Service Upgrade & Self Install Kit Tracking

After incorrect installation fees were put onto my first online order, I let an online chat representative convince me that the best way to fix the issue would be to redo the order with a better deal. I was worried about losing my installation appointment for the order, but they assured me that they would send me a self install kit and it would arrive before my original install date (which was the 8th). I received my order confirmation e-mail but never received any actual way of tracking hte order or the self install kit. Is there anyway to do this? Any order status?

Hello patriotsfan82,
I have sent you a private message so that we can discuss your billing concerns more freely.
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Haven't received a self-install kit yet.

I upgraded my service on 7/30/15 and I was told I would receive my self install kit in "3-5 days".
Tomorrow is the 5th day and I still haven't received the tracking number, or the confirmation email that it was shipped.
I called customer care yesterday for the tracking number, they said they wouldn't have it for 10 days, which would be after I already have it.
I tried calling again today since my UPS MyChoice dosen't have anything about a label being created or anything being shipped (nor does USPS, or FedEx). Spoke with customer care, she said I need to wait five days. I explained that I have UPS MyChoice, no label was created so I wouldn't have it tomorrow. She pulled up the account and then she said it was coming tomorrow, I asked for the tracking number which she couldn't provide. A few minutes later she then sent another self install kit. Now, if it was definitely coming tomorrow, why would she need to place another order for another kit?
So i'm assuming it was never coming tomorrow?
Can someone look and see if it is or isn't? UPS dosen't leave packages at our house without someone being home. If I have a tracking number they give you a 4 hour window of their arrival time. So a tracking number would be great to have instead of the time frame of between tomorrow and next week sometime...
There should also be a section in the MyXfinity to track and see placed orders like there use to be on comcast's old website.

ryrycun wrote:
As expected. No install kit like they said.
Called again, "should" be here Tuesday.
They failed to mention that they just created another new order yesterday, and chagred me for shipping, when the first one I agreed to, shipping was waved.
I apologize for the trouble you are having with this. I do see that a new order was submitted and is still awaiting fulfilment from our warehouse, from the information that I show here. Can you send me a private message with the address? I will make sure we wave any shipping charges for the trouble. -FC

Being billed for self install kit that I never wanted nor received

I am being charged $14.99 for a self install kit that i never wanted. I only had Comcast for a little over a month and being charged $31.04. My original payment was just for internet only and nothing else. I bought my own modem, put it in myself. and everything worked great until i received my bill for $31.04. I have tried multiple times trying to call and talk to someone trying to dispute that charge, but kept getting hung on. One representative i did talk to said he was going to transfer me to billing then hang up on me, his name was Oscar Ext. 5242. I was told that I would have to pay that "collections" payment before I could even talk to someone in billing. I never thought I would have to use a forum to get my issue accross but it seems that if the representatives cannot figure out what to do, they hang up and i can't wait 30-40 minutes of waiting each time to talk to a representative. Please respond quickly as I do want to upgrade my internet speed but I do not want to be charged for something i never wanted or received. I will provide more information if need be.

Ghostflakes-
I am so sorry for the delay! I am sending you a private message so that we can discuss your billing concerns more freely.
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Self install kit and failed video sik charges

My Comcast bill this month had a $15 charge for a "self install kit" and a $40 charge for “failed video sik”. Yes I was sent a self-install kit, but did not order one. I drove to the local Comcast office some 30 miles away to return it to unopened. What I did order was a cable card, which I picked up at the local Comcast office. After a full week of unsuccessful online troubleshooting and two 60 mile round trip visits to the Comcast office to exchange cable cards, it was suggested that a technician come out to my house. On 3/13 the technician arrived and after 5 minutes determined my issue was a "trap" on my cable line. After he removed it the cable card started working immediately. So after wasting a week of my time and two trips to the Comcast office you all reward my good nature by charging me $55. I can understand that there can be difficulties in setting up a new service, but I should not be charged when those difficulties were on your end not mine.

