Visitor
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1 Message
4k box repeated service failures
I attempted to "upgrade" to 4k cable box during first week of November 2025. The 4k box would not connect to TV. Multiple efforts by technicians, reached via chat and phone conversation, were unable to provide a resolution. Three technicians visits failed to get the 4k box to function properly. During the last tech visit (on 12/23/2025) the cable from streetside box to the exterior house box was replaced. The cable between the exterior house box and TV also replaced. Every connection checked by the onsite tech. The new 4k box still failed to connect. The frustrated tech installed a non-4k box which connected to the TV properly and seems to be performing normally more than 24 hours later. Attempts to get 2 different 4k boxes installed failed to provide service for more than a few hours at a time before the picture went black and became frozen on the "Wecome" screen. Apparently the new 4k boxes are incapable of providing proper service. I believe I am entitled to a credit for one month's service for frequently interrupted service.
XfinityJon
Official Employee
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949 Messages
17 days ago
Good afternoon user_ld5u9p. I can certainly understand the frustration if there were issues with getting a 4K box installed. We can certainly look into this further for you. We will need some additional information.
Please send us a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forums page.
To send a "Direct Message" to Xfinity Support:
Click "Sign In" if necessary
Click the "Direct Messaging" icon or https://forums.xfinity.com/direct-messaging
Click the "New message" (pencil and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there
As you are typing a drop-down list appears. Select "Xfinity Support" from that list
An "Xfinity Support" graphic replaces the "To:" line
Type your message in the text area near the bottom of the window and press Enter to send it.
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Sleepbike
Visitor
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1 Message
12 days ago
I have had this same issue. I ended up just getting the 1080P box, as the 4K box is not very reliable. It has a tendency to over heat which means even if you do eventually get a good one, it only last about a year. Xfinity has had multiple issues with there 4k boxes in the past. I have even had there technicians come out, and tell me its not worth the 4k box as most channels are not in 4k, and there not all that great. I will say that it is a lot faster when accessing HULU, Netflix, Max, etc. through the 4k box, but you can just access that stuff through your TV smart apps if you want to stream things in 4k. I have been with Xfinity for over 40 years, and I will say the customer service is at minimum a hour to 2 hour phone call. I tried to get them to send me new ones, and had them send me the 1080p box 3 times, before I just went up to the store and got one myself, just to have it fail and over heat 3 months later.
Its a real shame that xfinity and verizon are the only real players out there when it comes to live TV, and they both know this that's why you pay over $200 for TV and Internet.
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