Contributor
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73 Messages
New TV Plus
It looks like TV Plus is cheaper than my old (but similarly featured) TV Plan. I was going to "upgrade" to the TV Plus plan, but when at the equipment stage it won't let me keep my old TV box. It either says I need to pick a new box up or use the Stream App. I want a TV box (that's "included" now) but do I HAVE to get a new, 4K box? Or can I just keep my old one that I don't think is 4K? I don't have a 4K TV, and I'd rather not go to the hassle of driving to an Xfinity store and disconnecting and reconnecting an entirely new box. One person on chat support said I could use my old box and then said they couldn't find a way in my account to let me use my old box. But then said I could use it. It was odd and I felt like we were eventually talking in circles. I was confused. So, can I use my old PX022AN box or not? I don't think it's 4k. Or if I change to "TV Plus" am I forced into a new box as well?
Thanks!
XfinityDemitrius
Official Employee
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2.5K Messages
4 months ago
Hey @jdawg90, Thank you for visiting our official Xfinity Forums Community support page. We greatly appreciate you showing interest in our new Xfinity TV Plus Video package. With our newly released Xfinity TV Plus Video service, it would include great benefits such as an included 4K set-top box, 300 hours cloud DVR service, and a $10.00 Multi-Product Discount with our Xfinity Internet service. This package would be comparable to our current Xfinity Standard Video package.
As the plan does include one 4K set-top box, it may be required to ship or pick up a new device to fulfill that requirement. With the PX022AN set-top box, that is one of our HD XG2 set-top boxes and does not provide 4K.
If a set-top box is needed, we can offer to ship the device or you can visit a local Xfinity Store. If you need to return any equipment, you can print a return label, package, and drop off at a local UPS Store if the Xfinity Stores are not located near you.
You can locate the nearest Xfinity Stores by visiting our 'Xfinity Retail Store Locator and Xfinity Mobile Stores' support page and how to return equipment on our 'How to return your Xfinity equipment' support page.
We can see if we can assist in making the change without an equipment swap. Please send a direct message by clicking the chat icon in the upper right corner of the page, clicking on the pen and paper icon, and then entering “Xfinity Support” in the “To” section. Please include your full first/last name and complete service address (Including the city, state, and zip code), and I'll be happy to help.
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