1 Message

Sat, Sep 4, 2021 9:57 PM


Extremely slow setup - Did I get an older version?

Just received the free box about an hour ago. Still trying to set it up. The unit powers on and is really slow. When it finally presents me with a lot of wireless networks (I have my own equipment), the unit is extremely slow to respond to button pushes (yes - I'm aiming directly at the front). When I finally am able to select my network, the text-select for the password is ridiculously difficult. Who's idea was it to use the long line of letters??? It's near impossible to input my password when 1) the unit is already has an extremely slow response, and 2) it will randomly jump several characters ahead of where I had intended (I'm slowly clicking along, not rage clicking). I rebooted and now, finally got signed in (still had random slowness to it). At this point, I'm waiting at the "Connecting to your entertainment experience" screen. It prompted me to power off and back on because of some unknown error. Back at the "connecting" screen, there are quick flashes of static, and now just a black screen after selecting the voice guidance - I've been asked that three times now with still flashing static. Just now verified my phone number and am sitting at a black screen (still random flashes of static). After a few minutes if darkness, got to pick a nickname, and began the task of configuring things. The pairing with tv option wasn't working (until I realized it's cycling through IR codes to find the one that my tv uses...fair enough). The flashes finally went away, and I'm now at the main screen. The unit *seems* a little more responsive. Let's try to sign into a service...Disney+. Little slow (but faster than first turning this thing on). I'm guessing it's just the network? I don't know. And there's a different method of input for the password...guessing since this is a third-party app (from the view of this unit), that would make sense. Also, this unit doesn't look at all like what's advertised. It's a thin rounded-square versus the "gamer router" shape I've been seeing. Did I get an old unit? If so...why? That would at least explain the sluggishness of this unit.

Overall, this is not boding well. I thought I'd try this out since it comes free with internet service. I have other streaming options (smart tv, Xbox, Chromecast) so it's not like this was necessary. What also isn't necessary is how ridiculously long this took.


Official Employee


929 Messages

1 y ago

Hi, @munchistitch. I appreciate the details and the time you put into starting up the box. That is defiantly not how it runs and there is a technical issue for sure. We are happy to work on it and narrow down the issue. Although you have other devices, it is great for Peacock Premium and free preview events and we want you to be able to enjoy the perks. Please direct message if you would like to continue. 


Make sure you are signed in.

1. In the top right corner, you'll see a little chat icon near the bell icon. Click the direct message icon 

2. Click the "New message" (pencil and paper) icon

3. In the 'To' line, type "Xfinity Support" there. A drop-down list appears. Select "Xfinity Support" from that list (an "Xfinity Support" graphic replaces the "To:" line)

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

5. Press Enter to send it. An official employee, such as myself or whoever is first available, will respond. Thanks!



1 Message

7 m ago

I just got mine and am having the exact same experience. Did you get it resolved?


Official Employee


458 Messages

Hello @user_a95a27, thanks for reaching out for help with our equipment setup. We will be glad to help get this taken care of. To get started, please use the chat icon in the upper right to enter Direct Messaging. From there, go ahead and compose a new message to "Xfinity Support" and send us a message with your name and address. 


Here are the detailed steps to direct message us:

• Click "Sign In" if necessary

• Click the "direct messaging" 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


Please let me know if you have any questions or run into any problems. 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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