Visitor
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9 Messages
dvr 4K box
Very confusing and non-answer results form Xfinity Direct Message Support. Current equipment on 1 4K TV: Main cable box XG2v2-P and Wireless Xi6 HD 4K Box, also have a X1 wireless router.
After having issue with Prime Video, I was told to upgrade my old Main Cable Box XG2v2-P to a XG1v4-a DVR to solve the issue and to receive 4K (delivered yesterday). Thought I was already reciving 4K wit h the wireless 4K Box. The question that didnt get answered is...do I still need my Wireless Xi6 HD 4K Box? Or can I return both XG2v2-P and Xi6 HD 4K Box?
Conversation below...maybe I'm missing something.
Just to be clear, will the new box replace my existing HD 4K Box (Xi6-T S/N: [Edit: Personal information]) and TV Box (XG2v2-P CC S/N:[Edit: Personal information], S/N:[Edit: Personal information])?
XfinityShawn is now assisting you
Glad to hear that you have received your equipment. The box you should have received is the 4k DVR, and that would be your main box.
Please, will the new box REPLACE my existing HD 4K Box (Xi6-T S/N: [Edit: Personal information]) and TV Box (XG2v2-P CC S/N: [Edit: Personal information], S/N: [Edit: Personal information])?
XfinityDemitrius is now assisting you
Give it a try. Please return the unneeded equipment within 7 business days to avoid any InActive Equipment Fees.
Give it a try? really? Please connect me with someone with tech experience to answer my specific question.
Hello?
XfinitySean is now assisting you
I apologize, when we say give a try, we mean connect the 4K DVR for activation. The new box would likely replace the XG2 in our system, but we can work with you to ensure the correct equipment is active before we're done.
I understand the XG2 will be replaced. I’m asking about Xi6 HD 4K BOX, its a separate box,
XfinityBenny is now assisting you
They need an XG device to act as the primary. You can use XG1, XG2, or XG1v4 boxes. Does that answer your question?
No! I get a different answer from each “assistant”…ridiculous! The new 4K box allows a 4K signal. My OLD HD 4K Box (Xi6-T S/N: [Edit: Personal information])allowed me to WATCH 4K signals. QUESTION: Do I need 2 separate 4K boxes to get a 4K signal?
XfinityJustinC
Official Employee
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2K Messages
11 hours ago
Hello, @user_28aebf that is a great question. Only the 4K equipment itself is compatible for 4K signal, so if you have multiple 4K TVs those would each need a set-top box to be able to have a 4K quality picture delivered through the X1 set-top box.
Based on your location technology, you can't have just a streaming box as it will not work without the companion primary equipment which was the XG2v2 and now replaced by the XG1v4 4K DVR with the information you provided. You'll want to return the XG2v2 set-top box, so you're not charged unreturned equipment fee. Returning the xi6 4K streaming box would depend on if you don't need a secondary set-top box to view content on additional TVs.
Please let me know if that helps clarify things for you.
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EG
Expert
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115.9K Messages
9 hours ago
The concern is not "Home Security Rules And Automations" help related........... Topic moved here to the TV help section.
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