Visitor
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1 Message
TV Black Screen keeps happening randomly
I keep getting a random black screen that I can fix with the TV Box reset under Support Troubleshooting for black screen. That problem is this black screen issue is happening randomly about every few weeks. Now it's happening about once a week. The sound remains on. It's not my Amazon Fire TV because I can watch apps on the TV that are outside Xfinity service. It does not appear to be the HDMI or the cable connections because the Satellite Box reset for black screen through the Xfinity website fixing it for awhile. Is my Satellite box giving out? I've had the box for 2 years. Sadly, my local store is not the most helpful and I do not want to go through the trouble of disconnecting the box and taking it to them unless I know that the box is the problem and they will replace it for me. I've called the support phone lines and cannot get beyond the automated system. What is the best way to get this resolved? Thank you.
CCMacey
Gold Problem Solver
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541 Messages
3 years ago
Good morning, @karenr1679, and thank you for reaching out through our Community Forums page for help with your X1 box. I'm sorry to see that it isn't working as it should be- that kind of issue would drive me crazy if it kept happening randomly while I was trying to watch my shows!
I appreciate you letting us know that you've done the troubleshooting through the self-service options, and that it's only a temporary fix. Let's go ahead and take a deeper look, and see if a box replacement is the next step in getting this resolved. Please send us a Private Chat Message with your first and last name, the name of the primary account holder (if different), and your full service address.
To send us a Private Chat Message, select the message icon in the top right corner and then search for Xfinity support. With our new Xfinity support chat, you do not need to input the name of a person. Just select “Xfinity Support” and you will be able to speak with the next available specialist.
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