Xfinity plant
Xfinity globe
Community Forum

New install, new X1 Box still "updating" after 16 hours?!?

New Poster

New install, new X1 Box still "updating" after 16 hours?!?

Installer connected new residential service. Internet service he installed working great. X1 box he installed was "updating" when he left for next service call. 16 hours later the 3 dots on the screen are still blinking along and nothing happening. 

 

Following troubleshooting suggestions ions on the Xfinity FAQ I unplugged it & plugged it back in. 

 

It it cycles through the "welcome connecting to you..." Screen and a few box messages and now it keeps on prompting for last 4 phone number digits and then coughing up a having trouble connecting message and "acre-00071" message. 

 

Bad ad box or bad install?

Expert

Re: New install, new X1 Box still "updating" after 16 hours?!?

Use either the website My Account to do a System Refresh or use the My Account app.  I did a system refresh this morning with my app.

Official Employee

Re: New install, new X1 Box still "updating" after 16 hours?!?

Possibly bad box, could also be the box isn’t communicating with the back end to authenticate account information. Call in to troubleshoot further