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user_0af15c
1st Topic

Visitor

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2 Messages

Sat, Jan 1, 2022 8:10 PM

Main box fine, but other boxes freeze

The main box with DVR works ok, but the other boxes freeze or go to black. This can happen for 20 seconds or so each time on any channel. 

All boxes and router have been rebooted, unplugged and plugged back in. All connections checked and fine. Seemed to begin after a power outage a few months ago. 
   Customer service by phone is extremely frustrating to deal with and I can’t handle calling them again.

Question

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Updated 

5 m ago

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XfinityEthan

Official Employee

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843 Messages

5 m ago

Hi, @user_0af15c. Thanks for letting us know about your box issues. I would like to look into this and I see there is an interruption in your area right now. Due to that I can't troubleshoot and will reach back out when it is over. I am confident we can take care of it. Thanks!

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XfinityEthan

Official Employee

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843 Messages

5 m ago

Hi! I wanted to confirm you still have the issue. Based on my check I would recommend a technician come out and check everything out and I can request new boxes. Let me know. 

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user_0af15c

Visitor

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2 Messages

@XfinityEthan 

Yes still a problem. 

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5 m ago

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XfinityEthan

Official Employee

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843 Messages

Send a direct message with your name and address and we can work on getting it taken care of. 

 

Make sure you are signed into forums

1. In the top right corner, you'll see a little chat icon(direct message) near the bell icon. 2. Click the "New message" (pencil and paper) icon

2. Hit the compose button to the right of "conversations"

3. In the 'To' line, type "Xfinity Support" there. A drop-down list appears. Select "Xfinity Support" from that list (an "Xfinity Support" graphic replaces the "To:" line)

4. Type your message in the text area near the bottom of the window

5. Press Enter to send it. An official employee, such as myself or whoever is first available, will respond. Thanks!

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5 m ago

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