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Visitor

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2 Messages

Sun, May 22, 2022 12:46 PM

Flex

Since I got a 4k tv box 3rd party apps keep crashing. Also DVR. When it crashes I get a message “not connected to the internet check your cables”. The DVR just goes black. Internet is still connected to other devices. I never had this trouble with the x1 box

Accepted Solution

Official Employee

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325 Messages

4 m ago

Hi, @user_b5a0b4

 

Have you done any basic troubleshooting yet? If so, please let me know what you have done so that we do not have to repeat steps. Please try to unscrew the coaxial cable from the back of the box and screw it back on tightly. 

Visitor

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2 Messages

@XfinityOtto​ it was tight, but I did it again. Also checked other connections and all are tight. This doesn’t happen all the time, when it does it is usually half way into the program. I have a fast internet. Do you think I should order a new box. Also I’m using my own router. I can probably live with it as I have a fire stick 4k. However the main reason I got Xfinity was to keep from having to use more than one remote. 

Official Employee

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325 Messages

It is completely fine to have your own modem. That should not be causing any issues. I would suggest that if these same issues keep occurring to swap out the box for a new one. This can be done at a local Xfinity store for free. 

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