Visitor
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1 Message
Need help ordering 4k replacement
I’m not having luck with the virtual assistant. I tried to place an order to replace the non-4k box I was given with my new service to a 4k box. I need wired box - not wifi. I went through the app to place the order, but did not get confirmation about what model I’m receiving or whether it is wired or wireless.
BIslander
Problem Solver
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571 Messages
16 hours ago
The only wired 4K box is the XG1v4 DVR. Y put can try a store, order over the phone, or order through this forum. You'll need an invite to DM from an agent here.
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EG
Expert
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115.5K Messages
14 hours 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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XfinityMarshante
Official Employee
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837 Messages
14 hours ago
Hello @user_d3r73g, thank you for taking the time to leave a post. Sorry to hear that you’re experiencing issues with getting a replacement box. I understand how frustrating that can be, and I’m here to help. If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, we'd be more than happy to look into this for you.
To send a Direct Message, please click on the “Direct Message” icon in the top-right corner of the screen, next to the bell icon, click the "New message" (pencil and paper) icon, then type or select "Xfinity Support". Type your message in the text area near the bottom of the window and press Enter to send your message and initiate a live session.
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