1 Message
2 boxes not working
So all day today our old outdated xfinity box was stuck on the "Welcome. Bienvenido. Bienvenue." screen. So we assumed the box was broken and got a new setup. Internet was and still is working fine. But the new box is doing the same thing. We tried everything every forum says to do. Still stuck on that welcome screen. We've replaced the coaxal splitter and tested the connection. Nothing,
XfinityAlyssaA
Official Employee
•
1.8K Messages
2 months ago
Good evening @user_et4q1w, and thank you for reaching out to our dedicated Communities team, we appreciate it! I see that you reached out because your XFINITY box was stuck on the Welcome screen and had assumed it was broken due to being outdated but then received a new box doing the same thing. We appreciate you trying to swap equipment as we do recommend updating your equipment when it's outdated but I'm sorry your TV service still isn't working. Rest assured, you've reached the right team to help! I also see that you stated you tried everything the forums say to do along with replacing the coaxial splitter. Let's run some diagnostics and take a closer look. If needed, we can schedule one of our dedicated and knowledgeable technicians to investigate further. We'll definitely make sure that one way or another, your TV service issues get fixed! In order for us to take a closer look, we will need to get your account pulled up which will require us to collect some sensitive information. To get started, can you please send us a Direct Message with your first and last name along with the service address on the account including any applicable unit or apartment numbers?
To send a "Direct Message" ("Private") message:
Click "Sign In" if necessary
We look forward to working with you further!
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