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New cable box will not activate. Only show black screen

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New cable box will not activate. Only show black screen

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I have decided to put a cable box on a 4th TV in my house. I cannot get the new/refurbished cable box to activate. I returned the first cable box and got a 2nd which is doing the same thing as the first one. A black screen appears with no words. Comcast phone reps tell me to go get a 3rd box to try. Is quality control that bad with new boxes? I have 3 working TV's and 3 working cable boxes.The new box will not work/activate on any of my TV's. Anyone who has critical thinking skills can realize it is not the TV or the connection. Again, are the new cable boxes bad, are they not compatible, or is this a ploy to get me to upgrade? Can someone offer some insight as to what might be happening.

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Re: New cable box will not activate. Only show black screen


MrCableMan wrote:
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I have decided to put a cable box on a 4th TV in my house. I cannot get the new/refurbished cable box to activate. I returned the first cable box and got a 2nd which is doing the same thing as the first one. A black screen appears with no words. Comcast phone reps tell me to go get a 3rd box to try. Is quality control that bad with new boxes? I have 3 working TV's and 3 working cable boxes.The new box will not work/activate on any of my TV's. Anyone who has critical thinking skills can realize it is not the TV or the connection. Again, are the new cable boxes bad, are they not compatible, or is this a ploy to get me to upgrade? Can someone offer some insight as to what might be happening.


did you try the new set top box in a current location by hooking it up temporarily where another set top box is currently working?




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New Poster

Re: New cable box will not activate. Only show black screen

Yes, I tried the new box on another TV by swapping out the box that was already working. The new box will not work anywhere. I also put an existing working box in the new location to verify it will work in the new location.

    

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Re: New cable box will not activate. Only show black screen

Do you ever see the welcome screen? Or anything at all?


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New Poster

Re: New cable box will not activate. Only show black screen

No welcome screen, no channel guide, only black screen. Both refurbished/new boxes have done the same thing.

Official Employee

Re: New cable box will not activate. Only show black screen


MrCableMan wrote:

No welcome screen, no channel guide, only black screen. Both refurbished/new boxes have done the same thing.


There's been reports of black screen during activation but you should at least see the welcome screen.

 

Try holding down setup and press the Xfinity button ( like your RF pairing the remote) a couple of times.

 

EDIT- your account shows legacy boxes, not the X1 boxes is that correct?


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New Poster

Re: New cable box will not activate. Only show black screen

Yes I feel like I have legacy boxes. I have aftermarket Internet modem and router. I have HD and all the cannels I need, but I have not upgraded to the special X1 combo box. Is this the problem? Perhaps this new cable box is not compatible?

New Poster

Re: New cable box will not activate. Only show black screen

holding down setup and pressing the xfinity button has not produced any new results. Still only black screen. I get the same results using the HDMI or when switching to coaxial and watching channel 3.

Official Employee

Re: New cable box will not activate. Only show black screen

Yeah the suggestion I gave was for X1 boxes. You'll probably have to a tech onsite to figure this one out, since it's multiple boxes on multiple inputs

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