2 cable boxes, status unavailable

Thank you for replying.

I should say I have written about 2 problems

a) [[still an issue]] the status unavailable issue which has been in effect and still shows that status in the Xfinity app

this is still an issue based on the way it is displayed in the Xfinity app.  It doesn't seem to impact tv service as has been going on longer than 6 months.

going back several weeks, I would power cycle the 2 boxes involved (disconnect power, remove coax, remove HDMI cable, then connect HDMI, connect coax, plug in power).  Then I would use the same process to cycle the dvr box.  Each time I would check the status in the Xfinity app and it would show 'status unavailable'.  So that is the extent of my troubleshooting, since I cannot really figure out what the 'status unavailable' means or entails.

b) [[resolved as of 2/23 8 am]] the screen lag and blank TV screen symptoms have gone away. 

Thursday February 22, 2024 these symptoms existed on 3 of 3 tv, for about 4 hrs. 

However, I power cycled the dvr box connection and that resolved the issue on that TV at approximately 2-3 pm EST. 

However, on the other 2 tvs being used it continued that you could watch a channel the tv came up on, but you couldn't go to saved programs, on demand, change the channel, etc. 

However, at 5 am. on Friday February 23, this was resolved on all TVs.  It could have been resolved overnight 2/22 but I did not notice that.

 Thanks for any help or to indicate I shouldnt worry about it too much.

W.

@fix98 - Thank you for those details! And for taking the time to troubleshoot the TV Boxes, then letting us know what you've tried so far. What about troubleshooting the Xfinity App to see if you can get the status to change/update that way? For example, you can log out, force-close the app, uninstall and reinstall it. Let me know if this helps! Also, I am very glad to hear the other issue appears to be resolved at this time :)

@XfinitySara 

Thanks for suggesting that.  I will also look into if there is another way to check box status.  I seem to remember one time in November when I contacted Xfinity they noticed the boxes (I think 2 they said) were off line (status unavailable).  The issue does not and has not impacted tv service use.  Should I mark as accepted answer eventhough didnt directly resolve or just keep investigating?  Thanks for your attention on this.

W.

@XfinitySara 

I performed the following:

- I uninstalled the Xfinity app, deleted data when Xfinity app was uninstalled, reinstalled the app, rebooted phone.  I observed the "status unavailable" is still displayed for 2 of the 5 cable boxes.

- I then used the Xfinity assistant via troubleshooting the cable box was restarted via the Xfinity assistant.  Xfinity assistant did not return after the 'wait 10 minutes' prompt.

W.

@fix98 

please send us your full name and complete address in a direct message:

"Search for Xfinity Support" won't work. To send a "Direct Messaging" message to Xfinity Support:

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See https://forums.xfinity.com/conversations/email/cant-create-a-new-email-address/605e52b726aa974d63032d02?commentId=606107ea738c7f46a02b830e for an example.