I am so frustrated right now. I also got a SIK charge on my new account with Comcast. I signed up with Comcast about 3 months ago. I am so busy, I didn't install
The equipment for about 6 weeks. I finally did it, but was unable to get the video to work. I called the customer Service multiple times. I even spoke to the technical department. They were unable to help me. After multiple phone calls I was told that I needed to have a technician come to my house. I said I did not want to pay for a technician. The customer service person said there would be no charge since it was not my fault. After two missed appointments the technician finally showed up. He was a very nice young gentleman who looked over my installation of my equipment and said I did a good job. The problem was the box was defective. It was not registered to my account.
The technician went to his vehicle and got a different box. He hooked it up, registered it to my account and it worked beautifully. He explained to me that the cable box that was originally sent out to me was defective. It had never been registered to my account. He apologized multiple times and left.
I just opened my newest bill from Comcast. To my surprise I had a $50 charge that says failed video S I K. I immediately called Comcast customer service. After speaking to one customer service rep And explaining the whole situation, she offered me one month free premium channel. I reminded her that this $50 charge was unfair since it was not my fault due to a bad installation. The problem was that Comcast sent me a defective cable box. She said she could not do anything for me and the $50 charge would remain on my bill and need to be paid as soon as possible. So I asked to speak to her supervisor.
The supervisor listened to the entire story about my defective cable box. He seemed very uninterested in the problem and simply stated that Bill will remain the same. He told me, "You'll need to pay the $50 as I'm not going to take it off your bill." I let him know that this was very unfair. And it felt a little bit like a scam to get money out of customers who are stuck. He was basically Unconcerned and pretty rude about the problem and let me know I had no alternatives.
So here I am...one more unhappy Comcast customer complaining about what has happened so many others. I just feel it's a real injustice for them to hit me with a $50 charge when it wasn't my problem to start with. They sent me defective equipment. I was never given the option just to mail back the cable box and receive a new one. They also never mentioned a $50 charge for the technician to come out to my home.
I don't know what else to do. Most companies, when you call customer service, they can understand the logic of a problem like this and they address it because they care about their reputation in the community. It's sad that this Company has become calloused to the needs of the customer.
I wish someone from Comcast would help me, as I love the high speed internet........

Comcast Self Install Kit problems

Switching over to Comcast and received my install kit in the mail. I have a new Linksys cable modem and the wiring is on the money. Put the CD in and start going through the process. It first needed Internet Explorer to be re-installed to run. (ugh!) Then when it does start to "work" it discovers a "network adapter" which is good but then it asks for my password to finish the install. I put that in and it hangs up saying the pasword you entered is incorrect. This is the same password I use when installing all my new software. I don't yet have a comcast password since I haven't gotten to that point in the install. There has got to be a better way. I really do not want some comcast techie messing with my imac.
Anyone have any experience with this?

Hi--
I have the modem router address and the MAC number
from the modem.
If your state is like mine, you just need the MAC address of the cable modem. If I were you, I'd just give up on the installer and call Comcast.
Here's what's happening: when you hook up a new cable modem to Comcast's network, you get stuck in what's called a "walled garden" where, as you've found out, it tries to get you to download and install some software. My experience is that the software stomps all over your network settings, creates general havoc (including setting IE as your default browser), then, if it works at all, eventually dead-ends you at a last page where you're told to call a 1-800 phone number to call, with your cable modem's MAC address. You'll talk to a real live person for about 30 seconds, then you should be good to go. I think the number is 1-888-COMCAST.
charlie

Self Install Kit Question, Need assistance

Hello,
Moving from Moonachie NJ (house I lived in damaged badly by Sandy) to Paramus NJ. I would like retain my Verizon service, but current wait for Verizon service hookup in new house is mid/late-December. I noticed the house I will be moving to has previously had Verizon Fios service, as it has the (battery?) box. Can someone assist me with this? Thanks!

Sorry to hear about the loss of your home. We would like to help out with your move order. So we can get more information from you, I have copied your post to our private support board. Please refer all correspondences to there from here on out. You can easily get to the private support one of two ways. In the email you signed up for the forums with, you will receive a link to click on. Make sure you are already signed into the forums before clicking on this link. Another way of getting there is by clicking on your username anywhere you see it in the forums. This brings you to your account profile. Scroll down to the section labeled "My Support Cases" . In there you will see the link to your case.
Anthony_VZ
**If someones post has helped you, please acknowledge their assistance by clicking the red thumbs up button to give them Kudos. If you are the original poster and any response gave you your answer, please mark the post that had the answer as the solution**
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Confused: Does the Internet Self Install Kit Always Include a Wireless Gateway?

