liliesplace's profile

Contributor

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27 Messages

Fri, Jul 8, 2022 1:48 PM

How do I disconnect X1 TV Box from TV 1?

Good Morning, I am canceling my cable tv service and only keeping the internet. I am preparing to return my tv boxes however I need to know how to disconnect the TV box and not lose internet service on my TV.   The cable wire connected to my TV [that would be X1 TV Box for TV 1] is connected to the TV box, so do I remove cable wire for the internet from the TV box and then place it in the voice and data modem? Thank you

Contributor

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27 Messages

3 m ago

Wow I posted this question 5 hours ago and no help. I had to try online chat to get an answer and that was horrible. Customer service here is getting really downgraded to say the least, my goodness.

Official Employee

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854 Messages

3 m ago

@liliesplace Thank you for reaching out to our Digital Care Team. As a team, we do try to respond as quickly as possible for your convenience, and we thank you for your patience and understanding. We are not an instant chat service, so there may be some delay in responses. We assist multiple customers at a time, in the order they come in. Any cable leading to the cable box (HDMI, coax, etc.) will need to be removed and the power cord. If you have an ethernet cable running to the cable box, it will also need to be removed. The removal of any of these will not affect the internet connection in the home. 

Contributor

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27 Messages

@XfinityHeather​ Thank you for replying. Correction I have a Roku stick.  When you say disconnect the cable box you are talking about the X1 TV box for TV 1? And what about the modem? Am I hooking something up to the modem? I understand I will be returning both TV boxes, but what about the modem, do I still need the modem. I also have a desktop computer computer and an Ipad.

andyross

Gold Problem Solver

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7.4K Messages

3 m ago

A little confusing. Internet and TV are separate. If you have a Smart TV with built-in apps, it should work as it will be talking with your Internet service directly. Just simply disconnect the cable box. If you were using the cable box for streaming services, and your TV does not have anything built-in, then you may need to buy a separate streaming box like a Roku, FireTV, AppleTV, etc...

Contributor

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27 Messages

@andyross​ yes it is confusing.   Correction I have a Roku stick.  When you say disconnect the cable box you are talking about the X1 TV box for TV 1? And what about the modem? Am I hooking something up to the modem?

(edited)

Official Employee

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325 Messages

Great question! To clarify, yes, we're referring to disconnecting the cable box for the TV. Your Roku stick has its own internet connection independent of the TV box. Disconnecting the TV box will have no effect on that, or on any of you other services.

 

Since you're keeping internet services, you'll definitely want to hang on to the modem. Also, if disconnecting an ethernet cable from a TV box, you don't need to keep that cable connected to the modem; unless you plan on connecting that ethernet cable to another box. Please let us know if this information helps to answer your questions, or if there's anything else we can help out with.

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