user_477aa4's profile

Visitor

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2 Messages

Tue, Jul 20, 2021 1:43 PM

4K cable box

I recently had a technician to my house for a main dvr box problem, the tech was great he replaced the box and told me I should have a 4K box because my television was 4K. Apparently the technicians don't carry the 4K box so I called customer service who informed me that the Port Murray NJ Xfinity store had  41  4K cable boxes in stock so I gathered up my equipment and went up to the Port Murray location to exchange my equipment. Upon arrival I explained my request and I was told by the employee and what I think was a manager that the Xfinity stores do not carry the 4K boxes and my request had to go through customer service, ok, back home to call customer service. Customer service was very polite but was still reluctant to exchange my cable box, he said " the 4K boxes are in limited supply" I said "ok I will take one of the limited supply 4K boxes". I pay $245.00 monthly for my Xfinity package, what am I missing here (besides a 4K box)? My main question I would like answered is Do the Xfinity stores stock the 4K boxes or not? Are the boxes saved for new customers? The Xfinity website can't say enough about the 4K capabilities of their equipment but its like pulling teeth for existing customers to obtain the 4K equipment, doesn't make sense.

Responses

XfinityAmira

Official Employee

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2.4K Messages

2 m ago

Hello @user_477aa4, thanks for taking the time to reach out to our Digital Care Team on our Forums page. We appreciate you being an Xfinity customer with us and for your interest in getting a 4k cable box. It’s upsetting to hear you have not been given a straightforward answer about the 4k cable boxes and that you have also tried 3 different ways of getting one to no prevail. I do apologize for any inconvenience or frustration we have caused you around this thus far, but due to a limited supply of Xfinity X1 4K TV Boxes (XG1v4 and Xi6), boxes can only be ordered by an agent and fulfilled through direct ship Getting Started kits. Technicians and Xfinity Stores no longer have them.

 

This new updated information was just recently released after it was determined that there is a limited supply of 4k cable boxes, so that may be the reason you have not received a confident answer around this. Rest assured though, my team can certainly assist you with getting a 4k cable box shipped out, as well as assist you with any other service needs you may have. To best assist, please send us a Private Chat Message.

 

To send us a Private Chat Message, select the message icon in the top right corner and then search for Xfinity support. With our new Xfinity support chat, you do not need to input the name of a person. Just select Xfinity support and you will be able to speak with the next available specialist.

Visitor

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2 Messages

@XfinityAmira ,  Thank you for the quick reply, I was able to obtain a 4K box through customer service over the phone.  It was frustrating hearing different information from different people, that was the reason for my initial question, I do appreciate you taking the time to answer my question. All the best

Official Employee

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158 Messages

I'm glad to hear that things have been taken care of. We want to thank you for reaching out to the Community Forum for support with your issue. If anything else comes up, or if you have any additional concerns, please never hesitate to create another public post for any of your future account and service needs! 

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MNtundraRET

Expert

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4.6K Messages

2 m ago

Customer's problem solved. I am closing this post.

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