Regular Visitor
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6 Messages
Intermittent problem with my Flex device
Hello everyone. I've been a Comcast customer for over 20 years, but this is my first post in the community. Anyway, sometimes I notice when I turn on my TV, I see a blank screen instead of seeing the main screen for Flex. I have the input on the TV correctly, so it's not a problem with the way I connect my Flex device to it. I try using the voice remote to reboot the device but nothing seems to happen. At least not that I can see on the screen since it's blank. I know it takes time, but I lack patience, so then I try unplugging the device from the electrical outlet for 30 seconds and plug it back in. The device then goes through its reboot process and a few minutes later everything is working again.
As I said before this happens on a intermittent basis, so I can't recreate the problem. My question is why does this happen? Is this due to a software or firmware glitch in the device, or perhaps a "hiccup" in my internet connection? All the lights on my cable modem (it's my own one - a refurbished Netgear model C6250 - I got it so I wouldn't have to pay to rent one from Comcast) are on, so I doubt that is the culprit. To the best of my knowledge the device runs an update everyday during the night (if I happen to be awake whenever I get a notice asking me if I want to update, I always select to do the update) so I would think if it's a firmware problem the update should (emphasis added) take care of this. The only thing I can think of that could be the culprit is that this a sign that the device is about to "die" and I'll need to eventually get it replaced, but I thought I'd ask here first. I've had the device for a few years now.
If anyone can shed light on this phenomenon, I'd appreciate it.
XfinityRichard
Official Employee
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966 Messages
6 months ago
Hi there, @jabbahut1972 Thank you so much for your time and patience. I'm truly sorry for the trouble you are having with your Flexbox, I understand how frustrating this is for you. Have you tried performing a complete system refresh? If not you can select an option picture quality then it will give you an option to do a complete system refresh, which typically takes about 15-20 minutes to complete.-Richard
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jabbahut1972
Regular Visitor
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6 Messages
6 months ago
Thanks for the suggestion. Richard. I had not thought about doing that. I tried it ss you suggested. After it was done. I noticed it logged me out of all the streaming services I subscribe to,. I figure this is normal when doing a system refresh. I logged into Peack with my username & password (I use my secondary email with Comcast, not the one I use to lig in to this forum).
However, now I'm facing a new problem on a count of the refresh I performed. When I wanted to watch a favorite show of mine, it prompted me to sign up for a subscription. WTH?!? I already have the service for $2.99/month with as a part of my monthly billing that I activated back in August. Why do I need to sign up for somethinf
g I already pay for? I double-checked my last bill which was dated earlier this month & sure enough Peacock is listed there in the bill.
I then called Comcast support & spoke with a lady (cannot recall who) who rebooted my device on her end & after telling her that I still can't watch my favorite show, she put me on hold to find out what the problem was. Turns out they tried to update the software on the device but were having trouble & was told they'd have it resolved in an hour. It seems only Peacock is affected, as I tested another 3rd party streaming service I subscribe to and I was able to watch what I wanted after logging in.
Fast forward 4 hours later and the first thing I did was to reboot the device "just in case." But I still can't watch my favorite shows on Peacock & I notice most shows, including the one I wanted to watch and was able to watch it with no problem last night, are listed as having a yellow diagonal ribbon marked "premium." They were not listed as premium before I did the fresh on the Flex device, so why they are now I don't know why and I seriously doubt Peacock made those shows premium only just now - otherwise they would have sent an email alert, which I never got. If they did, then that is a dirty trick to do without warning their customers, or Comcast letting me know about it so they csn relay the warning to me since I pay them $2,99/month for it.
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