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Mr_Mike
Rousing Reactor
Much Appreciation
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Contributor

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49 Messages

Sunday, November 27th, 2022 3:02 PM

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Xfinity tech replaced cable box, new box requires upgrade

Very frustrated here ... After a series of issues with my cable box, an Xfinity tech replaced the box (which had a faulty HDMI input port) with a different style box (no clock or recording indicator lights).

When I went to Hulu, there was a message to upgrade my this box which I ignored (selecting remind me in 30 days) and was able to log into Hulu. When I went to Apple TV, a message indicated that I must upgrade my cable box and Apple TV was unavailable. (Apple TV was not listed in the Xfinity Apps menu from this box).

Called Xfinity and was told I needed to take the box to an Xfinity store to have it upgraded. Seems that the tech swapped my box (which did have access to third-party services like Apple TV) with one that does not. And I must fix his error and upgrade the box that the tech left. Xfinity support offered to send a reset signal but didn't know if that would work. I asked to speak to tech support, who might know if that would solve the problem, and the Xfinity support person told me he was the most technical person? He said they could ship me a new box bit there might be a charge, he wasn't sure.

Question

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Updated 

2 years ago

1.6K

1

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Accepted Solution

Andyr1

Gold Problem Solver

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8K Messages

2 years ago

You probably have the XG2 box. It's large black square with the blue/green vertical light on the front-right. If you look on the bottom, you will see the model number. There is XG2v2-S and XG2v2-P. The -S version does not support several streaming services.

To add, both XG2 versions are grossly underpowered. If you can, see if you can get an XG1v4 (ideal but scarce as hens teeth right now), or XG1v3.

2

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Mr_Mike

Contributor

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49 Messages

@andyross​ Thanks very much - you're exactly right - the Xfinity tech left a XG2v2 box. I saw that there was a service order put in yesterday and called Xfinity again to see what that was about. After some digging they acknowledged that the box that was installed would not support Apple TV but was the only box in the tech's truck (??). They also indicated that the tech submitted a work order for a replacement box to be shipped.

That's fine but the tech did not mention any of this. Just attached the box and left. It would have saved some frustration had either the tech or the support rep I spoke to last night, mentioned this.

Anyway, appreciate your response.

Thanks,

Mike

2 years ago

0

Mr_Mike

Contributor

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49 Messages

@andyross​ Thanks again. I did receive a XG2v2-P upgrade in the mail that works with streaming devices. Based on your advice, I swapped this for an XG1v3 when I returned my old device. Big difference in responsiveness. Much, much better than the XG2 that they sent. Appreciate your help with this.

Mike

2 years ago

0

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