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2 Messages
Xfinity 4k - XG1v4 Cable Box Availability
Called Xfinity and asked about the availability of XG1v4 cable boxes at my location (WA state), which has the capability to stream 4k content through Netflix. Was assured, with repeated confirmations, that they were available to the local service store, would just have to bring in my existing cable box and exchange it. Bought a nice LG OLED TV, upgraded my Netflix account to receive Ultra HD, and took my box down to the local service center for exchange, per customer service direction. You can probably guess what happened next - "sorry, we don't have any 4k boxes, don't know when we will". Anyone else been misled by the Xfinity garbage customer service? Went online to see what lies they convey on their website regarding this matter, and found this: https://www.xfinity.com/support/cable-tv/uhd-4k-faqs/ More misleading BS. Wanted to warn anyone else potentially in the same situation as myself not to believe anything you are told or read about the availability of XG1v4 boxes; go to your service center first to confirm.
the5rivers
Contributor
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20 Messages
5 years ago
Yup I want to add tv service to my existing internet service but don’t see an option during the check out process online that states anything about receiving 4K boxes with the self install kit. I did PM a Comcast employee but have not received a response, so just waiting to hear from someone before I proceed with the order.
Thanks for your response!
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Rustyben
Expert
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24.6K Messages
5 years ago
I have escalated your issue to the Comcast Team available to these forums. Check back often for a reply in this thread from a Comcast Official Employee.
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the5rivers
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20 Messages
5 years ago
Thank you very much!
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dave006
Contributor
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17 Messages
5 years ago
Trying to request a replacement XG1v4 DVR. I sent a PM to @CCElla as the "Best Answer" indicated in this thread last Wednesday. It appears that Ella is on vacation, out sick or lost in the ethereal world as she has not been seen on the fourms since last Wednesday night.
Any help from another Comcast support rep would be greatly appreciated.
Dave
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Rustyben
Expert
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24.6K Messages
5 years ago
do you wish to swap out a non 4k DVR for a 4k DVR? or do you have a defective DVR?
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dave006
Contributor
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17 Messages
5 years ago
I am trying to get a replacment XG1v4. My XG1v4 failed last Monday after about 1.5 years of great service and I went to my local Xfinity office last Tuesday to exchange it for a replacment.
The rep said that they have not received any XG1v4 units for weeks and did not know when they would receive more units. She provided me with a XG1-a that will not even reach the initial Startup to pair with the new X15 remote or even display the initial Welcome message. I tried 2 different TVs that both work with a Pace Xi3 STB (small & easy to move back and fouth for testing) that I used to verify that problem was the XG1-a and not a HDMI cable or the remote or the COAX drop.
Dave
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the5rivers
Contributor
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20 Messages
5 years ago
Can anyone other comcast employee help me out with my new order? Still waiting to hear back from @CCPhill but wanted to know if anyone else is able to add 4K boxes to a self-install order.
Thanks!
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Rustyben
Expert
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24.6K Messages
5 years ago
I have escalated your issue on 8/10 and again today 8/13 to the Comcast Team available to these forums. Check back often for a reply in this thread from a Comcast Official Employee.
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the5rivers
Contributor
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20 Messages
5 years ago
Thanks for the info. I am actually adding tv service to my exisiting internet plan, and want to get the 4K boxes sent with the self-install kit. I'd rather not have to call in after the fact!
Thanks for the assistance. I appreciate it.
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Hunterward17
New Poster
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1 Message
5 years ago
Hello - I just purchased a 4K tv and do not have a box that works with 4K. Who can I reach out to to replace my HD DVR Box with a 4K Box that supports DVR.
Thank you,
Hunter
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Rustyben
Expert
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24.6K Messages
5 years ago
do you have a local Xfinity store? you can swap there in a few minutes. the recordings do not 'transfer' (existing) but you can run a menu option to sync DVR when you install the new DVR. (the cloud will have the most recent 60 hours of recordings that will be available on the new DVR until they are removed by new recordings.
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the5rivers
Contributor
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20 Messages
5 years ago
I placed my order via phone rep, and was able to add TV service to my exisiting internet and phone plan.
I have three TV's total that need to be connected, all 4K, and I was told by the CSR that only the DVR box is 4k while the other two boxes will be HD only. Is this correct? I was under the assumption that all boxes would be 4K ready (similar to Dish and their 4K Joey's).
*The CSR said he requested a 4K DVR in the notes section for the install.
Any help or info? Thanks in advance.
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dave006
Contributor
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17 Messages
5 years ago
Not all local xFinity stores have the XG1v4 available. Mine has not had these DVR units for several weeks. I would suggest you call first to verify that your local store has inventory. Here is where you can look-up the phone number for your local store.
Link: https://www.xfinity.com/support/service-center-locations
Dave
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the5rivers
Contributor
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20 Messages
5 years ago
@ComcastAlly PM sent. Thanks.
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dave006
Contributor
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17 Messages
5 years ago
@Rustyben thank you for your assistance. I heard back from @CCElla via a PM yesterday, she had been on vacation since last week. Today is part of her scheduled weekend so she asked @ComcastAlly to contact me via PM to complete my request for a XG1v4 DVR Self-install kit.
@ComcastAlly got the XG1v4 DVR ordered today so I am all set.
Dave
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