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user_06b91c
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4 Messages

Tuesday, November 8th, 2022 1:36 AM

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New X1 box in "Welcome" screen reset loop

I just picked this box up on 11/5, and a day and a half later it froze while watching TV. A subsequent power down reset resulted in a welcome screen that starts in standard definition, changes to high definition, the box then resets and the same sequence again. The box has been power cycled multiple times, at variable durations , multiple restart signals attempted, all resulting in no change. I have arrived at the point in online "troubleshooting", that asks to set an appointment. I am unable to set aside even more time to get this settled, and would just like a replacement with as little hassle as possible. I sincerely hoped this upgraded receiver would be a good thing (and acceptable to my spouse), but neither has turned out to be true. 

Looking for options,

J.D.

Question

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Updated 

2 years ago

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CCRobert

Official Employee

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455 Messages

2 years ago

Hello @user_06b91c Thank you for reaching out over our Community forum page. I am sorry to hear that you are having an issue with the TV box that you received. Can you tell me if your new TV box is communicating with the Xfinity My Account app? If so, have you tried to refresh the TV box through the app? 

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CCRobert

Official Employee

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455 Messages

2 years ago

@user_06b91c That's very strange. Is the TV box that you picked up a wireless TV box, or does it connect to the coaxial outlet? 

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user_06b91c

Visitor

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4 Messages

2 years ago

No attempts at restarting were successful. All attempts to send a signal failed as unable to connect. Box was exchanged today for a replacement, but the new box fails to display any lights, and is not seen by my TV. Multiple power outlets tried, to no effect. I have sent a message to "Xfinity Support", and am awaiting a reply.

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user_06b91c

Visitor

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4 Messages

2 years ago

Coaxial cable. I tested the power supply, and it is delivering 12v.

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CCRobert

Official Employee

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455 Messages

@user_06b91c I am an Xfinity employee. I am sure that we can get to the bottom of this for you. I would like to verify the equipment on your account. To do so, could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue. To send a "Peer to peer" ("Private") message:

Click "Sign In" if necessary

• Click the "Peer to peer 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

I no longer work for Comcast.

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
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
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

2 years ago

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user_06b91c

Visitor

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4 Messages

@XfinityRobertA​ private message updated 

2 years ago

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