Contributor
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99 Messages
4K TV
I have a 4k UHD TV. I just installed the box that Comcast sent for the new service. It's a huge box with what sounds like an actual spinning hard drive insde and a fan! Whew.
Anyway, according to the device settings/video display section, I have HD on an XG1v3 box and the next icon shows "4K UHD Undetected".
Doing a search, Comcast virtual assistant sends you to the following page when asking about 4K TV:
https://www.xfinity.com/support/articles/uhd-4k-faqs
This says I need a new box!
Given that this install was just done on 2/15, WHY wasn't I sent a proper box for the capabilities of my TV? How do I get this darn box??????
Accepted Solution
XfinityBrie
Administrator
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672 Messages
4 years ago
We can assist with having a 4K compatible device shipped out to you. Please note there may be shipping delays due to weather in some regions, though most customers have been getting their devices within 2-3 business days. Could you send me a private message including your first and last name and the numbers associated with your service address. To send me a private message, click on "ComcastBrie," and then click send a message. I can continue there to set-up a shipping order.
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XfinityDena
Official Employee
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3.4K Messages
4 years ago
Thank you for reaching out today! I understand how important your services are to you and to get them in 4K. I myself just bought a 4K TV for my household this past Christmas since we watch more TV than ever before due to the pandemic and staying home. You can use your X1 Voice Remote to say '4K' or search 4K' to be taken to the Experience 4K UHD on X1 landing page that displays all 4K viewing options. Customers with a non-4K TV Box will either receive an on-screen message saying they don't have a 4K compatible TV Box, or it will downscale to HD depending on the 4K On Demand program.
If you would like to swap out the current box for a 4K box you can visit a local service center to swap the box for free. If you are needing any assistance in locating a service center you can follow this link: https://comca.st/2Zs5CZ5 to locate one near you!
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CCAndrew
Gold Problem Solver
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25.9K Messages
4 years ago
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Jojo999
Contributor
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99 Messages
4 years ago
Well, Comcast could ask during the onboarding "Do you have a 4K capable TV?", which would then give them a clue as to what type of box to ship. But that might be too simple, yes?
As to limited supplies of boxes in some markets, why is that MY problem?
It's not like 4K is something new. In fact, there are 8K TV's for sale now. What is Comcast's paln for 8K support?
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Jojo999
Contributor
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99 Messages
4 years ago
Yes, I know this. But the nearest Comcast store is about 12 miles from me and then I have to make an appointment. All together this will be about a 25 mile round trip drive, a waste of gas and a likely waste of about 2 hours of my time.
Why can't the replacement box be mailed to me (although I noticed a complaint from someone who related that he has been promised shipment of a box 4 times and still has not received one)? Would that be too simple?
I hope I don't have to file an FTC complaint.
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dcfox
Contributor
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387 Messages
4 years ago
I had a tech come out and swap boxes. I was then charged $40 for the service call but when I called they said that was a mistake and credited my account. I can't say for sure it will be the same for you.
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Jojo999
Contributor
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99 Messages
4 years ago
Thanks, no need. I restructured my day and made a trip to the Comcast store, where they were able to find one for me (supposedly the only one in the whole store!). Lucky me?
Got it setup and watching some 4K videos on YouTube. Looks very nice!
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XfinityRay
Official Employee
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3K Messages
4 years ago
I am very happy you were able to get one at your local store! Saves a few days on shipping. You can also search 4K content by saying 4K in the voice remote as well. On YouTube, I always get stuck on the underwater or fishtank videos. It looks so clear and pretty! If you need anything in the future feel free to reach out.
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