XG1V4

Hello,

I was following the guidance below that was delivered to another user on a separate recent thread. I found multiple threads that directed users to reach out to the xfinity support alias via direct message. Also, it doesn't make much sense to have to request a device on a public forum to even open up a direct channel. There should be clear steps to acquire the XG1V4 set top box. It took me a long time and a lot of going in circles to figure out how to request this box. I tried to avoid posting on the forum but found no other avenue. This process feels like it's purposely making it difficult to acquire the box.

Hey there @ClockerXP, thanks for reaching out through Xfinity Forum regarding getting a new box. We would be happy to help you with getting the new box shipped out to you! 

Please send us a direct message with your name and service address, so we can assist you further.

To send us a Direct Message, you will need to sign in to the Forums if you are not.

Then you will need to locate and click on the "Direct Message" icon located in the upper right corner of this page.

Next, click the "New Message" (paper & pencil) icon, type "Xfinity Support" in the to line, and select "Xfinity Support" from the drop-down list.

You can proceed to type your message in the text area near the bottom, and press enter to send the message. Please let me know if you have any questions.

Thanks

James

Hi @user_q1kskr ! I just got finished working with you to get the XG1V4 box ordered via private message after we invited you to chat due to your post. Very happy we got that done! To shed some light on this process for anyone that may come across this post and is looking to get a 4K box, if you check out this link : 

https://www.xfinity.com/support/articles/uhd-4k-faqs

There is this information : 

Note: X1 4K TV Boxes (XG1v4 and Xi6) aren’t available to order online, and the Xi6 is not available in Xfinity Stores. The easiest way to receive an X1 4K TV Box is to contact us to order a Getting Started kit. The only way to receive an Xi6 is to request a Getting Started kit.

Reaching out to us here on the community forum or through chat are certainly great ways to contact us but clicking on the link on that message brings you here : 

https://www.xfinity.com/support/contact-us

Which lists all the ways to get a hold of us. Chat, text, forums, our app, Reddit, Twitter(X), or traditionally via phone at 1800COMCAST. We try to provide as many ways as we can for our great customers interact with us. Whichever way you choose, we hope that we can provide the best service possible. Thanks!

@XfinityFrank​ I used the direction you reference here and clicked on Contact Us. From there I could find no way to get to ordering the box. The page doesn't even mention 1800COMCAST. I tried going through the chat but it was automated and it ultimately brings you back to the article you referenced creating an endless loop. Clicking on 24/7 support provides no support options for the XG1v4 that I could find. Other options on that page do not seem applicable.  It is poor guidance to send folks to the general Contact Us page when there is no clear path from that page to making this particular request.

The only successful path seems to be to request the box on this public forum and wait for a direct response (contrary to the references on other threads that suggest direct messaging 'xfinity support'). I do appreciate that I was ultimately able to complete this request via the direct message forum route but if there is a better path to take to obtain the XG1V4 please provide it in detail here to avoid future frustrated customers.

Thank you

@user_q1kskr You followed the correct and intended process by reaching out to us on one of our contact venues. There is no way to order a 4K box via an online form at this time which is why we added that note. I understand that the page doesn't mention the number, but I wanted to add it to my post so folks who come across it will be aware that it is a way to reach us for this purpose as well. Please check your Private Messages for your tracking number. I hope you enjoy the box!

@XfinityFrank I recently received a second XG1v4 STB and it appears to be pretty beat up.  The hard drive makes a lot of noise (as if a bearing is bad).  Is there a way to get a "new" XG1v4 or are these no longer available?  Secondly, it appears that all of my recordings are now cloud based with limited storage capacity available.  Is there a way to direct recordings back to the built in DVR?