Action Needed: Your TV equipment needs to be replaced

@user_2d730e Thank you for reaching out on our Xfinity Forums. I would be happy to review the equipment on your account with you and help get this resolved. To get started, please send our team a direct message with your full name and full address.

To send a "Direct Message" message:

• Click "Sign In" if necessary
• Click the "Direct Messaging" icon at the top of the page (looks like a text bubble)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
• Type your message in the text area near the bottom of the window
• Press Enter to send it

I certainly understand. I can get one out right away. Is now a good time to start the process? 

I do hope you have a wonderful day. If you ever need us please do not hesitate to create a new post.

Using chat was a waste of my time. I am bringing the cable box to a local Xfinity store and swapping it for a new box. I had asked that they send me a new box in chat. They said I had to approve an order form. They sent it to my home phone which is not a cell phone so I never got the message. They wanted to charge me $10 for the new box, basically holding my money hostage until they got back the old box. Then I would get a $10 credit on my next bill. There is no easy way to work with customer support anymore.