dadgren's profile

Problem Solver

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954 Messages

Thu, Nov 18, 2021 8:41 PM

Closed

HAVING TROUBLE WITH HBO MAX

Signal drops out - 3 dots appear - screen goes black
I tried a "system refresh" and that did not help. Any ideas?
It has dropped out 5 times watching DUNE so far.
My only thought at this point is exchanging my X1 box for a new one.

Official Employee

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567 Messages

6 m ago

Hi there @dadgren! Thank you so much for reaching out to us here over our Xfinity Forums platform for help. I also recently had issues with my HBO Max dropping and what fixed the issue for me was sending a signal to my cable box via our My Account app. Is this where you completed the system refresh?

dadgren

Problem Solver

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954 Messages

6 m ago

Yes I used the My Account app to do a system refresh.

Official Employee

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562 Messages

@dadgren  I can look into the signal reports for your cable box further to see if anything stands out. Are you noticing issues with any other apps or equipment? Is the box wireless or is it connected through a coax cable? Please send us a Direct Message with your first and last name. The message icon is located at the top right of the Community Forum page, clicking on the message icon will allow you to initiate a chat conversation with us directly. Please ensure you are sending your message to our 'Xfinity Support' handle.

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
dadgren

Problem Solver

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954 Messages

@XfinityStephanieK I never have problems with any other app (Peacock & Disney+).

Official Employee

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177 Messages

Hi there! This is certainly not something we like to hear! Please Call an Xfinity Mobile Specialist at (888) 936-4968. They will be more than happy to further look into this for 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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