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user_mj3v63
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Tuesday, November 11th, 2025 2:24 AM

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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3 hours ago

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XfinityQuemekia

Official Employee

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1.1K Messages

6 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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1 month ago

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XfinityDemetrise

Official Employee

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147 Messages

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

Please send us a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forum's page.

Here are the detailed steps to direct message us:

• Click "Sign In" if necessary

• Click the "Direct Message” icon (upper right corner of this page)

• Click the "New message" (pencil and paper) icon

• Type "Xfinity Support" in the "to" line and select "Xfinity Support" from the drop-down list

• Type your message in the text area near the bottom of the window

• Press Enter to send your message

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 a reply as the Accepted Answer.tick

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1 month ago

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blbuser_4piqk4

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1 Message

3 hours ago

I just got off the phone two hours ago with Xfinity about this very problem. The rep reset, and restarted my equipment and came up with the conclusion that its common for Xfinity to lag about ~2 seconds between channel changes. And this is new equipment, I've only had it for 3 months. I'm starting to wish I had my U-verse back. Their technology was considered old but I didn't have the lagging channel changing problem.

(edited)

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XfinityAbel

Official Employee

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220 Messages

Thanks for posting on our Xfinity Forums @blbuser_4piqk4. I'd like to do everything I can to help with the issue you are experiencing. Please send a direct message including your full name and service address, and we can get started anytime.

 

How to Send Us a Direct Message:

  1. Click "Sign In" if necessary.
  2. Click the "Direct Messaging" icon or visit Xfinity Direct Messaging.
  3. Click the "New message" (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 a reply as the Accepted Answer.tick

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3 hours ago

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