Failed software update

user_bd1nqm Hello and thank you for reaching out via our Xfinity Community Forums.  I’m so sorry to hear about the trouble with your X1 box! I completely understand how frustrating it must be to have it stuck on the software update without success. I truly appreciate your patience through all of this. Let’s get this resolved! Could you let me know if you’ve already tried restarting the box by unplugging it for about 10 seconds before plugging it back in? If so, I’d be happy to dig deeper into this for you. To get started, please send our team a Direct Message with your full name, the name listed on the account (if different), and the service address associated with your account. 

 

To send a "Direct Message" message:

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 that 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

 

I’m here to help, and we’ll get this sorted out as quickly as possible!