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New TV Customer 2 TVS... 4k?

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Frequent Visitor

New TV Customer 2 TVS... 4k?

Hi all, DirecTV convert and just had an Xfinity TV setup today. We realized very quickly that the boxes that were left for us do not support 4k. I should have been a lot more upfront about the need for this but it wasn't obvious in the online order process and I got sidetracked speaking with the tech because we had some issues getting the internet back up and running.

 

Anyway, I called in and now have two 4k boxes being shipped to me. One was the Xi6 and I thought that was great news because she said it was wireless. This was one of the great perks from DirecTV that I thought I had lost with the transition but was happy to hear it was actually available.

 

Here's the problem. I think. I was just reading up on these boxes and it appears that in order for the Xi6 to work I must have an Xfinity Gateway. Is this true? I'm hoping I have misread something as it seems like Xfinity should have a flag for the CSRs to let them know that a device is incompatible with the customer's current setup. But if not, then I'd really appreciate some help understanding my options for getting 4k to the secondary TV that do not also require me to pay for an Xfinity Gateway. Thanks.

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Expert

Re: New TV Customer 2 TVS... 4k?


@Fingolfin269 wrote:

Hi all, DirecTV convert and just had an Xfinity TV setup today. We realized very quickly that the boxes that were left for us do not support 4k. I should have been a lot more upfront about the need for this but it wasn't obvious in the online order process and I got sidetracked speaking with the tech because we had some issues getting the internet back up and running.

 

Anyway, I called in and now have two 4k boxes being shipped to me. One was the Xi6 and I thought that was great news because she said it was wireless. This was one of the great perks from DirecTV that I thought I had lost with the transition but was happy to hear it was actually available.

 

Here's the problem. I think. I was just reading up on these boxes and it appears that in order for the Xi6 to work I must have an Xfinity Gateway. Is this true? I'm hoping I have misread something as it seems like Xfinity should have a flag for the CSRs to let them know that a device is incompatible with the customer's current setup. But if not, then I'd really appreciate some help understanding my options for getting 4k to the secondary TV that do not also require me to pay for an Xfinity Gateway. Thanks.


yes xi6 requires the special xfinity gateway. the connection can be via wifi or by ethernet connection.  there is no price difference between 4k and non-4k devices of the same type. the Xi6 has no tuner and uses (via MoCA over ethernet/wifi) to get a tuner from your DVR or xg2 hub.



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Frequent Visitor

Re: New TV Customer 2 TVS... 4k?

Appreciate the response. So this at least confirms I was sent a box that I can't actually use. No problem I can always send it back.

 

With that said, do I have any 4k box options for the second TV that do not require the gateway? I'm assuming I could request a 2nd DVR box but seems a bit excessive to pay 2x$10 for DVR when I really only need one DVR. I just want 4k without having to change my entire wireless network.

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Diamond Problem Solver

Re: New TV Customer 2 TVS... 4k?

2nd dvr would be your only 4K option

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Re: New TV Customer 2 TVS... 4k?

Thanks Andrew. That's disappointing to learn but at least I know now and gives me 30 days to decide what to do.

 

Just as a follow up option, I understand I can use Roku and load the Stream App through that. Is this method capable of delivering 4k Live? Meaning, sporting events and such where 4k is available?

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Expert

Re: New TV Customer 2 TVS... 4k?


@Fingolfin269 wrote:

Thanks Andrew. That's disappointing to learn but at least I know now and gives me 30 days to decide what to do.

 

Just as a follow up option, I understand I can use Roku and load the Stream App through that. Is this method capable of delivering 4k Live? Meaning, sporting events and such where 4k is available?


only some Roku devices are 4k capable, and I don't recall anyone saying 4k works on the beta stream channel on Roku.



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Re: New TV Customer 2 TVS... 4k?

Ok in lieu of a new thread since this is related...

 

I just tried to call to understand how to handle the situation now that I know I can't use the Xi6 box. Lots of fun going on there so hopefully you guys can help me out.

 

I currently have 2 boxes. Expectation was to replace both with 2 that were being shipped to me. A 4k DVR and the Xi6. I would then ship back the 2 that I currently have. Now the plan is to ship back my XG2v2-P and the Xi6 since I don't have the proper equipment to use the Xi6. When I called to ask about this they told me to call 1-800-PICK-UPS which of course is UPS?

 

So here's my question, do they really not care which 2 boxes I send back? I had trouble communicating this question with the CSR and she kept pushing me to call UPS for shipping. I'm just trying to ensure there are not going to be any accounting issues that are going to become the next issue a few weeks from now.

 

Thanks again, hopefully this is the last question. I'm ready to start enjoying the service and stop worrying about simple equipment questions that should have been worked out on the front end!

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Expert

Re: New TV Customer 2 TVS... 4k?


@Fingolfin269 wrote:

Ok in lieu of a new thread since this is related...

 

I just tried to call to understand how to handle the situation now that I know I can't use the Xi6 box. Lots of fun going on there so hopefully you guys can help me out.

 

I currently have 2 boxes. Expectation was to replace both with 2 that were being shipped to me. A 4k DVR and the Xi6. I would then ship back the 2 that I currently have. Now the plan is to ship back my XG2v2-P and the Xi6 since I don't have the proper equipment to use the Xi6. When I called to ask about this they told me to call 1-800-PICK-UPS which of course is UPS?

 

So here's my question, do they really not care which 2 boxes I send back? I had trouble communicating this question with the CSR and she kept pushing me to call UPS for shipping. I'm just trying to ensure there are not going to be any accounting issues that are going to become the next issue a few weeks from now.

 

Thanks again, hopefully this is the last question. I'm ready to start enjoying the service and stop worrying about simple equipment questions that should have been worked out on the front end!


it is up to you what equipment you keep.  i'd rename the box(es) you are returning to "something' old by adding old to the location before disconnecting the device as it may take a long while before the old one is removed from your online equpment list (won't be charged for it but may appear for a long time). SAVE your receipt from ups showing the serioal number(s).



I am not a Comcast Employee.
I am a Customer Expert 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.
Was your question answered? Mark the post as Best Answer!