Hello, I ordered the "Boost" internet package for my new apartment WITHOUT a rented modem. When I purchased the plan, Comcast included a free self installation package. This pack (being shipped to me as I write this) supposedly includes a wireless gateway from what I've read. Am I correct in this assumption? Do all self installation packages include a wireless gateway, or just when you rent a modem? I was planning on purchasing my own modem on Amazon (a lot cheaper long term) before I move in this weekend. If the gateway is included, is there a corresponding charge? If so, can I return the uneeded equipment to avoid one? Thank you for your help.

Comcast sales seems unable to control Comcast equipment. But they will always tell you what you want to hear in order to complete the sale. I too received different equipment than what I carefully reviewed and requested with the sales person. You can always return extra rented gear to Comcast and stop rental fees. Do go to their office and get a copy of the return receipt when you physically return the equipment, if it is at all possible. Do keep the return receipt in your records FOREVER. Comcast has a strange habit of charging us for gear we have already returned. Finally, there is one advantage to starting your account with the standard, rented equipment. If there is any problem with the initial setup and they have to send a tech out, that tech cannot point to your "owned" gear and claim it is part of the problem, which in turn results in you getting charged for the tech visit.

X1 self install epxerience

I ordered the X1 self install kit to replace my "Any Room" DVR box and two satellite boxes. Here are my experiences: -I recieved the new equipment withing 5 business days. It was nicely packaged, and has alot of documentation with each box. Make sure you keep the "Account Card" handy. It has your account number and phone number on it. -All new boxes have new power supplies. It's a shame if you already "neatly tucked away" your existing power supplies in "cable managers, etc". You'll have to "unbundle" all the cords, etc and then "rebundle" them to get them organized and out of sight. -Don't follow the "hook up" instructions. They'll lead you believe that you hook up the power and your TV cables first, and then later on hook up the cable connection. It won't work. Hook up everything first and then wait for the activation screen. It'll take a few minutes for the "activation screen" to show up. Use the remote and the info on the card to enter your account number and phone number. If you don't get a TV show displayed within a few minutes, call Comcast Immediately. They messed up and didn't remove my old equipment from my account and I couldn't activate the new equipment until this was done, and they sent "refresh" signals to my new boxes. This'll take some time--for me it was about 30 minutes. -Once you get the first TV show displayed (above), you IMMEDIATELY NEED TO SET UP YOUR REMOTE!!! If you don't (as I didn't), you'll get an annoying screen that says a channel is free, etc along with a cryptic key symbol. Why the screen doesn't say, "SET UP/PAIR YOUR REMOTE NOW" is a mystery to me!!! The Comcast tech I called was "clueless" about what the problem might be. He wasted about 45 minutes of my time. I finally figured aout the problem and had to tell him the solution!!!! -After you set up the DVR box and begin to install the satellite boxes, you'll have to set up the remote for each satellite box too. I live in a large house and every time I set up the remote for a satellite box, the signal from satellite's remote went thru the walls to my main DVR box. I had to set up my DVR's remote each time. It only took about 30 seconds, but was alarming at first. This should be documented in the materials that are sent. -You'll see some features missing on your new equipment/system as compared to the old equipment. The new equipment doesn't let you SET A REMINDER for an upcoming show. Don't bother to look for it. When you are "Paging", there is no "WRAP" feature. Once you go "all the way to the top of program listings, you'll have to start paging all the way in the opposite direction. This is a "PAIN". When you view the program listings, the "font size" is smaller and hard to read. Make sure you look at the "program/channel" information at the right lower portion of the screen. It's much easier to read but should be displayed in a "brighter" mode to catch your attention. -I have all my old equipment boxed up and applied the "pre-paid" UPS sitcker to the box. I'll be dropping it off at my local UPS office tommorow. I wish I could have called UPS for a pick up at my home. I have my "fingers crossed" that the old equipment will be removed from my account immediately and that I won't end up being billed for both the new and old equipment. I've had this happen to me many times before, and it's a real pain to get corrected!!! -Overall, some "Tweaks" are are certainly needed. I've only used the new equipment for a couple of days, and it can be a great way to watch TV. I hope this helps anybody that is new to "X1". Jim

Regarding double billing...my old equipment return date on the bill was the date I received the new equipment, even though I also sent it back UPS. I'm going to give comcast the benefit of the doubt that this was deliberate on their part. I was not billed for any overlap.
I agree that the equipment card is key. Also, use the phone number on the card. Comcast had my TP number listed, but I used my landline. My mistake ruined what would have have been a flawless install.

