1 Message

Thursday, March 16th, 2023 2:26 PM


My cable box is stuck on software update

This morning my cable box in my master bedroom went out I tried to reset it but it is stuck on software update and won't go past 0% I tried switching the box to another room to see if it would update but still stuck on 0% and sends an error code telling me to contact customer service they tried refreshing it but nothing 

Official Employee


974 Messages

1 year ago

Hello @user_eb9e5b Thanks for reaching out to us for help with the cable box. Smart thinking to try another cable outlet. Since it's the same in both locations I want to put the blame on the cable box. But I would love to see if there could another issue that is causing the trouble. If you could please, send us a direct message with your name and service address and let me know which cable box is the one stuck.

To send a direct message, please click on the chat icon in the top-right corner of the screen, and select "Xfinity Support" to initiate a live chat. 
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Click the "direct messaging" icon or https://comca.st/3J0ir1l
Click the "New message" (pencil and paper) icon
Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
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