Contributor
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246 Messages
Malfunctioning Xi-6 box
One of my Xi-6 Set top Boxes keeps losing connection. I would like another sent to me so I can replace the one not functioning properly.
Contributor
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246 Messages
One of my Xi-6 Set top Boxes keeps losing connection. I would like another sent to me so I can replace the one not functioning properly.
XfinityKatie
Official Employee
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744 Messages
11 months ago
@jwmccnn Hello, we definitely want to ensure that your box is working properly! You can easily go in store to swap out your equipment at any time, or we can ship you out a device for up to $15. However, often times the equipment itself is not the issue. You mentioned that you have an Xi6 TV box, which is one of our wireless boxes. If it is loosing connection, it may point to either your main TV box having an issue, or your WiFi having an issue since it uses your WiFi to connect to your main TV box for its connection. How is your internet working at home? Is your modem online and your devices are able to connect to WiFi without issue? Have you run into any connection issues with your main TV box?
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jwmccnn
Contributor
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246 Messages
11 months ago
@XfinityKatie
First, the Xi-6 box is not available in any store. I had to order the ones I have 11 months ago.
The internet is working fine, all other devices are fine. This particular Xi-6 box is sitting right next to the modem and has worked fine for 10.5 months. There is no "Main TV Box" when you have wireless Xi-6 boxes, everything is online and you should know that.
Also, why should I have to pay $15 for you to ship me a replacement STB when it is YOUR equipment that is not functioning correctly?
I would like you to replace this box free of charge to me.
(edited)
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XfinityKatie
Official Employee
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744 Messages
10 months ago
Thank you for working with our team @jwmccnn so we could get you set up with a new box. I am glad the replacement was able to resolve the issue you were seeing! If you ever need anything else, just make a new post and our team will be available to you here to help!
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