Funny, my client just sent me a picture with a “forced upgrade” letter. The client needs to call in to schedule a new upgrade by May 1st. Otherwise the box’s will loose functionality.

Ya, I got that letter too. First time I received it about 8 months ago. I called in and they just wanted to replace my modem and 2 DCX (gray) cable boxes. Ok done.

Received another letter a month ago saying we need to go to X1 to keep service active and functioning.

A big pickle I’m in, I’ll tell ya.

Going back to this, the client's business manager, in order to save money, began the process of an X1 install. A Comcast gateway mysteriously arrived at the house, when a recent Surfboard modem and separate router was already in use (so it wasn't an upgrade from an older gateway). We didn't hear about the upgrade in process. The result is, it seems that the system is showing X1 boxes but legacy boxes are still installed. Possibly this has caused the list data to disappear.

An X1 install will probably happen next week and the problem goes away.

A week of weird problems to troubleshoot.