Need a new main TV box.

After a storm, my main TV box stopped transmitting a picture to the TV. (It still partially works, as the other boxes receive a signal and we get TV on them.) This is the second time this has happened since we had service, and I know I just need to replace that box like I did the first time. The chat no longer connects to a real person I can explain the issue to and just wants to send a technician, which isn't necessary. How do I simply order a new main box to exchange for the faulty one?

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XfinityChristy

Official Employee

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2.7K Messages

5 hours ago

fontdog Thank you for sharing what’s been going on, and I’m really sorry you’re dealing with this again after the storm. I know how frustrating it is when the main TV box stops sending a picture while the rest of your equipment is still working. We can definitely get this taken care of.

If you’d like to swap the box at a local Xfinity Service Center, you can set up an appointment online by visiting the Xfinity Store locator. Once you choose your nearest location, select the option to schedule an appointment and pick a time that works best for you.

If you prefer to have a replacement box shipped to you instead, I can help with that here through our private Direct Message space on the Xfinity Community Forum. There is a standard shipping fee, and once the new box arrives, you can install it and then drop off the old one at any service center for return.

Just let me know whether you’d like to schedule a service‑center appointment or start the ship‑and‑swap process in Direct Message, and I’ll take care of the next steps with you.

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fontdog

Need a new main TV box.

XfinityChristy

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