HDMI-CEC on XG1v4 is broken -- Xfinity customers need a solution

We have been premium, multi-service Diamond Xfinity customers for 35 years. ESCALATE THIS ISSUE TO A HIGHER TIER OR DIRECTLY TO THE EXECUTIVE TEAM.

1) What happened to the HDMI-CEC setting on the X1Gv4-A box?

• Per this Xfinity support page, it is supposed to be located here: Settings > Device Settings > Power Preferences > HDMI Device Control (HDMI-CEC)

2) It is long past time that Xfinity just admits that HDMI-CEC on the XG1v4 box is broken.

• I know this because when a technician came yesterday, he replaced our XG1v4 box with a XG2v2-P, and we were delighted to discover that suddenly the HDMI-CEC functionality worked !

  • We have a TV, AVR, Apple TV, and Xfinity box ... and simply pressing the remote for the Apple TV or the Xfinity box automatically turned everything on and selected the correct input.
  • That is the promise of CEC and should be provided to Xfinity customers if Xfinity claims to be a leading service provider.

• However ... then I noticed that the new XG2 box didn't offer 4K ... resolution was capped at 1080p.

  • That is unacceptable, so I ordered a replacement 4K box and received another XG1v4 box -- and again the great CEC functionality was gone.

• Do not bother giving me troubleshooting steps: I have tried them all, this is a very common XG1v4 problem discussed on many online forums, and HDMI-CEC worked perfectly on the XG2 box (1080p) with the exact same setup of devices and HDMI cables.

• It seems clear that, instead of admitting that HDMI-CEC on its only premium coaxial-connect 4K set-top box is broken, and then working with the manufacturer to fix it so Xfinity's customers can have a better user experience, Xfinity has so far just decided to sweep the problem under the rug by hiding the HDMI-CEC setting shown above.

3) When will Xfinity offer its customers a non-streaming, coaxial-connected 4K set-top box with functional HDMI-CEC ?

• The XG1v4 box is the only non-streaming (coaxial-connected) set-top box that Xfinity offers that provides 4K service, correct?

• Therefore, customers who want Xfinity's highest quality TV service -- 4K UHD -- are stuck with a box with bad HDMI-CEC functionality. That is simply unacceptable.

4) If Xfinity considers itself a leader in this industry, Xfinity should offer customers a discount on their bill until they can finally offer a coaxial-connected 4K box with HDMI-CEC functionality that works (like its 1080p XG2 box).