New Poster
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3 Messages
How do I get a XG1v4 4K cable box?
I've been trying to get at least 1 but ideally 2 new XG1v4 4K cable boxes. I want to upgrade my existing setup top DVR X1 cable box to one that supports 4K. And I want to add a 2nd X1 XG1v4 4K cable box for a new TV in my basement where a cable is installed. So far I've only received wireless boxes and no cable boxes. I understand from this Xfinity article that I need the X1 XG1v4 4K model box 4K Ultra HD (UHD) and High Dynamic Range (HDR) on Xfinity TV - Xfinity Support
The first time I reached out to support via chat, I received 1 box that is wifi only and not even 4K. The 2nd time I called and spoke with a very helpful woman who ordered replacement boxes. But I received 3 Xi6 boxes that all require wifi and none connect to cable.
I found that asking via this forum may be the best way to go as the store doesn't carry the right boxes.
Thank you!
Rick30
New Poster
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3 Messages
26 days ago
Based on this Xfinity forum entry from April it looks like posting here and getting invited to a DM is the best way to go. replace XG2v2 cable box with XG1v4 4K box | Xfinity Community Forum How long does it take for someone to invite me to a DM in order to get the right boxes?
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XfinityArmand
Official Employee
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2.2K Messages
25 days ago
Hi there @Rick30! Thanks so much for taking the time to reach out to Xfinity Support here on our Community Forum! We are so glad to hear from you and want to assist in any way that we can to ensure you are having the best experience with your service. You are able to upgrade your equipment at any time whenever available. You can always swap existing equipment out in any Xfinity Store location in your region. Alternatively, we can have a device shipped out to you. Any shipping is applied to the following billing statement. If you would like us to get this taken care of for you, please feel free to shoot us a message with your details so that we can get started.
To send a "direct message" / "private message" message to Xfinity Support:
• Click "Sign In" if necessary
• Click the "Direct Message" icon or https://forums.xfinity.com/direct-messaging
• Click the "New message" (pencil and paper) icon
• The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there
• As you are typing a drop-down list appears. Select "Xfinity Support" from that list
• An "Xfinity Support" graphic replaces the "To:" line
• Type your message in the text area near the bottom of the window
• Press Enter to send it
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