Any time X1 box reboots (nightly updates), tv goes black; no sound or video

I am having the same exact issue as noted in the below thread. I use all rented equipment from Comcast. The issue began after one of the nightly updates, and has been the same way ever since. I've gone through all the usual troubleshooting (reboots, system refresh, re-seating all cables). Please advise as to how this issue can be resolved. In the link below, someone was able to resolve this issue for multiple people.

https://forums.xfinity.com/conversations/x1/any-time-the-tv-box-resetsreboots-tv-goes-black-no-sound-no-picture/602db07bc5375f08cd2f6b6c

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XfinityRaul

Official Employee

•

1.6K Messages

15 days ago

Hello, @Jshortsl. I'm sorry to hear you're also experiencing the same error XRE-10007 as the thread you shared. I would be more than happy to review your account to see what we can do to help resolve this issue.

Please send a direct message by clicking the chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section.

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J

Jshortsl

2 Messages

This just appears to start a new case from scratch with a tier 1 support team. It does not go directly to you. What is a way to get in touch with you directly and doesn’t require starting all over?

(edited)

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14 days ago

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XfinityKassie

Official Employee

•

1.3K Messages

Jshortsl I hear where you are coming from in not wanting to start over. We work as a team over this platform, but once in DM we will be able to access the account history. This way you don't have to start from stratch. I look forward to hearing back from you?

Click "Sign In" if necessary
Click the "Direct Messaging" icon at the top of the page (looks like a text bubble)
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
Type your message in the text area near the bottom of the window
Press Enter to send it

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14 days ago

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Jshortsl

Any time X1 box reboots (nightly updates), tv goes black; no sound or video

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