Escalation Request: Inappropriate 4K Equipment and Unresolved Service Issues

Xfinity professionally installed TV and Internet service at my new home approximately three months ago. I have four 4K televisions, including an 85” Samsung QN90A.

The installer provided three 4K-capable Xi6 boxes but installed an outdated, non-4K XG2v2-P (Pace PX022ANM) on my primary 85” Samsung.

From the beginning, this box has exhibited poor picture quality, sluggish menus, slow channel changes, and streaming performance problems.

Approximately two weeks ago, I spent two hours on the telephone with Xfinity support attempting to resolve these issues. The result was a replacement box of exactly the same outdated model. Unfortunately, the replacement performs even worse.

I am extremely disappointed with both the original installation and the unsuccessful attempt to correct it.

I am requesting assistance from an Xfinity representative who can take ownership of this issue and arrange a permanent resolution.

Specifically, I want the XG2 replaced with appropriate 4K-capable equipment, confirmation that all four televisions can operate with 4K-capable X1 boxes, and resolution of the performance problems.

I would prefer to handle this through written communication rather than another lengthy telephone support session. Given the recent installation and unsuccessful replacement, I also request that any associated equipment exchange or technician fees be waived.

Thank you for your assistance.