Entitled to Equipment Upgrade



Hello! (Second attempt to post this, hope this one is acceptable…)

I am confused about something, and hope someone here can point me in the right direction…

I am on the X1 Preferred Triple Play bundle. I have two TV boxes, both are Pace RNG110. A few weeks ago, I received messages from Comcast saying that I should upgrade my TV boxes (at no cost to me) to provide access to new features (I assume, to allow me to watch streaming services that I do not believe one can access via the RNG110).

When I tried to order the upgrade online, initially, the system would generate an error each time (“something went wrong, try again”). That is, until a few days ago, when it instead started telling me my equipment is “the latest.”

Yesterday, my wife called the 800 number, and was told that we were not entitled to an equipment upgrade, because our equipment was up-to-date, and suggested that we would need to change our service to get additional features.

My questions, then, are:

  1. Can someone tell me if it is likely/certain that I should be entitled to replacement TV boxes?
  2. What is the best way for me to pursue this (who should I contact)?

The services I have are meeting my current needs, but I do want to have everything I am entitled to, including the latest version of equipment.

Thanks in advance for any assistance/advice!


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