U

Visitor

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5 Messages

Sat, Nov 5, 2022 6:16 PM

I need to exchange my 4k dvr box, none available locally

I have had significant problems with our system losing our recordings on our home 4K system. We are continually having to restart and do system refreshes, sometimes more than one time per day. I have gone to my local Xfinity store and they have no replacements for the 4K DVR and cannot exchange for the one we currently have. They have finally told me that there are none in the Houston area stores!

This is significantly annoying and the phone tree service is ridiculous. After spending nearly 40 minutes online with the overseas call center they want me to approve paying for another box?? This service has been horrible with respect to recordings and loss of recordings and freezing up of the individual tv wireless boxes. Why is this not working better for the significant amount I pay each month?

Accepted Solution

Visitor

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5 Messages

14 days ago

I am currently waiting on a new 4K DVR to be sent to my house to exchange with the current one. Once that arrives I can only hope it resolves the issues with loss of recorded shows and constant restarts.

Official Employee

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188 Messages

I am glad to hear that you are waiting for new equipment. @user_697751. When did you order the equipment? I'd like to make sure we keep track of this and reach out once you receive it to make sure your services are back to working as they should be. 

 

 

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

Visitor

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5 Messages

@XfinityErika​ 

I never received a date nor a shipment tracking number for the replacement 4K DVR. Can you investigate and or initiate another 4K DVR box shipment? It has been as unreliable as before with constant system refreshes required, sometimes more than once a day.

This technology has been awful since I first brought it home. I really need some help to get this to work correctly, sooner rather than later.

Official Employee

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191 Messages

Hello @user_697751 I am sorry for the frustration. I will check on the shipment for the 4k box. 

Can you please send our team a direct message with your full name and full address?

To send a "Direct Message" to Xfinity Support:

 

Click "Sign In" if necessary

 

Click the "Direct Messaging" icon

 

Click the "New message" (pencil and paper) icon

 

The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there

 

 - As you are typing a drop-down list appears. Select "Xfinity Support" from that list

 

 - An "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 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
XfinityJorge

Official Employee

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528 Messages

21 days ago

Hello there @user_697751 thank you so much for using our Xfinity Forums as a way to reach out to our team. We are happy to take a look into exchanging that DVR for you, so we can resolve the issues you are experiencing. In order to get started, can you please send me a private message to Xfinity Support with your full name and full address by clicking the chat icon in the top right?

Visitor

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5 Messages

@XfinityJorge​ I am not able to DM you through the system. It appears to not find you

XfinityRay

Official Employee

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977 Messages

You will want to send the message to Xfinity Support, @user_697751. Here's the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Message” icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message

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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