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Getting an additional box
I have one tv in the family room and it has the one box attached to it, with a cable that comes from the outside.
I have a 2nd tv in my bedroom where I have a roku stick and I guess I stream through it.
I do not get the same channels from the tv in my room(I assume cause it streams and I do not have a box) as I do from the one in my bedroom which does not have a box.
I called Xfinity to ask for a 2nd box to be installed in my bedroom so that I can get the SAME channels as I do in my living room , where I have the one box.
They told me that it would take 2 to 3 days, and that I could install it myself.
I asked him if I did not need someone to come out and run a cable from the outside to my room and they said NO, that it would be done via the internet, and that I could do it myself.
I made it very clear that I did not have any type of cable coming out of the wall in my bedroom, and they said no worries, to call them if I had issues installing it myself.
2 Weeks later I still have not received any box, so I called again today and they said the order was showing pending and that we should cancel it and place a new order. I said ok.
I asked the agent again how to install this box myself and he said to attach the coax cable to the wall. I told him I did not have a cable coming out of the wall.
He then said that I would have to pay $100 to have a technician come out and run the cable. I asked, why did the first agent 2 weeks ago not tell me that. His response was that there are 2 types of boxes, one that requires a cable and one that does not. At this point I didn't believe anything he was telling me., so I asked to speak with a supervisor, and here I am on hold for over an hour waiting to speak with someone at Xfiintiy that can explain to me in simple clear English what my options are. So, instead of getting a supervisor I was transferred to the retention department where the agent asked me again , how can he help me, and what was the issue I was having. 1xfinity is a joke.
XfinityJustinC
Official Employee
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1.6K Messages
10 days ago
Hello, @user_xvnswr thank you for taking time to create a post over Xfinity Forums. I completely understand the frustration with the experience, and hesitancy with the infromation you were told. I did want to confirm that we do indeed have different connection types of set-top boxes. One would require an outlet and coaxial connection, and then a HDMI or other cable connection from the device to the TV. The other is a wireless set-top box that doesn't connect to an outlet, and connects to the WiFi signal in the home. Here is a great article I found online that has more info on the different equipment we offer, the wireless box is called a XI6:
https://www.xfinity.com/support/articles/x1-hub-vs-companion-box
The wireless set-top boxes are a great option for a room that doesn't have an outlet installed, so could see why someone may recommend that. I also wanted to help get the proper expectations that technicians may not be able to install an outlet as they don't perform wall fishing if that is needing to be done. We do partner with a great company Hello Tech where customers can receive up to a 25% discount, if the technician can't install an outlet: https://www.xfinity.com/support/articles/hellotech-overview
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