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user_ufsqx1
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Saturday, May 11th, 2024 8:34 PM

Voice guidance loop

I am trying to connect the new cable box that was sent to my grandparents, and it just keeps asking if I would like to use voice guidance. No matter how many times I select an option, that screen just keeps popping up. I cannot do anything with their TV now except for watch DVDs.

Question

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Updated 

2 days ago

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XfinitySheila

Official Employee

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804 Messages

6 months ago

Hi there! Are you still having trouble with the setup? I would love to help. 

To get started, please use the chat icon in the upper right to enter Direct Messaging and send us a message with your full name and full address.

 

 Here are the detailed steps to direct message us:

• Click "Sign In" if necessary

• Click the "direct messaging" icon (upper right corner of this page)

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

• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list

• Type your message in the text area near the bottom of the window

• Press Enter to send your message

 

Please let me know if you have any questions or run into any problems. 

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user_30vhv4

1 Message

6 months ago

I have the same problem. I’ve been on the phone with two different technicians spending several hours on this. I can’t get the box to stop asking about voice guidance. I’m stuck in a loop and now it won’t work.

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XfinityBenjaminM

Official Employee

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1.6K Messages

@user_30vhv4 We would recommend following these steps to disable voice guidance:

1. tap the B key on your remote to open the Accessibility Settings screen.
2. Tap B again to reopen the On/Off menu. 
3. Press OK to turn voice guidance off.

- (You can also get here at any time just by holding down the voice control button and saying "Voice guidance.")

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6 months ago

0

user_qp7otx

1 Message

5 months ago

Just had a technician here for this exact issue. He held the remote directly on top of the box and finally it accepted the remote’s response! I was trying from about 3 feet away with no success and nobody on the help lines told me to get immediately by the box….but that’s what solved the issue! So get super super close to box and try again. Hope you have luck with this! 

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XfinityAdrienne

Official Employee

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907 Messages

Good Morning, user_qp7otx! Thank you so much for sharing the details regarding the fix that worked for you getting the Remote issue resolved. Please let us know if you have any other questions or questions. 

 

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Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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5 months ago

0

user_ymf4o5

3 Messages

I had the same problem and this fix did not work.

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28 days ago

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XfinityJosephA

Official Employee

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1.4K Messages

user_ymf4o5 are you able to confirm if this issues was resolved for you?

 

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26 days ago

0

user_ex1oud

1 Message

2 months ago

I have same problem. Trying to activate new box and when it gets to “ do you want to keep using voice guidance.” I press no and it takes me back to same screen. I also tried to refresh the box and I get a message stating my box is offline, yet it is lit and I only have 1 box.

1

XfinityPeterH

Official Employee

 • 

1.5K Messages

@user_ex1oud Thank you for letting us know and for your direct messages. 

We ask that users please avoid sending direct messages before being requested to do so by an employee. Sending an Unsolicited message will result in a delayed response, as moderator intervention is required to create a ticket and route your request, or there is a chance your message may be lost due to the number of mentions we receive daily. Unsolicited messages may not be addressed over the weekend or Holidays due to scheduling.


Our team works to get to everyone as quickly as possible, but due to the number of requests we receive, it may take up to 72 hours to receive an official response from our team. Community Specialists will provide official support 7-days a week between the hours of 6:00am - 12:00am Eastern Time. After these times, it may take longer to get an official response.


Bear in mind that after 5 days of no response your ticket will close, and you will need to submit a new post for a new ticket. To comply with account security and privacy policies, you may be required to reauthenticate your account. To expedite your request, we recommend having your account information handy.


The goal of our community is to work together, so staying as public as possible, when situationally appropriate, may help users other than yourself. As our team supports Twitter, Facebook, Xfinity Forums, and Reddit, we ask that users refrain from creating duplicate requests on any of our supported platforms, as it can create confusion.


Thank you for your understanding and following our guidelines. 

 

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2 months ago

0

user_pr0f7q

1 Message

2 months ago

Having this exact same issue. I received a new cable box from the Xfinity store and tried to set it up only to run into this voice guidance loop… multiple technicians unable to  resolve issue… I drove over today to the Xfinity store again, which took 2 hours out of my day just to swap a box that should have worked the first time…. I went home with all new equipment from the store and I go to set it up and I am getting the exact same F’n voice guidance looping issue…. Sometimes it makes it to the next screen of naming the box and optimizing for sound and video and then next thing it’s back at the voice guidance screen again. WTF please help @@Xfinity 

(edited)

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XfinityJosephA

Official Employee

 • 

1.4K Messages

Hello, how are you @user_pr0f7q? Thanks for sharing this experience and for visiting an Xfinity store. Since this issue with Voice Guidance is happening with brand-new equipment feel free to send us a direct message, so we can assist you further. We can take accurate troubleshooting steps and have our Advanced Repair team take a closer look at the issue if needed. You can use the Direct Messaging icon at the top of the page to send your name and service address to "Xfinity Support." It's next to the bell icon on the right side of the page.

 

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2 months ago

0

user_ymf4o5

3 Messages

28 days ago

I am having the same voice guidance loop set up issue on oct 24 2024.  None of these posts helped.  I went to the xfinity ap and ran a test on the box which resulted in a tech appointment.

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user_fd9vrk

1 Message

10 days ago

Same issue. New X1 box delivered today and stuck on this voice guidance loop to no avail. I’ve wasted time on the phone because nobody knows how to fix this. 

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user_ymf4o5

3 Messages

one of the chats said holding the remote next to the box fixed the issue but that didn't work for me.  Xfinity sent a tech out to the house and he said it was a faulty box (even though I picked it up new from the Xfinity store.!   He replaced the box and wallah! everything worked.

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9 days ago

0

XfinityGabriel

Official Employee

 • 

1.9K Messages

 

user_fd9vrk, Hi! Thanks for taking the time to reach out. I understand being stuck on the voice guidance loop and the inconvenience that this can cause. I am so sorry to learn about this experience. You've reached the right expert team over social media. We are a group of specialists who are diligent in resolving video service concerns such as this promptly. We are happy to help. To get this fixed, we would like us to assist with getting that box replaced? 

 

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Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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8 days ago

0

XfinityLinda

Official Employee

 • 

1.4K Messages

@user_ymf4o5 Thanks for the update!

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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7 days ago

0

user_6w7fgb

1 Message

6 days ago

I’ve tried two entirely different types of boxes and have the same issue. Maybe Xfinity should do some quality control if multiple people are all having issues with their boxes….

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user_0skhlf

1 Message

2 days ago

I'm trying to set up a new box with an unpaired remote. The message "Do you want to keep using Voice Guidance" comes up and no matter what I hit or button I try, nothing happens to answer "No". I have went through uncaring the remote again. And I have tried to repair the remote with the box but nothing is working. No codes come up to pair the remote. No buttons work to click on "no" to move past the message. 

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