1 Message

Fri, Jul 1, 2022 1:43 AM

Intermittent black screen

Exchanged the box for a new one at the xfinity store today. Still getting intermittent black screen issues after watching for about 30 mins. I downgraded the video resolution from 1080p to 1080i, and the box worked for an hour and then went full black. Had to power cycle to make it come back. I had previously called customer service multiple times and they finally recommended I exchange the box. I will try downgrading the rest to 720. Seems a bit silly with a 4k TV, and a nearly 300 dollar per month bill.Maybe it’s time to just exchange the service

Official Employee


311 Messages

2 m ago

Thanks for reaching back to let us know of this situation, @user_4e010f! This is not the experience we would like for you to have. I'd be happy to troubleshoot further on our end. Could you please send our team a private message with your full name and full address? Our team can most definitely take a further look at this issue.


To send a Direct Message:

Click "Sign In" if necessary

• Click the "Direct Messaging chat" icon

• Click the "New message" (pencil and paper) icon

• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which 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


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