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majlarry1's profile
majlarry1
1st Topic

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3 Messages

Saturday, December 18th, 2021 7:18 PM

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4k wireless box Xi6 and customer owned modem.

I currently have the Xfinity XG1V4-A DVR box, a Net Gear CM2000 modem and (1) Xi6A wireless 4K box.  Went to local Xfinity store to pick up (2) more Xi6 boxes.  They would not give them to me because I did not have Xfinity X1 Modem.  I informed them I already have a Xi6 box which I got 6 weeks earlier and it works perfectly with my modem.  They said to call the 800 #.  I called and they said that 2 boxes would be shipped with the self install kit.  After 10 days and no boxes I called again and was told they would not ship the boxes and let me self install.  I could only get it done if I paid $100.00 to have a Xfinity Tech. come out and do the install.   What changed in 6 weeks?  Is there a way to have the shipped and let me do the install.

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3 years ago

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Rustyben

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24.6K Messages

3 years ago

the x1 system for xi6 is not designed/set up for using a customer owned gateway(modem). The xi6 works using MoCA over ethernet to communicate and use the DVR's tuners. You can use a Roku or Firestick device to use the stream app with no monthly extra charge as the stream app doesn't use MoCA technology.

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majlarry1

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3 Messages

@Rustyben 

Maybe I did not explain it correctly.  I already have an Xi6 box ,  I self installed it 6 weeks age and it works with my current setup.  Netgear Modem, Orbi router and the Xfinity 4K DVR set top box.  Now I want 2 more boxes.  Xfinity tells me it must be installed by their tec and I have to pay $100.00.  I was just asking what changed that I can no longer do this myself.

3 years ago

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XfinityNicolas

Official Employee

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1.1K Messages

Hey @majlarry1, thank you for reaching out on our forums. @rustyben is correct unless the box has been upgraded from being a Flex TV box (WiFi streaming). The agents were needing to send a tech to install the boxes as they would need to be wired. The support article here, has the setup requirements and useful information.

I am an Official Xfinity Employee.
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3 years ago

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majlarry1

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3 Messages

Thank you XfinityNicolas for your timely response.

I do not have a Flex TV box or Flex Plan.  I read the support article and it states that a customer owned modem can be used if you do not have the Flex Plan.  The Xfinity DVR box that I am leasing is XG1V4.  The current Xi6 wireless box I am using is Xi6-T.  I installed that myself without tech support.  I just want to get 2 more Xi6-T boxes for my other 4K tv's and install them myself.  I do not understand why the 1 Xi6 box is working and trying to get 2 more requires Tech Support.

Thank you for your help.

3 years ago

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CCTravis

Problem Solver

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546 Messages

@majlarry1

Thank you for bringing this matter to our attention, here, on the community forums. We will be happy to take a look at your account and TV Box configuration to get this matter addressed for you  Could you please send our team a direct message with your full name and full address? Thanks!

 

To send a "Peer to peer" ("Private") message:

Click "Sign In" if necessary

  • Click the "Peer to peer chat" 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

I no longer work for Comcast.

3 years ago

0

mstjohn

Contributor

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39 Messages

My only cable box is an Xi6, and I use a customer owned modem. I had all kinds of problems with nightly resets and such initially, but everything has been working fine for the past several months including 4K sporting events.

Xi6 boxes can display IP feeds of all channels (at least this is the case here in Chicago), but for some reason most techs aren't aware of this and say it isn't supported.

3 years ago

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user_a50c26

Visitor

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1 Message

3 years ago

It's pretty simple, Xfinity has not been issuing Xi6 cable boxes to customers who own their own modems recently, there's some kind of stop issuance order on Xfinity's side most likely because they've been seeing problems with sustained data transfer rates leading to poor quality when playing 4K video. My Xi4 died and when I went to get a replacement, they refused to give me an Xi6, they gave me a non-HD Xi5 instead. Mind you, I never had an issue playing 4K video on my Xi4 with my personal modem. I've been trying to convince Xfinity to give me a wired 4K cable box instead.

(edited)

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CCStephanieK

Problem Solver

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909 Messages

Hello, @user_a50c26. At this time, there are system restrictions in place and using a owned modem rather than a rented Gateway from us is not supported which would prevent an Xi6 device from being ordered. The only instances where accounts would be allowed to use the Xi6 device with a customer owned device, is if they've upgraded from Flex services prior and already had the wireless device installed. I can look into other equipment options with you if you would like. Please send us a Direct Message with your first and last name. The message icon is located at the top right of the Community Forum page, clicking on the message icon will allow you to initiate a chat conversation with us directly. Please ensure you are sending your message to our 'Xfinity Support' handle. 

 

Eligibility

In order to receive an Xi6 device, customers must:

  • Be a new X1 install (new customer or existing customer with a non-X1-to-X1 upgrade).
  • Receive a Getting Started kit.
  • Be able to connect to their TV using HDMI input.
  • Have Xfinity TV and Xfinity Internet service with an Xfinity Wireless Gateway (Arris XB3 TG1682G, Arris XB6 TG3482G, Technicolor XB6 CGM4140COM, Cisco 3941T, Technicolor XB7 CGM4331COM or CommScope TG4482A) with RDK-B.
  • Have at least one additional XG1, XG2 or XG1v4 TV Box to act as the primary X1 device on the account.

I no longer work for Comcast.

3 years ago

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Hampson1

Visitor

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3 Messages

3 years ago

Why not just offer a wired 4k box?  You can't buy a tv without it being 4k.  Seems like yet another Comcast/Xfinity miss.  

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