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user_xgcgh6
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Sunday, July 12th, 2026 1:45 AM

STB malfunctioning

After a large area outage of 5 hours cable finally came back.  Other of my boxes came back but main cable box did not. Multiple reboots, nothing. Tried help bot, nothing.  Finally got customer service.  They sent reset signals,  nothing worked. Replaced STB at Xfinity store. Now no boxes work. Can't get a tech out for a week. I have been a customer for many years with most expensive service, but can get NO assistance. What else can I do?

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17 hours ago

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XfinityQuemekia

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1.2K Messages

17 hours ago

I completely understand your frustration. Swapping your main box only to have all your TVs stop working is incredibly frustrating, especially with a week long wait for a tech. 
Your secondary boxes rely entirely on the main hub to communicate with our network. Because your new main box has not fully activated or registered on your account yet, it is blocking the signal to the rest of the house.
Here's what we need to try first @user_xgcgh6:

  1. Unplug the power cords from all of your cable boxes.
  2. Plug in only the brand-new main box you brought home from the store.
  3. Wait for it to completely boot up, load the main menu, or display an error code.
  4. Once that main box is stable, plug your secondary boxes back in one by one.
While we work on your STB, you do not have to go without your TV service. You can download the Xfinity Stream app on any smart TV, Roku, Firestick, Apple TV, phone, or tablet.
Activate the Xfinity Stream app on LG, Samsung, and Xumo Smart TVs

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