Regular Visitor
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5 Messages
Defective X1 box
Is there a process that works to get a defective X1 box replaced? ‘Advanced’ tech support advised that I should replace it at Xfinity store. Xfinity store advised that they don’t have any and rarely receive any. Store advised I call the 1-800 number but that just sends me though another cycle of “troubleshooting”: bot schedules service call after surmising that I have no service, “Advanced” tech support calls for another half hour of fruitless “troubleshooting.” Apparently they cancelled the last service call. During the first service call the tech did not even enter the house to confirm that the box doesn’t work.
is there a process I can follow to get this box replaced? Should I downgrade to internet only? If I am going cordless should I give AT&T Fiber a try?
Comcast does not seem to value long time (!9 years) customers but it’s probably just me.
Accepted Solution
XfinityJohnG
Official Employee
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1.7K Messages
2 years ago
Thank you very much for reaching out to our team here @BrokenX1. That is definitely not the experience we wuld like you to have with our service, and I can certainly get a replacement box sent out for you from here. Could you send me a direct message with the full name and complete address for your service?
To send a direct message [private message]:
Click the "Direct Message" 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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