Visitor
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3 Messages
Sorry, we're having trouble connecting error message
My second TV box (Xi5-P) has been glitchy for several months. The guide will freeze, DVR replays stop mid movie, pictures are pixelated, and other issues. Each time I have to unplug the box and it resets when I plug it back in. Today I received the "Sorry, we're having trouble connecting" picture on the TV at 7 am (screen shot below). I can see the information on what station should be on but then the station information changes without me doing it (jumping around). I do not get a picture or sound. I reset the box several times throughout the day without the problem being fixed. Do I need a new box or is there really a problem with the system somewhere. I don't want to watch live TV via my phone and the app. I want to see live TV on my TV. The other TV box in another room is working just fine. The troubleshooting tips via the Xfinity Assistant did not help at all.
I see this is a major problem considering the number of comments posted with this exact problem.
XfinityTony
Official Employee
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889 Messages
3 months ago
@user_bdeebf, hello and thank you for your post! I am sorry to hear that you continue to have issues with your wireless box. I really appreciate you providing that troubleshooting information, it definitely helps narrow down some possible causes. How far away is the wireless placed from the gateway and the main box? Also, have you tried power-cycling your wireless gateway and the main box?
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themist
Visitor
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2 Messages
3 months ago
They did an upgrade in our are on June 10th and now cable is unwatchable. Snowy picture.
I messaged, called and no one is helping.
They know there is a problem because I got a phone call this morning, saying they had upgraded in the area and sent a technician out this morning, but nothing improved.
I need a crefit for my list service time 2 days now and A new cable box, but no one at xfinity is helping!
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