XG1v4 will not activate

[Juiced46]

I just picked up a new DVR box(XG1v4) to swap out an older HD DVR box. I have it hooked up and went through the menus to set it up. At first I got a message saying they need more account info and call the listed #. I did and they troubleshooted on the phone. They entered the Serisal # of the box and sent a signal. Now I get a message saying "The Device needs to be activated" and to call the Xfinity #. I did and they are saying they cannot activate the new box. My options are to go back to the store and get ANOTHER new box. Or wait for a technician which is 3 days out......

There are 2 serial #s on the new Xg1v4. One is on the bar code that says "CC SN" the other is under the model 3 that just says "SN" I gave them the "SN" and they said that is the correct one, I have a feeling they are entering the wrong SN in. I really do not want to go back to the store as I feel how is it possible to get a box that is DOA for activation?

[Rustyben]

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@Juiced46 wrote:

I just picked up a new DVR box(XG1v4) to swap out an older HD DVR box. I have it hooked up and went through the menus to set it up. At first I got a message saying they need more account info and call the listed #. I did and they troubleshooted on the phone. They entered the Serisal # of the box and sent a signal. Now I get a message saying "The Device needs to be activated" and to call the Xfinity #. I did and they are saying they cannot activate the new box. My options are to go back to the store and get ANOTHER new box. Or wait for a technician which is 3 days out......

There are 2 serial #s on the new Xg1v4. One is on the bar code that says "CC SN" the other is under the model 3 that just says "SN" I gave them the "SN" and they said that is the correct one, I have a feeling they are entering the wrong SN in. I really do not want to go back to the store as I feel how is it possible to get a box that is DOA for activation?

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yes it is possible. check the coax connector. is it on the one marked similar to 'in from provider' and not connected to 'out to TV'?

[CCAndrew]

CCN is the cable card number. The other is serial number of the actual box. Take it back, they can verify the information was entered and get a different box

[Juiced46 · Accepted solution]

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@CCAndrew wrote:
CCN is the cable card number. The other is serial number of the actual box. Take it back, they can verify the information was entered and get a different box

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I ended up taking it back and switching it for another one. Worked right away when I plugged it in. The first box I received, I never saw the guy scan the barcode. The 2nd box, I watched him scan it. Anyhow, the new box is up and running. Thank you.