1 Message

Wed, Aug 4, 2021 12:41 AM

Asked for 4K Cable Boxes (XG1v4) but Received Old RGN200n Boxes Instead!

Can someone help...I need three (3) 4K cable boxes (XG1v4) for new 4K TVs we just bought, and I can't seem to get anyone at Xfinity to help.

I visited two Xfinity stores...both said they have no XG1v4 boxes in the stores, and technicans don't have them, so my only alternative was to call customer service (I'll add that the representative at one store laughingly told me "good luck with that," while a rep at the other store told me I really didn't need 4K boxes for the 4K TVs...how annoying).

When I called customer service I was told they would ship the boxes to me, but I received these old RGN200n boxes instead of the 4K boxes.  I called again to complain and ask for the correct boxes...was told that I indeed got the wrong items, and I would get a call back "within the hour" to confirm that the correct boxes were being shipped.

Well, here we are.  No calls back, no XG1v4 boxes...and 3 old and useless RGN200n boxes that are going to the Xfinity store tomorrow.

I can't believe this simple request is turning into such a runaround!  Is inventory that much of an issue?  If so, is there some waiting list to get on?  At this point I'd be happy to get even one additional XG1v4 box.

Any suggestions?


Accepted Solution

Official Employee


2.5K Messages

1 m ago

Hey there! @user_ac8db6



Our team can help get you the needed help regarding a box swap. Please send us a private message with your full name and service address. To send the requested information:
  • Click "Sign In" if necessary
  • Click the "Direct Messaging" icon 
  • 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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