Regular Visitor
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9 Messages
Trying to get replacement XG1v4-A Box
10 days ago the XG1v4 box I currently have started to act up, picture would fade to a pink hue, resetting box fixed or changing inputs to another source and returning to the XG! would resolve. Did a lenghtly text with an Agent who processed a replacement box. I recieved an XG2v2-P, which is not what I was expecting and not, I believe 4K compatible from what I read. Spent an hour on the phone with another Agent, and a Tech Support person and they processed a replacement box. Today I recieved an Xi6-T. Maybe someone out there can help me figure out how to get the correct replacement Box and tell me if I am missing something obvious. Thanks
Accepted Solution
CCValerie
Official Employee
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974 Messages
2 years ago
Hi there, @user_j23h05, thank you for taking the time post on our Xfinity Forums. I am sad to hear of the experience you have had with trying to get a replacement for your TV box. We can certainly assist you here. To get started, please send us a direct message with your full name and service address.
Here's the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Messaging" 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
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BIslander
Problem Solver
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499 Messages
2 years ago
Welcome to the club. When I first upgraded to 4K, they sent an Xi6, which I returned and got an XG1v4. Recently, support swapped out a box because of a problem with the one I had and they sent a non-4K. Sent that one back, too, and got the right one after that. Seems like a not uncommon occurrence.
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