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lewisr13
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Rousing Reactor

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150 Messages

Thursday, October 5th, 2023 10:15 PM

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How do i get a replacement 4k DVR Tv box

My current tv box XG1v4 is going bad and am trying to get it replaced. So far Xfinity is 0 for 4. They've shipped the wrong box 4 times so far. The not so local store doesn't carry them in stock. Anyone have any ideas short of stealing one from my neighbor?

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1 year ago

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XfinityMarcos

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2.2K Messages

1 year ago

Hello @lewisr13, I'm sorry to hear you've had those strikeouts trying to get your 4k DVR box replaced. I can definitely help on that front, I love watching sports on 4k, so I totally get why you'd want to enjoy that too. Have you run through any troubleshooting steps for your box issues? When you say going bad, can you please let me know what you're experiencing? There may be a way we can fix things remotely.

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lewisr13

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150 Messages

There is an internment high pitched tone that comes from the box. May go a couple days without it, but it comes back. Sometimes I can’t hear it but my kids with better hearing can. Been through several trouble shooting attempts. 

1 year ago

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XfinityMarcos

Official Employee

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2.2K Messages

1 year ago

@lewisr13, Thank you for taking the time to clarify those extra details, I can see how any high-pitched noise would get old really fast. Let's work on a fix or a replacement a bit more. In order to get started can you please send a direct message to Xfinity Support with your full name and full address by clicking the chat icon in the top right?

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lewisr13

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Don’t see a chat icon. I’ve chatted and talked to numerous agents so far. Just send me a XG1v4 box, how hard can it be?

1 year ago

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XfinityMarcos

Official Employee

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2.2K Messages

@lewisr13 , I don't have a way to send you a device until we find and authorize your account, but once we get past that step I can definitely ship one out. You should be able to see a rectangle-ish speech bubble looking icon in the top right corner of your screen. Are you able to view any icons? If not, can you please try clearing your cache/cookies and let me know if you're able to see an icon? 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

1 year ago

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lewisr13

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150 Messages

I sent a message. To Xfinity support

1 year ago

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lewisr13

Contributor

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150 Messages

1 year ago

And never heard anything back. Finally after 5 wrongs boxes they got the correct one delivered twice in the same day. Go figure. Terrible customer service. They still had an open order on my account. Chatted with 6 different people today 3 times was told they fixed it then mysteriously got disconnected. 

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XfinityAldrik

Official Employee

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2K Messages

Thank you for reaching back out to us @lewisr13! It would appear our last message sent was not received. Could you please send our team a new direct message with your full name and full address? Our team would love to continue assisting you.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

1 year ago

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