Emmy794's profile

New Poster

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1 Message

Sat, Nov 28, 2020 2:00 PM

XG1V4

We’re new customers and had requested a 4K box upon subscribing. The box they sent is the XG1v3 and not compatible with 4K streaming. We called and were told to go to the local store and pick one up. The store does not have one. Is there a way to order one online as I’ve spent hours on the phone an hour driving to a store and then an hour waiting for a in store rep to say sorry we don’t have any.

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Alamo_Bob

Regular Contributor

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184 Messages

7 m ago

I've been working on this as well. You cannot order a 4K DVR online. You have to phone Comcast. If your local store doesn't have any, you can get them to ship you one for an extra charge of $15.

Regular Visitor

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1 Message

6 m ago

Any luck?

Tried twice at local store and no inventory, calling is a nightmare.

 

Official Employee

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2.5K Messages

6 m ago

Hi everyone, good afternoon. So sorry for any trouble/confusion on this. Not all stores will carry 4K boxes on inventory, just due to availability. I wanted to share this link with you all as a helpful resource surrounding 4K content and equipment: https://comca.st/3p3GTFj. We are able to help you here with setting up a shipment for a 4K box to be sent out to you. You may also have the option on your end through your current X1 cable box options, to order it yourself. You'll see in the link I supplied that "If you try to watch 4K programming but you don’t have the right TV Box, you’ll see a pop-up message on your screen that lets you order it right from your TV. You’ll be able to swap if your TV is 4K-capable and if your existing TV Box is eligible to be swapped out."

 

Keep in mind we have an Xi6 box that is capable for 4K, but it is not a DVR. XG1v4 model numbers (DVR boxes) are AX014ANM or AX014ANC, and Xi6 model numbers (non-DVR, satellite box) are AX061AEI or TX061AEI.

 

If you'd like us to assist you with getting one of these boxes shipped out to you, please send me a PM with your first and last name. To send a private message, please click my name "ComcastMorgan" then select "Send a Message" on the right side. We will go from there. Thanks!

Frequent Visitor

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5 Messages

6 m ago

@ComcastMorgan said: "You may also have the option on your end through your current X1 cable box options, to order it yourself. You'll see in the link I supplied that "If you try to watch 4K programming but you don’t have the right TV Box, you’ll see a pop-up message on your screen that lets you order it right from your TV. You’ll be able to swap if your TV is 4K-capable and if your existing TV Box is eligible to be swapped out." 

But this option does not appear on my TV, a Hisense HG9. I have an older X1 DVR and would really like to upgrade, but Comcast is not making this easy. At present, my only option seems to be to go to a Comcast store and hope they have XG1V4s, but there apparently is no way of knowing ahead of time. I would appreciate it if Comcast would ship me a new box, the way things used to work (I have been a Comcast customer for many years).

Regular Visitor

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1 Message

6 m ago

I'd like to swap my current XG1 DVR for the XG1V4 as well, but, since I've never posted in the forums till now, I can't even DM @ComcastMorgan to get my request started; I don't want to have to roll the dice on whether my local stores have any of them available for self-install and I don't need a truck roll.

 

Edit: Actually, as soon as I posted this (was my first post), the ability to DM was activated, so I did that.

ComcastAmira

Official Employee

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2.3K Messages

6 m ago

@talon_262, welcome to our Forums page, thanks so much for reaching out to us about getting a 4k DVR box. In order to have the ability to send us a private message, you must first create a public post. Now that you have done so we did receive your private message and we have responded. We look forward to working with you. 

New Poster

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1 Message

5 m ago

Posting to PM

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