TV Box / DVR Rebooting and Locking Up

We turned on the TV on Friday night, and cable TV was displaying the Welcome screen.  We waited a while, but nothing happened.  The digital display on the front of the box displayed a “C”.  The box would not respond to any input from the remote and would not power down when we pushed the power button on the box.  We finally unplugged the box to force a hard restart.

On Saturday morning , the same thing happened twice.  We tried using the app to troubleshoot the problem, but could not get the system to connect to out box.  I tried calling XFINITY, but the AI phone system refused to connect me to a real person and hung up on me.  I tried calling back two more times with the same results.  Each time the AI said I had to troubleshoot through the app before I could talk to a person.  

We finally got the app to force a 10-minute system refresh.  While that was in progress, the app connected us to a tech support person via text chat.  We were on the text chat for over an hour, and the only thing that happened was they sent another refresh signal to our box.  We were assured the problem was resolved. 

Saturday night, the system began rebooting on its own again and locked up again.  Again, we had to unplug the box to force a hard restart.  When we woke up this morning, the system had tried to reboot again overnight and was locked up on the Welcome screen again.  

At this point, I am so frustrated by XFINITY’s (lack of) customer service, I am ready to go all “Karen” on the next interaction.  I want to talk to a real person and have a conversation that does not require typing to get my questions answered.