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user_4b681e
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Sunday, May 29th, 2022 7:32 PM

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My cable box is stuck on a software update in progress and never goes past 0%

My cable box is stuck on a software update in progress, and it never goes past 0%. This started a few days ago and our tv screen shows a message saying to call customer service, and when we did they tried to restart the tv box, but it didn't work. I saw user_C.k890  posted about the same problem, and an Xfinity employee responded saying that the box was damaged and that they need a new one. Do you think I have the same problem as the other user? 

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2 years ago

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user_4b681e

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2 years ago

Every few minutes, my tv shows a welcome screen and then it shows the software update in progress message and then it goes to the screen saying to give customer service a call. For the past few days my tv has been showing these three screens on repeat.

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CCYvonne

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340 Messages

Hey @user_4b681e Thank you for reaching out to us on our community forums. Our team would love to assist by sending a new box out. Could you please send our team a direct message with your full name and full address?

 

To send a "Direct Message" to Xfinity Support:

Click "Sign In" if necessary

Click the "Direct Messaging" icon

Click the "New message" (pencil and paper) icon

The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there

 - As you are typing a drop-down list appears. Select "Xfinity Support" from that list

 - An "Xfinity Support" graphic replaces the "To:" line

Type your message in the text area near the bottom of the window

Press Enter to send it

I no longer work for Comcast. 

2 years ago

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