Hello, I recently exchanged my cable box for a new one, but the set-up procedure keeps asking if I wish to keep using voice guidance, and regardless how I answer, it keeps posing that same question. Thank you.
Thank you for your post, @ilsterig and for meeting us in our community. Sorry about the trouble with the new cable box set up. Have you completely backed out, and restarted? This would include you unplugging and restarting the cable box.
Hello, Yes, I unplugged and replugged-in the unit a number of times. I believe, as some forum commentators have indicated, there was some connection issue when I was initally asked to enter a code number sent to my cell phone. I did so, but the system responded with verbiage (I've forgotten the exact wording) like: 'We're having trouble connecting. Let's try that again', or something similar. I can't seem to get back to that particular screen, only the one to select Yes or No for the audible guidance. Thank you.
I appreciate you giving that a try, @ilsterig! Just to clarify, were you able to complete the setup or is that screen preventing it? Have you already programmed your remote?
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.
That particular screen was/is preventing me from moving forward. I had programmed the remote by that point, but, based on a forum suggestion, I successfully reset the remote - although doing so ultimately didn't aid in getting past the audio guidance screen.
No worries @ilsterig, our team will be glad to take a look at this in more detail and help get that box fully activated. 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.
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.
XfinityLinda
Official Employee
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1.4K Messages
1 year ago
Thank you for your post, @ilsterig and for meeting us in our community. Sorry about the trouble with the new cable box set up. Have you completely backed out, and restarted? This would include you unplugging and restarting the cable box.
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