RenanLlanes's profile

New Poster

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2 Messages

Fri, Mar 27, 2020 10:00 AM

4K boxes require Xfinity Modem?

I chatted with Customer Service to request 4K boxes for my TVs that are 4K, including a DVR.  I have my own cable modem and router so was told that the 4K boxes are wireless and require a leased Xfinity router/modem.  First, is this true, and second, does Comcast have a plan to allow the 4K boxes to work for customers with their own modems/routers?  Thanks.

 

Responses

CCAndrew

Diamond Problem Solver

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25.9K Messages

1 y ago

Yes and no. There’s a 4K dvr and doesn’t need a Comcast modem/gateway, there’s wireless boxes that depending on the dvr service you were inquiring about DOES need a Comcast modem/gateway. It’s possible you and the agent weren’t sure what the other was referring to, so I’ve escalated it up to an Official Employee that can go over your account needs in private

New Poster

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2 Messages

1 y ago

Thanks! Upgrading my DVR would be great. That’s on my primary TV. That would leave my other TVs out. So there is no way to add non-DVR 4K boxes at this time? Ever?

Will wait for someone to reach out.
Rustyben

Expert

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24K Messages

1 y ago


@RenanLlanes wrote:
Thanks! Upgrading my DVR would be great. That’s on my primary TV. That would leave my other TVs out. So there is no way to add non-DVR 4K boxes at this time? Ever?

Will wait for someone to reach out.

you would need a DVR or an Xg2 Hub (no DVR), a working and installed Xfinity rental gateway that has MoCA capability. the HD set top box is an Xi6 and must be able to receive a good signal from the wifi or you can connect the Xi6 via ethernet cable. 

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ComcastChe

Official Employee

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6.1K Messages

1 y ago

Hi @RenanLlanes

 

I can send an updated DVR. Can you please send me a private message with your first and last name as it appears on your account? To send a private message, click on "ComcastChe" and then click "send a message." 

 

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Regular Visitor

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4 Messages

9 m ago

Hey I got my own modem and was told the same thing as the OP. I dont want to get a modem, just the 4k box. Thanks

Regular Visitor

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4 Messages

9 m ago

So should I call and ask for the xg1v4? Because all of the representatives say i need a new modem no matter what
Rustyben

Expert

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24K Messages

9 m ago


@FTrieu109 wrote:

Hey I got my own modem and was told the same thing as the OP. I dont want to get a modem, just the 4k box. Thanks


if you have the x1 service, 4k is via a DVR (xg1v4) or as you described, an xb3/6/7 gateway with a wired/wireless xi6 set top box. Those are the only two set top boxes for 4k at this time.

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Rustyben

Expert

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24K Messages

9 m ago


@FTrieu109 wrote:
So should I call and ask for the xg1v4? Because all of the representatives say i need a new modem no matter what

I have escalated your issue to the Comcast Team available to these forums. Check back often for a reply in this thread from a Comcast Official Employee.

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I am a Customer Expert volunteering my time to help other customers here in the Forums.
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Official Employee

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2.9K Messages

9 m ago

Greetings, FTrieu109! I appreciate you taking the time to reach out to us here on the forums. I hope you are having an amazing day! I certainly understand wanting to make sure you have the latest technology from Comcast to take advantage of your 4k TV. I would like to look into this for you. Can you please send me a PM with your first and last name so I may further assist you?

 

To send a private message, please click my name "ComcastMichael" then select "Send a Message" on the right side.

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Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
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Frequent Visitor

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5 Messages

7 m ago

This is more of a comment than a question.   Especially in light of current times, when more people are needing to be housebound and work remotely, I think that it is unreasonable for Xfinity to require leasing of their modem/router in order to have access to its wireless cable boxes and home security services.  Our family invested a lot of time and money in buying modems and routers, and Xfinity should find a way to provide their wireless cable/home security services in such circumstances.

CCAndrew

Diamond Problem Solver

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25.9K Messages

7 m ago

You can get home security if you own your own modem, you just need a special Netgear router installed.
Instead of using wireless boxes, use a Roku(and save money on renting a cable box) or a wired cable box

New Poster

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1 Message

6 m ago

Same issue here, no 4k box without Comcast modem (per rep). 

Rustyben

Expert

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24K Messages

6 m ago


@racaraballo wrote:

Same issue here, no 4k box without Comcast modem (per rep). 


ask if the xg1v4 (no clock) DVR is available in your area? 

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!tick

Regular Visitor

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2 Messages

6 m ago

I'll second this as well.  I was also told that I cannot get a 4K box unless I rent a gateway (chat ID was 332245694370333633 for reference).  I even said I want a XG1v4 so they knew exactly what I wanted.  The FAQ page does not say that I need to do this.

https://www.xfinity.com/support/articles/uhd-4k-faqs

 

Can someone from Comcast please clarify this?  Super frustrated.

Rustyben

Expert

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24K Messages

6 m ago


@Swenny wrote:

I'll second this as well.  I was also told that I cannot get a 4K box unless I rent a gateway (chat ID was 332245694370333633 for reference).  I even said I want a XG1v4 so they knew exactly what I wanted.  The FAQ page does not say that I need to do this.

https://www.xfinity.com/support/articles/uhd-4k-faqs

 

Can someone from Comcast please clarify this?  Super frustrated.


in some markets,  there are no new home DVR equipment being supplied, just the xi6 MoCA over wifi (needs the xb3/xb6/ or xb7 Xfinity device). If you can get a physical xg1v4 DVR for your home (it connects to coax) then the customer owned vs rental xb gateway/modem is not needed for 4k on that set top box.

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!tick

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