had electrician here to do work

they had to turn the power off. When it was restored, my cable box wouldn't turn on (using the remote). I have unplugged it for 30 sec. a few times now. Nothing. There is no power button. I have tried with the Xfinity app. I tried calling 800-934-6489. It says there's an outage in my area (due to snowstorm) but everything was fine for me this morning (which was after it snowed). I can't get in touch with a human to see if they can do anything or restart the box or something, so I came here.

Any help? thanks

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XfinityCliff

Official Employee

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8 Messages

1 hour ago

@user_q2yef4 -

It can be frustrating when things don't work properly, and we appreciate you reaching out to us on our Xfinity Community Forums for help when you need it.

Having been advised by the system that you are experiencing a service interruption when you called usually means any signals we might send may not be able to get through to you from our end. I am glad that you have already made a couple of attempts to try and resolve this yourself by power cycling the receiver a few times. But if you are willing, I'd be grateful if you could check a couple of things further.

1) Do any lights of any kind show on the receiver when it is plugged in? Many of our boxes have standby or ready lights to indicate they are actually receiving power.
2) You said that the box would not turn on using the remote. Have you tried replacing the batteries in the remote to ensure they are working?
3) You mentioned that you had an electrician doing some work. Is there anything else plugged into the electrical outlet that requires power and is working? If nothing else is plugged into that particular outlet, are you able to plug something into it that you know is working that also works on that outlet?

By taking these extra few small steps, you may discover you have a resolution to the difficulties you are currently experiencing, but if none of those steps bring a resolution, we would be happy to assist you with further troubleshooting.

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user_q2yef4

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4 Messages

yay a human! thanks for getting back to me.

1) There are no lights on the front (I have the box that only shows a blue line and there are no buttons anywhere). But there is a light blinking in the back of the box where an Ethernet cable can be plugged in

2) I changed the batteries and still no response.

3) I have a clock that is plugged into the same outlet that is working fine.

I may have hit the TV/input button on the cable remote (not sure if that is the problem). And the remote blinks red twice when I hit the power button on remote.

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1 hour ago

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XfinityCliff

Official Employee

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8 Messages

Hey, thanks for getting back to me @user_q2yef4 - I'm happy to help!

You said there is a light blinking on the Ethernet port on the back. Is there anything plugged into that port or is it empty? Some ethernet devices will register power from the other end of the cable if a cable is plugged in - if nothing is plugged into the port than the light being on is indicative that the box is getting power.

Presumably the Television itself has power. You did mention that you may have hit the TV/Input button on the remote. Can you check to see if the television is actually on the correct input? I know my TV Remote that came with my set has its own TV/Input button separate from the Xfinity remote.

I just want to make sure we're not running down a rabbit hole. But if that doesn't help we can definitely move forward with additional measures to ensure your issue gets resolved. I truly appreciate your working with me on this!

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59 minutes ago

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user_q2yef4

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4 Messages

I mentioned the Ethernet port to say there was power. Nothing plugged in there.

Yes TV has power. I can bring up the Input Sources on the TV with the TV remote, but the HDMI option is darkened because the cable box is not on.

I appreciate you as well.

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51 minutes ago

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XfinityQuemekia

Official Employee

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928 Messages

Have you tried a different plug, just to see if the blue light comes on @user_q2yef4? Even if your TV Input is on the wrong source, the power light on the cable box should still come on. You may need to swap the box out. It's possible when the power to your home was turned off it may have blown the cable box.

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Was your question answered? Please, mark a reply as the Accepted Answer. tick

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35 minutes ago

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user_q2yef4

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4 Messages

I tried to use another outlet. Box didn't come on. Confirmed Ethernet port list is still showing that it works.

Are you able to put an order in for another box?

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27 minutes ago

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Customer Service

user_q2yef4

had electrician here to do work

XfinityCliff

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XfinityCliff

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XfinityQuemekia

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