The issue involves station 824 (FYI-HD). Since acquiring Comcast service on August 28, 2010, we have had access to this station. (N.b., station 115, the non-HD version, automatically redirects to station 824.)
Upon trying to access this station on the afternoon of November 17, 2016, we received this message: “To watch this program, you’ll need to add this channel to your lineup. Please go to xfinity.com and select My Account to update your services."
We called Comcast customer support. Four agents—one in billing, and three technicians—confirmed that our plan *already* includes authorization for 824 (FYI-HD). The technicians performed a series of resets and reboots, over three hours, to no avail. Finally, the third technician transferred the call to an agent who would set up a visit.
Before setting up a visit, the last agent checked and told us station 824 (FYI-HD) has been“moved” to the “Preferred” plan. This has been done without notification to us. I have looked on the website and see that the “Preferred” plan costs an extra $10 per month.
Removal of a station from our plan is a reduction in service. Doing so without notice is unfair. Requiring payment for a more expensive plan to restore access to the channel is unscrupulous.
Upon acquiring a chat with an agent to request an explanation, I received, merely, a link to a list of authorized stations for the various plans.
This was not helpful. One may with some validity wonder which other stations may be removed, at whim, in the future. Comcast/Xfinity service is notably expensive, as is, already. The monetary expense is now accompanied by an expense of frustration. It should not be so.
I guess this falls under the TOS. “Subject to applicable law, we have the right to change our Service(s), Xfinity Equipment and rates or charges, at any time with or without notice. Subject to applicable law, we have the right to change our Service(s), Xfinity Equipment and rates or charges, at any time with or without notice.
We also may rearrange, delete, add to, or otherwise change programming or features or offerings contained in the Service(s), including, but not limited to, content, functionality, hours of availability.”
In other words, Xfinity is not bound by any TOS whatsoever.
