Visitor
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35 Messages
4K Box STILL stuck at welcome screen
I’m creating this duplicate thread because my previous thread seems to have been inadvertently hijacked and someone other than the OP is receiving help.
I came home today around 4:00 PM and turned my tv on. The display showed the “Welcome. Bienvenido. Bienvenue.” boot screen. I waited a while and it never changed. I unplugged the power for 30 seconds and attempted a hard reboot, with mostly the same results, the only difference being that now the “Welcome etc” screen flashes periodically until it turns off completely.
The box is also quite warm.
Please help.
This issue is ongoing. It plays emotional games, making you think it’s changed it ways before it starts all over again and I spend an entire day unplugging and re-plugging my box until it decides to grace me with television.
Sometimes, when it is “working”, the screen will be so pixelated and jumpy it is completely unwatchable.
XfinityRyanE
Official Employee
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1.1K Messages
1 year ago
Hello @DeafultCustomerName, thanks for reaching out for help with your TV box. I'm sorry to hear that you are having these issues and our team is here to help. To get started, please use the chat icon in the upper right to enter Direct Messaging and send us a message with your full name and full address.
Here are the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "direct messaging" icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message
Please let me know if you have any questions or run into any problems.
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XfinityRyanE
Official Employee
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1.1K Messages
1 year ago
Thanks for meeting us here in a PM Christopher, I know it can be hard to find time for things like this, and I appreciate you taking the time out of your day to chat with us.
Looking at your account, I do see we have a couple open tickets for this already on your account. The signal levels going to the device definitely appear to be out of spec, and my best recommendation would be for us to have a tech come out and take a look at the lines/signal/equipment. Just to be sure, have you already checked the coax cable going to the box and ensure its free of any damage, and also ensured ti connected to the box and wall plate at least hand tight?
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DefaultCustomerName
Visitor
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35 Messages
1 year ago
There was an issue with my splitter, which I have since corrected. All connections are tight. I am currently watching TV. This issue seems to occur every couple of days. When the box isn’t stuck in a loop, it seems to work fine. I was having signal issues the other day, but that was in the time frame that xfinity was attempting to “correct” the issue on their end.
I haven’t had any issues in the past 36 hours or so, but that seems to be the case more often than not. I anticipate my box being stuck in a boot loop sometime in the next 24-48 hours.
(edited)
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XfinityRyanE
Official Employee
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1.1K Messages
1 year ago
Gotcha, thank you for the clarification on that!
I did notice we have an additional ticket open in your area, and we will be working on 7/10 to correct a known network performance issue. If you like, we can keep an eye on things, and you can ping us here if the welcome screen issue returns, and we can follow up with you here on the 10th to see how everything is holding up?
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DefaultCustomerName
Visitor
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35 Messages
1 year ago
Sounds good. I will certainly keep you apprised of the situation. Thank you
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