How to track Service Item in Install Base

Hi,
How to track a Service Item in Install Base. If I'm right, when we define the item as Service Item in Inventory, Install Base Trackable cannot be enableed...
Scenario:
Customer is doing some services to its customer which has a contract for 1 Year. So we are creating service as Service Item in Inventory and then we create a contract for this service item.
How do we track this in Install Base?
Please help
Thanks & Regards,
Pavithara R.

Hi,
A service item by definition need not be tracked in IB. The service may be provided on a machine or asset which will be tracked in IB. Since service item is not a tangiable item, it is not IB trackable.
Kindly explain the business scenario to track the service item in IB.
Regards

Easy-to-use self installation kit

Moved to customer service, not a TV equipment issue.

tjmarsh84 wrote:
I ordered a self installation kit online on 08/01 and I cannot figure out how to track it online. I have the order number, confirmation number, and my account number.
Apologies. I sent you the UPS tracking number via Private Message. The current estimated delivery date is Thursday, August 6. Thanks for your patience.
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The envelope icon will have a number next to it if you have any new messages waiting.
To open a PM to read it, double click on the envelope. If you click on the envelope a window will open with tabs for your Private Message Inbox, Sent Messages, Friends, Ignored Users, and Compose new Message. You can also access this area by clicking on the Username in a Thread or post. By default, Private Messages are enabled. You can disable this feature in My Settings>Preferences> Private Messenger.

Vista Service Pack 2 install error message and Realtek incompatibility

Just want to inform that service pack 2 install gave me an error message when I installed it on a clean rebuild of my Toshiba laptop. Something about an incompatible driver. As I had already installed the latest drivers from Toshiba pages, I choose the 'ignore and continue' action at install, and the update successfully completed.
I then ran the Windows Upgrade advisor utility (just search a Microsoft website to find it) which checks for hardware/driver compliance with Vista.
Their report says that the Realtek RTL8187B wireless adapter driver has an issue with Vista, and recommends that the latest driver be installed. Since I do have the latest Toshiba driver installed, what is the procedure to follow?
The wifi connection with this laptop functions well, with the only 'problem' being a 45 second delay when waking up from sleep mode to being able to open a new web page. This is the time it takes to establish a connection to my router/modem.

> Their report says that the Realtek RTL8187B wireless adapter driver has an issue with Vista, and recommends that the latest driver be installed. Since I do have the latest Toshiba driver installed, what is the procedure to follow?
You could try the Realtek WLan driver from the Realtek driver page.
There you can find the latest Realtek drivers for different Realtek chips.
But to be honest I would not be worried about this massage.
Something like that can happens always after any installations of the Microsoft service packs.
I remember that many drivers were not supported by SP1 but they ran properly
So take it easy ;)

OEM Pro, then upgrade or install Full Retail Ultimate 7 directly. W530.

Hi. I've calmed down a bit after the excitement of my first computer upgrade in a few years (went from T61p to W530). Pretty happy with the W530. In fact, very happy. Wish Lenovo would have as much published info about the W530 as was offered for the T61p. I think that info enhances the value of Lenovo's user's experience. Makes Lenovo a better value proposition. Anyway...
I have the (legitmate) OEM Windows 7/64 Pro recovery disks for my W530. I want Ultimate (because of Bitlocker, and a few other features that are nice). I have the UItimate Install disks (w/ legitimate key), but they arent' Lenovo OEM disks. Ideally, I'd install the OEM version (which has all the drivers installed) of Pro, then would use the Ultimate disks to upgrade. If that works, that's what I'll do. Alternately, I could just load Ultimate directly, then load update manager 5, and update my drivers and such.
The question is: is it ok (or even better) to load Ultimate directly, without the Lenovo OEM stuff? Pluses, minuses?
If I can't use the full version key of ultimate to do an upgrade, I guess I can troll eBay for an upgrade key. Can OEM versions be upgraded?
If it matters, the install is going onto a Samsung 850 Pro 500Gb SSD.
Thanks!
Two W530s, i7-3820QM, 2.7Ghz, 500Gb Samsung 850 Pro, 1920x1080, nVidia K2000m/100m, Win 7 Pro
T510, M540, 2.53Ghz, 1Tb hybrid drive, Win 7 Pro
Two T61ps, T9500/T9300, 2.6GHz, 8Gb RAM, 256Gb Samsung 840 Evo, 1900x1200, nVidia 256Mb FX 570m, Win 7 Pro/Ultimate
Solved!
Go to Solution.

