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jazzcutouts
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15 Messages

Sunday, January 14th, 2024 4:19 PM

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4K box replacement

Had numerous issues with the past two 4K Tv boxes, mostly pixelation, until the last unit completely froze up. Returned it to the Xfinity store and was told they don't carry 4K boxes and Xfinity doesn't broadcast 4k, so the gave me a PX022ANM box as a replacement. The replacement box is extremely slow in response and picture quality is not the same as the previous 4K box. Had Xfinity Assistant troubleshoot numerous times only to say all is good? Yet, each time you change a channel you have to wait on the spinning circle before the channel actually changes. When changing to an App, the spinning circle takes forever to engage the App. Had none of those issues with previous boxes. Would like the correct 4K TV box sent to replace my existing.   thank you

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5 months ago

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XfinityThomasC

Official Employee

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2K Messages

10 months ago

Hello, @jazzcutouts We can ship you that 4K TV box. Could you please send our team a direct message with your full name and full address? To send a direct message: 

1. In the top right corner, you'll see a little chat icon near the bell icon. Click the direct message icon  

2. Click the "New message" (pencil and paper) icon 

3. In the 'To' line, type "Xfinity Support" there. A drop-down list appears. Select "Xfinity Support" from that list (an "Xfinity Support" graphic replaces the "To:" line) 

4. Type your message in the text area near the bottom of the window 

5. Press Enter to send it. An official employee, such as myself or whoever is first available, will respond. Thanks! 

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user_y4amo6

1 Message

Over heating infinity tv box, several years old and needs replaced!

5 months ago

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XfinityDemitrius

Official Employee

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1.3K Messages

Hey @user_y4amo6, Thank you for visiting our official Xfinity Forums Community support page. We greatly appreciate you taking the time to share your experience regarding the Xfintiy Video set-top box. I would be more than happy to offer my assistance looking into this further for you.

 

If a set-top box is overheating, you should receive a warning temperature warning with an error code and error message. If you are not receiving this message, you may be experiencing another issue.

Could you please provide further detail into the issue that is taking place? Is the set-top box shutting off instantly? Have you tried other power outlets to verify there is no issue with a surge protector or anything else? 

 

The set-top box should also be in a well ventilated area where airflow can surround the set-top box. It is not recommended to have in an enclosed space with any fabric or device that can stop airflow. To prevent this from happening, please provide adequate ventilation around your TV Box.

 

We look forward to hearing from you soon to see how we can assist further. 

I am an Official Xfinity Employee.
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5 months ago

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jazzcutouts

Frequent Visitor

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15 Messages

10 months ago

Recieven the new 4K box and replaced the PX022ANM unit.  Night to day difference in speed and picture quality. 

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