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user_9f0cd7
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Visitor

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3 Messages

Wednesday, September 15th, 2021 1:59 AM

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Need replacement for X1 Box

My X1 box stopped working around a month ago.  I have attempted to have a replacement sent, but I have now been sent the same non-X1 box (Cisco RNG150) even after explaining the issue to customer support twice and further explaining the failed resolution the first time.  How can I be sent the right equipment? 

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4 years ago

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XfinityJosephA

Official Employee

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1.8K Messages

4 years ago

Hello, @user_9f0cd7, we can send you the correct X1 equipment. I sincerely apologize that we sent the wrong box. To ship stuff out we will need to locate your account. When you have a chance use the Direct Message icon on the top of the page to send your name and service address to "Xfinity Support." Once we have your account in a DM, we will ship you the correct X1 box. 

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user_9f0cd7

Visitor

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3 Messages

4 years ago

Hello, when I try to send a direct message, I am unable to enter your username to send it to.

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CCJay

Official Employee

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618 Messages

Hi there!

 

To send a peer-to-peer chat:

  • Ensure you are first signed in, then you will see an icon at the top right of your page. Click that or follow this link: https://comca.st/3ixEotk
  • From there, click the 'New Message' icon. In the 'To' field, type 'Xfinity Support'.
  • Type your message in the text area that appears at the bottom of the window and hit enter to send. An official employee, such as myself or whoever is first available, will respond.

I no longer work for Comcast.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
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4 years ago

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user_9f0cd7

Visitor

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3 Messages

Xfinity could not solve this problem for me.  I was sent a third incorrect box after being guaranteed that I would receive the One I was requesting, and then was told that it is not possible for them to ship specific equipment after all, or to even guarantee that equipment that is sent is closely comparable.  Very disappointing, especially not being told this until after weeks of delays and inconvenience.

4 years ago

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