ANSWERED: How to Troubleshoot Your Xfinity TV with the Xfinity My Account App

​Issues with Xfinity Internet and/or Voice?​

​You can try to fix your other Xfinity services like ​​Internet​​ or ​​Voice​​ through the My Account app, too!​

​Troubleshooting Your TV Box Using the App​

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1. ​When you open the app, tap​​ ​​TV​​ ​​on the​​ ​​Overview​​ ​​screen.​
   
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2. ​Tap the device you’d like to fix.​
   
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3. ​Tap​​ ​​Setup a remote​​ ​​to program it to work with a TV or tap​​ ​​Troubleshoot​​ ​​for other issues.​
   ​Note:​​ ​​The screen might look different on an Android device.​
   
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4. ​Most service issues can be fixed with the steps listed in the following screen. Make sure you’ve tightened all cable connections from the wall to your device, turned on your TV and TV Box, checked your remote batteries and that your TV is set to the right input. If none of these worked, tap​​ ​​Continue​​.​
   
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5. ​We’ll scan your device for potential issues.​
   
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6. ​Choose a​​ ​​System Refresh​​ ​​or​​ ​​Restart a Single TV Box​​. A refresh can take up to 20 minutes and fix errors and problems with missing channels, On Demand, DVR, and more. Restarting can take about five minutes and fix problems like having no picture on screen, audio issues and slow loading. Once you have picked one, tap​​ ​​Continue​​.​
   
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7. ​We’ll refresh your system or restart your TV Box.​
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8. ​Several options for fixing your service will appear based on the results from the restart or refresh. From this screen, you can reset a modem, fix subscription issues, be notified when outages are resolved and more. Pick the option that fits best.​
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9. ​We’ll ask if your TV service is working again.​
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10. ​If you’re still having issues after trying to fix the problem through the app, you can schedule a call back from us (to avoid being on hold) or tweet​​ ​​@XfinitySupport​​ on Twitter.​
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​Common Problems & Solutions​

​Tap ​​Common Problems & Solutions​​ to see frequently asked questions (FAQs) about your TV.​