U

Visitor

 • 

2 Messages

Tue, Sep 7, 2021 10:43 PM

New Replacement Cable Box Setup

Received via UPS a replacement cable box (set-top box with clock and blue power button that connects with coax to wall) last month - August '2021.

When I powered it, the setup ran through a quick pairing of the remote which works fine but there didn't seem to be anything that looked like an activation of the box and the picture on the tv was pixalated.  I restarted the box via the help screen but that didn't seem to have any effect so I did a system refresh via the help screen that got the tv picture to normal.  When  I called about another issue the automated trouble shooting process said that the cable box showed errors and that a restart should resolve them but a check of the automated trouble shooting process later after the restart indicated that the box still showed errors.  Did I corrupt something in the operating system of the box when I restarted and then refreshed it upon initial use?  Should I have called technical support at that point?  It seems to be working alright but am concerned it may not be delivering the best possible performance with the box showing "errors".  Additionally, the "technical support" representatives I've spoken to haven't really been able to answer the question and their solutions are usually to unplug it or send a refresh signal  to the box anyway.  Any clarification would be appreciated.  Thanks.

Official Employee

 • 

273 Messages

2 m ago

@user_7741de

Hello! Thanks for reaching out to us and bringing these concerns to our attention! We're glad to help and its great that you are reaching out so that we can make sure you have the best possible experience with your service!

As long as the box is working well, everything should be fine even if you restarted it during set-up. A large number of errors you run into can be solved with basic troubleshooting such as a reboot or reset of the equipment. Other issues do require additional work but that is typically seen on the screen or will show symptoms.

 

A really great place to check for troubleshooting or to fix issues at home is the Xfintiy MyAccount app. If you go in there and navigate to “troubleshooting” do you see any errors or concerns when looking at this device?

Visitor

 • 

2 Messages

1 m ago

Sorry for the delayed response - out of pocket for a few.  Selected "troubleshoot" for the X1 box under Devices and it went to "tighten all cable connections", etc. and then asked if I wanted to do  a system refresh or restart - no errors or concerns listed.  Thanks.

XfinityJay

Official Employee

 • 

211 Messages

Awesome. You should be in good shape. If you are to have questions or concerns, please feel free to reach out to our forums again in the future. Our community is a great place to knowledge and get answers from other customers and experts like our team. Thanks again for reaching out! -Jay

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

New to the Community?

Start Here