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user_9676ec
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Visitor

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3 Messages

Thu, Sep 9, 2021 10:23 PM

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Flex needs unplugged every time

I just got the Flex box yesterday. It is set up and paired with my wifi. Every time I shut it off, if I want it to work again, I have to unplug it and plug it back in to get to the Welcome screen. Otherwise, if I just turn it on with the remote, my tv is just a blue screen. I saw on the forum this was an issue a year ago. Was it resolved? Do I have a bad Flex box? I am having trouble in the Xfinity chat services and calling customer service. No one is understanding my problem to fix it.

Question

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Updated 

1 y ago

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XfinityTambrey

Official Employee

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3.3K Messages

1 y ago

Hello @user_9676ec. Thanks for reaching out to us here on the Xfinity Forums for support with this issue.

Having to reset your box so frequently is very inconvenient and we would love to help you get this figured out. 

 

Are you just using the remote for your TV to turn it on each time or the Xfinity Voice remote?

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user_9676ec

Visitor

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3 Messages

1 y ago

I'm using the small voice remote that came with the flex

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XfinityEthan

Official Employee

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932 Messages

There are a few things you can check to ensure the best settings. Turn off the power saver in the flex box and check your TV for settings related to HDMI-CEC or HDMI input modes for the input the Flex is on. Did you use the HDMI cable that came with Flex? Have you tried multiple HDMI ports to see fi they all do the same thing? 

 

https://comca.st/2YKRLQp

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Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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1 y ago

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user_9676ec

Visitor

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3 Messages

The power saver is already off. Yes I used the HDMI cord that was sent to me with the flex box. My tv only has one HDMI port. I was sent a new flex box and remote to try and the exact same thing is happening 

1 y ago

0

XfinityJay

Official Employee

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403 Messages

It sounds like your modem may be rebooting sometime over the night causing your Flex box issues. I'd love for the opportunity to look further into this. I'm confident our team of experts and I can make this right!

Can you do me the huge favor of initiating a chat by providing your full name and address? To begin a chat, please click the chat icon in the top right of the page. Search for Xfinity Support, if needed. I'm looking forward to working with you my friend! 

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

1 y ago

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