Visitor
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2 Messages
Cannot activate 4k box, both AI chat and phone system tell me my old box needs to be reset and I need to wait 10 minutes
I received my new 4k box yesterday, today I'm trying to activate it. It fails and tells me to call support. Which I do. It detects that my old box isn't plugged in and needs to be reset and I need to wait 10 minutes to talk to them again. The AI chat tells me there are no new devices to activate on my account. The phone system eventually stops responding to me, each time I call back it says my old box needs to be reset. I cannot get a human to talk to me until my old box is online. I want to use the new box, not the old one. I'm stuck and cannot get a human to talk to me.
Accepted Solution
XfinityRichard
Official Employee
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3.1K Messages
6 months ago
It was a pleasure, @user_2gtfuc working with you in private and getting your box activated. We do appreciate you and your business!-Richard
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XfinityAmira
Official Employee
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4.8K Messages
6 months ago
Hi user_2gtfuc! Thanks for taking the time to reach out on our Xfinity Forums. We appreciate you being a customer with us, and I am sorry to hear you have not been able to successfully activate the new 4K box. Rest assured, my team is here to help and would love to assist you with this. I see you have already sent us a Direct Message. Please note that sending unsolicited direct messages is a violation of our forum guidelines. You must first create a Public post requesting assistance, and once a Comcast-verified employee responds and asks for a direct message to be sent, you can then proceed with doing so. This is just a heads-up for future reference, but I look forward to further assisting you via the Direct Message.
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user_2gtfuc
Visitor
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2 Messages
6 months ago
So far I've had someone try to sell me wireless service and an agent just end the chat when they couldn't get my box to work. Just flat out gave up. What a complete joke.
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