X1 Activation Process Overview
This document outlines important steps of the activation process for XFINITY X1. These steps apply for all X1 devices received via Self Installation Kit; this installation option is available in select markets only.
Choose Language Preference
You can select your preferred language at the beginning of activation (English or Spanish). Once your language has been selected, all the remaining activation screens will be presented in that language. Your On-Screen Guide and menus will also appear in the language you select here.
Note: If you choose the wrong language by mistake, you can exit the activation process by pressing and holding the power button on the front of the TV Box for 10 seconds to restart.
X1 Activation Start-Up Screens
The boot screen displays while the TV Box powers up: While the Welcome screen is displayed, the TV Box is connecting to Cloud services that include the activation application.
Mandatory Firmware Download Screens
For X1 TV Boxes that have older firmware versions, you may see a screen that reads, "Your TV Box is busy with a mandatory update," along with a countdown timer. When you see this screen, please allow time for the TV Box to complete this activity. The TV Box will reboot automatically when the download completes. Then, you will be taken to the Activation Process. If the TV Box is unable to complete the download, you will see a message which reads, "Give us a call. We've run into a problem. Sorry about that. Please call your service provider to get this taken care of right away." If this happens, please contact us.
During registration, the TV Box will require that you either enter your account number and phone number, or just the last four digits of your phone number. Use the number keys on the remote control to enter this information. You will automatically be taken to the next step of the set-up process once the numbers are validated. (Note: If you select, "I don't recognize this number," you will be asked to enter additional information to validate your account.)
If your credentials are not valid, an error message will be displayed that indicates: "We didn't find a match for that account or phone number. Please check that you have the correct information and try entering it again." Confirm your correct account number and home phone number and enter the information again.
After entering the account information use the up arrow button or down arrow button on your remote to choose a device name. On the screen that reads "Give your TV a name. Create a custom name or choose from a preset name to easily identify this TV," highlight a name and press the OK button, or highlight the Custom option and follow the instructions on the screen to create a custom name.
For some accounts, X1 service will activate quickly and will tune directly to live TV programming; however, the download and verification of subscription information may take up to 10 minutes. The following messages will be displayed to inform you that the activation process is still ongoing:
"Getting pumped? So are we. We just need a few minutes to update your account info. Please don't unplug or restart your TV Box."
"Double-checking your system. Just another minute while we check your signal strength. Please don't unplug or restart your TV Box."
"Your entertainment is coming right up. Preparing your local channel lineup now. Please don't unplug or restart your TV Box."
"Sorry this is taking a little extra time. We'll have you up and running in just a few more minutes. Please don't unplug or restart your TV Box."
Once activation is complete, the TV will tune directly to live TV programming.
Other Scenarios Using the Boot Up and Welcome Screens
In certain scenarios (e.g., after a power outage), you may encounter the Boot Up, Welcome and Connecting to Live TV screens again.
A One moment please notification appears when live TV is displayed and you attempt to use the remote control, but the On-Screen Guide has not yet fully loaded.
To make sure you can take advantage of the latest video updates, customers with a Pave Vegas 575 SD DVR or the Pace Vegas 577 SD DVR are being asked to exchange these set-top boxes for a newer model set-top box.
Can I buy my own DVR or cable box?
Yes. You can purchase your own device or DVR available from a legitimate retailer and-or authorized reseller in the United States. Below are a list of a few of the models of "purchasable equipment" that Comcast supports:
Any customer owned device (above) would need to be activated via a Comcast-supplied cable card.
Will I be charged to use a CableCARD? The first CableCARD in a retail CableCARD device is free to Comcast customers. If a second CableCARD is needed for the same device (as is the case with certain older model TiVo devices), a charge will be applied based on your area.
Will I receive an equipment credit if I use my own CableCARD-compatible retail device? If you own a CableCARD-compatible device with an activated CableCARD and subscribe to an XFINITY TV service package that includes equipment as part of the service, you will receive a monthly equipment credit of $2.50 for each CableCARD-compatible retail device on your account. To learn more, see our Customer Owned Equipment Policy. http://www.xfinity.com/equipmentpolicy
Some additional detailed information can be found at the links below:
What about Motorola or Scientific-Atlanta or Cisco or Pace cable boxes on online auction sites?
Comcast is compliant with the FCC ruling that we offer customers the option to purchase a digital descrambler through authorized retail outlets. Comcast would then supply the customer with a POD (point of deployment) authorization card (cable card).
However, we are not aware of any Motorola/Scientific-Atlanta/Cisco/Pace digital converters being offered through authorized retail outlets in the United Sates. Since we know of no authorized retailers or cable companies yet selling these digital converters in the United States, any such device could be the property of Comcast or another cable company.
If we determine by the serial number that the box is lost or stolen and/or the property of another cable company, we would not support it. Information received would then be turned over to the proper authorities.
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XFINITY CableCARD Activation and Pairing Online Website
A new self-service online tool is now available for customers to pair and activate a CableCARD for their customer-owned, CableCARD-compatible retail device
Previously, the only way for customers with a CableCARD Self Install Kit to activate was to call the CableCARD Support line at 1-877-405-2298. Now, customers have the new online tool at www.xfinity.com/activatecablecard as another convenient option.
Additional functionality is now active with this tool.
The re-pair feature now allows a customer to attempt to re-pair a CableCARD online if the associated host information is already in our system. Previously, that step would require a phone call.
Comcast offers a variety of options to self-install your services. Each Self Installation Kit comes with everything you need to quickly and easily set up your devices and activate your services. Read on to learn more about the XFINITY TV Self Installation Kit. Do you have an XFINITY X1 Self Installation Kit? If so, please see What's Included in an X1 Self Installation Kit.
What's Included in an XFINITY TV Self Installation Kit - Equipment
The XFINITY TV Self Installation Kit includes the following:
XFINITY digital, HD or HD-DVR TV Box
Universal remote control with two AA batteries
Coaxial cables (two different lengths)
HDMI cable (6 ft.) - for HD and HD-DVR kits only
What's Included in an XFINITY TV Self Installation Kit - Documentation
The XFINITY folder includes the following:
Account Information Card.
XFINITY TV User Guide. Please see Self Installation Kit Installation Overview Videos.
Remote control programming instructions.
Comcast terms and conditions.
Additional marketing materials.
How To Self-Install XFINITY TV
How To Self-Install XFINITY TV
Returning Comcast Self Installation Kit Equipment
A pre-paid UPS shipping label is included for returning Comcast equipment:
Simply place your equipment to be returned (including any power cords, remote controls or cables that came with the equipment) in the Self Installation Kit box using the bubble wrap or packaging to protect your device.
Place the pre-paid UPS label over the original UPS shipping label.
Drop off the package anywhere UPS shipments are accepted.
Please remember to keep your receipt.
You can track the progress of your equipment returning to Comcast via UPS.com with the tracking number provided on your receipt.
Please allow two weeks for the return to fully process on your account.