Sorry your box needs to be updated.

I’m having a problem and this is on my screen and I can’t connect my new x1 box!! This message keeps coming on my screen!!

message;

"Sorry, your box needs to be updated

This TV Box doesn't support your new flex service. You should receive your new flex box soon. If you have questions about your new order give us a call at 1-800-xfinity or visit an Xfinity store near you".

I can’t connect my two x1 box’s!! I don’t have flex box!! I had it and update to cable!! Ive been on the phone with technicians for two hours or more. I have spoke with two different technicians.

Responses

XfinityAldrik

Official Employee

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1.7K Messages

10 months ago

Thank you for reaching out to us @user_9vi8sz! We regret to hear this wasn’t a quick issue to fix. Did the technicians you worked with create a ticket or ship new boxes?

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user_9vi8sz

3 Messages

As far as a specific ticket I am unsure. The tech on the phone stated I needed a tech to come to my house to see what the issue was and I told her no. Ship me new boxes. So I went back to the Xfinity store to return the equipment that wasn’t working. I explained the issues and they said they resolved it in the computer and gave me an additional piece of equipment and told me everything would work. Upon coming home and hooking everything up the remotes would not pair to the x1 box. I tried all 3 of the remotes and they would not pair. I followed all troubleshooting and the instructions that came with the remote but it failed. I am considering canceling service. It can’t be this hard.

10 months ago

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XfinityAldrik

Official Employee

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1.7K Messages

Just to confirm, are the new boxes from the store up and running @user_9vi8sz? If the new boxes are working, please follow the steps in this article to activate the remotes.

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10 months ago

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user_9vi8sz

3 Messages

10 months ago

I canceled service because I never could get them to work. I went with a competitor.

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XfinityRoberto

Official Employee

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1.5K Messages

I am sorry to hear that you canceled your service. Please make sure to return any rental equipment to your local UPS or Xfinity store to avoid any equipment charges @user_9vi8sz.

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

10 months ago

0

X1

user_9vi8sz

Sorry your box needs to be updated.

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XfinityAldrik

user_9vi8sz

XfinityAldrik

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