Visitor
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2 Messages
how do I get a brand new XG1v4 box. I have been through 4 of these boxes and each one had differnt issues.
how do I get a brand new XG1v4 box. I have been through 4 of these boxes and each one had a different problem. The one I currently have locks up constantly. The first one worked for a little while but then would display an message saying I wasn't paying for a particular channel, then eventually I couldn't change to any channel. The second box would not get through initialization. The third box would only display an error message. The fourth box, the one I currently have locks up end has to be hard rebooted every time it's been off for a few hours. I have been on multiple calls with support for several hours and they just keep suggesting the same thing and waste my time. after I had a tech come on site with the third box, he replaced the cable run to the house. That still didn't work. He did not have a XG1v4 box available, so he replaced it with the normal non 4K box that he had, and that worked fine. A few days later I ordered a box using menus on the cable box, hoping I would get a new box. Instead not only did I get a used box, but when it first came up with somebody else's phone number. I had to reset it several times before it finally showed the correct phone number.
BIslander
Problem Solver
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597 Messages
10 days ago
Not aware that there are any new XG1v4 boxes. I've always received recycled ones.
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XfinityDemitrius
Official Employee
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2.5K Messages
9 days ago
Hey @user_dm123. Thank you for visiting our official Xfinity Forums Community support page. We would be more than happy to submit an order for one of our XG1v4 set-top boxes. This is our X1 4K DVR Unit. When submitting an order for shipment, this gets sent to our warehouse and they will ship what is available. We are unable to request a new set-top box and will most likely be a refurbished/used set-top box that goes through extensive testing and refurbishment before shipment. If you are still experiencing issues, it may be best to schedule an additional service technician to perform an In-Home Service Visit to evaluate everything further.
If you are interested in a shipment, please let us know. Just send a direct message by clicking the chat icon in the upper right corner of the page, clicking on the pen and paper icon, and then entering “Xfinity Support” in the “To” section. Please include your full first/last name and complete service address (Including the city, state, and zip code), and I'll be happy to help.
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bertclo
Visitor
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4 Messages
9 days ago
I am having the same experience with this box. It's ridiculous. They know they have a problem with these boxes. I guess the plan is to keep swapping them until you get one that works.
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bertclo
Visitor
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4 Messages
9 days ago
I've got the same problem. Off to the xfinity store to swap the box for the 4th time. It's [Edited: "Profanity"], they know they have a problem, yet they still offer the junky box
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crucialcolin
Contributor
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36 Messages
14 hours ago
Contributing I too haven't had a whole lot of luck with the XG1v4.
I believe part of the issue is there isn't very many good units available out there as they were only manufactured for a very short period of time by Vantiva and discontinued several years ago. People who have gotten the good boxes are probably doing everything in their power to hang onto them. At the same time it sort of feels like whatever third party electronics refurbishment company(forgot the name) which Xfinity contracts with is also going though some QC issues atm further compounding the mater.
It's probably one of the reasons Xfinity is pushing the Xi6 and XiOne wireless boxes lately outside of the whole DOCSIS 4.0/FDX compatibility requirement.
If you can swing an Xi6 I'd give that a try first. You can also connect it via an Ethernet cable.
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