Frequent Visitor
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11 Messages
Issues with new 4k box, need assistance
I have a new 4k box that freezes everyday requiring a restart. I am not able to do a system refresh because it says my main box is not connected, however we returned the old box directly to the store weeks ago and only have the one box. I tried to do chat a couple of days ago and was told it was fixed but it’s not, both boxes are still on my account and can’t do a system refresh, which I’m hoping will fix the issue with the new box as we don’t want to restart it each day, sometimes multiple times a day. The issue started when we returned the old box, thinking the two box issue may also be the problem. Need help to fix this. Thanks
XfinityRaf
Official Employee
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853 Messages
11 days ago
Good afternoon @dms1008. If you could send our team a direct message with your full name and full address, we can check to see that the correct box is listed on the account and work on some troubleshooting steps.
To send a "Direct Message" ("Private") message:
• Click "Sign In" if necessary
• Click the "Direct Message chat" icon
• 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
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