Hello and good evening user_o9ev85! I appreciate you stopping by the community with your concerns, and we can definitely help in making sure you're able to start enjoying your TV service asap 👍 If your X1 TV Box is frozen on the Welcome screen and the remote is not connecting, the first thing you'll want to do is check all cable connections to ensure everything is hooked up properly. From there, try restarting the TV Box by holding the Power button for 10 seconds or unplugging it for 10 seconds and then plugging it back in. Please let me know if this works for you!
Good morning, @user_nrp20f and thank you for reaching out! 😊
To restart your Xfinity cable box, please try one of the following methods:
Option 1: Using the Xfinity Remote
Press the A button on your remote. Select Help. Choose Restart. Select Restart again to confirm. The TV Box will reboot.
Option 2: Power Cycle the Cable Box
Unplug the power cord from the back of the cable box. Wait about 10 seconds. Plug it back in and allow several minutes for it to fully restart.
Option 3: Use the Power Button
Press and hold the Power button on the front of the cable box for approximately 10 seconds. Release the button and wait for the box to restart.
If you're experiencing a specific issue or error message, please let me know what you're seeing on the screen, and I'd be happy to help troubleshoot further. 😊
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. Was your question answered? Please mark as Best Answer.
XfinitySeth
Official Employee
•
1.4K Messages
1 month ago
Hello and good evening user_o9ev85! I appreciate you stopping by the community with your concerns, and we can definitely help in making sure you're able to start enjoying your TV service asap 👍 If your X1 TV Box is frozen on the Welcome screen and the remote is not connecting, the first thing you'll want to do is check all cable connections to ensure everything is hooked up properly. From there, try restarting the TV Box by holding the Power button for 10 seconds or unplugging it for 10 seconds and then plugging it back in. Please let me know if this works for you!
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