We were sent the wrong cable box and no one is helping us out

[cesar23a]

So we change plans since our contract ended, just to a different amount of channels. And xfinity said we will send you a new cable box. So they did and I went to return the old box at a xfinity location. There they told me that I was given the wrong box because the one I was returning (keep in my I was returning my old one) was the one I needed and I should just return the new one. They claimed that I was sent the wrong box. But whenever we connected the old box back, it was completely shut down and it wouldn't connect. And the one that they sent, we connected to see if it work.  But it says connecting for hours. I even contacted someone on the phone for xfinity customer service and said they could not help us and then hung up on us. Now we cannot watch the news like we need to during this time. Someone please help.

[ComcastAmira]

Hello @cesar23a, thanks for reaching out to us on our Forums page. I am sorry to hear about the trouble you have experienced with trying to get the correct replacement box. This is definitely not the kind of experience we strive for our customers to receive, and I apologize for any inconvenience or frustration this has caused you thus far. I would be more than happy to help! 

Can you please send me a Private Message including your first and last name as it appears on the account? 

To send me a Private Message, please click my name “ComcastAmira” and click “Send a message".