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fpcustomer
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13 Messages

Sun, Jul 3, 2022 1:58 PM

TV cable box constantly unresponsive

When watching anything not live (on demand, movie or show on app), the program suddenly stops after 45-60 minutes.  Have tried restarting/rebooting multiple times, refreshing thru Xfinity and replacing the the cable box.  The messages from Xfinity support are "Your tv box is unresponsive", "can't connect to your tv box", "couldn't reach your box" and "main tv box is offline".

When this happens using the remote for any button results in the screen going to "choose your language".

Last night had to restart the box 5 times while trying to watch a movie even after a system refresh.  The issue usually happens in the evening.

Can someone please help resolve this issue.

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3 m ago

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fpcustomer

Frequent Visitor

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13 Messages

3 m ago

Replaced the cable box today and same issue tonight.  Could someone from Xfinity Support please help.

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XfinityPaula

Official Employee

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352 Messages

Hello @fpcustomer Thank you for reaching out and sharing the trouble that you have had with trying to watch programs. Based on the typical timing and errors it seems like there could be a signal issue to the cable box, especially since you have already exchanged the cable box, and it's ongoing. I would love to help out and see what is causing the trouble. Do you have any other services that have an issue when this happens? 

Please send us a direct message with your name and service address.

To send a direct message, please click on the chat icon in the top-right corner of the screen, and select "Xfinity Support" to initiate a live chat. 
Click "Sign In" if necessary
Click the "direct messaging" icon or https://comca.st/3J0ir1l
Click the "New message" (pencil and paper) icon
Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
Type your message in the text area near the bottom of the window
Press Enter to send it

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