My XG1v4-A Cable Box is stuck on Welcome screen. I was sent a replacement but it is the wrong model: XG2v2-P. How can I obtain an XG1v4-A?

My main XG1v4-A 4K cable box seems to have crashed and no matter what I do I cannot seem to get it to load past the Welcome screen (Changed cables, restarted etc...)  All other boxes in my house work fine.  I thought an easy first step in troubleshooting the issue was to request a replacement XG1v4-A box from Xfinity Support to swap out.  While I confirmed with the support agent (multiple times) that I needed a XG1v4-A 4K cable box to replace my existing one I was sent a XG2v2-P non-4K box for some reason.  It's frustrating because this is not the right model and is not a 4K box so it does not help to resolve my issue.  The agent confirmed multiple times it would be the same model: a XG1v4-A box, so it doesn't make sense that I received a XG2v2-P.  I'm kind of at a loss in terms of what to do as I could not have been clearer with support.  Any tips on how to proceed?