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ceppags
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Regular Visitor

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7 Messages

Tuesday, December 27th, 2022 9:59 PM

Closed

Very slow X1 box and Disney + Will Not Work Correctly

I have noticed recently that my X1 box is very slow. Loading any app takes a long time (at least 60 seconds). And as of this week, when I try to play a program on Disney +, the loading wheel just spins and I can not get a movie or show to play. Amazon Prime, Peacock, etc - all very slow too.

Anyone else have that kind of issue - is it the box? Disney + works just fine for me anywhere else.

Question

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Updated 

2 years ago

383

1

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CCKyla

Problem Solver

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411 Messages

2 years ago

I'm sorry to hear this is happening. The X1 box and third party apps do depend on the internet connection to function correctly. If you're not noticing issues on any other devices, we may need to get the box replaced, or complete troubleshooting. 

 

You can actually complete troubleshooting through the My Account app! Sometimes a hard reset can resolve minor issues like what you're describing. 

4

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ceppags

Regular Visitor

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7 Messages

@XfinityKyla​ I actually tried the reset and that didn't help.  How do I go about getting a new box?

2 years ago

0

CCJess

Problem Solver

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323 Messages

We can help you with getting a new box, and we can even troubleshoot the box for you from here before sending one out to give it another try. 

Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue.

To send a "Direct Message" to Xfinity Support:

Click "Sign In" if necessary

Click the "Direct Messaging" icon or  https://comca.st/3EqVMu7

Click the "New message" (pencil and paper) icon

The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there

 - As you are typing a drop-down list appears. Select "Xfinity Support" from that list

 - An "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

 

See  https://comca.st/3KQF8q9 for an example.

I no longer work for Comcast.

2 years ago

0

ceppags

Regular Visitor

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7 Messages

Thank you, I just sent the direct message.

2 years ago

0

CCJess

Problem Solver

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323 Messages

Perfect, we will follow up with you in that live chat. 

I no longer work for Comcast.

2 years ago

0

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