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fd0417
1st Topic

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4 Messages

Thursday, October 16th, 2025

Upgrade x1 box

I’d like to upgrade my tv set top box to one that allows the multiview feature. I thought I had ordered at the same time I ordered upgraded internet equipment, but I only received the internet equipment and no communication about the tv box. Tried to reorder but I get an error message.

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5 hours ago

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XfinityMatthew

Official Employee

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991 Messages

24 hours ago

Hello @fd0417 We certainly appreciate your interest in taking advantage of the new multiview feature and would be happy to help you get the appropriate equipment. What error are you receiving trying to order it?

(edited)

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fd0417

Visitor

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4 Messages

From within the Xfinity app in my tv, It just says “Whoops, that didn’t work. Sorry about that. Please try again later.” I’ve tried a couple times, waiting a day in between each try. I thought maybe it’s because there is already an order processing but I can’t find that info anywhere in my online account, my mobile app or within the tv app. 

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23 hours ago

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XfinityJon

Official Employee

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665 Messages

Okay, we could assist you further. We could either work with you to ship out a new box, or you could swap the box at a local Xfinity store. 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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23 hours ago

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fd0417

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4 Messages

It would be great if you could ship out a new box. I'd rather not return the old one until I know the new one is connected and I'd rather not go to the store twice :)

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9 hours ago

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XfinityJoe

Official Employee

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1K Messages

Hi @fd0417

Please send us a DM with your full name and address to Xfinity Support. 
To send a direct message:
Click "Sign In" if necessary
Click the "Direct Message" icon or  https://forums.xfinity.com/direct-messaging
Click the "New message" (pencil and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.
As you are typing a drop-down list appears. Select "Xfinity Support" from that list.
An "Xfinity Support" graphic replaces the "To:" line.
Type your message in the text area near the bottom of the window
Press Enter to send it

See https://comca.st/3kYXwkR for an example

(edited)

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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8 hours ago

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fd0417

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4 Messages

Ok, I think I sent a direct message with that info. I shall wait for some sort of confirmation :)

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5 hours ago

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