Visitor
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4 Messages
New XG1v4 Box Failing & Stuck on "Connecting to Experience" Loop - Need Mail Swap
My XG1v4 4K TV box is completely stuck in a boot loop. It displays the Welcome screen, goes black, and then gets permanently stuck on the "Connecting to your entertainment experience" screen before throwing a connection error. We just received this box about a week ago and it has given us problems from day one. During recording playback, it constantly stops, starts, freezes, and automatically reboots itself. And we've had sound issues too. It appears to have a defective internal hard drive or tuner. Additionally, this room uses an older, Comcast-installed active power-injector splitter system for our internet. While troubleshooting the lines today, it sparked, so the splitter likely needs replacement as well. Our home internet is working perfectly on its current port. I do not want a technician visit. I would like an official employee to help me arrange a 1-1 mail swap for a brand new or at least certified/fully inspected refurbished XG1v4 box and a new active power splitter kit. Thank you!
XfinityBenny
Official Employee
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1.8K Messages
2 hours ago
@user_91lbav Thanks for posting and letting us know. If a second box is failing, a third will perform the same as it is not the box, but rather something going on with the cabling. Reading that the lines are sparking is cause for concern, as that is not supposed to happen. That means the lines may not be grounded correctly, or the amp is failing and requires someone to inspect the connections asap. Shipping boxes is not allowed to troubleshoot, as it won't confirm the root cause of the issue. If one was shipped, it was done so as a courtesy, but we need to troubleshoot and ensure customer safety here on the forum. Send us a direct message with your full name and complete service address to “Xfinity Support”. To do so, click on the message icon located at the top right of this forums page.
Here's the detailed steps to direct message us:
https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514
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