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user_de615e
1st Topic

Visitor

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3 Messages

Tuesday, January 11th, 2022 1:33 PM

Closed

so slow to load

When I power on my tv I get a welcome screen as if it is my first time ever turning it on.  I timed it and it takes 4 minutes and 20 seconds before the cable channels finally open up to watch.  Over 4 minutes to turn on a tv?!!!  I have have 4 different techs come out over the past year.  Each changed out the box, scratched their heads and left with no improvement.  Actually the last tech told me it was fixed and when i tested it it took longer than ever.

Help.

Question

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Updated 

3 years ago

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XfinityAmira

Official Employee

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4.2K Messages

3 years ago

Hello and thanks for taking the time to reach out on our Forums page in regard to the ongoing Cable TV/box problem you have been experiencing. I can definitely imagine how inconvenient this has been for you and we certainly want to further assist you with getting this problem corrected. We also apologize for any frustration this has caused you as well. To confirm, does this problem occur every time you turn the TV on, or does it only occur intermittently? 

4

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user_de615e

Visitor

 • 

3 Messages

@XfinityAmira 

Every single time.

3 years ago

0

XfinityAmira

Official Employee

 • 

4.2K Messages

Oh no, that is no fun at all and definitely should not be occurring, When the technicians have come out and after replacing the box, did they get to see this problem occur while they were there? Also, has this occurred since you began service with us? Have any of the technicians replaced the coax cable when coming out as well? 

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

3 years ago

0

user_de615e

Visitor

 • 

3 Messages

They said it was all they could do.  Even though it is obviously unacceptable.  They did not replace the coax cable.

3 years ago

0

XfinityAmira

Official Employee

 • 

4.2K Messages

I agree, you should not be experiencing this problem every day with your cable box. We definitely need to determine the underlying cause so that we can get this fixed as soon as possible. Let us move forward with having you send us a Private Direct Message so that we can further look into/investigate this issue on our end. Here are the detailed steps to direct message us: 
 • Click "Sign In" if necessary
 • Click the "Direct Message icon” (upper right corner of this page)
 • 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

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

3 years ago

0

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