Requesting Official Employee Assistance: Adding Second XG1v4 4K DVR Box

Hello,

I'm looking for assistance from an official Xfinity employee to add a second XG1v4 4K physical DVR box to my account for my family room. I specifically require this model for its local hard-drive buffering capabilities. I've already tried calling phone support twice, but due to automated warehouse substitutions, I was mistakenly shipped wireless Xi6-A companion boxes both times. I'm looking for a corporate agent who can manually secure and lock in an XG1v4 order for me without the automated system swapping it out. I understand and accept that a second physical DVR will incur an additional monthly digital outlet fee.

Thank you for any assistance on this request!

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BIslander

Problem Solver

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626 Messages

2 days ago

In my experience, I've gotten the wrong X1 box about a third of the time. Ordering an XG1v4 through this site has worked better than phone or Xfinity assistant. If you already have a DVR, you don't need another one. We have two XG1v4s and two of the little companion boxes. We can record and playback all content on all four boxes.

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user_k8zktg

5 Messages

Thanks for the input. The reason I want a second XG1v4 is that none of the other boxes can buffer more than 20 minutes of live programming if that much. I'm tired of turning on the TV and wishing I could rewind 30 to 60 minutes to catch what I missed and not being able to do it. I've been a Comcast customer for at least 25 years (Xfinity keeps telling me 'You're a Diamond customer') and my monthly bills have gotten up to about $365 per month and I feel like I keep having frustrating experiences lately. It doesn't make sense to me that this is the experience of a longtime customer paying a lot for monthly service. I'm realizing I have a lot of options. That said, my current frustration is with these small cloud only boxes. Years ago, when I was paying a lot less, I had a lot more in terms of DVR and buffering functionality. I believe some of those features were lost due to patent lawsuits by TiVo. All things considered, I don't think it's asking a lot to have one more XG1v4 since over time I'll be paying a lot for it in terms of monthly rentals. It's just disappointing that on recent phone calls, multiple Xfinity reps have guaranteed me I would receive an XG1v4, and I trust them, and then the wrong box keeps showing up.

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2 days ago

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XfinityJosephA

Official Employee

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2.3K Messages

6 hours ago

Hello, @user_k8zktg how are you? Thanks for your post. How long ago was your most recent order for the second XG1v4? The reason why I ask is that these DVRs are no longer being issued, and they are retired equipment. When we order equipment, the warehouse is going to send the most comparable box versus cancel an order. So, getting an Xi6 might not have been a mistake. These are the boxes that are being installed as the primary box in all new installation orders when needed.

Xfinity's stores are also not carrying XG1v4's so coming across one is difficult. Our team on Xfinity Forums can create an order for XG1v4, but we can't guarantee one.

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user_k8zktg

Requesting Official Employee Assistance: Adding Second XG1v4 4K DVR Box

BIslander

user_k8zktg

XfinityJosephA

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