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upshift_1
20th Anniversary celebration
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Monday, January 12th, 2026 8:52 PM

Trying to activate new 4K boxes

I went to the Xfinity store and got the latest 4K boxes to update my home TVs.  I couldn't do the upgrade right away so the rep gave me a number to call: 855-652-3446.  The phone menu is abolutely maddening.  No way to talk to someone only one response available to text you a link to activate a gateway.  I want to activate cable tv boxes but it keeps sending me to the gateway link.  No way to talk to someone or get tech support, then it just wants to step you through the trouble shooting process. This approach to customer support just shows how much Comcast cares about customer service. We've been customers for over 20 years and this insulting. Who do I have to call to activate these new boxes?

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BIslander

Problem Solver

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570 Messages

15 hours ago

Activate the boxes?   Haven't heard of that before.  Are these just one of the two types of 4K X1 boxes - wired XG1v4 or WiFi Xi6?  You should be able to simply hook them up and follow the on screen steps.  

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upshift_1

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It requires activation on Xfinity's side, to replace the old HD boxes with the new 4K ones.  I knew it would be a few days before I could install the equipment so they gave me a number to call.  That's what led to the frustration above. I went back to the store today and the rep used my phone to call the number then tried a couple of different answers to the prompts to finally get to a rep, the magic words were: add new services, then: support.

My comments still stand, it should not be this difficult to simply get someone to do the activation.  The person was very

helpful, we stepped through the process and got the 4k boxes up and running.  Don't like that the new remote box is wireless only, my whole house is wired for ethernet.  And, ironically, it has an ethernet port on it.

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11 hours ago

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BIslander

Problem Solver

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570 Messages

9 hours ago

I use the wired XG1v4s in my house.  Didn't want the WiFi boxes.

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