Visitor
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1 Message
X1TV Boxes and customer owned modem
I recently was told that the X1 wifi TV boxes can not connect to client owned modems. Is this a recent change? I have had no issues for the past 6 months and now suddenly they stopped working after an outage and all tech support can tell me is that I need a comcast rented Xfinity Wireless Gateway. My modem and router are 'approved' devices from your website. Need an answer please!!!
XfinityAmira
Official Employee
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4.1K Messages
3 years ago
Hello and thanks for taking time out of your day to reach out to us regarding this X1 TV box & Customer-Owned modem concern. We're so thankful to have you as a customer and I am sorry to hear about the misinformation you have received. I can confirm that you are able to use our X1 cable boxes with approved customer-owned modems. I am also sorry to hear that the boxes have stopped working recently, my team would love to assist you with further troubleshooting this on our end so that we can get you back up and running. To best assist you with this concern, please send us a Private Direct Message.
Here are 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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