1 Message

Thu, May 13, 2021 6:24 PM

Unable to upgrade my dvr to a 4k cloud dvr. I am told they are no longer available.

I'm not very happy. I just switched to Xfinity... installed yesterday. When I placed my order, there was only one dvr selection possible. It was labeled x1 dvr... no additional description. I went to chat to insure that this dvr was the 4k cloud dvr and was assured by the agent that it was. Surprise. When the installer was here he said this was not 4k capable and in fact only could record 10 hrs. He said I could upgrade by going to a store. To make sure, I called (no small feat) Comcast and spoke to an agent who was very helpful and pointed me to the closest store and assured me that they had the 4k cloud dvr in stock. I packed up my dvr and drove to the store. Surprise again. I was told there is no 4k dvr, that they hadn't been manufactured for a year and that there would be no upgrade possible for the foreseeable future. She said Xfinity has no 4k capability and the 10 hour dvr I have is the only one they have. Needless to say I am disgusted by the whole process and will probably ditch this and go back to Verizon. 


Official Employee


188 Messages

1 m ago

Greetings, @OliveOrTwist27! Thanks so much for taking a moment out of your busy day to leave a post on our community forum. I'm sorry to hear you're having issues getting a 4K DVR, but you have definitely come to the right place for assistance. This is definitely not the type of experience we want our customers to have, and I would love to help turn this around for you.

If you could send our team a private message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you.

To send a Private Message, please click on the chat icon in the top-right corner of the screen, next to the bell icon, and then type or select "Xfinity Support" to initiate a live chat.

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