mobileuser1's profile

Frequent Visitor

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8 Messages

Thu, Aug 26, 2021 12:35 AM

Can't skip daily updates

Once in a while, I'm watching TV at the time the update is scheduled.  It provides the option to skip the update and says I can do it three times, but after I choose that, it pops right back up about the update. I skip again and again and then it just does the update, anyway.  Anyone else experience this? 

Official Employee

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476 Messages

2 m ago

Hello, @mobileuser1, I can definitely see how that would get pretty annoying to deal with when you're trying to kickback. Around what time have you noticed this issue happening? 

Frequent Visitor

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8 Messages

2 m ago

Early morning.  Had the default set to between 2 and 4 AM, then tried swapping it to 4 to 6 AM.  Same issue.  Can't skip.

Official Employee

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87 Messages

Thanks for confirming. I've never run into something like this before. This is something that may need to be investigated further by our engineers, or we can swap the device to see if it's a box issue. Is this the only box on the home? Is this the only device is happens on? 

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Frequent Visitor

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8 Messages

It is not the only box.  I have four - one of which is the DVR.  It's the only one I know it's happening on because it's the only one I put on at that hour of the morning - in the bedroom.

XfinityAmira

Official Employee

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2.5K Messages

Ok thanks for letting us know, we definitely want to figure out how to best correct this for you. If you have not done so already, can you perform a manual reboot on the cable box the night before, to see if the manual reboot would then allow you to skip the update option? You can do so by unplugging the power cable from the back of the cable box, wait 10 secs, plug the power cable back in, and allow 10 mins or less for it to reboot. 

 

Please let us know if this fixes this concern on your end and if not, we will certainly go from there. 

 

Thank you! 

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.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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