Sleepy79's profile

New Poster

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5 Messages

Mon, May 16, 2022 3:43 AM

Flex Box

Every once in a while my flex will turn off then on. I have checked the cords but everything is connected.  Is there a reason for this to be happening? 

Thank you for your patience and advice. 

XfinityMikeB

Official Employee

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757 Messages

4 m ago

Hi  @Sleepy79 and thanks for reaching out. When you notice the box is resetting, is there an update that's going on by chance? Have you tried unplugging and reconnecting the box to see if this makes any difference? How often would you say this is happening? Is this occurring when you're actively watching something? 

New Poster

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5 Messages

@XfinityMikeB​  No the update happens between 12am and 2am. Yes we unplugged everything an re-connected them. It has been happening for a few days now and the time varies, as one time I got to watch 15 minutes of a show another time it was 53 minutes and just now was 37 minutes.  I would be watching YouTube or Disney+ when this would happen.

Thank you for your help and patience. 

XfinityMikeB

Official Employee

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757 Messages

Thanks for sharing these details with me. It might be a good idea to swap the box out. You can do this in store or I can ship you one out. If you would like me to send you one free of charge, send me a direct message with your address and name. To send a Direct Message, please click on the chat icon on the top right of this page, next to the bell. Make sure to send the message to our singular handle "Xfinity Support" and we will get back to you ASAP.

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New Poster

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5 Messages

Sorry for the delay, I will have to talk to my Aunt about this as its under her name/account.  Before I do I have a question that is part of the original question. 

I had decided to watch HBOMAX  and I was able to watch one movie and possibly a 2nd one if I hadn't needed to getting ready for bed. I will be testing my theory again and get back to you before accepting this answer. 

Now my question is: could the problem be the two apps ( YouTube and Disney +), and if they are the problem is there a way to fix it so that I am able to watch them again? 

Thank you for your help and patience. 

(edited)

XfinityChe

Official Employee

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6.5K Messages

Ok, please keep us updated on what your aunt says. At this time, it sounds like the issue is with the box itself. 

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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