Staying Up To Date With Latest Hardware

Hi there @Milton1302. Thank you so much for the picture. Can you go to X1 TV Box equipment types, and let me know which was the old box you are refering to? 

It was the Arris XG1v4

Thank you so much for getting back to me with the old TV box info you had. Now this TV box should be available to get at the store near you. I am happy to also ship the box to you if you prefer @Milton1302?

I completely understand, @Milton1302! That is not the experience we want for our customers here, and we would be happy to ship you out the box. We will follow-up to ensure the box is correct, and it is all fully active. If you do wish to proceed, please send us a DM to get started. 

Will you please send our team a direct message with your full name and full address?
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To send a "Direct Message" message:
• Click "Sign In" if necessary
• Click the "Direct Message" icon
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
• Type your message in the text area near the bottom of the window
• Press Enter to send it

And I won’t be hit with a barrage of questions and if I am I can print screen and make public to prove the year long Hell for just trying to upgrade a box?

If the box swap is all you need, we can stick to that. We understand that is solely what you need assistance with and we can help. The only thing we may need to ask about and cover is DVR service if you want the Arris XG1v4 specifically. As listed here https://www.xfinity.com/support/articles/x1-hub-vs-companion-box, The Arris XG1v4 does provide 4K, but it is a DVR. That means you would need DVR service already in your plan or we'll need to add it. 

The second option would be to add a wireless 4K box which you can read about here https://www.xfinity.com/support/articles/wireless-tv-box-faqs. However, this is considered a secondary box, so you'd still need a primary X1 box like the XiD you have now making it a total of 2 boxes. 

Lastly, if you want to stick with the X1 non-DVR box, we can work on swapping it out or getting another device if possible. @Milton1302

Based on the photo, this device doesn't seem to be a DVR. I don't want to accuse anyone of lying because I genuinely don't know the context of the conversation or what they intended. There is a possibility that the wrong device was sent, so I wouldn't immediately assume that our team intentionally misled you. To fully understand your situation, assist with device replacement, and provide the best billing support, I would need access to your account. If you require further assistance, please feel free to send us a direct message. @Milton1302

@Milton1302, I am excited to read that you had the best customer experience here on our Forums page. I am happy to see that we were able to get you the 4k box. In the future if you have any other questions or concerns please do not hesitate to reach out back to us. 

Let’s not get over excited just yet. I still can receive and internet gateway like I did before, but I’m hopeful. 

On another note, is there a mailing list I can put my name on to let me know when DOCSIS4.0 service is available?

Can it be confirmed if simply swapping my cable box won’t increase my monthly bill?

Hi, @Milton1302. Currently, we don't have a mailing list I can add you to at this time. I am confident, however, that we'll notify customers directly once it's ready for their area.

Just wanted say the new…and correct cable box has arrived and is up and running. Thank you for doing in two days what seems to be what no other Xfinity Rep was able to do for almost a year, simple customer serve. 

I followed the online instructions to return the old bag to a UPS store and got to the page saying my label was ready, but I haven’t seen it. Is it suppose to be emailed? 

Thanks Again

Yeah, they charged me also, but waived it. Thank again for the heads up.