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user_pgfcd0
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09/28/2026 4:27 PM

Voice Guidance Loop

I am stuck on the voice guidance loop.  I connected with an assistant on the phone and did not come up with a solution.  Do I need to return my box or have a technician come out?

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54 minutes ago

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XfinityAdrienne

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2.3K Messages

3 hours ago

Good Morning, @user_pgfcd0! Thank you so much for taking the time to reach out to us here on the Xfinity Forums. I am very sorry to hear about the experience with the Voice Activation loop, it certainly is not what we want for our customers. 

 

Have you attempted to unplug the box for 1 minute and plug it back in? Please let us know if that helps get out of the Voice Activation Loop.

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user_pgfcd0

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Yes.  That did not work.  I also moved it from one location to another, thinking it may have an issue with the coaxial cable, and that did not work. 

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1 hour ago

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XfinityPeterH

Official Employee

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3.1K Messages

 

user_pgfcd0

Thank you for giving those steps a try and for confirming you have already worked with our phone support team. Since the Voice Activation loop is continuing after restarting the box and testing another coaxial outlet, we'd like to take a closer look at the equipment and signals on the account to determine whether this is an activation issue, equipment issue, or if a technician visit may be needed.

Please send us a direct message with your full name and service address so we can review the account and next steps. Once we take a look, we'll be able to determine whether a box replacement or technician appointment is the best path forward.

How to Send Us a Direct Message:

  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.

For an example of how to send us a Direct Message, check out this link.

https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514

 

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54 minutes ago

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