I have a defective XG1v4-A (Arris AX014ANM) wired 4K DVR and EVEN THOUGH THE EXACT MODEL WAS REQUESTED, THE WRONG BOX IS SHIPPED.

Because of the size of my house I can’t use Wi-Fi coupled boxes. I already have been through this a couple years ago and took almost 6 months to get the correct wired boxes that I have specified above.
Xfinity’s computer system will not allow agents to select the correct box and they keep shipping the wrong ones. I need a 4K wired box which is the model

Model:AX014ANM

SN:M91734EV1291

MAC:[Edited: "Personal Information"]

CC SN:[Edited: "Personal Information"]

“I need the XG1V4 – (ARRIS AX014ANM) wired 4K DVR

I do not want an XG1v3 XG2 or Xi6 wireless box.

Please verify warehouse order before it ships”

Thanks for providing that additional context, @llllll . The issue is that you are likely in an Internet Protocol (ALL IP) area, and in these areas the technology prefers the wireless boxes. Even if a frontline agent selects the wired box, the warehouse will automatically ship a wireless box out to the address. I must preface that using a wired box in an ALL IP area could result in some technical issues, but if I am correct we should be able to get around this for you. We'll need to take a closer look at your account to confirm my theory. Please send our team a direct message with your full name and service address. 

How to Send Us a Direct Message:
1.  Click "Sign In" if necessary.
2.  Click the "Direct Messaging" icon.
3.  Click the "Start new conversation" (pencil and paper) icon.
4.  In the "To:" line, type "Xfinity Support".
5.  As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
6.  A "Xfinity Support" graphic will replace the "To:" line.
7.  Type your message in the text area near the bottom of the window.
8.  Press Enter to send it.

I don't see how to direct message you. Can you send screen shots, as I have wandered all over Infinity websites and can't find it.

I have been through HELL with Comcast!

I tried all these boxes a long time ago and MUST have the hardwire, 4K boxes I specified. None of the online agents, nor the local stores (have been to two of them) can get the box I want. It needs to be set up by a higher level support member to make sure they ship me the correct box !

Last time it took MONTHS to get the three boxes we use.

“I need the XG1V4 – (ARRIS AX014ANM) wired 4K DVR

I do not want an XG1v3 XG2 or Xi6 wireless box.

Please verify warehouse order before it ships”