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user_pha
1st Topic

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2 Messages

Sunday, November 27th, 2022 3:44 AM

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continues problems with 4 k boxes

Purchased Sony A90j 4k HDR TV . Xfinity 4 k boxes (replaced 4 boxes so far within a month) signal is on and off all the time. Xfinity checked all in house and outside connection and signal strength- all good.We are tired of calling 800 support and tech visits(3 on site visits by tech) without resolution. It is shame on Xfinity not able to fix China made 4 K box issues either hardware or compatibility issues,

or competency?  We are closed to cancel service after 30 years of loyal subscription. 

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2 years ago

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CCAbbie

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1.4K Messages

2 years ago

@user_pha I can understand you are frustrated, and I want to help in any way I can. 

Please send a private message by clicking the direct messaging chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section. Please include your name and address.

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user_pha

Visitor

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2 Messages

@XfinityAbbie​ 

Can you explain the reason why you need my address?

Thank you for trying to help me, but I believe the problem is higher in the Comcast rank. My guts feeling is that Xfinity is not particularly interested in 4 k boxes production because1. there are not too many programs in 4k yet, 2.the money making area is movies business -  renting/DVR movies /boxes, and 3. for most people there is no significant difference between 1080 pixels vs 4K resolution of 2160. All together Xfinity 4K boxes are in short supply , including complexity of product being made in China (quality control, supply chain issues?) , and 4 k boxes potential design issues ( overheating, compatibility , who knows what). So what you can do for me considering above?

2 years ago

0

CCBrandon1

Problem Solver

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770 Messages

I can appreciate the sentiment, and understand as a consumer how you could feel this way. We take all feedback as a gift, good or bad. Please share your experience here.Our intention in asking for a direct message is to see what is happening on an account level, so we can help troubleshoot and come to a resolution. I can say your experience is unique in the fact, we have not seen this on all 4K equipment. While we may not be able to provide a fix for the equipment, since we did not manufacture the equipment we still want to make sure your service is operating as expected. It sounds like based on your comment the service and singals are solid. We will be happy to help in any way we can, even if that means sending more techs, or remote troubleshooting. We are here 24/7. 

I no longer work for Comcast.

2 years ago

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MNtundraRET

Gold Problem Solver

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5.9K Messages

2 years ago

FYI. China has been on COVID lockdown for a while now. No boxes are being produced right now.

(edited)

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mdmpress

Contributor

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20 Messages

2 years ago

I am getting a new Sony A90J this week. I currently have an XG1-A (AX013ANM) box. I have no idea if this is the ideal box to be using with this new TV.

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EG

Expert

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107.1K Messages

@mdmpress​ 

Please create a new topic of your own here on this board detailing your issue. Thanks. The original poster has not returned. 6-month-old dead thread is now being closed.


For future reference, it is better to submit your own post as it creates a ticket to get help, and posting on an old thread can delay getting help.

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer!tick

2 years ago

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