Need a new main TV box.

After a storm, my main TV box stopped transmitting a picture to the TV. (It still partially works, as the other boxes receive a signal and we get TV on them.) This is the second time this has happened since we had service, and I know I just need to replace that box like I did the first time. The chat no longer connects to a real person I can explain the issue to and just wants to send a technician, which isn't necessary. How do I simply order a new main box to exchange for the faulty one?

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XfinityChristy

Official Employee

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2.7K Messages

11 days ago

fontdog Thank you for sharing what’s been going on, and I’m really sorry you’re dealing with this again after the storm. I know how frustrating it is when the main TV box stops sending a picture while the rest of your equipment is still working. We can definitely get this taken care of.

If you’d like to swap the box at a local Xfinity Service Center, you can set up an appointment online by visiting the Xfinity Store locator. Once you choose your nearest location, select the option to schedule an appointment and pick a time that works best for you.

If you prefer to have a replacement box shipped to you instead, I can help with that here through our private Direct Message space on the Xfinity Community Forum. There is a standard shipping fee, and once the new box arrives, you can install it and then drop off the old one at any service center for return.

Just let me know whether you’d like to schedule a service‑center appointment or start the ship‑and‑swap process in Direct Message, and I’ll take care of the next steps with you.

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fontdog

Regular Visitor

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4 Messages

Thanks for replying. I'm trying to figure out how to send a direct message. When I put in your username, I get a drop down menu of names but don't see "XfinityChristy." I am probably just missing an option to direct message somewhere.

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5 days ago

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XfinityAngie

Official Employee

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2.6K Messages

fontdog, give this a try:

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 forum's page.

Here are the detailed steps to direct message us:

• Click "Sign In" if necessary.

• Click the "Direct Message” icon (upper right corner of this page).

• Click the "New message" (pencil and paper) icon.

• Type "Xfinity Support" in the "to" line and select "Xfinity Support" from the drop-down list.

• Type your message in the text area near the bottom of the window.

• Press Enter to send your message.

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3 days ago

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U

user_jqmxg2

Visitor

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1 Message

12 hours ago

I'm stuck on the email loop...and it's starting to [Edited: "Language"]..I've NEVER even been able to access my email the entire time I've had the service..and my virtual prepaid card info is in it.. this is stupid

(edited)

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X1

fontdog

Need a new main TV box.

XfinityChristy

fontdog

XfinityAngie

user_jqmxg2

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