1 Message
XG1v4 box stuck in reboot loop
I’ve had my XG1v4 box for about 3 years now. The past month or so, I’ve noticed some DVR recordings skipping during playback. In the last week, it’s gotten worse. Instead of skipping, the DVR recording will just randomly stop playing and then restart from the beginning. Then when I got home yesterday, the box was stuck in a reboot loop. It gets to the welcome screen and then restarts again. Since I work in IT, I know to go through all the troubleshooting: checking the cables, cycling the power, etc. But none of that worked and it’s still stuck in that loop. It seems like I need a new box and I know the Xfinity stores don’t carry this box, so hopefully someone can help me out. Thanks!
XfinityPaula
Official Employee
•
1.2K Messages
8 months ago
@jgarth12 Hello! Thanks for reaching out to us on our forums. We would love to help out! I'm sorry to hear about the hiccups you have been having with the 4K DVR. I believe you are correct and a new DVR may be needed. Since it's in a loop you can't access the service, but I want to warn you that any recordings that are stored locally and not on the cloud will be lost when we exchange the DVR. I can set up an appointment to allow a technician to check signals and such just in case it's not the device, but I would not be able to promise that they will have a 4K DVR with them if the exchange is needed. The other option is I can ship you a 4K DVR. There is a one time charge of $15.95 for shipping.
Please send us a direct message with your name and service address. From there we will be able to verify the account and set up the shipment or appointment.
To send a direct message, please click on the chat icon in the top-right corner of the screen, and select "Xfinity Support" to initiate a live chat.
Click "Sign In" if necessary
Click the "direct messaging" icon or https://comca.st/3J0ir1l
Click the "New message" (pencil and paper) icon
Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
Type your message in the text area near the bottom of the window
Press Enter to send it
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