1-855-270-0379 for customers with disabilities

Thank you, Xfinity Frank.  I may try to unplug that tiny box that operates the small TV in the bedroom, but I hesitate for fear of getting the same "no video signal" message and the big sign that says "this box cannot be connected..."  I don't want to make matters worse, and as I mentioned in another thank-you note, Anthony removed the obsolete box AND the ancient modem in the family room, and I suspect that his thoroughness may have affected the transfer from the new wi-fi in the family room to the orphan tiny box in the bedroom.  Not being a techie, I don't want to mess with a non-functioning setup for fear of ruining what Anthony produced in the big TV's environs.

user_u4imk2 Rest assured, we are here to help. I would advise attempting a quick unplug and plug back into see if that would remedy. Sometimes the power cycle of the device can help clear any impacted signal issue. If you run into another hiccup, we can dive right in to find out more from our end. 

Hi, Xfinity Tommy!  You are very generous and kind to offer assistance.  Here is what I did -- and bombed both times.  I unplugged the power cord on the little box with a blue light.  Let it sit for a minute then plugged it back in, got a welcome message (three words like the ones that Xfinity displays when it does a system refresh in the early morning hours), then it said something like "...your entertainment experience..." while I waited.  After a few inutes of three horizontal dots blinking one after another in the middle of the screen, it stopped and said there is a problem.  I should be sure to tighten the cable (it was secure and didn't need tightening).  So I unplugged the power cord again, and the welcome message kicked in, etc.,  until, for a second time, the we have a problem Houston message came back and asked me to tighten the cable. whereupon I turned off the TV and decided to have a cup of coffee and tell you this sad tale.  Please advise me what to do next.  If you want to try some remote fixes, that would be welcome.  Just give me time to go upstairs to the bedroom where the little TV is located and will need to be turned on again, I think.  I'm a senior citizen with arthritis issues that slow me down.   I will await your instructions.  And much appreciation, again.

Thank you for the detailed response user_u4imk2. I would like to take a look at things here from our end. We are able to send a few calibration signals and also see if there is a positive response coming from the box, this would make it a lot easier for you, and if we are not successful, we will get a tech out there to dig in deeper on this. Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue.

To send a Direct message:
Click "Sign In" if necessary
• Click the "Direct Message" icon
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears.