Skip to main content

    Support

    Offers

U
user_53467c
1st Topic
1st Reply
Conversation Starter

Visitor

 • 

12 Messages

Wednesday, May 25th, 2022 11:17 PM

Closed

XG1V4- I have been sent 6 wrong boxes

Hours on the phone- Xfinity is spending a fortune on shipping- Tech came to the house- went to the store total of approx 8 hours and I have a basic cable box- no dvr- no voice remote- while I am still paying for the services and the DVR rental- next stop- Better Business Bureau- I just want a 4K box- the tech that came to the house gave us the model number to order- 6 boxes later- still no 4K box- what do I have to do to get a box and a refund for lost services- 

Question

 • 

Updated 

2 years ago

379

6

This conversation is no longer open for comments or replies and is no longer visible to community members.

Was this helpful?

CCJoseph

Problem Solver

 • 

729 Messages

3 years ago

@

I am truly sorry you had that experience! Just to make sure I am understanding, did you or the tech spend 8 hours at the store? Did the store just not have any or did they give you any details? You can also send me a DM if you would like with your name and address by following these directions:

To send a direct message you may need to:

Click "Sign In"

Click the "direct message" icon

Click the "New message" (pencil and paper) icon

Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "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

 

1

0

user_53467c

Visitor

 • 

12 Messages

@XfinityJosephB​ 8 hrs total spent on the phone ordering and activating the cable boxes that were sent- a trip to the store- 35 mins away- store had no 4k boxes- stated they were blocked from ordering- manager tried "Einstein" but was blocked from that also- will send a DM as soon as I figure out how

3 years ago

0

CCJoseph

Problem Solver

 • 

729 Messages

3 years ago

Got it. I can definitely take a look and see what I can find for you. If you are having some trouble sending me a DM here, feel free to go to Twitter or Facebook and you can also reach us there. Twitter is Xfinity Support and Facebook is just the messenger, but you can find it at Xfinity if you need to look that up. 

0

0

user_53467c

Visitor

 • 

12 Messages

3 years ago

Cannot DM- limited instructions may be meant to divert the issue- on Facebook forum- no one responded for the last 40 mins- impossible to contact Xfinity- this is crazy- add another 2 hours to time wasted- 

5

0

XfinityNicolas

Official Employee

 • 

1.1K Messages

We apologize it has been a hassle for you and we'd love to help. Limited instructions isn't because we are trying to divert your concern but due to that's all the steps it actually takes. Do you see the Direct Messaging icon that looks like a message symbol at the top right of the screen next to the bell icon? 

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

3 years ago

0

user_53467c

Visitor

 • 

12 Messages

I found it and sent the message- no reply

3 years ago

0

user_382f3d

Visitor

 • 

2 Messages

@XfinityNicolas​ @user_53467c @XfinityJosephB 

I'm having the same issue.  My house got struck by lightning earlier this week and received 2 incorrect boxes.   The invoice says X1 TV Box.  And as we know the Arris XG1V4-a is the model.  Just tell me what the SKU # is so I can tell them to request that in the invoice form and perhaps we can get the correct box.

2 years ago

0

user_382f3d

Visitor

 • 

2 Messages

They know the box they are sending is a Motorola box .. even the website recognizes what they are sending.  We want the same box labeled "Living room".  Skinny Arris xg1v4-a
 

(edited)

2 years ago

0

XfinityAmira

Official Employee

 • 

3.9K Messages

Hello @user_382f3d, we appreciate you taking the time to reach out to us! I am sorry to hear about the lightning strike and hope everybody is ok. We would be more than happy to assist you with getting the correct cable box. To best assist you, please send us a Private direct message. 

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

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

2 years ago

0

user_53467c

Visitor

 • 

12 Messages

3 years ago

Make that 7 wrong boxes- now I get an X16 which is a wireless box but now I will have to pay for two boxes- is that ethical? Why can't I just get an XG1V4

0

0

user_53467c

Visitor

 • 

12 Messages

3 years ago

I did what xfinity asked- returned all 7 boxes they sent - their error- now the DM person asks if I would like to order a 4K box? Oh- and they are in short supply so the warehouse  send whatever they have- - unbelievable- who is in charge? But hey- if I didn't pay my bill- hmmm- I bet they would have no delays in following up there- Better Business Bureau has received a complaint-  beware if you go down this road- 

0

0

T_F200

Visitor

 • 

1 Message

2 years ago

As of 2022 Comcast only has 2 cable boxes that produce 4K video. The X1 4K DVR (XG1v4) and the X1 4K wireless box (Xi6). To have the DVR you must be paying for DVR service. To have the wireless box you must have one of a few qualifications to have one. Not going to get into the exact details but usually requires renting a Comcast modem to have a Comcast wireless box. 

0

0

forum icon

New to the Community?

Start Here