ljbethea13's profile

New Poster

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1 Message

Sun, Oct 11, 2020 10:00 AM

Troubleshooting Issues with the Cable Box

I'm trying to troubleshoot and reset my cable box. After logging into my account, I tried to go through the remote reset. However, I keep running into the message "we couldn't reach your box." All the cables are tightly plugged in,  the television is set to the correct input, and I have unplugged the system and waited more than 30 seconds several times. I keep running into the same issue; my box can't be connected to the service. The HDMI cords I have still work and the television itself is fine. There's a connection issue, but I'm having trouble figuring out what it is. Any help?

Responses

Accepted Solution

CCAndrew

Diamond Problem Solver

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25.9K Messages

7 m ago

Did it ever work? New install? Type of box? Lots of details missing for any meaningful assistance

New Poster

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2 Messages

5 m ago

Is anyone else having this issue? I've tried the same as the original poster.
The box works and has always worked, just sometimes it takes a while to turn on. I'd like to try a reset but can't.
lauren1018

Contributor

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49 Messages

5 m ago

I'm having the same issue. Box worked fine until last night. I have tried to do a reset and it says it can't connect to the box. 
Model PX032ANI

lauren1018

Contributor

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49 Messages

4 m ago

Did you ever get the box to work?

ComcastChe

Official Employee

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6.1K Messages

4 m ago

Hello @jofhw69, and others who were having issues with your cable box. I wanted to reach out to see if you were able to get this resolved yet? If not, I would be happy to troubleshoot and see if we can get this resolved or if I'll need to ship out a replacement. 

I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
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Regular Visitor

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3 Messages

3 m ago

Hi, We are also suffering the same issue and I just finally exchanged the TV box. The issue continues. This occurs every morning. Sometimes power cycling helps, not always. Thinking of swapping DVR next...

New Poster

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1 Message

3 m ago

We have had the same problems off and on for 2 of the smaller boxes we have and it is very frustrating. Our TVs are mounted on the walls so I have to get a ladder and get to the power strips behind them to reset things. I consistently get we are having trouble connecting to the internet and then we can’t reach your box messages. This happens at least once a week!!

Official Employee

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300 Messages

3 m ago

Hi, @FrustratedInMS, I hope outside of this service issue your day has been a good one. Are you able to let us know the make and model (s) of the two cable boxes that are giving you this problem? When you experience the issue do you see an error message on your TV screen or an error code? Thanks in advance for your time and for giving us more details. The more we know the better we can serve you. 

 

I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!tick

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