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DocZ
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31 Messages

Monday, December 2nd, 2024 12:43 AM

Cable TV turns off and goes to smart tv

We have X1 cable and a box.  We have a Sony smart TV. For the last 2 days the Cable will turn off at random and the Smart TV comes on.  Often the TV link on the smart TV won't be visible, sometimes it is there but wont work.  After sever tries with on and off with both remotes it will go back to TV.

We have tried all the tv trouble shooting, re-started the cable box, changed the batteries in both remotes and more.

Suggestions as to what's happening?  Cable box issues? TV issues?

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6 hours ago

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XfinityRay

Official Employee

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2.3K Messages

8 days ago

Greetings! We are happy to help further with the TV service, DocZ. I apologize that has been giving you trouble. I have a Samsung Smart TV and the Samsung TV+ controls seem to take over at times. It is always after I have not used the TV box for a bit, such as when I am just turning the TV on. The picture will be black as you described and I can't get the cable to come back without resetting my TV, even using the input buttons. I finally shut the internet to the TV off which fixed the problem with it taking me from my cable box.

Is the issue happening after the box has not been in use for a bit or is it while you are actively watching? 
What brand of TV are you using? 

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DocZ

Contributor

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31 Messages

I did a couple of things and it is working. I cleared som memory from my smart tv, then I unplugged it for a while. When plugged it back in, everything was normal. Not sure which was responsible.....

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2 days ago

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XfinityRichard

Official Employee

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1.4K Messages

Hi there, @DocZ Thank you so much for the update! I truly do appreciate your patience and apologize for the inconvenience this caused you. Are there any other service or account concerns I can assist you with?-Richard

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
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6 hours ago

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