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user_39455c
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4 Messages

Thu, Nov 25, 2021 1:40 PM

Wrong DVR box at install

My Xfinity service was installed on 11/23/21. I specifically requested a 4K dvr when I signed up at the Infinity store. I now found out that the box that was installed (XG2v2-P) does not support 4K.

Can you help me obtain a 4K dvr as I requested and was told I would get?

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Updated 

2 d ago

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Accepted Solution

MNtundraRET

Expert

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4.7K Messages

9 d ago

Moved to Customer Service forum for help in getting box exchanged.

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user_39455c

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4 Messages

@MNtundraRET 

Thanks for the help!

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9 d ago

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Accepted Solution

XfinityEva

Official Employee

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282 Messages

9 d ago

Thank you @MNtundraRET for helping us get to this request faster.

 

@user_39455c I truly apologize for this experience and we would be happy to get a new box out you as soon as possible. Please send us a direct message with your full name and service address to get started. 

 

"Search for Xfinity Support" won't work. To send a "Direct Messaging" message to Xfinity Support:

  • Click "Sign In" if necessary
  • Click the "Direct Messaging" icon or https://comca.st/3kajO4e
  • 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/2XfS9FQ for an example.

(Full credit to @BruceW for this excellent explanation!) 

 

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user_39455c

Visitor

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4 Messages

9 d ago

Thanks Eva, DM sent.

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XfinityEva

Official Employee

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282 Messages

Thanks for visiting our Community Forums @user_39455c I appreciate you working with me on getting that new 4K box out to you. Currently, we are only able to ship these out and not available for pickup in store, so thank you again for your time and patience!

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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9 d ago

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user_39455c

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4 Messages

I have received the 4K dvr and returned the other one. Thank you for your help!

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2 d ago

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