry: Since the box has reacted but has not stabilized as normally expected, I would like to ask your help to do the refresh manually.

Cherry: Oh, you do not want to continue on troubleshooting?

MARK_: Is this where I disconnect the power for 20 seconds and try again?

Cherry: No. Please turn off your cable box and unplug it from the power outlet. Wait for 60 seconds and plug it back in and turn on the cable box and TV after 3 minutes. Then once the TV is on, please wait another 5 minutes before accessing and pressing anything

Cherry: Guide, On demand and channels should be allowed to load for 5 minutes.

MARK_: OH. LONGER WAITS. SURE. I’ll try that. In the mean time, since you’ll have a lot of it, get some advice from someone else there. Ok. So unplugged for 60 seconds. Then plug in. Then wait 3 minutes, turn cable and tv on. Then wait 5 more minutes. Got it. I’ll be back to your in about 10 minutes. (including the walk)

Cherry: I understand that this has been an inconvenience for you, Mark. We are only trying the best solution to get your box work. But if you have already tried everything on your end and everything fails, then I’ll be more than glad to send out a technician to check on the new box.

Cherry: I am checking on the soonest schedule now

Cherry: May I have the best number to call you for appointment confirmation?

MARK_: I already have a tech coming tomorrow to put in new boxes. This is for family here tonight.

Cherry: I see

MARK_: I’ve already done the 60 second unplugged and we’re 2 minutes into the wait.

Cherry: Thank you.

MARK_: I’m walking back now and I’ll turn both the cable box and tv on at the 3 minute point on my timer

Cherry: Thank you.

Cherry: By the way, upon checking here in the account, the pending order for HD Complete was cancelled. Is this what you ordered for?

MARK_: yes. Who could possibly have cancelled that?

MARK_: by the way. the cable box power was not responsive. when I turned on the tv it reported it was in the process of downloading the interactive guide. Once again, when it got to the 2:10 point it stopped displaying anything. I have not touched anything since.

Cherry: Possibly the sales rep who applied the order since they are the only ones who can access the ordering system.

Cherry: Thank you for updating me, Mark.

MARK_: I’m glad I’m got this transcript.

MARK_: Now we’re at your 5 minute point. Should I try turning it back on?

Cherry: Yes please.

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user MARK has entered room

MARK_: now it is back to your explorer unit is not authorized for use

Cherry: I understand.

Cherry: Thank you for cooperating and trying it with me.

MARK_: now can we get someone who can diagnose the problem?

Cherry: Since we have both tried to do the activation and refresh remotely and manually and the box has not responded effectively, I would like to suggest to send our field technician and personally check on your box

Cherry: Yes. I can send him as soon as 3-5 pm on 28th

Cherry: Shall I proceed>?

MARK_: I fetched the box personally to repair it for tonight

MARK_: We need to get someone on the line now who knows more.

Cherry: We all have the same knowledge and tools to have this issue resolved. The best resolution is for us to send out a technician since this is more than a line issue that we can remotely detect

Cherry: Our technician can personally check on your box to see if there is something wrong with it, He can also double check the connections and inside wiring .

MARK_: I’m verifying the replacement of this box tomorrow with complete service. They are supposed to come between 3 and 5.

Cherry: That is I am not sure of. I am seeing the order here as cancelled. We can only confirm this with the Sales Department.

Cherry: Shall I verify this with the Sales Department over here on chat?

MARK_: I’m calling them. Someone is playing games with me and interfering with my family’s enjoyment of the Christmas holiday.

Cherry: I understand.

MARK_: I do NOT want it cancelled. I did NOT cancel it.

The analyst has left and your issue has been closed.

Waiting for response from Cherry

Cherry: I understand.

Cherry: That is why I am asking you if you want to verify it with them here on chat

user MARK_ has left room

Not really. I’m still there waiting.