Diamond Membership - 150 Hours DVR Perk lost when exchanged cable box

I received an email congratulating my Diamond membership (a 44-year customer), and as stated, I didn't have to sign up. My prior plan had 20 hours of DVR service. I was automatically upgraded to 150 free hours. Unfortunately, my cable box lost power, and it was exchanged for a "newer, upgraded" box. However, when I hooked up the new box, my hours returned to 20 hours of my recordings, with the others being removed. Spending much time and getting nowhere with an agent on Xfinity Assistant, I was told to phone for help. Upon sitting on hold the prior day for 1 1/2 hours and never connecting with a real person, I have no desire for another repeat. I am hoping someone from Infinity could please help? All I want is to have my 150 hours' rewards/bonus returned to my account and my old recordings returned. Any help will be sincerely appreciated. Thank you.

BTW...I was unable to read the webpage as a new member of this forum; every time I tried to scroll down a line, it immediately jumped to the bottom of the page.

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EG

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117.1K Messages

1 day ago

Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.

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user_h7mbt0

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4 Messages

Thank you for taking the time to direct my message to the appropriate place where I may obtain the help I need!

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1 day ago

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XfinityVictor

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2.1K Messages

Thank you for providing your account information, I can finish verifying the account by sending a verification code. We can send it via text or email. Which would you prefer?

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer. tick

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1 day ago

XfinityBrianH

Official Employee

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2.1K Messages

1 day ago

user_h7mbt0 Can you please send us a DM. You can start by clicking the chat icon located in the top right corner of your forums' page when signed in. Once there, you can direct your messages to "Xfinity Support." Please add your full name and service address to help us locate your account. Let me know if you have any questions.

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user_h7mbt0

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4 Messages

Thank you, BrianH! Direct Message has been sent!

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1 day ago

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user_h7mbt0

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17 hours ago

Upon using my "newer cable box", I found it to be inferior to my "older box". (This is how the agent from Infinity Access referenced it to me) The Infinity Access agent ordered the Xi6 Wireless TV Box for me to pick up at the Xfinity Store. However, I received the Pace and Samsung XG2. My husband has early-stage dementia and I didn't want to concern him with the box model details, so 'No, he didn't check on the box he was given'.

"If you need a new box, I think your box needs a replacement as it looks quite old. Xfinity has a new wireless 4K box, so I can help you with a new box at no cost.

Let me first troubleshoot this box and get it working for you in the meantime.

I know my account states I am entitled to a free upgrade. Must I go to the Xfinity store near me?

Yes, you can get the new box from the nearby Xfinity store as well. Shall I place the order for store pickup?

I hate to lose my recordings

No, you won't lose the recording. Please be assured about it.

How will I keep them?

Just ask the support team to please restore your recording back into the new box so that you won't lose it.

Please ask them for a 4K wireless DVR box and also to restore your recordings. Only the store team can restore all your recordings.

But there needs to be a voluntary confirmation as well to the store agent, so I asked to please say them verbally to transfer the recordings.

I have added everything in the note.

What cable box did you order? Is it more recent?

The 4K wireless DVR cable box

Which model?

The 4K wireless DVR cable box

This is an advanced cable box you will get.

The name of the Model?

Xi6 Wireless TV Box

This is model name. This model supports 4K Ultra HD (UHD) resolution. Xi6 model

When my husband picked up our box, he was told by the Xfinity salesperson (a young kid)..."that he doesn't transfer recordings." Obviously, he also doesn't follow instructions from an Xfinity agent

Googling told me that..."The Pace XG2v2-P ) is commonly reported to suffer from severe performance issues, described as sluggish, outdated, and prone to freezing. Users often experience slow guide navigation, long channel-change delays, and unusable streaming apps (Netflix/Prime). Here is a breakdown of the common problems and known solutions based on user reports:"

AI then goes on with a list of problems and causes. And under...Troubleshooting and Solutions... "Swap the Equipment: The most effective solution is to exchange the XG2 for a more modern box at an Xfinity store, such as the XG1v4 (which is 4K capable) or the Xi6 wireless box".

Doing a SEARCH on this Community Forum proved Google had it right.

It is unacceptable to be given a box that is very old and not compatible...like I would not use Prime, Hulu, Paramount, etc.????? The local Xfinity Store is a half-hour drive one way...and with the cost of gas today, it is an expensive swap from my old box that stopped working. BTW...if I am remembering correctly, my prior box was picked up at the same store last fall. It didn't last 6 months?

Hopefully, someone from Xfinity will please be able to help me with this additional problem? Thank you!

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Customer Service

user_h7mbt0

Diamond Membership - 150 Hours DVR Perk lost when exchanged cable box

EG

user_h7mbt0

XfinityVictor

XfinityBrianH

user_h7mbt0

user_h7mbt0

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