Xfinity replacement box

Hey there user_694sei, thanks for taking the time reach out here on the community forums! It's never a good time when you receive new gear that isn't working, so I apologize that the box you received isn't working. It sounds like a replacement would be necessary if it isn't powering on at all. The good news is that you're in the exact right place for help, and our team would be more than happy to assist with getting a new box sent your way. Please send us a direct message with your full name, name on the account (if different), and service address, and we'll get the ball rolling!

Here are 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