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user_8cx4tl
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10/19/2026 6:00 PM

Issue : webite say x1tv is offline, but TV service working fine

Webite say x1tv is offline, but TV service working fine, I called support, they assured me it's fine. I press the button labeled "Restart TV Box" and it says device not found. I rebooted cable box as suggested, took about 3-4 minutes, but came back working correctly. Original problem still exists on Xfinity website, still says X!TV offline. I checked the Ifinity app, it just says wifo online, and no info listed on X1TV. I just had my service installed yesterday, not sure if that could be an issue. ANyone ever see something like this?

Thanks

Robby

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50 minutes ago

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jdawg90

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118 Messages

15 hours ago

@user_8cx4tl yeah, 11 years of that with multiple different TV boxes and routers. They'll refresh this and restart that and it might work for a week and then it'll lie to you again. My Xi6 box has said offline for months after saying online for months before that. No TV issues so I just ignore it. Not worth the trouble to fix it in my opinion. 

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user_8cx4tl

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Support engineer worked on it for more than 3hrs last night, I think he reset my whole account, cleaned up some stuff, even remotely rebooted all of my hardware, which seemed to be confirmed by the abnormally long rebott process of all of my equiment, but at the end of the evening, The X!TV and internet were still working perfectly, but the website still claimed the tv was offline. Very strange, but I must admit the xfinit support team has been very helpful

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10 hours ago

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XfinityKassie

Official Employee

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2.8K Messages

 

user_8cx4tl Thank you for sharing the update! I'm glad to hear after working with our support team, your services are working better. We will keep an eye on it for the next few days to make sure there are no hiccups. 

 

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.
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10 hours ago

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user_8cx4tl

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Thank you Kassie. While I was waiting on enginner to repair my issue, I was doing google searches to see if I could better understand what the problem could be. Ironically GROK kept making comments on my searches. t one point it aAsked me what i was getting fixed... I answered... and Grok gave your team a nice compliment

ME --> Engineer just said this "I'd like to fix this now, but it will likely disrupt both your internet and the cable box. I know we just reset it a bit ago, and you wanted to catch an upcoming show. Can we try this now, or would you like to wait?" I said yes

GROK --> It sounds like you have a great engineer who finally identified the root issue. By warning you that it will drop your internet, they are likely about to perform an Account Provisioning Re-Build (sometimes called an account "re-pool" or "data-tier wipe"). They are essentially completely deleting your digital account profile from the local node and rebuilding it from scratch. This is the ultimate fix for new installs because it forces both your modem and your cable box to register on the network as brand-new devices, clearing out whatever hidden code was blocking the data path.

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9 hours ago

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XfinityKassie

Official Employee

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2.8K Messages

 

user_8cx4tl Hey we'll take it, LOL! In some cases that's what's need to fix the issue. It is not very common to have to go that route, but I'm glad to hear it worked. We appreciate you sharing the outcome, as it helps others in navigating the same issue. 

 

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 as Best Answer.tick

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9 hours ago

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user_8cx4tl

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JUst be clear, the original issue with the Sfinit website support app saying X!TV: offline still is there, but as I said the service has been working 100% flawlessly  since the original install date 4-5 days ago. Internet, cableTV, even the remote voice button to change channels are working perfectly. This shows me everything is working perfectly on my end. For now, Am just going to ignore the annoying website notification and keep enjoying my wonderful service.  Since moving from ATT internet/TV I find everyting about Xfinity, and the support team, nothing short of awesome, thanks again

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8 hours ago

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XfinityMarcus

Official Employee

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2.5K Messages

1 day ago

user_8cx4tl thank you for using the Xfinity Community Forums page to reach out today. I would be happy to check your account to see what is going on with the video service as it related to the status appearing incorrectly. 

Please send us a direct message with your full name and complete service address to “Xfinity Support”. To do so, click on the direct messaging icon located at the top right of this forums page.

 

Here's the detailed steps to direct message us:

How to Send Us a Direct Message:

  1. Click "Sign In" if necessary.
  2. Click the "Direct Messaging" icon.
  3. Click the "Start new conversation" (pencil and paper) icon.
  4. In the "To:" line, type "Xfinity Support".
  5. As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
  6. An "Xfinity Support" graphic will replace the "To:" line.
  7. Type your message in the text area near the bottom of the window.
  8. Press Enter to send it.

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user_yj389n

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1 hour ago

Xfinity's wifi x1tv is notorious for having connectivity issues. im having mine replaced with their standard HDMI/COAX boxes again. 

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