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user_8s3tox
1st Topic

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6 Messages

Sunday, December 21st, 2025 2:21 AM

Sent wrong movie

I bought Gladiator and was sent the 4K version.  My TV doesn't have 4K and so I can't watch the movie.  How do I get a refund or the right version of the movie?  I tried using the xfinity chat assistant but it didn't help.

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24 hours ago

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DreamSayerZ

Problem Solver

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919 Messages

3 days ago

@user_8s3tox The movie should still play. It would downgrade the picture quality to what your TV can support.

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user_8s3tox

Visitor

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6 Messages

Nope.  It doesn't do it.

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3 days ago

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DreamSayerZ

Problem Solver

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919 Messages

@user_8s3tox​ What is the device you are trying to play the movie on? Make/model/year etc. And this was a digital movie purchase?

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2 days ago

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user_8s3tox

Visitor

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6 Messages

It is a digital movie.  LG TV, about 1 year old.  

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2 days ago

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XfinityJustinM

Official Employee

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432 Messages

2 days ago

Hi @user_8s3tox, quite odd that the movie would still not play. As @DreamSayerZ mentioned, in most scenarios the movie should just down scale. Are you seeing an error message appear when you attempt to play the movie? 

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user_8s3tox

Visitor

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6 Messages

I get a message saying that I need to adjust my TV to play it.  I contacted LG and they said that their TVs cannot be adjusted and that the cable box needs to be adjusted.

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1 day ago

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XfinityRichard

Official Employee

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2.7K Messages

Hi there, @user_8s3tox  I'm sorry for the inconvenience this is causing you. I can get you taken care of. Can you please DM me your first and last name, along with your full service address so that I can assist you further.-Richard

 

Please send a private message by clicking the direct messaging chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section. 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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1 day ago

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user_8s3tox

Visitor

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6 Messages

Hi Richard, I just did it.

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1 day ago

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user_8s3tox

Visitor

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6 Messages

I did as you asked and let the person know that I wanted a refund.  He never responded.  This is terrible service.  I have no idea if I'm getting the refund or not.

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1 day ago

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XfinityRaul

Official Employee

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2.4K Messages

24 hours ago

@user_8s3tox We want to thank you for reaching out on the Community Forum for support with your billing concern with this movie purchase. We are glad we were able to reverse the charges. Never hesitate to create another public post for any of your future account and service needs!

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