Visitor
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1 Message
Replacement XG1 Equipment
Hello Xfinity Team,
I am writing here because I have spent nearly 3 hours over 10 days on the phone with customer service and am getting contradictory information.
My account was recently reconfigured and has created problems with my DVR. An Xfinity Customer service sent an XG2 box to replace my original Arris MX011ANM (XG1) box. I was promised that my new box would allow me to continue recording up to 6 programs simultaneously. However, I have learned that the XG2 box will not support 6 simultaneous recordings. As a result, my simultaneous recordings have dropped to 4.
Yesterday, a CSR told me to take the XG2 box and my XG1 box to a local Xfinity store and they could 1) return the XG2 box and 2) give me a new XG1 box. Today I went to Layton, Utah, and the in-store rep (Alex) had no clue what I was talking about. He said he could not replace the XG1 box, but he could return the XG2 box. (That was about another hour round-trip).
Phone CSRs are telling me that XG1 boxes are legacy and unavailable. However, I explicitly need a physical, coax-connected primary DVR hub that restores my 6-tuner simultaneous recording capability.
Can a member of the digital care team please look into my account profile and facilitate an equipment exchange order for a 6-tuner DVR hub (ideally an XG1v4 4K box) to correct this shipping error?
Thank you for your help.
XfinityChelseaB
Official Employee
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2.6K Messages
2 hours ago
Hello @user_2s09h6, Thanks so much for taking a moment out of your day to leave a post on our community forum, and we would be happy to help. I will need to pull up your account to investigate this further. 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, I'd be more than happy to look into this for you. Click "Sign In" (If necessary). Click the "Direct Messaging" Icon. Click the "Start New Conversation" (pencil and paper) icon. In the “To:” line, type "Xfinity Support". As you type, a drop-down list will appear. Select "Xfinity Support" from that list. An "Xfinity Support" graphic will replace the "To:" line. Type your message in the text area near the bottom of the window. Press Enter to send it. How to: Direct Message Within The Forum.
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