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Wed, Jun 12, 2019 11:00 AM


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

Issues with your TV service? You can check its status, try to fix it yourself or request a call back from us for help - all on the Xfinity My Account app on your mobile device.

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

  1. When you open the app, tap TV on the Overview screen.
    The overview screen with TV option on the bottom.
  2. Tap the device you’d like to fix.
    TV screen with Devices options in the middle.
  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.
    TV device, living room page. Setup a remote under Remote options, Troubleshoot under Support options.
  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.
    Troubleshooting screen with common issues checklist.
  5. We’ll scan your device for potential issues.
    Scanning for potential issues screen.
  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.
    How would you like to troubleshoot screen with System Refresh and Restart options.
  7. We’ll refresh your system or restart your TV Box.
  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.
  9. We’ll ask if your TV service is working again.
  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.

Common Problems & Solutions

Tap Common Problems & Solutions to see frequently asked questions (FAQs) about your TV.
Common problems and solutions screen

Additional Resources
I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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