adjwinte's profile



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Sun, Apr 18, 2021 12:12 PM

New X1 Box Welcome Screen Cycling


I received a new X1 box, and can hardly get past the "Welcome. Bienvenido. Bienvenue." screen.  It gets a few seconds in to the start up then turns off and back on.  My older box works just fine when I plug it back in.  I've quadruple checked that everything is plugged in the correct locations.  I've restarted it it multiple times, for multiple durations, in multiple ways.  I have, on a couple of occasions, gotten it to let me select english, and it even brings up my correct phone number to verify, so I know it's able to connect.

My understanding is that this Welcome screen cycling is a known issue with these boxes.  Do I have any options other than getting a new box?  I'm supposed to send my old box back and keep this one, but can I just send it back and then request another once you get this one back?  Thanks!



Official Employee


6.7K Messages

24 d ago

Hello adjwinte. Welcome to the Xfinity Forums and thanks for creating your post! I can help with troubleshooting the activation for this new box, as well as help you with ordering a replacement. So we can help you, please send us a direct chat message with your full name and service address to Xfinity Support. To do so, click on the chat icon located at the top right of this forums page. Let me know if you have any questions.


Here's the detailed steps to direct message us: 
 • 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.
 • Type your message in the text area near the bottom of the window
 • Press Enter to send your message

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