9 Messages
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?
XfinityMatthew
Official Employee
•
1.7K Messages
6 hours ago
Hello @user_3i1znx I'm sorry to hear you were sent the incorrect replacement box. We can certainly reorder one or arrange for a store pickup. The XG1v4s are limited in some areas but we typically would send our other Xi6 4k box at that point if not of the XG1s are available. Please send us a direct message with your full name and service address to get started.
To send a "Direct Message" to Xfinity Support:
Click "Sign In" if necessary
Click the "Direct Messaging" icon
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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