Where is my replacement box???

Started having problems with one of my small X1 boxes. Dec 3, I miraculously got a live person on the phone and went through their routine. At the end of it all, I was told a replacement would be sent.

After 2 weeks of waiting, I battled the phone system once again and was told a mistake was made and the box was never ordered, even though my bill showed an additional box. The agent said he fixed it and the new box was ordered although he could not give me any info like an order number or tracking. Well it has been almost a month since the initial contact and here I am with the same defective equipment and the pleasure of a higher bill to pay.

How do I get this resolved?

Responses

XfinityThomasA

Official Employee

•

2.5K Messages

6 months ago

Thank you for joining the Xfinity Forums community and reaching out to us here for help with your replacement TV box, xj31. You've reached the right team for help. Please send a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forum's page.

Here are the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Message” 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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user_q07pz1

1 Message

I got into a live chat and ordered a new tv box. I never got an email confirmation and so far no tv box. What gives??

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Reply

4 months ago

0

CCSheila

Retired Employee

•

1.1K Messages

user_q07pz1 We'd love to help.

To get started, please use the chat icon in the upper right to enter Direct Messaging and send us a message with your full name and full address.

Here are 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

Please let me know if you have any questions or run into any problems.