New cable box results in very slow response for channel changes

Hi. We just had an Xfinity technician come to our house. He replaced our cable box and modem/router with new, out-of-the-box units. Now there is a long delay between clicking a button on the remote and it actually happening on the TV. Channel changes, app selections, everything takes a lot longer. I've seen on the forums that this is a common problem. When will it be fixed? Thx, John

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XfinityQuemekia

Official Employee

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1K Messages

5 months ago

Greetings @user_mj3v63, thank you for reaching out and sharing the details of your recent Xfinity technician visit. We appreciate you choosing us for your services. I'm genuinely sorry to hear that the new equipment installation has introduced a frustrating lag in your TV experience. Waiting for the remote to respond to channel changes and app selections is incredibly inconvenient.

Here are a few steps we can try to resolve this:

A Simple Restart: Please unplug the power cord from the back of the cable box, wait about 10-15 seconds, and then plug it back in. The box will take a few minutes to reboot and download any final configuration files and updates.

Try a Re-Pairing of the Remote: Sometimes the remote connection needs to be reset. You can pair your Xfinity Voice Remote by pressing the Microphone (Voice) button and say, "Program remote." You’ll receive a notification that your remote is paired for voice control.

Follow the on-screen instructions.

Let me know if this helps.

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user_dk581s

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1 Message

@XfinityQuemekia I have to do this every time want to watch TV. This suck.

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2 hours ago

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XfinityDemetrise

Official Employee

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86 Messages

Sounds like we may need to take a closer look at the account. Please follow the steps below to send a direct message.

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