Visitor
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2 Messages
xg1v4 problem
What is the problem with Xfinity "customer service"?
After two years of problems with my 4k XG1V4 DVR box. Having to reboot constantly.
Involving many hours of troubleshooting on the phone with tech support in hopes of a software fix.
With no fix and because the problem became for frequent , I decided two months ago to replace the XG1V4 box.
On the first service appointment the Tech never showed.
On the next appointment the Tech replaced my XG1V4 with a non-4k box.
All this consuming many more hours of my time.
After a dozen trips to Xfinity stores I was given two replacements that were defective. Within a week both boxes after having to reboot several times (same as before) froze up to the point they would not get past the “Welcome” screen and became completely unresponsive.
I then called to order a new from factory XG1V4 box because it seems these returned “frozen” boxes are being reset and sent back out to Xfinity stores without fixing the cause of the problem, whether it be software or hardware.
After an hour on the phone to order the “new” XG1V4 I was sent an Xi6 wireless box.
I called again this time over two hours on the phone explaining what happened too many times and trying to ensure that I’d get the right box sent to me, incredibly I was sent another Xi6 wireless box.
On Friday 1/26/24 I spent another two hours on the phone (a supervisor stated I would get an XG1V4 within 24 hours).
On Sunday with no UPS update I spent another hour on the phone with absolutely no resolution.
On Monday because no one is capable of providing any relevant information regarding my situation I requested to speak with a supervisor AGAIN, it took an hour and forty five minutes to get “transferred”, I let this transfer ring for another 45 minutes with no answer before I gave up and hung up.
Cable box replacement: Two months, Ten hours trouble shooting, Two service appointments, a dozen trips to Xfinity stores and 10-15 more hours on the phone trying to order a XG1V4, I’m worse off than when I started.
My original XG1V4 never froze on reboot to the point of being completely unresponsive and stuck on“Welcome” screen like the two replacements from Xfinity store did within a week. I was just tired of having to reboot so often!
user_39d542
Visitor
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2 Messages
10 months ago
Follow up: After well over 10 hours on the phone trying to order a XG1V4 DVR, I just received my third Xi6 wireless box.
Xfinity phone "customer service" is practically non-existent. Give up early. Don’t throw good time after bad at it, thinking it can’t get any worse.
It Does!
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user_a4727b
Visitor
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2 Messages
10 months ago
My box started freezing last November (It's now February). I've been traveling a lot and haven't been here, but I tried to get it fixed during the first 3 weeks in January, and I also got the run around from customer service. I was able to schedule an appointment, but no one showed up. I got back on Friday and my Box was working for short periods of time, ie having to reboot about every half hour to an hour or so, but then late afternoon yesterday, I was unable to reboot. I've been trying since to get the box to reboot (thankfully I can watch tv on my laptop). I've had the same box that I've had for a few years and it just stopped working. I was thinking about trying to get a new box, but it's sounds like that won't work either.
Has anyone else had this problem and successfully resolved it?
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