Some Xfinity X1 TV Boxes don’t support streaming or internet partner apps such as Amazon Prime Video, Hulu, Disney+, or Netflix.
If you try to access one of these streaming partner apps and your TV Box is incompatible, you'll be prompted with an offer to exchange it for a compatible one. Follow the on-screen instructions to order a compatible TV Box. We'll send you everything you need to replace your device when you order.
You can go to xfinity.com/selfinstall for instructions and set-up videos.
Note: Not all apps allow you to exchange your device through your TV.
Exchange an X1 TV Box for one that supports streaming partner apps
To order a new TV Box:
- Press the xfinity button on your remote control for the TV/Box you want to replace.
- Click Apps from the X1 Apps menu.
- Highlight the desired app and press OK or the center of the directional pad.
- Follow the on-screen instructions to exchange your TV Box.
- Return your old X1 TV Boxes within 30 days to avoid additional charges. For return options, see How to return your Xfinity equipment.
If you don't see the screen above, contact us to learn about your options for getting a compatible X1 TV Box.
Additional replacements
- If you have additional TV Boxes that don't support streaming partner apps and want to replace them, you'll need to order them individually.
- You can order up to two TV Box replacements at one time.
- You'll be able to order a third TV Box once your other replacement boxes ship.
Note: Getting Started kits will be sent within three to five business days for each on-screen order placed at no additional charge. If you have an email address on file, you’ll receive a confirmation email.