JIM2897's profile

New Poster

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2 Messages

Thu, Dec 31, 2020 4:00 PM

Trouble installing new X1 set top box

This is a new X1 set top box replacing an older one.   I attached the coax and HDMI cable as they were before on the old box.   All I see is 3 horizontal dots, illuminating 1 at a time.  Supposedly I should be seeing some onscreen instructions.   My Samsung QLED tv does recognize that a Comcast device is attached to the HDMI 1 port.   I have another tv runninh off of 1 of those smaller boxes and it's doing fine

Responses

New Poster

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2 Messages

5 m ago

JIM2897 here again.   I have no idea whether my X15 voice remote paired with the X1 set top box (they came packaged together).   I did hold the voice button and point it at the set top box as instructed.   Nothing on the screen except those 3 dots.   I did successfully program the X15 to control my Samsung QLED tv for whatever that is worth

Rustyben

Expert

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24K Messages

5 m ago

I have escalated your issue to the Comcast Team available to these forums. Check back often for a reply in this thread from a Comcast Official Employee.

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I am a Customer Expert volunteering my time to help other customers here in the Forums.
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Official Employee

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2.5K Messages

5 m ago

Good afternoon, JIM2897. Thanks for posting! Sorry to hear about the remote trouble. Is there a splitter on the line, even it was there before the box swap took place? Those loading dots can indicate a signal strength issue, so definitely make sure to ensure are connections are snug and replace the splitter if there is one. If there isn't, we can try sending signals to the box itself, to see if we can get it to progress through. Let me know!

 

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