Visitor
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2 Messages
Can't link new Xumo box to account - incorrect PIN
We went to the local Xfinity store and exchanged our Flex box for a new Xumo box. When setting up the Xumo box we are asked to confirm our identity and accept T&C's. After accepting we are asked to confirm by entering our PIN. We had no clue what our PIN is, so we called the support # given on the display. The support agent told us the PIN is the last 4 digits of the primary phone # on the account. This 4 digit PIN didn't work. The support agent said we must have changed our PIN. We tried all of our known 4 digit PINs to no avail. We asked the support agent if he could reset our PIN for us. We went around and around with the support agent for over 90 minutes. He would put us on hold several times, seemingly to discuss our issue with a supervisor or someone with greater knowledge. We finally gave up and went back to the Xfinity store and got another Xumo box. Same thing happened with that box. Very frustrating. Luckily we have a Superbox with over 2000 channels, so we'll use that until I have a chance to go back to the Xfinity store and get my old Flex back.
user_c2fa8f
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2 Messages
8 hours ago
The rest of the story copied and pasted from my Google review... I'm giving this review five stars because of two people, Toure and more importantly, Greg. I'll summarize our experience but try to provide pertinent details on both Toure and Greg. It started with me bringing in my Flex box to exchange for a new one on Friday morning, 9/5/25. Toure was professional, courteous and quick, and he had me out the door with a new Xumo box in under 5 minutes (5 stars). I got home and immediately began setup. Everything was fine until I was asked to enter my PIN to confirm identity and accept T&C's. The box would not accept my PIN which as instructed is the last 4 digits of the primary phone# on the account. We tried multiple PINs but nothing worked. We called customer support and finally got connected to an Offshore call center. The agent was nice, but after 90 minutes he still had not resolved the issue, even with 2nd level help. My wife returned to the store Friday afternoon to get another Xumo box (2nd level support said the first Xumo box must be defective). We tried to set up that box and again got stuck on entering our PIN. Saturday morning 9/6, we went back to the store and luckily were greeted by Greg. Greg was amazing. Apparently Greg has access to a "secret screen" in the account management tool (my term not his). This screen clearly showed that the primary phone# was set to [Edited: "Personal Information"]. So our PIN was [Edited: "Personal Information"]. Greg was able to quickly replace that # with my mobile #. He gave us another new Xumo and we went home and set it up with no issues. Greg gets 10 stars if I could give that many. I guess the remaining question is why didn't the offshore call center have the same screen as Greg?
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