The way they did it for me was they send out a tech for an x1 install... but won't apply "any changes" to my account until after it was installed.. No changes were applied... Still paying $140 a month for the triple play +HBO & Showtime and now have 3 X1 box's... The smaller non DVR box's are awful and I'd recommend just getting the DVR replaced until they work everything out.
I'd try and ask in a diffren't way.. The tech said he's been installing them just as fast as their getting them in.