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fontdog
1st Topic

Regular Visitor

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5 Messages

05/05/2026 10:07 AM

Need a new main TV box.

After a storm, my main TV box stopped transmitting a picture to the TV. (It still partially works, as the other boxes receive a signal and we get TV on them.) This is the second time this has happened since we had service, and I know I just need to replace that box like I did the first time. The chat no longer connects to a real person I can explain the issue to and just wants to send a technician, which isn't necessary. How do I simply order a new main box to exchange for the faulty one?

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31 minutes ago

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XfinityChristy

Official Employee

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3K Messages

4 months ago

 

fontdog Thank you for sharing what’s been going on, and I’m really sorry you’re dealing with this again after the storm. I know how frustrating it is when the main TV box stops sending a picture while the rest of your equipment is still working. We can definitely get this taken care of.
 
If you’d like to swap the box at a local Xfinity Service Center, you can set up an appointment online by visiting the Xfinity Store locator. Once you choose your nearest location, select the option to schedule an appointment and pick a time that works best for you.

 

If you prefer to have a replacement box shipped to you instead, I can help with that here through our private Direct Message space on the Xfinity Community Forum. There is a standard shipping fee, and once the new box arrives, you can install it and then drop off the old one at any service center for return.

 

Just let me know whether you’d like to schedule a service‑center appointment or start the ship‑and‑swap process in Direct Message, and I’ll take care of the next steps with you.

 

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fontdog

Regular Visitor

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5 Messages

Thanks for replying. I'm trying to figure out how to send a direct message. When I put in your username, I get a drop down menu of names but don't see "XfinityChristy." I am probably just missing an option to direct message somewhere.

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4 months ago

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XfinityAngie

Official Employee

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2.9K Messages

 

fontdog, give this a try: 

Please send us a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forum's page.

Here are 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 as Best Answer.tick

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4 months ago

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user_jqmxg2

Visitor

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1 Message

4 months ago

I'm stuck on the email loop...and it's starting to [Edited: "Language"]..I've NEVER  even been able to access my email the entire time I've had the service..and my virtual prepaid card info is in it.. this is stupid

(edited)

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XfinityCarolyn

Official Employee

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398 Messages

@user_jqmxg2 Thanks for reaching out to us regarding your email access. I do apologize for any inconvenience this may have caused you, and I would be more than happy to assist you today. Which devices are you using to log in to your email account, and is it a Comcast email account?

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 as Best Answer.tick

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4 months ago

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user_jj64k9

Visitor

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4 Messages

5 hours ago

Can you mail me a new dvr box

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XfinityJanelle

Official Employee

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2.4K Messages

Hey @user_jj64k9 , Thank you for visiting our official Xfinity Forums Community support page. We greatly appreciate you taking the time to reach out regarding your DVR box. I would be more than happy to offer my assistance looking into this further for you. Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue.To send a "Direct 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

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 as Best Answer.tick

Like

Reply

5 hours ago

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user_jj64k9

Visitor

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4 Messages

Robert [Edited: Personal Information]

i have 3 boxes the ot two are fin but the dvr is my main box tiles quite often and reboots just as much I worked for Comcast as a technician so my thought since I have no problems with the other 2 boxes is it’s a dvr box issue

(edited)

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3 hours ago

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XfinityBillie

Official Employee

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4.3K Messages

@user_jj64k9 Please send us a DM using the directions above that my colleague provided with the account details. We never want you to post your personal information publicly to protect your own identity. 

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 as Best Answer.tick

Like

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3 hours ago

0

user_jj64k9

Visitor

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4 Messages

5 hours ago

Can you send me a new dvr box mine is tilling a lot and I have done the troubleshooting with customer service

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user_jj64k9

Visitor

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4 Messages

36 minutes ago

After a storm my dvr box stopped working 

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