Replacement Cable Box Help

We had an issue with our cable and internet a few days ago that prompted me to chat with a live agent on the app. We went through basic troubleshooting steps for the cable box before they told me that it was a "backend issue" that would be fixed in 2 hours (that didn't happen). Then they told me my cable box was too old and their lifespan is normally 2 to 2.5 years, which doesn't seem reasonable, and we worked out an order to send me a replacement cable box.

That replacement arrived today and I opened it to find an XiD-P box instead of an XG1v3 like we currently have. Can I please have some help from an employee to work this out properly?

Responses

EG

Expert

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111K Messages

2 days 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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XfinitySara

Official Employee

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1.8K Messages

2 days ago

Hey there, @baw1! Thanks for reaching out via the Xfinity Community Forum for help with your equipment. Our team is great to work with because it shouldn't be a problem getting you different equipment. Could you please just send our team a direct message to continue?

To send a direct message:

Ensure you are first signed in, then you will see a chat box icon at the top right of your page. Click that or follow this link here: https://forums.xfinity.com/direct-messaging
From there, click the 'New Message' icon. In the 'To' field, type 'Xfinity Support'.
Type your message in the text area that appears at the bottom of the window and hit enter to send. An official employee, such as myself or whoever is first available, will respond.

To expedite your request, we ask that you please include your name and the service address alongside a detailed summary of your request/question. Thank you!

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Customer Service

baw1

Replacement Cable Box Help

EG

XfinitySara

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