X1 box freezes

I had to downgrade to an XG2 box to eliminate my problems. Very disappointing as the XG2 box is slow. I would like a brand new XG1v4 box. The refurbished boxes are buggy. Can I get a new one?

We can order you a box. But the warehouse will grab what is available. I cannot promise it is brand new and unused previously. 

After downgrading to the XG2 box (i tried 3 different XG1v4 boxes and they were all buggy) , my "freezing" problems went away. But I'm not happy as the XG2 box is slow and less recording time, etc. I pay a hefty fee each month, and I'd like a new XG1v4 box.

BTW, most other online forums notify you by email when someone replies to your post.  Does this forum have that option?

bertclo I'm sorry that we had 3 different XG1v4 devices fail on us and have a freezing problem. I know the DVR's can be a little more sensitive to RF signal VS the XG2 boxes. Did you swap those boxes out on their own or did you have a technician out to your home? With the initial symptoms you shared with the device freezing and the voice remote not working, I think there could be an issue with the signal levels and that is causing the devices to not working properly. I know the cost for services is a lot and when you pay for something you want the full value. If we haven't had a technician out yet, or we have and the trouble is on going we can create a new appointment for us to figure this out. I'm sure with swapping the cable box a few times now we know that the cable is secure. Are there any splitters on the line? That could be contributing to the interference if the connection is not secure or the splitter has gone bad. 

Let's move over to a direct message so that we can troubleshoot the service and get things working the way they should be for us. Please send us a direct message with your name and service address. From there we can check the signal levels and work to find the source of the issues. 

For the notifications yes you can receive an email and a platform notification if you have the options enabled. While signed in click on your profile at the top right. Select profile settings, and you will see all the options for receiving notifications. 

Here are the detailed steps to direct message us:
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