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user_tfe6qi
1st Topic
1st Reply

2 Messages

Friday, March 21st, 2025 2:35 PM

Cable box won’t connect

Get the welcome screen in three languages, then "connecting to your entertainment connection…", then ‘sorry, there seems to be some trouble"

Question

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Updated 

28 days ago

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MikeB39A

Problem Solver

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669 Messages

1 month ago

If your X1 or Xfinity Flex streaming TV Box is frozen on the Welcome screen, check your connections and attempt to restart it. If you have a wireless TV box or Xfinity Flex device, you can also try restarting your modem/gateway and try connecting using the WPS buttons on the TV Box or Flex device.

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XfinityBillie

Official Employee

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3.3K Messages

1 month ago

 

user_tfe6qi Thank you for taking the time to reach out to us here on our Xfinity Forums. I understand how frustrating it can be when your services aren't working. Our team can definitely help you with resolving the errors, I just have a few questions to get a better understanding of what's happening. Is this a new cable box with new service that you are trying to activate, a replacement box or an existing box that just began to display this error message? Also, can you share what troubleshooting steps you have already taken? Such as using our amazing Xfinity app to troubleshoot the device? I love how simple it is to manage your self-service options directly through the app, from troubleshooting (my personal favorite since I can send signals to my modem if I'm not home and my kids are running into issues) to billing. 

 

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user_tfe6qi

2 Messages

28 days ago

Thank you for your suggestions...

We had a very competent Xfinity tech come out and found a host of issues. Bad cable box, Bad splitter (company splitter not one I installed) , loose coaxial cable connector (main line coming into house), and they replaced the line coming from the street to our house.

Service was exceptional, everything is working fantastic...

I think it would have been easier to get the president of the USA to come out to make this call. Received numerous reminders, constant live calls to confirm appointment, etc...they try to avoid sending someone out at any cost.

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