If you're not going to use the Lenovo-provided 3rd-party software products (which mostly are lite or trial versions that you need to pay for anyway if you really want to use them fully-featured), or if you already have your own collection of 3rd-party products (both free and non-free) that you would be installing after-the-fact and using anyway on your new W530 no matter how you got whichever Windows version installed (and thus you'd probably be UNINSTALLING any "bloatware" from your delivered W530 in any case), just do what you want if you have a retail Ultimate and you want to use it.
As a 2-year owner of a W530 (243852U, Win7 Pro x64, K1000M, 8GB memory) who 1 year ago replaced the original 500GB spinner with a 512GB Samsung 840 Pro and reinstalled "from scratch" using a retail Windows Pro x64 installation DVD rather than even considering using Lenovo's recovery media (which I never even kept in the first place!), my own feeling is that creating a "pure" self-installed Windows is amost always the way to start if you have a day or two... assuming you have a retail Windows installation DVD and your own collection of 3rd-party software products which characterize any machine setup that you build.
I already maintain my own manually maintained collection of latest up-to-date drivers and Lenovo system products for the W530, as I am periodically checking for any recent updates on their W530 driver download site and maintain my own local folder of all of these installer files anyway so using them all if I had to start over from scratch is not an issue. Actually, I also use more recent versions of drivers from Intel and nVidia than Lenovo provides.
In actuality, the ONLY piece of Lenovo-provided software I have SOMETIMES used is System Update installed on my machine. This is actually a theoretically automated and accurate way of getting all latest drivers and other software needed by your own particular machine which have not already been obtained through standard Windows Updates anyway. But in my experience the database referenced by System Update is not always up-to-date, and often lags somewhat from the actual W530 download site.
Bottom line: I could have my W530 totally devoid of ANY Lenovo-provided system utilities and it would not affect me, but then that's just me. I certainly have not used ANY of the Lenovo-provided 3rd-party software products, as I have my own collection of fully-licensed products that mostly all get installed onto all of my machines (desktop or laptop).
Bottom bottom line: swapping a hard drive spinner for an SSD doesn't normally justify reinstalling Windows. There's no licensing reason to reinstall (i.e. a new hard drive/SSD is an allowable upgrade to continue using the same instlaled Windows with the same license key). So you can just use one of many products to "clone" your existing partition(s) to your new drive (e.g. Macrium Reflect, Minitool Partition Wizard, even the Samsung-provided cloninig software, etc.). Or, if both drives aren't available simultaneously you can just do a 2-step equivalent, by taking a "system image backup" of the existing environment out to an external USB 3.0 backup drive, then swap internal drives, and then do a "system image restore" from the external backup drive to the newly installed internal hard drive. Of course if you really wanted a new version of Windows (e.g. Ultimate, in your case), then a reinstall from scratch is the course you must take since I don't think OEM licenses for a given Windows can be upgraded (but I may be wrong).
NOTE 1: even if you were to just clone your current spinner-based Windows onto the SSD, avoiding the Ultimate install for now, you'd still want to run Samsung Magician to "optimize/tweak" Windows for SSD performance since it had originally been installed as intended for spinner performance. There are some additional tweaks you should probably look at to get the most out of SSD. And Samsung Magician provides (a) rapid mode, and (b) over-provisioning, for still more SSD performance.
NOTE 2: Lenovo also provides a "driver grabber/updater" set of utilities for System Admins, which is like System Update but more under your control and is intended to maintain a folder of drivers/utilities (exactly as I do myself manually, without any assistance from the Lenovo software). But again, it's based on the same database that System Update works off of, so even it can lag behind what's actually available directly on the Lenovo W530 driver download site.
Sorry if this is providing unnecessary information to you. But I've gone through several such spinner->SSD upgrades, or in the case of several M93p desktop machine configurations for friends and family, have ADD'ed an SSD as a second drive (to become the primary boot/system drive), retaining the original Lenovo-provided spinner but repurposing it to become a secondary data drive.
In the case of these M93p situations, I opted to "quickly and easily just clone" the existing Lenovo installed Win7 from spinner to SSD, and avoid having to reinstall Windows from scratch onto the SSD (also avoiding Windows and driver updates, reinstall of 3rd-party software and Windows customizations, etc.). In the case of my own W530, I instead opted to reinstall from scratch onto the newly installed SSD, using the opportunity of the hardware upgrade to truly "build my own Windows" and not have any leftover pieces from Lenovo other than what I chose to manually reinstall myself.

