New Poster
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3 Messages
set top box freezes, then resumes
Our broadcast stream freezes/resumes numerous times while watching. We have done all of the usual recommendations; restart, tighten cables, etc. Had a tech here a couple of weeks back and he upgraded hardware coming into the house, checked everything inside and all was good. He suggested that the box be replaced if we continued to have issues. I would like to replace it with a new one.
XfinityVianney
Official Employee
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1.7K Messages
1 year ago
Hi, @mjhauser. Thank you for reaching out. I understand you've had some trouble with your TV, and you've recently had a tech visit as well. With that said, it appears you're still running into trouble. I do appreciate your patience and efforts so far. If you want to swap the device, we have a couple of options.
1. You can do a swap at the local store at no cost. You can bring in your old device and walk out with a replacement the same day.
2. We can help send you a new box from our end, which sometimes includes a shipping fee. It can also take 3-5 days to arrive via UPS ground shipping.
Either way, we can help replace the box if needed. Which option do you think would work best for you?
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