Voice Guidance loop

Hi do we have any updates on this?

I have the same issue. Any resolution?

I'd like to take a look at the ticket that is pending and look into options for an equipment swap with you. Please send us a Direct Message with your account information.

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Yes they made me switch the box and I am at that same position. I don't have the time to play games with these people. They are going to make me bring the box to them and hopefully when I get another one it works. Its my time and gas and I pay this company way to much for Nothing. Getting ready to bag them

I just picked up a replacement box and getting the same voice guided loop.  I spoke with a representative and after multiple attempts to resolve on the phone, Xfinity is sending a tech.  

Same issue here, been waiting for text assistance for over two hours. Are these boxes tested at all?

Same issue here. I was talking to customer rep and she could not figure it out as well. They are sending a tech tomorrow to check it out. 

We're in the exact same loop. It is clear that the initial contact rep's troubleshooting decision tree has zero mention of this issue (not faulting them at all - blaming their work instructions). We attempted to point them to this thread to say - this! this is the thing! - but that's not allowed. (Xfinity team - yes, we've rebooted hundreds of times since picking up the box on Sunday. Kicking myself for returning the older equipment that same day -  the customer success rep at our local store had said the new box would be the only way to resolve the issues we've been having with the Peacock app.) Our TV may not survive if we need to continue to listen to the robotic loop "Do you want to keep using Voice Guidance? Voice guidance is a talking guide that reads what's on your screen out loud, including titles, program descriptions, and more. You can turn Voice Guidance on or off anytime after you've activated your devise. Just say 'Voice Guidance' into your voice remote or go to Settings > Accessibility. Option 1: No Option 2: Yes" Yes??? No??? Please just let us get past this screen... we beg you robot voice! After ~30 minutes of troubleshooting the rep has scheduled a tech to come out on Saturday to evaluate. Fingers crossed they bring the wireless box that appears to be the solution to this issue in the thread above. Xfinity team monitoring the thread - if there's any way to build this into the troubleshooting/decision tree for the first response phone reps that would be super for those that will undoubtedly follow us in this experience.

Same problem with voice guidance loop for a week now after picking up new box when old one died along with TV after probable lightning. Wi-Fi still works fine. Already had two tech appointments this week that Xfinity cancelled without checking with us because their system showed we were fine?? So annoying! Had to call and be on the phone hours and hours already. Tomorrow morning is our 3rd tech appointment which is showing not cancelled so far so we shall see what happens! 

We all have such similar experiences. This just isn't right to have such difficulty when we are being forced to upgrade boxes. I have logged 27 hours over 6 months and 3 attempts at failed installation. I have always given up in the past but our "on demand" service just quit working last week. So far attempt #4 has taken 7 hours of the last 48 hrs and my accomplishment has landed me at the same looped "do you want to keep using voice guidance" while trying to do the initial set up. 

Attempt #4 started with two new X1 set top boxes picked up from the store. One box setup easily and the second was a complete failure with the "voice guidance" loop issue right away. I had the bright idea to use the same adapter and coaxial cables in order to prove the connection was set up properly and that problem was with the box itself. After two reps did troubleshooting for two hours, the bad box was officially declare defunct. Away I went the next day to the Xfinity store and returned all equipment. BIG MISTAKE! Yes, don't let anyone convince you to return your old antiquated equipment until all of your new boxes are functional. I returned the my two circa 2014 workable boxes and the "new" X1 defunct box for a replacement. To my surprise, the replacement X1 box does not work and during the boot up is stuck in "voice guidance" loop. Again, it has been declared a bad box. A tech is set to come.

As a note. Add insult to injury. A tech added a $9 charge per box for the two new X1 boxes. I now pay for four boxes though I only have/use two. I have spent hours today trying to correct this and no rep knows how to remove them other than changing my plan. 

I tell you my tale because so many reps will blame the control, the coaxial cables, the need to refresh until the cows come home. This problem is not isolated as this forum shows. It seems to be happening to many older accounts including Legacy accounts like mine. I read two reps this forum and it was all news to them. I will keep reading this to the the tech and hopefully the problem will be resolved. Hopefully!

Logged 27 hours, 6 months, 3 failed attempts, 8 reps in the past 24 hrs, 1 technician to go. Should it require this much? Please escalate our problem Xfinity!

Please escalate this issue and get resolution for loyal customers who have been with Xfinity for up to 40 years from my reading. Being loyal should count for something and we all certainly deserve some resolution!

It’s fixed diagnostic boxes had to be updated or so I as told!

Success! I know how to fix this problem and hopefully it will work for you too. The tech came out today and could not have been more professional and had already researched and found the answer. He is a rare bird in the Xfinity system. I took notes on how to fix this voice loop problem. There are two parts. First the remote control must have a factory reset done (as mentioned earlier by an astute forum member). The second step is to factory reset the X1 cable box. This reset should work on X2 platform as well.

Here are the instructions:

Step 1 Factory Reset the Remote

1)Press the A and D buttons on the remote down at the same time until the remote control light flashes green

2)Enter the code 981 on the remote.

3)The light will flash blue three times indicating a reset has occurred.

You have now performed a factory reset of the remote!!

Step 2 Factory Reset of Cable Box

1)Make sure the TV is on.

2)Hold down the power button on the remote for 5 seconds.

3)Press the center "OK"/Round circular button located in middle of the remote. It is located below A and B but is above C and D on the new voice activated remote. It lights up white when then control is handled on the newer voice activated remote controls. On older controls it is your "OK" button.

4)Then press the right arrow.

5)Then press down arrow.

6)Then press the power button again. It is located in the upper right corner on my newer voice activated remote.

7)This will reset the box only and it will now roll through the prompts.

You have completed a factory reset of the cable box!!

These two steps combined were the key to fixing my box. The tech did have to repeat the box factory reset twice. 

Apparently, many boxes are shipped out with software that is not up to date. If the voice loop still remains after a factory reset then try a second factory reset. It may take a few factory box resets to get it going. These instructions are for customers whose box does not have a reset button.

I hope this helps and a few people out there are saved the headaches and trials so many of us have experienced.

I will continue my voyage to get the bill corrected and escalated. Currently, I am being charged for two extra boxes and a third box that was accidentally shipped and is still with UPS. Watch out that the Xfinity system often automatically charges you for a tech visit even if it was ordered by an Xfinity phone rep who was unable to fix the problem. I called ahead of the service tech's arrival and had it noted on the account. Also if they offer to ship you a replacement box and you change your mind and cancel that box order within a few hours (even at 1AM Sat) it will most likely ship anyway. It shows the box shipment cancellation on my account but the two departments don't seem to converse. I decided to proactively pickup a box the next day in  store. My shipped box will arrive 3 to 5 days and then the need to return it and adjust the account again. Watch out for a $15 shipping charge they should offer to waive when replacing a broken box.

I wish you all luck of rebooting, resetting, and reclaiming your sanity over the voice loop and this exhausting, frustrating experience. May the "factory reset" force be with you!

We had the same issue.  Thank you for the tips.  We got it going after 4 resets.

Helllo! I am having the same issue. I have tried the recommended reset in the comments and it still is not working. Is there a tech that can come out?

Same! They are sending a third box today after two technicians came. Smh for the money they charge we are better off to stream.