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user_5be0c4
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Visitor

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4 Messages

Friday, March 10th, 2023 2:15 AM

Closed

4k box

Hi,

Just got a new 4k TV and looking to change out my primary box to a XG1v4. 

Thanks for the help.

Question

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Updated 

2 years ago

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Accepted Solution

user_5be0c4

Visitor

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4 Messages

2 years ago

Direct message sent to Support with contact information.  Thank you, @XfinityKrystal

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BIslander

Problem Solver

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499 Messages

2 years ago

You may get a faster response by calling support.  Or with the Xfinity chat. 

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CCKrystal

Problem Solver

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385 Messages

2 years ago

Good evening @user_5be0c4. I hope you are doing well and having a wonderful weekend! Thank you for contacting our devoted team of experts here on our amazing XFinity Forums page. We are here and happy to help with all your account needs. It would be a pleasure to assist with changing out your box to our awesome 4K one. 

Could you please send our team a direct message with your full name and full address? From there our team can better assist with your needs. :)

"Search for Xfinity Support" won't work. To send a "Direct Messaging" message to Xfinity Support:

  • Click "Sign In" if necessary
  • Click the "Direct Messaging" icon or https://forums.xfinity.com/direct-messaging
  • Click the "New message" (pencil and paper) icon
  • The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there
  • As you are typing a drop-down list appears. Select "Xfinity Support" from that list
  • An "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

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charleyrich1

New Poster

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8 Messages

2 years ago

I have a similar situation.  I have a 4k TV, but I have a Netgear C7800 Modem/Router (Xfinity compatible)

I want to switch from my Tivo box to an Xfinity box.

However, Xfinity support won't send me a 4k box as they say it won't work with my modem.  

I also have a MOCA box, if that matters.

Is there any way I can get an Xfinity 4k box that will work with my modem?

Thanks for any help someone can provide.

--Charley 

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BIslander

Problem Solver

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499 Messages

2 years ago

I have two coax wired XG1v4 DVRs that work with my Netgear router and an Xfinity modem in bridge mode.  The other 4K box is the Xi6 wireless model that does require the user of Xfinity internet gear. 

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charleyrich1

New Poster

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8 Messages

2 years ago

I tried Xfinity and they said they couldn't supply a XG1v4

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BIslander

Problem Solver

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499 Messages

@charleyrich1​ That's odd.  They are mailing me one today to replace one that may be having a problem.  

(edited)

2 years ago

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charleyrich1

New Poster

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8 Messages

2 years ago

Perhaps because my modem is netgear they balked at sending it. 

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BIslander

Problem Solver

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499 Messages

@charleyrich1​ I don't think the modem matters with a wired DVR.  You are not required to have internet for TV service.  Are you dealing with the Xfinity store or a phone agent?

2 years ago

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charleyrich1

New Poster

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8 Messages

Phone agent... She claimed that the wired Xfinity box isn't compatible with any modem but their own due to firmware issues. 

2 years ago

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BIslander

Problem Solver

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499 Messages

I'd try another agent.  The modem isn't even in the signal path for the DVR.  Mine is on a different output of a splitter and I can disconnect the modem and the DVRs run normally. 

I do understand they want people to move to the wireless boxes like Xi6.  But, they still have the wired ones and they work without their modems or any Xfinity provided Internet service.

(edited)

2 years ago

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charleyrich1

New Poster

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8 Messages

So the x1v4 will deliver TV when connected to coax and deliver 4k when it is available. Now I just have to get one.

I am replacing a Tivo. I assume I can disconnect my MOCA box. 

2 years ago

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charleyrich1

New Poster

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8 Messages

@charleyrich1​

I resolved the issue. I acquired an X-1.v4 box and it works just fine with my Netgear gateway, contrary to what Xfinity support said.
I also added my Motorola MOCA adapter in front of the Netgear to run MOCA on the network. This also works fine.

2 years ago

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BIslander

Problem Solver

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499 Messages

2 years ago

Sorry, not familiar with MoCA.  It's possible that using MoCA and a non Xfinity modem over Xfinity TV coax is a fly in the ointment.  

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