1 Message

Tuesday, February 15th, 2022 3:51 AM


XRE 00088

I am trying to install my flex (my modem and Wi-Fi router).  I started by going through the setup on the flex.  Added Wi-Fi, check, it connected (router shows IP and data in/out).  Started going through the rest of setup.  Programmed remote for tv -check.  Flex asked if I wanted to program audio amplifier.  As soon as I selected no I got an error: 

Sorry, we’re having some trouble.

Please restart your TV Box, which can usually resolve many common issues.

If the problem persists, please visit xfinity.com/errors for more information.



i have restarted 20+ times.  I even plugged the flex into an Ethernet port.  The router gives an IP either way and shows data moving both directions.  My Xfinity account shows the flex but says that it is not connected.  At some point the device talked to the network because I named my device “xfinity” and when I log into my account it shows that as the name.  Help!

Official Employee


539 Messages

2 years ago

@-AJK- I am sorry to hear you are having difficulty setting up your flexbox. I would be happy to run through some troubleshooting steps with you to get your flexbox working. Please send us a DM by doing the following: Ensure you are first signed in, then you will see an icon at the top right of your page.
From there, click the 'New Message' icon. In the 'To' field, type 'Xfinity Support'.
Type your message in the text area that appears at the bottom of the window and hit enter to send. An official employee, such as myself or whoever is first available, will respond.

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