HomeMy WebLinkAboutCAG1993-0577 - Other - Upcoming Changes to Services - 01/26/2016 COMCAST
January 26, 2016
Ronald Moore
City Clerk
City of Kent
220 Fourth Ave S
Kent,WA 98032
Dear Mr.Moore:
Subject: Correction Letter
Please find enclosed a copy of the sample letter that will be sent to customers regarding the upcoming
change affecting Comcast's set-top boxes. I apologize that the sample notification letter was not sent with
the original notification on January 22,2016.
As a re-cap beginning April 1,2016 customers in the Comcast Washington Market Region,will be asked to
upgrade their set-top boxes to take advantage of our HD Enhanced Program. With this upgrade, customers
will enjoy improved HD picture quality and be able to record and store more shows on their DVR.
We are informing our customers of this upcoming change through letters to their homes and set-top box
messaging. We will continue to notify customers on an ongoing basis about this change, including any
deadlines for action,and will keep you informed as well.
Please let me know if you have any questions.
Sincerely,
Terry Davis
Director,Government Affairs
cc: Franchise file
Dea Drake,City of Kent
15815 251 Ave W Lynnwood,WA.98087
inity
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We're writing to let you know we need to replace one or more of your set-top boxes,
We're making some changes to improve your HD service,paving the way for more HD channels,better picture quality
and faster Internet speeds.We noticed one or more of your current set-top boxes will need to be replaced with boxes
that are compatible with our new enhanced HD. By replacing your set-top box,you'll be ready to enjoy these upcoming
improvements and ensure you don't lose access to any of your existing HD channels.And we'll make it easy for you
to swap out your box for a new one — free of charge.
To see which set-top boxes need to be replaced,go to channel 1995 on each of your TVs and follow the on-screen
instructions.You can order a new box right from your TV and have it shipped to your home.
We know replacing your equipment can be inconvenient,so we'll do everything we can to make it simple and easy
for you.If you have any questions, please visit xfinity,com/HDenhanced or give us a call at 1-SW-XFINITY and
select HD Enhanced.
Sincerely,
NartiP
Title
Comcast
Please go to channel 1995 to replace your set-top box.
Or visit xfinity.com/'HDenhanced to learn more.
Frequently Asked Questions
0 Why do I need to replace my set-top box?
We're making important updates to improve your HD experience. One or more of your
set-top boxes will need to be replaced with newer ones to support this update.
0 1 have more than one set-top box — how do I know which one(s)
needs to be replaced?
Simply go to channel 1995 on each of your TVs and follow the on-screen instructions.
It will let you know if your set-top box is compatible with the upcoming changes or not.
0 How do I replace the box(es)?
You can choose one of these four options to get a new one:
• On your TV- Go to channel 1995 and follow the on-screen instructions to get a new set-top
box. We'll ship a replacement to your home.
• Online: Order a replacement set-top box online at xfinity.com/HDenhanced.
• In store: Pick one up at an XRNITY0 retail store or service center.
• By appointment: If you'd like to schedule a professional installation for an additional fee,
please call 1-8004FINMY.
0 Can I get the X1 Entertainment Operating System" when I replace
my box?
Yest Please call 1-800-XFINITY for more details.
0 How do I return my existing set-top box?
There are three options to return your box:
• By mail: If you receive your new set-top box in the mail, follow the instructions enclosed in
your self-install kit for returning your device.
• In store: If you pick up your new set-top box at an XFINITY retail store or service center,you
can return your existing set-top box there.
• By appointment: If your new set-top box is professionally installed,your technician will take
your existing equipment.
Helpful tip: When you get your new box or boxes, don't forget to reset all your DVR recordings
and Parental Controls. Go to XFINITY.com/DVR and XFINITY.com/parents for more info.
Go to channel 195 to replace your set-top box.
Or visit xfinity.com/HDenhanced to learn more.
COMCAST