TV constantly going out

Our main box is constantly going out. We have replaced cables with no results. This happens frequently, several times a week. There is no error message, just gets stuck on the welcome screen. Unplugging the box does not work. We have to do a full System refresh each time, which works only 80% of the time. Outage can last hours. This is our second box (model - AX014ANM), the first one had issues with recordings.

Honestly, thinking of going back to DirectTV.

Anyone have a possible solution?

Responses

Rustyben

Expert

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24.6K Messages

3 years ago

does this only happen when you first turn on the TV with that set top box in the mornings? (overnight reboot happens nightly). Or does the box reboot by itself during the day? Unplugging the AC power for 30 seconds does a complete restart. What system restore are you using?

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user_merrills

Visitor

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2 Messages

3 years ago

@Rustyben This happens randomly during all hours day and night. We have unplugged the box, waited 15 minutes and plugged it back in and nothing happens. I have done a restart and system refresh from the Xfinity site. Xfinity support has also completed refreshes from their end. Darn thing just went out again. Heading to try and get a new box. If this keeps up, may go back to DirectTV. - Frustrating

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CCStephanieT

Contributor

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342 Messages

Hello @user_merrills Thank you for reaching out through our Xfinity Forum. I'm sorry to hear that you are having issues with one of your cable boxes. Did you get a chance to swap the equipment?

I no longer work for Comcast.

3 years ago

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user_020a3d

Visitor

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1 Message

We have just started having this same problem. All of our TV's quit working We do a system reboot and wait 8-10 hours. We unplug everything and wait, plug back in and nothing. Last night no tv. The next morning, no tv. Then after several hours, all of the tv's started working again. Should we have a technician come out?

3 years ago

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XfinityPaula

Official Employee

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1.4K Messages

Hello @user_020a3d Typically when all services are impacted there is an issue with the RF signal in the home or an area interruption. It's possible that a technician would be needed, but I would love to check over the account and devices to see if there's anything I can help with from this side. Do you have internet or home phone service with us as well? If so, do those services have trouble at the same time? Please send us "Xfinity Support" 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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3 years ago

0

X1

user_merrills

TV constantly going out

Rustyben

user_merrills

CCStephanieT

user_020a3d

XfinityPaula

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