I have TV in my upstairs but not Livingroom box.

I cant talk to a human because of an outage I am not experiencing any outage. I have internet and TV upstairs. Just the living room box does not have video. I have verified cables, made sure input was corrrect. Turned off/on xfinity box. Unplugged power from box and still no video from box only on living room set. Other video works.

Why wont your auto robot blocker allow me to talk to a human? I have not experienced the outage it talks about. TV was working till just about 45 mins ago.