Visitor
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1 Message
Need to Order a New X1 TV Box + Remote
I need a replacement "X1 TV Box + Remote" for our kitchen TV. Every ten to twenty minutes the audio conks out for a few seconds and/or the video freezes. After a few instances, a black error message screen tells me, "There seems to be a connection issue."
How do I ask Xfinity to please ship replacements to correct this new recurring failure? It's useless e-communicating with Xfinity Assistant when it refuses to bring on a live representative to discuss the specific need.
Thank you all.
XfinityJustinM
Official Employee
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948 Messages
21 hours ago
Hi @user_qmafz2,
You have come to the right place for help! Our team can review signal levels on our end to ensure there are no underlying issues, and ship out a new box. We'll need to gather some information to locate your account. Please send our team a direct message with your full name and service address.
How to Send Us a Direct Message:
1. Click "Sign In" if necessary.
2. Click the "Direct Messaging" icon.
3. Click the "Start new conversation" (pencil and paper) icon.
4. In the "To:" line, type "Xfinity Support".
5. As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
6. A "Xfinity Support" graphic will replace the "To:" line.
7. Type your message in the text area near the bottom of the window.
8. Press Enter to send it.
How to: Direct messaging within the forum | Xfinity Community Forum
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