U

Visitor

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1 Message

Wed, Jun 30, 2021 2:37 AM

4K box issues

I recently bundled cable and internet with Xfinity and have had nothing but issues getting the correct box sent to me. I have been sent the wrong 4K box 3 times in 3 weeks. Customer service keeps sending me the XI6-T despite me repeatedly telling them I want the standard 4K DVR box with a coax connection. Not sure what else to do here. 

Responses

Official Employee

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127 Messages

3 m ago

 I am so sorry that you are getting the wrong box! I can understand that you may be frustrated, but we are happy to help! @user_b33316, you can always take the box to your local store and swap it out! You can find stores in your area on your Xfinity My Account app if you need to! Also, if you would like, you are welcome to send me a private message and we can look at this for you as well. 

To get started, please send us a direct chat message with your full name and service address to Xfinity Support. To do so, click on the chat icon located at the top right of this forums page.

Here's the detailed steps to direct message us:

• Click "Sign In" if necessary

• Click the "Peer to peer chat" 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

Visitor

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1 Message

2 m ago

I am having the EXACT same issue as @user_b33316 .  I have been sent the wrong X1 cable box 3 times this month, when asking for the X1 4k cable box with coaxial (per the website, it is the Arris XG1v4).  I took the most recent incorrect cable box to my local XFinity Store.  The representative there said that they “have been having this issue lately”, and that not only can I not swap the incorrect box for the correct one, but they do not allow orders for shipping via the Store, and that I would have to proceed with using the online Xfinity Agent chat to request another one (as I have the last 3 times to no success, even after confirming the model # with the Agent that this is what would be shipped to me, and agreeing to pay shipping, DVR up charge, and cable box monthly rental).  He said that it may be an issue with the warehouse incorrectly fulfilling when they do not have the Arris XG1v4 in stock.  

So my question to the forum and Xfinity Support: How can I receive an Arris XG1v4 4k cable box for Xfinity? I would love to watch my X1 cable service with 4k on my 4k tv, but Xfinity will not provide me the X1 box that supports 4k.  Please let me know the best way to proceed, I am open to any ideas and suggestions at this point.

XfinityAmir

Official Employee

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6.4K Messages

Hello user_772b4f, thank you for reaching out to us with this concern. We can help you as well, for better assistance please follow the steps XfinityJosephB provided above and send us a private message with your full name and street address.

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

Visitor

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2 Messages

2 m ago

I just went through this exact same thing. Xfinity support doesn't know they have 4K cable boxes. They will tell you the flex box is the only way. It took 3 days of calling till I finally got someone that knew what I was asking for. 

Visitor

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1 Message

1 m ago

I have been advised by the excellent tech person I spoke to this morning to take my 2 cable boxes in to the store swap them for 4k boxes. Is there any way to know which store has the 4k boxes?

Bill [Edited: "Personal Information"]

(edited)

Official Employee

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445 Messages

Hello and thank you for taking the time to reach out to us here on our Xfinity Forums! I would love to check the availability of 4K cable boxes for you. I would hate to see you go down there and the store not have them available. Please send us a direct message with your name and service address to Xfinity Support by clicking the chat icon at the top right of the page.

 

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

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

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