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user_m41s90
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2 Messages

Friday, December 13th, 2024 7:08 AM

Account needs attention. Ref code: 3007

im unsure what the issue is. blue screen comes up on startup of the TV box that says "Account needs attention, contact Xfinity, Ref Code 3007

i have...

  • tried unplugging and replugging numerous times
  • checked that my bill was payed and up to date (it was and never got behind)
  • tried the chat assistant (not helpful as it doesnt cover this issue)
  • called in and got zero help
  • changed coax cable
  • tried going through the troubleshooting on the xfinity app to refresh the account and it fails to send the signal

i dont know what else to do. help pleasee

Question

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Updated 

5 months ago

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0

EG

Expert

 • 

110.1K Messages

5 months ago

Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.

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XfinityDena

Official Employee

 • 

3.2K Messages

5 months ago

@user_m41s90 A blue screen on your Xfinity TV usually indicates a problem with the signal connection, most likely due to loose cables, incorrect TV input selection, or issues with the resolution settings on your Xfinity box, requiring you to check all connections, ensure your TV is on the right input, and potentially adjust the video resolution settings on your Xfinity device. 

 

It can also be a power issue. Is your TV and box plugged into a power strip or directly into the wall? Recently I had this issue and it was due to a power strip needing to be replaced (since I only have one power outlet where my TV is I have no choice to use power strips!)

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user_m41s90

2 Messages

Wouldnt that just be a solid blue or black screen like your faqs say, with no words? I can literally see it boot up on the TV, loads on demand part fine, but doesnt load anything else, fade to black, press power button again since it finished booting, "account needs attention" 

Tried a new powerstrip, same issue comes up, i also got a new box from xfinity, to see of the issue was the box, same thing happens. I checked and replaced every coax cable i can physically with new, same thing.

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5 months ago

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XfinityOrlandoM

Official Employee

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2K Messages

@user_m41s90

 

If you could please send our team a direct message with your full name and full address,

 

To send a "Direct Message" ("Private") message:

Click "Sign In" if necessary

• Click the "Direct Message chat" 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. The "Xfinity Support" graphic replaces the "To:" line

• Type your messa

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
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5 months ago

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