U

Visitor

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2 Messages

Tue, Nov 30, 2021 6:25 PM

x1 tv box and tv interface

Anyone else recently get new equipment and now have the old interface from around 2008?  Box also will not communicate with xfinity status center.

Official Employee

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417 Messages

2 m ago

@user_8c7ad8

Good afternoon! Thanks for reaching out to us here through our Forums support platform for Xfintiy. It sounds like you may have received the wrong equipment. We would rather you have the latest and greatest on our X-1 platform and of course, we want that to work with your systems. Can you provide the model for the device by looking at the bottom sticker, please? For example, it may say something similar to “XG2”. Are you getting error messages or codes when trying to use your box?

 

Let us know, we are here to help and we will be sure to take care of everything for you.

Visitor

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2 Messages

@XfinityDevinC the box was the problem as I had thought and tried to explain to the phone tech support when they couldn't communicate with it.  They insisted that a tech HAD to come out. Tech came today and within a minute knew the wrong equipment was sent. Yet here we are now having to call support back because of a $100 self install kit failed charge. SMH

Official Employee

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417 Messages

@user_8c7ad8

Ah! I understand. Did the technician replace the box for you and is everything working well at this time? It doesn’t sound like it was your fault that the self-install kit had failed. We do send a technician when self-installation does not work but we wont charge you that if its outside your control and its an issue on our end that caused it to fail.

I’d love to offer to save you a call and apply the adjustment for the professional install on our end. We can do it all right through a direct message. Here are the steps to send us one and we look forward to making this right for you.

Here's the detailed steps to Direct Message us:
• Click "Sign In" if necessary
• Click the "Direct Message" icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message

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