adam_h131's profile

New Poster

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7 Messages

Friday, August 13th, 2021 4:51 PM

Closed

"New" Cable box sent - XG1-P

I got an on-screen pop-up on my tv saying I needed an upgraded box.  I've been meaning to get a new box that supported 4k/HDR, I had an XG1-A.  I completed the request, and today I received a "new" (scratched...) XG1-P.  I didn't even plug it in.  What's the best way to get current equipment? 

Problem Solver

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1.1K Messages

4 years ago

@adamhegedus Thank you for reaching out to the Digital Care Team. I hate to hear this has been your experience and would love to investigate this for you! All cable boxes sent out are what is currently available, and may not be brand new every time.

 

There are two options regarding replacing the cable box. A new one can be picked up in-store at no cost, or we can ship one to the home. An appointment can be set up online: https://comca.st/3g4JGvP to avoid any waiting in line as well. There is a onetime shipping cost of $15 that will be applied to the next bill, and you will receive it in 3-5 days. Do you have a preference? 

New Poster

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7 Messages

@XfinityHeather Thanks for the response!  I don't mind going to the store to get one.  Should I bring both the box I had and the box I received to the store and ask for a 4k DVR?  Is there any way to know if they even have any?  Or should I just stay with the XG1-p?  :)

Official Employee

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3.2K Messages

I do apology for the delay. You can bring both boxes to swap out. Our service centers are easy to work with when exchanging or picking up equipment. Were you able to visit the service center yet? 

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Contributor

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67 Messages

4 years ago

The XG1-A is an XG1v1 and the XG1-P is an XG1v3. So yes, it is actually newer. And about the scratches, they reuse boxes instead of giving you a brand new one each time.

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