Some ONTs not capable of self install?

Hello All,
Current FIOS customer - and moving to an apartment four blocks away where the previous tenant had FIOS. Scheduled the move as soon as I signed the lease, so a tech will visit on 9/10.
Our FIOS is ***CRUCIAL*** to our existence - cell phone service here is spotty (town won't approve new towers) and the wife and I work from the house.
I finally got a hold of someone in support today, who checked with their manager, and it took an hour - but they came back and said that the ONT in the new address "cannot be activated" through the self install process. I did not want to give up the 9/10 date until I verified that a self install was possible - if I give up that date, they told me October was the next available slot.
Do I have any options at all? They are trying to move the date forward, but I'm not holding my breath. I'd pay for some kind of expedited service. I would visit a local office if I thought it would help at all. I could live without for 1-4 days but 10 days?!??!
Does this make any sense that some ONTs can be self-installed and others cannot?
TIA,
Brian
Solved!
Go to Solution.

What happened to the old cabling (RG6)? Is it still there inside the apt? Outside? Was it cut off at the ONT?

Rosettanet Self Test Kit and XI

Hi,
We have developed some Rosettanet scenarios and now recently installed the Rosettanet Self Test Kit.
But we are finding it a bit confusing to link both XI and STK. How do we actually use the STK to test the scenarios with XI ?
ShaBZ ~~

I found this from one of the threads, a reply by Sam Raju;
>>>>>>
Part I. Test Using STK
In your XI ID:
1) Define both the parties 1) Shipper(Your Partner) 2) Receiver(Your company) with identifiers like DUNS Number.
2) In ID goto>Tools>Transfer Integration Scenarios from IR-->select the scenario "PIP3B2_Receiver" from the drop down list.
3) Follow the 4 steps in the config wizard.
4) While creating your CC, create it from the channel template delivered with the RosettaNet BP.
4.1) Specify the URL for STK which should be in the following format
http://<STK Server>:<port>/rosettanet/servlet/listenerServlet?userId=<Party Name> <b>>> the server is my ip but then what is the port ? Also i am using the default user TesterA so is it the <Party Name></b>
4.2)In the location fields, enter your location and your partner location. <b>>> your location and partner location -> can anybody elaborate ?</b>
In your STK
1) Start the RosettaNet STK.
2) enter the UserID<Partner Name in XI>
3) Select the Test Scenario, 3B2V01.01-AdvanceShipmentNotification-0001-Scenario-Shipper
4) Enter Global Business ID(DUNS Number) and Location ID for both the partners. These fields should be same as in your R/3 Party configuration.
5) Enter the URL as follows:
http://<XI Server:<J2EE_Port>/MessagingSystem/receive/RNIFAdapter/RNIF
If everything is configured correctly as mentioned, you should be able to test your single-action scenario.
~~~~~~~~~~
We have developed scenarios for PIP3A4's and 3C3's in XI and need further help to test it.

How do I stop Internal Security 1.0 add-on continually self-installing

Internal Security 1.0 add-on continues to self-install after being removed. Firefox points out that it is a security threat and disables it. I uninstall it. The next time I start Firefox it reinstalls itself.
== This happened ==
Every time Firefox opened
== Firefox was started after upgrading to v3.6

Your plugins list shows outdated plugin(s) with known security and stability risks.
# Next Generation Java Plug-in 1.6.0_16 for Mozilla browsers
Update the [[Java]] plugin to the latest version.
See http://java.sun.com/javase/downloads/index.jsp#jdk (you need JRE)
See http://kb.mozillazine.org/Uninstalling_add-ons

Service Upgrade & Self Install Kit Tracking

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