Called customer service multiple times

My x1 box won’t turn on, I’ve called and tried to handle this through chat and no one seems to grasp that sending a signal to the box is going to make it work. It won’t turn on. I have plugged and replugged it switched sockets etc still no power going to the box. I need a replacement and have no idea how to get one.

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BruceW

Gold Problem Solver

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27.8K Messages

30 days ago

My x1 box won’t turn on ... I need a replacement ...

If the device is dead when plugged in to a known working outlet and needs to be replaced, the quickest way to do that is to swap it out. See https://www.xfinity.com/support/service-center-locations for the locations of Service Centers and Xfinity Stores to do that.

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XfinityMartyR

Official Employee

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3.8K Messages

28 days ago

user_9u1apb Thank you for reaching out, and I'm sorry to hear about your X1 TV Box. Were you able to get it swapped out by using the Xfinity Store locator @BruceW shared?

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user_9u1apb

Visitor

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2 Messages

I live almost 2 hours from both of those locations. I work all during the week so there’s been no time for me to travel to do this.

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28 days ago

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XfinityMartyR

Official Employee

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3.8K Messages

user_9u1apb Thank you for letting us know! We can help with sending out a replacement to your location, or scheduling a technician visit for you. Please send us a direct message, so we can gather your account details.

To send a "Direct Message" message:

• Click "Sign In" if necessary
• Click the "Direct Message" icon
• Click the ""Start new conversation" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
• Type your message in the text area near the bottom of the window
• Press Enter to send it

How to: Direct messaging within the forum

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28 days ago

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X1

user_9u1apb

Called customer service multiple times

BruceW

XfinityMartyR

user_9u1apb

XfinityMartyR

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