Hello! Thank you for reaching out here on the forums. I'm sorry to hear about the issues with the box! I'd recommend following some troubleshooting steps using the My Account app first: https://www.xfinity.com/support/articles/my-account-app-mobile-troubleshooting.
If you're still experiencing issues after doing that, please feel free to send us a PM with your first and last name so we can take the proper next steps.
To send a Private Message, please click our name “Comcast_Support” and click “Send a message.”