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Upgrading to HD, received wrong set top box

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Upgrading to HD, received wrong set top box

I have 1 TV. I have 1 Set top box, an old SD one.

I used the forum to reach out and get the new X1 HD box sent out to me.

unfortunately, I received a secondary box instead of a primary box..

In trying to set up this new  box, it would not connect. Called Customer service and they required me to purchase an additional outlet to activate this box, That still did not work as I do not have the X1 primary box.

I would like to exchange my old box and this secondary box, for the correct primary X1 box only.

I need that secondary "bedroom" outlet charge removed from my current bill.

I have reached out to my original agent ComcastKenF, but have not heard back yet. I just thought I would document the current situation here. Let me know what I should do. Thankyou.



Re: Upgrading to HD, received wrong set top box

I've asked a Comcast employee to help you. You should expect a reply in this thread. 

The Forums stick this horrible banner after all my posts automatically. I'm sorry.

I am not a Comcast Employee.
I am just a customer, volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

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Official Employee

Re: Upgrading to HD, received wrong set top box

Hello @kabelectro. I can assist in getting you the correct X1 Primary box. I can also ensure we get your billing correct. Please send me a private message and include your full name, service address, and account number so I can access your account.