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user_fuuvjb
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5 Messages

Friday, July 3rd, 2026 2:58 PM

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Need main box fixed but can’t talk to live agent

I get an automated message that there’s an outage at my house but my internet and 2 other boxes are fine. When I call, I can’t talk to a live agent because they say there’s an outage. There is NO outage and I just need an agent to restart my main box. 

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2 hours ago

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Official Solution

user_fuuvjb

Visitor

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5 Messages

2 hours ago

My problem was eventually solved after an hour text chat with a set top box reset sent from Xfinity. If I could have reached an agent sooner, it could’ve been resolved in 5 minutes. The app locked me out from reaching an agent because it appeared that I had an outage. I didn’t have an outage. I finally found this forum to eventually get help. My problem took too long to resolve. Customer service used to be better. The Xfinity Assistant needs some work. 

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XfinityAngie

Official Employee

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2.7K Messages

7 days ago

 

user_fuuvjb, Thank you for reaching out to Xfinity Support. You should be able to restart things from the Xfinity app. Are you referring to your modem as the main box? If so, just unplug it for 15 seconds, then plug it back in. Let me know if you still need help. 

 

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user_fuuvjb

Visitor

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5 Messages

No, it’s the main cable TV box that is not working. When I unplug that and plug back in, it says to call the 800 number. When I call, it says there’s an outage. I keep going around in circles and just need to talk to someone to reset the box remotely. Probably. But I can’t talk to anyone!!

7 days ago

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user_fuuvjb

Visitor

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5 Messages

There is not an outage at my home. My modem and 2 other TV boxes work. 

(edited)

7 days ago

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user_fuuvjb

Visitor

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5 Messages

And the app is useless. When I choose troubleshoot TV issues, it goes back the Xfinity Assistant and it says I have an outage but I don’t!

7 days ago

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XfinityAngie

Official Employee

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2.7K Messages

 

user_fuuvjb, let's take a look at your account. 

Please send us a DM with your name and address.

Here are the detailed steps to direct message us:

1. Click "Sign In" if necessary.

2. Click the “Direct Messaging” icon.

3. Click the “Start new conversation” (pencil and paper) icon.

4. In the “To:" line, type “Xfinity Support”.

5. As you type, a drop-down list will appear. Select “Xfinity Support” from that list.

6. An “Xfinity Support” graphic will replace the “To:" line.

7. Type your message in the text area near the bottom of the window.

8. Press “Enter” to send it.

 

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.tick

7 days ago

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XfinityBenjaminM

Official Employee

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3.1K Messages

 

user_fuuvjb Thank you again for reaching out. We are glad that you are up and running again! Have a great weekend! 

 

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.tick

7 days ago

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